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.
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.
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%.
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Frequently asked questions
What did this team achieve with this AI workflow?
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 tools did this team use?
Synthflow, Freshcaller, Freshdesk, Freshservice.
What results were reported?
Routine calls automated: 65%; Wait time reduction: 75%; Response speed increase: 2×; CSAT increase: 30–40% (source-reported, not independently verified).
What failed first in this deployment?
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 t…
How is this call center ai AI workflow structured?
Inbound call received → Intent-based routing → Identity verification → FAQ resolution via knowledgebase → Order status retrieval → After-hours ticket creation → Human agent handoff.