Freshworks Inc., a San Mateo, Calif.-based customer engagement software company, acquired AnsweriQ Inc., a provider of ML and AI for larger enterprises.
The amount of the deal was not disclosed.
AnsweriQ complements Freshworks’ AI engine, Freddy, by enabling enterprise organizations to leverage their existing customer data to scale self-service experiences and automate complex customer workflows.
AnsweriQ’s ML models leverage AI algorithms against millions of customer interactions to generate automated self-service Q&As and improve next-step escalations. Freddy will incorporate AnsweriQ’s AI to learn from ticket data and agent actions within the Freshworks Customer-for-Life Cloud and improve customer self-service capabilities. It will be able to anticipate customer needs, make recommendations for agents based on the conversations and perform tasks such as refunds and cancellations with no manual input required, improving customer self-service and freeing up agent time to handle more complex requests.
Freshworks also announced that AnsweriQ CEO Pradeep Rathinam has joined the senior executive team as chief customer officer. AnsweriQ’s Seattle office expands Freshworks’ U.S. footprint from San Mateo, Calif., and Denver to the Pacific Northwest tech center, providing another talent hub to draw from.
Led by Girish Mathrubootham, founder and CEO, Freshworks provides innovative customer engagement software for businesses of all sizes. It now has more than 2,700 employees working in 13 offices around the world. The company recently closed $150M in funding.