Girish Mathrubootham talks about the future of customer engagement in the SaaS purview - with the three pillars being collaboration, AI and customer 360.

1. The Future of
Customer Engagement
Girish Mathrubootham
CEO

3. Customer 360 Collaboration AI

4. Customer 360:
The Holy Grail

5. +
11 Years Ago...

6. And then this
happened...

7. Current State of
Business Software +
CRM Marketing
Support Chat

8. Data Silos
Sales Marketing Support Chat

9. Sales Marketing Support Chat
Data Silos

10. What if there is an iPhone moment in
Business Software?

11. Customer
Engagement
Platform

12. Freshsales
Freshdesk
Freshservice
Freshteam
Freshconnect
Freshmarketer
Marketplace
Freshchat Freshcaller
Customer
Engagement
Platform

13. Freshworks 360 Master Customer Record
Marketing teams Sales teams Support teams
Collaboration apps: Developer resources: Fresh SDK Marketplace
Prospects Leads Tickets
Events Events Events

14. Master Customer Record - Timeline

15. Master Customer Record - Conversations

16. Master Customer Record - Activities

17. Master Customer Record - Campaigns

18. Freshworks 360 Demo

19. Frank, in Sales
Joe, AppNinja
Prospect
AppNinja
Website
“WOW! I love how
you read my mind!
Customer
Engagement
Platform

20. Collaboration meets
Context

21. The Problem with Collaboration Today
Mike, What ticket are you talking
about? I can’t see it….
The problem with collaboration today
Joe, Can you help me
with this ticket?
Hold on, let me
copy and paste this

25. Customer Support
“WOW! I love how
responsive you guys are!
Joe, AppNinja
Prospect
Customer
Engagement
Platform
Mary, in Product

26. Freshconnect Demo

27. Impact of AI in
Customer Engagement

28. We are going from here...
Software is eating the world - Marc Andreessen

29. To here...
AI
Software
World
AI is eating Software
To here...

30. The 7 steps of evolution of AI in CX

31. Process Intelligence Understanding data and presenting actionable insights
Workflow Intelligence Understanding task sequences
Forecast Intelligence Understanding data trends
Rank Intelligence Understanding relative importance
Associative Intelligence Understanding associations
Intent / Sentiment Detection Understanding words/ phrases
Responsive Intelligence Understanding questions
The 7 steps of evolution of AI in CX
The 7 steps of evolution of AI in CX

32. Work will be more Interesting

33. Announcing Freddy,
the Omnibot
a (hu)man's best friend in
sales, support and service

34. He knows when to talk and when to bring in a human
He helps your customers
He helps your managers
He helps your agents

35. Freddy Bot
Freddy Bot
Freddy Bot
Freddy helping customers with better self-service

36. Freddy handing over to human agent

37. Freddy helping Agents

38. Freddy Helping Sales folks
Succeed
Freddy helping sales reps succeed

39. Freddy helping managers forecast

40. Freddy helping managers forecast

41. Freddy goes Everywhere
Sales Demo

42. Freddy goes Everywhere
Support Demo

43. Freddy goes Everywhere
loT Demo

44. Freddy working on Pitney Bowes
Pervasive
Service
Freshworks Freshbot provides
Conversational support for common
issues. Eg. Paperjams

45. Smart recommendations display best solution articles or enable instant
IT Service requests in Freshservice
Powered by Freshworks
Freddy helps printer users solve issues
Freddy Bot

46. Freddy goes Everywhere
Conversational AI
with Google

48. Thank You