Freshworks Deploys Customer Engagement Software for the Dunzo Commerce App

Freshworks announced that Dunzo, a commerce app based out of India, is using its Freshdesk customer engagement software to manage queries.

The company is deploying Freshdesk’s Freddy AI (artificial intelligence) for consumer and delivery partner modules to complement its customer-facing chatbot, routing and assignment capabilities. The rollout, it was noted, reduced response time from four minutes to 46 seconds.

“At Freshworks, we have a clear vision of how AI can drastically reduce the friction in typical customer service engagements,” said Prakash Ramamurthy, Freshworks’ Chief Product Officer. “We are thrilled that the team at Dunzo is realizing the promise of Freshworks Freddy AI and the business outcomes that show up in customer satisfaction, retention, and growth.”