Freshworks Meetup: Customer Delight with AI

FRESHWORKS and its new AI features, plus a case study of Bridgestone Corporation

On May 19, 2023, we hosted the "Customer Delight with AI" meetup at TORQUE on the 4th floor of Shibuya Stream.

This event offered a valuable opportunity to stay up-to-date with the latest information from Freshworks, a company specializing in SaaS solutions to enhance global customer engagement, and learn about their user, Bridgestone Corporation.

Highlighting Freshworks' Activities and Unveiling the Latest AI-Powered Features

During the meetup, Freshworks showcased its latest AI-based features. Mr. Girish Arora, Channel Sales Manager for Japan, Ms. Swetha Ganesh, Solution Engineering Lead, and Ms. Hyeju Lee, Solution Engineer, represented Freshworks and discussed the potential of AI, including ChatGPT, and how they seamlessly integrate AI into Freshworks products. Attendees were given insights into existing AI functionalities like the AI assistant, Freddy AI, and were shown examples of other AI-driven features, such as the Conversation Summarizer—an AI-based summarization function—and Rephraser, which rewrites email content based on the recipient's needs.

Bridgestone Corporation Showcased Their Use Cases

Furthermore, Bridgestone Corporation presented real-life examples of their successful use of Freshworks. Mr. Kazunari Sato, Manager of Digital Solution Platform Planning and Development at Bridgestone Corporation, shared their experience with the platform. As one of the world's leading tire manufacturers, Bridgestone uses various information management platforms and systems to handle customer tire information efficiently. They are committed to maximizing customer value by continuously collecting and enhancing responses to customer inquiries. Bridgestone has been utilizing Freshworks' Freshdesk since 2014, which allowed them to address customer inquiries from 500 users across 8 countries in 2014 to 10,000 users spanning over 80 countries by 2023. With the user-friendly interface of Freshdesk, they automated the process of converting customer inquiries into tickets, distributing and assigning them to back-office personnel, and escalating them to senior personnel when necessary. Presently, Bridgestone manages over 3,000 tickets per month, responding to each inquiry within an hour. Moreover, they have built a knowledge base of over 600 articles and significantly increased the number of "like" responses compared to before.

Using AI to Connect Accumulated Data with Customer Delight

Mr. Sato also expressed, "We aim to leverage GPT and AI based on our accumulated data for more efficient and personalized customer support, ultimately leading to Customer Delight. Our plans also involve utilizing GPT for swift self-service support. We extend our gratitude for the insightful presentation. Feedback from the audience indicates their valuable takeaways from Bridgestone's data management insights.

Following the session, the event transitioned into a reception, offering attendees an opportunity to engage in networking and casual conversations while enjoying refreshments and beverages.

A diverse group, including individuals grappling with customer support challenges, participated in the event. Their grasp of the theme "Customer Delight with AI" and the value of Freshworks' products was evident."

Following the session, the second half of the event was a reception where attendees interacted with each other while enjoying refreshments and drinks. The event attracted many individuals facing challenges in customer support, and they seemed to grasp the significance of the theme "Customer Delight with AI" and the appeal of Freshworks' products, which enable such remarkable outcomes.

Event Summary:

Event Name: Freshworks Meetup: Customer Delight with AI
Location: Shibuya Stream 4F TORQUE NMF Shibuya Koen-dori Building 8F, 20-17 Udagawacho, Shibuya-ku, Tokyo 150-0042
Date: Friday, May 19, 2023
Organizer: Digital Stacks Inc.

For more information about Freshworks, please click here.

We are planning to expand the scale and theme of the event in the future, so please stay tuned.

For further inquiries about this event, please contact Digital Stacks Inc. Customer Support.

Mr. Girish Arora, Freshworks
Ms. Swetha Ganesh, Freshworks (left), and Ms. Hyeju Lee
Mr. Kazunari Sato, Manager, Digital Solution Platform Planning and Development Division, Bridgestone Corporation