When it comes to payments and finances, customers are anxious and impatient when they encounter hurdles. PhonePe’s Vishal Gupta knew that delivering the best customer service was the only way to keep them satisfied on his payment platform. The company processes over 1.5 billion transactions per month and volumes double every 3-5 months. Because of this, Gupta was looking for a customer service platform and partner that could scale with PhonePe’s rapid growth.
PhonePe has integrated Freshworks’ Freddy AI Agent into its support operations. This intelligent virtual assistant automates more than 80% of customer queries, enablingswift responses for over 300 million users. It retrieves context from user transactions to deliver personalised and contextual assistance directly within the PhonePe app. By doing so, it eliminates the need for repetitive interactions with support agents, empowering users with intuitive and reliable self-service options. “Freddy Omnibot allows us to offer a highly automated experience. By integrating transactional context, we’ve elevated self-service for our users, ensuring quicker resolutions and greater satisfaction,” said Gupta, CEO of PhonePe Insurance.
A growing number of companies are exploring the use of AI agents, which are essentially software programs utilising AI and ML to perform tasks autonomously and drive efficiency across business operations. A report by MarketsandMarkets points out the AI agentsmarketis expected to grow from $5.1 billion in 2024 to $47.1 billion by 2030, underscoring its significance across industries.
“For customers, Freddy ensures quicker responses, consistent support, and personalised interactions. It’s like having a helpful guide always ready to assist — whether they’re seeking answers, troubleshooting an issue, or tracking an order,” saidPriyaSubramani, VP & GM of Customer Experience Products, Freshworks. “Freddy’s strength lies in its ability to provide seamless support across multiple channels, meeting customers wherever they are — via chat, email, or social media,” she added.
Pickyourtrail, a fast-growing online DIY holiday booking platform, has seen significant improvements in customer support efficiency with Freddy AI Agent. Earlier, the platform struggled with managing high chat and call volumes, which led to frustrated customers and overwhelmed agents. With Freddy AI Agents, handling pre-conversion customers — those who have yet to book a trip — Pickyourtrail has reduced wait times and improved service. The AI agent seamlessly transitions mobile customers actively traveling to live agents for urgent, time-sensitive requests. This has resulted in a 30% improvement in first response time and a 26% chatbot deflection rate, allowing agents to focus on more complex interactions.
PharmEasy is another user. This pharmacy e-commerce platform has integrated Freddy AI to provide 24×7 and accurate responses. This has led to a 45% ticket deflection rate, helping reduce support costs significantly. Freddy AI also assists in managing complex customer interactions, with a 50% decrease in support cost-per-order and a 75% reduction in resolution time.
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AI isn’t just about smart algorithms—it needs powerful hardware to run efficiently
Huaweijust doubled its AI chip production yield, making high-performance AI more accessible and scalable.
For companies building AI-driven customer interactions (like us at UNITH ), this means:
✅ Faster response times for real-time AI conversations
✅ Lower operational costs for businesses using AI at scale
✅ More advanced, natural digital humans
Read more:https://lnkd.in/dvaybUVF
How important do you think hardware advancements are in making AI-powered interactions feel truly real?
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