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    Freshworks, IIT-Madras in AI tie-up

    Synopsis

    The company will partner with IIT-M R&D centre to leverage its AI engine to provide advanced lead scoring capabilities for its customers.

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    Freshworks is looking to widen the scope of the sponsored research to other products in its stable – such as service desk, IT management software, in-app chat platforms and a customer success tracker from its latest acquisition of US-based Natero in May.
    CHENNAI: Freshworks will work with the Robert Bosch Centre for Data Science and Artificial Intelligence in IIT Madras to bolster capabilities of its artificial intelligence (AI) engine as the software-as-a-service unicorn looks to improve the predictive capability of its business software and help clients improve their business.

    The California-headquartered company will initially partner with the centre on how to leverage AI to provide advanced lead scoring capabilities for its customers. Lead scoring is a methodology to evaluate enquiries that may, eventually, end in a sale. AI-enabled software can plough through reams of data on customer acquisition from initiation to sale and predict the leads salespersons should follow.

    The partnership with the Bosch Centre in IIT Madras will also explore whether Freshworks’ sales product can make recommendations, meaning a suggestion of next best action and a notch up from the current standard of business lead rating.

    STS Prasad, senior vice-president, engineering, told ET, “The goal, quite simply, is to take lead scoring beyond simple ratings and provide next step recommendations that make it more useful.”

    Freshworks is looking to widen the scope of the sponsored research to other products in its stable – such as service desk, IT management software, in-app chat platforms and a customer success tracker from its latest acquisition of US-based Natero in May.

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