Ladies and gentlemen, please welcome to the stage, Freshworks' Chief Marketing Officer, Stacey Epstein! Yay! Thank you so much, and thank you for joining us today. I am so excited that this day is finally here. It's a beautiful day in San Francisco. Thank you all for joining me in the live audience. I hope it's a beautiful day wherever you are tuning in to watch our event. Like I said, I am very excited this day is here. A lot of effort and work has gone into this moment, not just the beautiful setting and the great virtual event, but the hours that we have put into building out these amazing features that you are all going to see today for the first time. Today, we will be covering announcements across our entire portfolio. We will cover announcements on our unified CRM, which includes customer service, sales, and marketing, as well as our IT and employee experience offerings. We will be spending a good amount of time on our Neo platform. Of course, as you can imagine, we will be spending a considerable time on AI. It's what's on everybody's mind. We're really excited to talk to you about how we are supercharging our unified experiences with AI. Without further ado, I would love to invite to the stage the Founder and CEO of Freshworks, Girish Mathrubootham. Good morning, everyone, and thank you for joining us here today for the product launch event. I'm thrilled to be here to be sharing with you our AI vision, and also talk about all the exciting new features, that we have lined up for you. First, let's talk about the big elephant in the room. Not a single day passes these days without you hearing about how ChatGPT or generative AI is coming for our jobs or saving the world. It is important to note that generative AI, in its current form, as we see it, is really a pivotal, disruptive moment in the history of technology. It is not a buzzword. AI is just not a buzzword anymore. It actually represents human ingenuity, and it shows us how we can use technology to solve anything from the mundane problems to really solving grand challenges for humanity. At Freshworks, we are not new to AI, so we embarked on our AI journey five years ago when we launched our Freddy AI. I'm not going to talk to you about all of these features, don't worry. But we have been using AI to solve specific problems, like helping chatbots answer customer queries or helping salespeople identify which are the best leads to focus on today, and so on and so forth. We have tons of features in AI even before ChatGPT. Some of these features were actually built using earlier versions of GPT 2.5 and GPT-3. The ChatGPT demo that we saw in the mid of March, three months ago. It's only been three months. Can you believe? It transforms everything. Generative AI supercharges everything that we have seen before, and now we finally have technology that can learn, reason, and perform tasks without being explicitly programmed for those specific tasks. That's big. There is also a lot of fear and uncertainty and doubt. We will first talk about what is our role at Freshworks. We have always believed in building software for the Fortune 5 Million and not just for the Fortune 500. We see this moment at GenAI, our responsibility continues to be the same. We want to harness the power of GenAI and bring it to the Fortune 5 Million companies in the areas of customer experience and employee experience. I asked ChatGPT: So which industries will be disrupted by AI? It gave me a long list of industries, but there's no surprise for picking out the first industry that will be disrupted by AI, which is customer service. We knew this, and that is the reason why we invested in Freddy AI five years ago. We all know that customer service leaders like automation, so it was going to be the natural first place for any new technology in AI to actually focus on. By the way, the list of industries is really long, so let's not worry. For all the customer service leaders in this room. This is not new, right? We know that. Still, there is a lot of talk in the media, in the news every day, about how AI is going to disrupt so many industries and including customer service, and what does this mean for jobs, and how are we going to deal with it. Now, history has taught us a lot of valuable lessons. Take every major technology disruption from the past, be it the automobiles disrupting horse carriages and blacksmiths, or introducing tractors in the farm, or robots in the factory, or introduction of the personal computer, or even modern e-commerce. We all know, we have lived through these technology disruptions. We all know that when a major technology disruption like this happens, it is going to create short-term job loss, some job losses in the industry. It is also important to remember and understand that it opens up a whole new lot of new industries and new opportunities. It makes life better for all of us. Think about this. Our lives have become better with all the technology innovations that have happened, and it makes people more productive. We believe that GenAI is not going to be any different. It is going to make our lives better. We are going to be able to use ChatGPT, and GenAI, and so many other tools that are going to come, to not focus on all the mundane tasks that we have to do now, and move on to more productive stuff. As a society, we have to help communities manage through this transition, and we always believe in the power of people to adapt and move on to learn new things. We are at this moment, which is the very early days of this huge technology disruption. What should we, as business leaders, do at this moment? As business leaders, we have to all think about, "Hey, how do we leverage this new technology, this generative AI, to help make the lives of my employees and my customers better? How can I do it more efficiently in my business?" That is a question that you have to ask as a business leader. If you're a customer service leader, you have to ask: Can GenAI help me deliver even more automation than what I'm getting currently with IVR, or chatbots, or self-service portals? How can I drive more efficiency, but without compromising customer experience? If you're a... Again, as a customer service leader, you're also thinking about: Hey, how can I ramp my agents quickly, and how can I help them have all the context? Can I use GenAI to give them all the context that they need to solve the customer problem? If you're an IT leader, you have to ask about: How can I leverage GenAI to deliver modern employee experiences, especially in this remote workforce where people are working from home and office? Like, can I use GenAI to modernize the employee experience? If you're a go-to-market leader in sales and marketing, can you use GenAI to grow even faster? Can you get more revenue? Can you get more growth? We at Freshworks want to leverage this moment and turn it into momentum for your business. That is what you're going to be seeing today as the crux of all the exciting new things that we are showing you. How can we help you? How can we be the partner in bringing this generative AI to your business to help you get more momentum? Today, the majority of what you'll be seeing would be on Freddy. We recognize the potential of this technology, and we have built a multifaceted strategy around this. You'll be hearing about Freddy Self-Service, which will take self-service automation for customers and employees to a whole new level. Combined with OpenAI, so you will be able to bring natural language conversational ability to offer support to both customers and employees. We also believe that any technology has to augment human capability, and you will be seeing Freddy Copilot today, that we are launching for customer service, for marketing, for sales, for IT, for developers. You will have copilots for all of your teams that helps them really focus on automating all the boring, mundane tasks that they are used to doing today or that they are forced to do today, and focus on really the things that matter for them. For leaders who need access to data and who are tasked with decision-making, like, how do you get real-time insights, and how do you make the right decisions for your business? Freddy Insights, you're going to see how we are going to change the game to constantly deliver insights in real time to help leaders make better decisions. We have access to over 65,000 customers' data, we plan to invest in building large language models across domains and account-level large language models for every customer, so that we are able to leverage the power of GenAI. Think of it as a ChatGPT for your business. That is which understands your context. That is the value of what we are going to be showing you and bringing for you today. While we are doing all of this, we understand that when you are trying to use generative AI and you are trusting your data with it, we know that security and privacy of the data is of utmost importance for all of you. We have partnered with Microsoft, Azure OpenAI Service, to bring enterprise-grade security and privacy for your data. This is super critical for businesses to be able to trust generative AI and actually leverage that with the confidence that my data is still secure and safe, and it's not going to be fed into the large language models that are out there. While most of what we are going to see today will be AI will be dominating the theme, but I want you to know that we are still continuing to invest in the entire suite. We will go section by section across all of our product lines. We'll start with customer service, where, as I told you earlier, every customer service leader is looking to balance the need for providing a personalized support experience to your customers, but at the same time, I have to drive automation to make sure that costs are in control. How do you do that without sacrificing customer experience? That is the challenge for a business service leader, for a customer service leader today, right? In order to show you all the exciting new stuff that we have, I would like to invite on stage Payal Patel, our Director of Solution Engineering, who will be giving us a demo of all these new features. Welcome, Payal. All right, let me kick it off. Let me introduce you to our fictitious company, No Baggage. No Baggage is a luxury retail brand that services really great luggage bags, and I like to travel in style. I don't know about you. Finally, hopefully, everybody's getting back at it. Our customer today is Victoria. She's a frequent traveler who values a lot of quality and sophistication. She recently purchased a weekender bag, and as she's packing for her trip to New York, she notices that the threads on her bag have come loose. Today, what we're gonna see is how Victoria reaches out to the customer support team at No Baggage to get this issue resolved. All right, now, let's go ahead and see that demo. Victoria goes to the No Baggage support site, where she's greeted by a proactive message from Bot Voyage, their automated intelligent chatbot. She asked the bot about the warranty policy, and without even having to talk to an agent, she's got her answer. She's covered for a year. The bot also identifies her intent and seamlessly surfaces up recent orders from systems like Shopify or WooCommerce to really verify the order that she needs to get a warranty replacement for. She selects the Ivory Trail Weekender. The bot asks her a couple more questions to understand what's going on with her bag, and Victoria learns that she can get the strap replaced within the next seven days. Victoria is very impatient. She doesn't have time for this, so she says, "Hey, I want to speak to an agent because I want this done now before I head out on my trip." G, like, what did you think of that self-service experience? It sounds really amazing for Victoria. I think this is truly what generative AI is changing the game in self-service. If you noticed, Victoria was able to have a natural language conversation with a bot as if it was a human being. What's more interesting is the bot actually had context of her past product purchases without having to ask meaningless questions again and again. The fact that the right answer was provided to Victoria without having to talk to a human being, that's actually great, and this is truly showing the power of generative AI in self-service. Payal, I'm actually excited to see how the transfer to a live agent is going to be. Now we're going to see how Ethan agent is going to help out Victoria. I want to introduce you to Agent Ethan. He's our customer support rep. You know, every agent wants to really do their job well, and we're going to make sure today that he can be a successful agent. This is Ethan's unified agent desktop. He has all of the information and all the conversations are routed directly to him. What's really cool is right at the top, he can not only see Victoria's information and her order details from OMS systems, automatically, all of the things are from the past conversations have been summarized for him. Instead of him having to scroll up endlessly and understand what's going on, he gets all of that information right at his fingertips. He also looks over a couple more things about Victoria and gets ready to send her a response. Typically, he would be typing out a response, here, automatically, he has the ability to see that he's already being prompted on how to respond to Victoria. Asks for some assistance. He acknowledges that he's gonna help her with that replacement. Not only can he help her with the replacement, he can also leverage tone enhancer to use a more casual tone with the customer. You know, honestly, all of this is taking the thinking away from the agent. Copilot is helping Ethan think through all of the things he needs to do to make Victoria happy. Well, let's see what happens next. He goes ahead and responds to Victoria, she says she'd like to get it processed as expedited as quickly as possible. Great. Look at this. Victoria, again, is impatient. She has no time to waste. As she's calling in, Ethan gets that call. He picks up the call, speaks to Victoria about the urgency of the replacement order, and assures her that he will get this working for her. Hangs up the call's recorded, and he's like, "Okay, now I got to get my troops rallying to help Victoria, 'cause if I don't help her, she's gonna be an unhappy customer." He goes ahead and lets her know that, "Thank you for reaching out. We're gonna go ahead and. We're gonna go ahead and expedite this, create an internal task for our logistics team to take care of sending out that bag to her." Automatically, all of the context of the conversations that have happened till now are again summarized, so there is no lost points throughout all of the various people that are gonna help Victoria with this issue. G, how did you think that agent experience went? I love it! Now, we have all been customers, right? Think of all the times when we have to repeat ourselves when going from one channel to another. You're talking to a bot, and then you're talking to a human being, and you are asked the same question, and you have to identify who you are, give my email address 20 x, and then talk about the problem. Customers hate it when they have to repeat the problem again and again. You saw how seamless the experience was, transferring from a bot to an agent, to the phone call. The channels don't matter, it's the customer that matters. I love it. Also with Freddy Copilot, I love the fact that all the customer context is there, and also how easy it is for them to collaborate with other internal teams. We all know that customer service is not the job of only one team. Multiple teams have to collaborate and bring everybody together to solve the customer's problem, and that's what's happening here. While we saw the experience of the customer through self-service, and we saw the agent experience, now do we have something for customer service leaders? Of course, if you're not paying attention, pay attention now, 'cause this is the best part. Let me introduce you to our CX leader, Emily. Emily wants to quickly be able to identify areas for improvement as she's working with her organization. Her job is always to make sure that all her customers are getting an exceptional experience. She starts her day in her inbox, and what she uses or sees is Freddy Insights to quickly get up to speed on her team's day-to-day. She notices something pretty concerning. There's 3 high-frequency customer contact scenarios that need her attention. She goes ahead and reviews what's going on with this. Typically, what Emily would have to do is, she'd have to go in her analytics, she'd have to go look through a bunch of reports, sort through all the issues, and figure out how, w hat's going on. Instead, Freddy is doing this all for her, summarizing what's going on, and now this is a game changer. She asks Freddy to share all of the scenarios. Freddy provides some of the top use cases and notices the warranty ones are about 31%, and also, it's taking a really long time to solve. She's concerned about this. She asks if what else can she do to try to solve some of these questions? What she's going to do is, she's gonna start to use bots to be able to solve and deflect these queries. She knows she needs to make it easier for her customers when completing a warranty replacement. She engages with Freddy, and it's all about paying attention to the detail and what's going on with this. She tells Freddy to create a bot flow that deflects all of these warranties. Freddy suggests step by step what can happen through the bot flow. Not only will it understand the intent, it'll even surface up orders. It will even look up the verification of where it needs to be shipped, and it'll automatically have that logistics team send the warranty out. Guess what? No agent is even needed for this, because we're gonna replace the item for her based on the criteria that we've captured. She tells Freddy to create the bot flow for her. Without her having to even administer anything, automatically, the Freddy Copilot is creating that for her. She can then review it and make sure it's looking as, you know, as good as she wants it to. Now, Freddy's even gonna help her deploy that bot on the channel of her choice. For example, here, she wants to deploy it on WhatsApp. She's gonna say, "Can you go ahead and do that for me?" Automatically, it's been deployed on WhatsApp. Freddy Copilot, what do you think, G? Wow! Let's pause here for a bit to digest what we just saw. This is a completely new way to interact with your business software, and this is the new Freddy Insights module that we are launching. Imagine a past world where a leader has to wait for weeks for the data analytics team to compile all the data and then come back to them with insights. Freddy is constantly monitoring all the key performance metrics and giving them real-time actions on areas to improve. That is the Insights product. I also love the fact of how the Insights product works along with the Copilot, where once you have the insight, you can conversationally ask Freddy Copilot to create the bot flow and deploy the bot without having, b y the way, all of this is possible because we have the bot builder, the powerful bot builder in the back. Being able to do it conversationally is the new AI-first experience. The fact that you don't have to have an admin who's going and clicking through, like, 100 different steps to create the bot flow, now, that's game-changing. I think this is incredible, and I am excited to share this with our current and future customers. Thank you. Let's recap what we just saw in customer service. We actually saw how seamless the whole customer experience can be, moving from a conversation with a bot to a conversation with an agent, who can collaborate with internal teams, as well as leaders getting insights to continuously improve the customer service function. We saw how agent productivity can be improved with Freddy Copilot, helping them do all these tasks, which would have taken them so much more time and clicks to manually do it themselves. Last, we saw the AI-first experience for leaders, where you have insights being delivered in real time without having them to wait for weeks for somebody to crunch the data and bring it to them. Customer service is just one part of the equation. Now, if you want to focus revenue, we have to look at the sales and marketing teams. We have to look at how GenAI can actually impact our sales and marketing teams. Payal, what are we going to do, or what are we going to show today that will enable marketers to send personalized campaigns or sales teams to close deals faster? Do we have something? I have some really cool stuff, so let's get to it. Let's get to the demo. Victoria returns from her quick business trip in New York with her newly replaced bag that she's really excited about. It's summer break, and her family's planning a trip to Hawaii. While reviewing her email, she receives this amazing promotional email from No Baggage. She loves a good sale. Who doesn't? While on No Baggage website, Victoria falls in love with this family luggage pack and adds it to her cart. She's a busy mom. She added it to her cart, but her child just distracted her. She's, like, all confused. She decides to abandon the cart and move on. Guess what? Automatically, a couple hours later, she receives a proactive SMS from No Baggage with a promo code and her saved cart. Knowing this is a great sale, she completes the purchase. How does No Baggage engage with customers like Victoria? Let me introduce you to our behind-the-scenes persona marketer, Isabella. G, this is the part that I'm talking about that's really gonna wow everyone. She begins her day by reviewing the tasks on her dashboard. She comes across a task that tells her that she needs to create a campaign for Fourth of July. This is typically a really tedious job for Isabella, but guess what? She's in luck today because she has Freddy Copilot to help her. Freddy asks Isabella to define the campaign goal, she says the goal is really to boost more repeat sales. She needs to bring in more revenue. Instead of asking her team to analyze all of the right target segments, Freddy also provides three target audiences that are likely to respond. She asks Freddy to adjust the third one because she really wants people that have already made a purchase, so that she can get more purchases through those individuals that already love the brand. Freddy continues to help Isabella with the email campaign and generates the content even for her. She doesn't really think that the subject line is punchy enough, so she asks Freddy for a couple more options, and she loves one of the choices, selects option three, and Freddy gives her a beautiful preview of the campaign. All of that just happened, there's an extra touch that just has happened. Because we know the personal history and the purchases of those individuals, the campaign is actually only showing items that individual may like or would wanna cross-sell into. Again, another personal touch. She loves it. It's looking great. She tests the email, and she's satisfied with the content. The last thing she does is she asks Freddy Copilot, "When do you think would be the best time to actually send this out to get the most individuals looking at it?" Freddy Copilot gives her some of that suggestions, and she goes ahead with that recommendation. That's it. That's was so easy. What do you think of that, G? Oh, it's amazing. What do you guys think? If you guys can believe it, when I started Freshworks, I was also the first marketer. Now imagine with Freddy Copilot, any marketer or a startup founder, like me, can actually send the right message to the right audience at the right time on the right channel. Now, all of this with a few conversational prompts. I don't know if you guys noticed, we are also making it easy for people to select those prompts, but you can actually key in anything in natural language, and that is bringing all the power of the campaign builder, which already exists in our Freshmarketer product, to life with conversational AI-first UI. I just love it. What about salespeople, Payal? I've got some more goodies for you. Let me introduce you to our sales rep, Brogan. He needs to hit his quota of bringing in one more reseller for this quarter. While sales rep Brogan is reviewing his inbox, Freddy provides insights about contacts assigned to him. Imagine this, he doesn't have to go look through a list of contacts. Out of 90 prospective resellers, there are f ive of them that are showing very high intent signals. Brogan is so excited about this, 'cause if he didn't get this reseller, he wasn't gonna make his quota. In the past, he would painstakingly go through a bunch of things, but now Freddy is doing all the work for him. Freddy not only provides those insights, but also helps Brogan by offering to create a personalized email for those five resellers. Brogan, you know, is excited, "Hey, I don't have to do any work. I don't have to type out an email? All right, let's see what Freddy Copilot can give me." The email looks great, but Brogan's a little concerned it's a little too long for these folks. Asks Freddy to go ahead and make it shorter. Now, this is really good. He really wants to catch the attention of these resellers. That subject line, again, isn't punchy enough, he asks Freddy for some more options, and he finds the perfect one, number five, talking about how we're gonna really give you that stylish and sustainable bag for your trip. Next, Freddy offers the final email and is offering to go ahead and set up a follow-up task for him. Not only is he able to personalize the email, but Freddy then even says, "I'm gonna remind you about all of these individuals that you just reached out to, so that you can continue to nurture them and move them through the pipe." Now, Freddy decides to take this even a step further and sets up sequences and follow-ups and reminders so that they can continue to work with those resellers and bring them across the finish line. Now Brogan is feeling good. Freddy helped him get so much work done, he feels like he can go really practice and focus on the customers, rather than having to focus on trying to get these resellers in. He's not done yet for the day. Now that he's gotten traction with some of those resellers, he wants to see what other insights Freddy can give me. Oh my goodness, there are four deals here at risk, Brogan is surprised to see one of the deals that he was planning to close, Bagstrom, at the top of the list. He'd been so confident about it. How many sales reps do you know that are always confident about that deal? Guess what? Freddy is telling him that there's a problem here. Freddy's looked through all of his information and is able to identify that there was an email concerned about quality of the samples that were sent to them. To immediately shut this concern down, Freddy suggests that you should generate an email follow-up as a next course of action, and helps, again, Brogan set up that great email to take away those concerns about some of those qualities issues. He packages up some extra samples for them to really get them excited. Brogan is really energized. Freddy just saved him time, did his work for him, and even helped him be a better sales rep. G, what do you think about Freddy Copilot that helps these salespeople? Well, imagine how this changes the life of a seller. A lot of time is wasted for every seller in terms of doing all this admin work, right? Like, finding the right prospects to contact, drafting those emails, and setting up meetings and follow-up tasks. Having a copilot like Freddy Copilot would let them actually spend more time on what they do best, which is sell. I think that's amazing, and that is going to be something that every salesperson I know would appreciate, because nobody loves filling those forms. Let's talk about a few other features. In addition to the demos that you just saw, it's not all about AI, and we listen to our customers, so we are also not demoing this, but we are announcing our integration with WooCommerce. We already had our integration with Shopify a few quarters ago. With the WooCommerce integration, there are several capabilities that come to life. One, knowing all the past purchases of a customer, if they've used WooCommerce as a platform. Also, knowing the right campaigns to run based on the events that happened, like if somebody's abandoned the cart in WooCommerce, how do you trigger the right campaigns? All of that comes to life with the WooCommerce integration and helps drive more customer context for sales, support, and marketing teams. Another interesting new feature that we are announcing, but we are not demoing today, is native e-signature capability in our CRM, where Brogan, the sales rep, can move from quote to e-signature to cash within the system. They don't need to go into a separate third-party system for signatures. Let's recap what we actually saw in terms of helping salespeople and. We saw how customer-facing teams can actually use Freddy to sell and market better. Let's move on to focus on IT. There are many IT leaders here and who are listening in or in the audience. We all know that IT leaders have, like, they wear many hats. On one hand, you have to provide a great employee experience. On the other hand, you have to also make sure that all those critical business apps that are being used by the business are running 24/7, 365. How do you actually do that? Payal, can we actually see something on what we have for the IT leaders in the room? Oh, yeah. Let's go into it. Let's go right into the demo. We're gonna meet another person now. We're gonna meet employee Grace at No Baggage. Today, she's experiencing a lot of frequent disconnections from her VPN. You know, we've all been there, where we can't access the network like we really want to. She reaches out to the IT team through Microsoft Teams to where she can get some help. Grace starts off by opening and having that conversation directly with the No Baggage virtual agent. She lets the virtual agent know that she's facing VPN connectivity issues. The bot asks Grace a series of questions to help her troubleshoot it, the virtual agent helps by asking her to do a couple of troubleshooting tips, switching the VPN gateway, maybe also trying to look at her power settings, is that maybe causing the issue? Finally, the virtual agent says it is due to that power saving mode connection. Let's go ahead and navigate to turn it off. All throughout this, the bot helped with self-service capabilities to quickly solve Grace's issue. I'm actually jealous of employees today, right? When I was younger, I used to. I had to walk into the IT department and wait for somebody to help me, and wait for hours sometimes, right? To get access back into the network. Employees having the ability to just self-serve their problems and do it while they are still on Slack or Microsoft Teams, that actually is a win-win for both the employee, as well as it frees up so much critical time for the IT agent to focus on other issues. I think that is really something that both employees and IT department is going to love. What if this issue is a frequently recurring common issue that many employees have? Do we have something more? Yep, you're shifting right into how Copilot is going to help the IT Supervisor. Again, something new, really exciting. Get ready. Let's shift to that IT Supervisor. Her name is Jennifer Lee. She manages the L1 help desk team. While IT Supervisor Jennifer is reviewing her inbox, Freddy shares insights about three trending employee issues. Jennifer used to spend considerable time sifting through things, trying to figure out what's going on with her employees, why are they constantly complaining. Right here, Freddy provides those insights to her. Jennifer digs into the VPN connectivity issue and asks Freddy for more details. What Freddy does is shares that there's been an uptick in VPN connectivity issues, and it's spiking up about 50%. To fix this, Jennifer knows she needs to create a solution article to deflect these VPN issues and guide her users to resolve this. She would have to spend countless hours writing up the article, going to a website, figuring out how to, you know, what she should say on solutioning it. Instead, today, Freddy's going to go help her create that solution article to deflect those VPN connectivity issues. When she's ready, she can just read through it, make sure it's making sense, approve it, and go ahead and publish it. Jennifer successfully stayed ahead of employee issues, ensuring smooth operations of her help desk, all with Copilot helping her do that. G, what did you think of that? I think that was great. Like, in the CX section on the, we saw for customer service leaders, how Copilot helped them to create a bot to deflect, customer, queries. Here, we are demonstrating another capability where Copilot can look at frequently asked questions by employees and help suggest And actually write the solution articles so that employees can help themselves. I think this is all goes a great way to improving employee experience. Like, do we have something else for other business teams beyond IT, like HR, finance, legal, who are also in the employee experience business? We do. I'm so glad you asked. Well, remember employee Grace from earlier? You know, she was needing help with her VPN. She's a little needy. She now needs to request an employment verification letter for a new home that she's purchasing. She's excited about the home. Grace goes back to Microsoft Teams because she knows she's getting quick help there to ask for that employee verification letter. Now, the virtual agent asks Grace a few questions, the purpose of the letter, the bank that you're, you know, aligned to. Within minutes, our integration with Workday performs a lookup and generates that employee verification letter for her. Grace is so excited. You know why? Because she thought this process would take her weeks. She thought she was going to lose the house that she wanted to go get. Instead, in a few minutes, she has everything that she needs right at her fingertips, and she's going to go get that house now. G, do you think this was a cool experience for HR or what? I wish I had that experience when I was an employee. We saw how AI can actually help increase or help IT and other business teams deliver a great employee experience. As this actually frees up IT to focus on other critical issues that may be happening. We all know that while IT wants to keep things running 24/7, like, incidents happen, and that's where we want IT to be spending the most time on. That's the next thing that we are going to talk about, which is what happens when there is a major incident, and, Payal, what do you have there? All right. Remember that sale that marketer, Isabella, got going? Well, uh-oh. On the day of the 4th of July sale, No Baggage is experiencing a major outage because she got so many customers to the website. Unfortunately, the website is also unable to process payments. The NOC agent, on call, Diego, here to rescue the day, receives a notification on Freshservice and notices that there is a shopping cart failure. He clicks into that service to see all of the associated monitoring alerts and correlated incidents. He decides to review the service map and sees a clear visual highlighting all of the parts that have been impacted. Concerned and wanting to get this resolved, he decides to promote this incident to a major incident and ensures that the next Maria, the on-call major incident manager, is notified. Once she's notified, she realizes the severity of the major incident, and she needs to get a team assembled. How does she do that? Well, guess what? Without ever having to leave Freshservice, she creates an MS Teams channel and sends a service status email to all of those individuals that are part of the stakeholders that are going to help resolve this issue. Not only does she do that, Maria also goes ahead and updates the No Baggage status page so that everyone in the organization is aware of the issue and can get up to date once it's resolved. The team begins to collaborate. They're figuring out how to remediate the major incident. They identify the resource causing the issue and immediately reboots the affected router to fix the issue. Maria finally appends all of the conversations from MS Teams right into the incident. The shopping cart service is back to operational. G, how streamlined was that major incident process? I think, this clearly shows how IT can now focus on the most business-critical applications that they're supposed to focus on. Enabling that collaboration, especially when IT is being woken up at 3:00 A.M. in the night, you don't want to be searching for those phone numbers and those, meeting pin codes to be punching in, when everybody can go down to Microsoft Teams and quickly getting to resolve it. I think, that's amazing. Let's do a quick recap, here on the IT section. We saw how AI can help not just the IT team, but also other business teams to provide a superior employee experience, especially for the IT team, freeing up their time to be able to focus on more critical, keeping the business applications running. When an incident happens, how can we bring all the context and knowledge and the people required to solve that incident together on Microsoft Teams or Slack, and actually enable that collaboration to quickly get this application back and running? I think that's what we saw about this, about the whole IT and employee experience. Now let's talk about how AI is revolutionizing the app developer experience. We all know that we have our Neo platform. At Freshworks, we have always been about building products that are intuitive, easy to use, and easy to implement. With the new Freddy Copilot for Developers, we are now making it easy for developers to build apps. We want to enable developers to be able to build apps in a fraction of the time that it used to take. My teams tell me that it used to take, on an average, 8-10 weeks to build an app before GenAI. With the new Freddy Copilot that we have actually tested, now that app development time is cut to almost a week. Like, we are saving nine weeks of development time, and we're able to build apps much faster. That is something that is going to enable a lot more people to be able to build apps faster. Payal, can you show us what we have for app development? Of course. I'm excited to show you this. We're gonna meet Jane. Let's get into the demo. A lead developer at No Baggage. Before Freddy Copilot, learning how to develop on that unfamiliar platform required probably reading through lots of documentation, like, figuring out what to do, and you only get an answer or two. I was a developer earlier in my career, and I used to dread this, to be honest. Today, Jane is so lucky because she has Freddy Copilot. Jane asked Freddy Copilot to help develop an integration between Freshdesk and Shopify. Immediately, she is provided a snippet of code leveraging the Shopify app. Jane wants to edit the code to fetch not just all the orders, but just the last order for the customer. Just like that, Freddy is able to give her that snippet of code. Now, Jane goes ahead and inserts all of the code into her configuration. Now, she's doing great. She's already gotten the code going, but she now knows that if you wanna write really good code, you have to do it with documentation. She usually hates writing out all the documentation about the code. Instead of having to write all of that out, she signals Freddy to go ahead and generate that code for her, and all of that code is automatically generated for her. Now, once within seconds, all of that information is there for her. She's able to get all of the other details she wants. Now she needs to start the validation process. Now, validation can be cumbersome. Sometimes you have to, you know, write scripts to run against other scripts. You have to perform various testing. That process used to take time, and lots of elements involved. Here, she can just say, "Review the selection," and within a single click, all of that code has been reviewed and optimized as well. Now she wants to go ahead and package up that code. She goes ahead and submits the information, and she's able to publish the app. Look at that. Automatically, Jane is able to put this into the context of Freshdesk by publishing it right on the portal. Now these agents have all of the context about these recent orders as they help solve their customers' issues. G, tell me, do you think this is revolutionary or what? I think, we should ask, the partners who are listening in. If you are a developer who's seeing this is amazing news. App development that used to take, as I said, 8 to 10 weeks, is now accomplished within a week, so you can move on to the next critical business project. It means more apps, and more apps means more money, right? I think. More functionality. I think, what's even more interesting, which I wanted to introduce today, is while you are building these apps using GenAI to cut out all the mundane tasks but absolutely essential tasks, which is documentation, like code documentation is something that is really important for maintenance of app code. All of that is being taken care of by Freddy Copilot for Developers, and you can focus on quickly getting those apps. What we have also done in announcing today is our global app framework, which means earlier, you had to build apps separately for Freshdesk or Freshsales or Freshmarketer. Today, app developers can actually build an app for one or build an app one time, and it will be automatically available across the entire product suite. That is making it even more easier for app developers to leverage and get their apps in front of more customers. I think, first of all, I would like to say thank you to Payal for all the amazing demos. Thank you, G. Thanks, Payal. As a recap, what we saw on the Neo platform, I should also mention that the Freddy Insights product that we saw is powered by the Neo platform, which actually powers the analytics module across all of our products. We also saw Freddy Copilot for Developers, which actually makes it fast and easy to build apps on the Freshworks Marketplace. No more spending weeks trying to understand the APIs, understanding the developer ecosystem, and so on. We saw how building an app once, and it can be deployed across all of our products. I want to reiterate, at Freshworks, we have always been about building software for the Fortune 5 Million, not just for the Fortune 500. Our mission with GenAI continues to remain the same. We want to bring the power of GenAI to the Fortune 5 Million Businesses that are out there, from the smallest companies to the large enterprises who we serve. We want to empower you and your business to take care or leverage and harness the power of GenAI to provide a much better customer experience, and a much better agent experience, and a much better employee experience. With that, I would say thank you, and I would like to welcome Stacey back on stage. Thank you. All right. Wasn't that exciting? I just I got chills a few times. I kept thinking of the words, AI made easy. Thank you for sharing that, Payal and G. Here's a place where you can see all of the apps that we announced today. Not in full detail, got, because you got to see them live, but note the QR code. For those of you in the audience, you can take a picture if you want. You can go to the QR code right now. For those of you watching us virtually, check out the launch page. This is where we have all the detail about all of the products that you just saw. We'll be continuing to update it, so when these things come out, you can take advantage of them very quickly. Thank you very much to our virtual audience for joining us. We really appreciate you giving us the time today, and we look forward to engaging with you very soon.