Freshchat

Freshchat is a high-performance, AI-driven customer messaging platform developed by Freshworks, engineered to facilitate seamless engagement across the entire customer lifecycle. By 2026, Freshchat has solidified its position as a leader in 'Agentic Support,' moving beyond simple rule-based bots to fully autonomous generative AI agents powered by the Freddy AI engine. The technical architecture leverages a globally distributed infrastructure to ensure sub-second latency for real-time communication across diverse channels including WhatsApp, Apple Business Chat, and SMS. Its core value proposition lies in the unification of customer data, enabling agents to view context from CRM and third-party integrations directly within the chat interface. For enterprise-scale deployments, Freshchat provides advanced routing algorithms (IntelliAssign), skill-based workload management, and comprehensive data residency options. The platform’s shift toward generative AI facilitates automated ticket summarization, tone enhancement, and instant knowledge base retrieval, significantly reducing Mean Time to Resolve (MTTR) while increasing customer satisfaction scores (CSAT).