Freshworks enhances its CX and CRM offerings with new conversational AI features

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As the holiday season heats up, jewelry company Blue Nile is giving its customer service an extra boost, thanks to new conversational AI features from software company Freshworks.

Blue Nile uses Freshworks products, including Freshdesk and Freshchat, to resolve approximately 90% of customer queries at first point of contact. According to Michael Hopkins, senior vice president of sales and service at Blue Nile, this is especially important during the busy holiday season.

“Our 200 online agents are now better supported when interacting with customers via phone, email and chat,” Hopkins told VentureBeat in an email interview. "We also added Freshsales to provide more personalized experiences throughout the customer lifecycle."

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