Case Study: Freshworks achieves 65% voice automation with Synthflow

Freshworks automates 65% of routine calls with Synthflow

Freshworks, a global SaaS and telecom company, faced operational challenges with its voice support channels, including slow legacy IVR systems, high call abandonment rates, and agents bogged down by repetitive tasks like verification and FAQs. To modernize this critical part of their customer experience stack, they partnered with vendor Synthflow to integrate real-time Voice AI into their Freshcaller, Freshdesk, and Freshservice platforms.

The solution implemented by Synthflow added a conversational voice layer that automates key workflows, handling intent-based routing, identity verification, and FAQ resolution in real time. This integration resulted in 65% of routine calls being automated, a 75% reduction in wait times, and a 30-40% increase in CSAT. Furthermore, Synthflow's technology enabled a 40-60% lower agent workload, allowing human agents to focus on more complex, high-value issues.

Freshworks