How Freshworks Enabled 65% Voice Automation Across CX Workflows with Synthflow Voice AI
Freshworks customers relied on legacy IVRs that slowed routing and caused high call abandonment at peak volumes, while agents spent significant time on repetitive tasks like identity verification and FAQs. Support was limited to business hours and disconnected systems forced customers to repeat information across channels, leaving voice as the least modernized part of the support stack.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Inbound call received
Every inbound call is handled by the Synthflow Voice AI integrated within the Freshworks platform.
The Synthflow-Freshworks integration automated 65% of routine calls, reduced wait times by 75%, delivered 2× faster response speed, increased CSAT by 30–40%, and lowered agent workload by 40–60%.
What failed first
Legacy IVR systems slowed routing, caused high abandonment during peak seasons, and could not provide coverage outside business hours, leaving voice as the least modernized part of the support stack despite handling the most urgent customer interactions.