KEY USE CASES

Freshworks Enhances Customer Support with Talkama’s Voice AI Integration

Freshworks is a leading software company dedicated to empowering the people who power business. Their cloud-based solutions include Freshdesker, Freshcaller, and Freshservice, designed to delight customers and simplify the work of support teams everywhere. They believe that great customer service should be accessible, efficient, and intelligent.

Smart IVR | Ticket Creation | User Verification

Overview

Freshworks has transformed its customer support ecosystem through a strategic partnership with Talkama, integrating real-time Voice AI directly into Freshcaller, Freshdesk, and Freshservice. This collaboration enables businesses to automate up to 65% of routine voice requests—from intelligent call routing and user verification to handling FAQs and after-hours ticket creation—delivering faster resolution and modern voice experiences within the Freshworks platform.

Problem

Freshworks customers faced growing challenges in managing high volumes of routine support calls, particularly during peak hours and outside regular business operations. Support teams were overwhelmed with repetitive tasks like verifying user identities, answering common questions, and manually creating support tickets. This led to increased wait times, higher agent workloads, and frustrated customers who expected immediate assistance. The existing IVR systems lacked the intelligence to handle complex queries or automate end-to-end processes like ticket creation without human intervention.

Solution

Talkama’s AI voice assistant provided Freshworks with a seamless solution integrated directly into their existing platform ecosystem. The AI assistant works in real-time within Freshcaller, Freshdesk, and Freshservice, handling routine voice requests from start to finish. When customers call, the assistant intelligently routes them based on their needs, verifies their identity automatically, answers frequently asked questions from the knowledge base, and can even create support tickets during after-hours—all without agent involvement.

The partnership with Talkama has fundamentally changed how we think about voice support. By embedding intelligent Voice AI directly into our platform, we’re empowering businesses to deliver instant, 24/7 customer service while dramatically reducing the burden on their support teams.

Talkama’s AI works around the clock, ensuring that customers never face a busy signal or voicemail, whether they call at midnight, on weekends, or during holiday closures. By automating the most repetitive and high-volume voice requests, the AI assistant allows human agents to focus on complex, high-value interactions that truly require their expertise.

The Results

The implementation of Talkama’s AI assistant within the Freshworks platform delivered transformative results for businesses using the integrated solution:

65% of Routine Calls Automated

The AI handles the full lifecycle of common voice requests—including FAQs, order status inquiries, ticket creation, and user verification—completely without human involvement.

75% Reduction in Wait Times

With the AI assistant managing high call volumes instantly, customers no longer wait in queues for routine inquiries, dramatically improving response times.

2x Increased Response Rate

Businesses can now handle twice as many customer voice requests with the same resources, thanks to automation that never sleeps or slows down.

60% Less Agent Workload

Support teams experience a significant reduction in repetitive, low-value tasks, allowing them to focus on complex cases and deliver higher quality service.

Conclusion

By integrating Talkama’s Voice AI into Freshcaller, Freshdesk, and Freshservice, Freshworks has equipped businesses with a powerful tool to automate routine voice interactions, reduce wait times, and lower agent workloads—all while delivering modern, efficient customer experiences directly within the platform they already use.

Routine Calls Automated

0 %

Routine Calls Automated

0 %

Routine Calls Automated

0 ×

Routine Calls Automated

0 %

Overview

Answer every call. Qualify leads. Book meeting 24/7.

See More Case Studies

We manage the end-to-end AI agent lifecycle, ensuring natural conversations, reliable execution, and measurable outcomes—2.5× more appointments, +10% conversions,and 80% reduced costs.