Freshworks Inc announced a significant increase in Microsoft Teams usage by Freshservice customers to improve the employee experience through more efficient AI-powered virtual agent support. Microsoft Teams adoption among Freshservice customers has seen an average increase of 42% over the past three years. As a result, businesses using Freshservice are now able to amplify productivity for more than 250,000 users.
The generative-AI-powered Virtual Agent within Freshservice, an IT service management (ITSM) solution, along with Microsoft Teams’ ServiceBot, gives employees round-the-clock support and can facilitate rapid resolution of their needs within Microsoft Teams. The integrated solution also enables IT and other business teams to deflect tickets that helps save clicks and streamline work. In a July 2023 study commissioned by Freshworks, Forrester estimated a mid-sized company could save $2.1 million in three years by improving user productivity with the Freshservice Virtual Agent.
“Microsoft Teams has rapidly grown as the hub for collaboration,” said Srini Raghavan, VP of Microsoft Teams Ecosystem. “Through our work with companies like Freshworks that share our vision for AI, we aim to enable teams across multiple channels to solve employee issues swiftly, ultimately saving money and driving efficiency with next-generation AI for customers of all sizes.”
Using Freshservice, which is built natively on the Freshworks Neo platform, with Microsoft Teams, companies of all sizes can increase user productivity. Using AI-powered virtual agents, they can improve collaboration across business teams during critical incidents, and enhance the employee experience with faster resolution to allow for:
- Automated conversational support that boosts employee experience with faster resolution. Automation eliminates the constraints of working hours, giving employees access to conversational support from virtual agents within Microsoft Teams to speed up issue resolution whenever they need it.
- Increase agent productivity through AI-powered virtual agents. Freddy AI-powered Freshservice virtual agents empower business departments to focus on high-value tasks, allowing the virtual agent to handle common and mundane issues that often bog down humans. Agents can more quickly handle ticket updates and approvals.
- Improve collaboration during critical incidents. Freshservice notifies on-call agents directly in Microsoft Teams. IT operations teams can swiftly communicate to resolve major incidents, maximizing service availability and minimizing downtime all without leaving a single app.
Customers like A&E Networks and Haynes International are using Microsoft Teams with Freshservice to improve employee service management. Haynes International, a US-based materials manufacturer, increased business user productivity by 50% since using Freshservice integrated with Microsoft Teams.