Scaling customer support with AI and chatbots

A deluge of support requests often accompanies business growth. Firms might hire more agents to scale their service organizations, but that approach does not guarantee efficiency – organizations at scale also need to ensure faster service. And to do that, they need automation. Andrew Navin, a Customer Service veteran, explains how he scaled his support team’s capabilities to match his organization's mammoth 6x growth.

andrew andrew
Andrew Navin

Customer Service Leader, Freshworks

What's in this discussion

  • How Freshworks scaled customer service using AI
  • The need for customer service automation
  • How AI helps with deflection
  • Ensuring accuracy of data with bots in play
  • Bot use-cases for customers and agents