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After SaaS, Freshworks founder to ride AI wave

After SaaS, Freshworks founder to ride AI wave
Freshworks founder Girish Mathrubootham (File photo/IANS)
CHENNAI: Freshworks founder Girish Mathrubootham is mindful of soon touching his 50s. So is he of the disruptions posed by AI-based applications to the software business. But he doesn't mind losing the title and money to achieve what he calls the 'real growth'.
Girish equated his decision to step down to quitting Zoho ManageEngine in 2010, as he and company chief executive Dennis Woodside spoke to TOI at Freshworks' office in Chennai on Thursday.
G, as he's fondly called, wanted to ride the opportunity in the software as a service (SaaS) wave and took the leap to startup. "I could see SaaS adoption growing." He added, "I think the moment of time that we are in right now (at) the beginning of the AI wave. It's a great opportunity to focus on product and make sure that FreshWorks as a company rides this wave really well."
He identified three changes AI brings to enterprise software - workflow automation, the use of co-pilot and data & insights for decision making. "Whether we like it or not, it is coming," Girish said, referring to workflow automation in enterprise software.
"These are a broad guiding framework on where we can focus. As we go deeper and as AI capabilities with foundation models get deeper, we'll be able to deliver more and more value," the founder said. He aims to build AI-based solutions in the product suite wherever possible.
The company has rolled out customer support automation, and another tool which summarises meetings, emails and articles. A data analytics solution is under development.

Amid broad industry concerns about monetising AI offerings, CEO Dennis said the company has started charging AI offerings and seeing traction, though it is still in its nascency. Customer support automation handles large amounts of queries and are paid per resolution basis, cutting costs for the company. "There's real value back to the company because they avoid that cost."
"We're monetising two of the three areas today, it's still very early. Customers have to get used to working in the load. They must see the value they have to see the business case, but we're starting to see good traction," he said.
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