"Unveiling the Game-Changing Power of Gen AI: Revolutionizing Customer Experience" Freshworks CEO

Name: "Unveiling the Game-Changing Power of Gen AI: Revolutionizing Customer Experience" Freshworks CEO
Uploaded: 2023-09-25T12:03:50+00:00
Duration: 48 s
Channel: Jason M. Lemkin
Description: In this segment of the Freshworks CEO’s presentation, the speaker frames artificial intelligence—particularly generative AI—as the primary existential…

25 Sept 2023 · 1 min

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In this segment of the Freshworks CEO’s presentation, the speaker frames artificial intelligence—particularly generative AI—as the primary existential threat to companies, surpassing traditional competitive pressures. He recounts Freshworks’ early commitment to AI with the launch of Freddy AI in 2018, highlighting years of customer adoption of bots and AI tools. The recent generative AI‑driven refresh of Freddy, unveiled two months prior, has generated heightened excitement, underscoring the need to anticipate disruptive shifts. The speaker links this AI focus to a broader strategic bet on a “Customer 360” vision, emphasizing that AI performance hinges on the quality of underlying data, making the data‑centric approach a core component of the company’s future roadmap.

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So clearly AI was the biggest threat that we— we were not looking at any of our competition that's going to crush us. So we didn't find a threat in our competition. So, but AI was the threat. So we invested early. We launched our Freddy AI in 2018. So we have customers using our bots and AI for several years now. But with GenAI, there's a lot more excitement. There's a lot more— there's a refresh of Freddy AI that we presented 2 months ago, which is getting a lot of excitement. But you have to be knowing what's coming. So you have to ask that question like, what can kill you? What's changing in the landscape? Same way we took a big bet on Customer 360 because your AI is only as good as your underlying data. So when we saw the bet on AI, it was not just a technology bet.