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Title
Freshworks uses machine learning to predictively triage help desk tickets
…nd customer satisfaction. After migrating to the Databricks Data + AI Platform, it was able to predictively triage help desk tickets in an automated manner, greatly increasing ticket resolution speeds, which directly impacts customer s…
Description
Freshworks, a CRM and customer experience software provider with over 60,000 enterprise customers, migrated from Hadoop/Cloudera to the Databricks Data + AI Platform to use machine learning for predictively and automatically triaging help desk tickets, greatly increasing ticket resolution speed. Using MLflow, its data science team streamlined the ML lifecycle from training to deployment, training models 4x faster after the migration, while reducing data platform maintenance costs by 75%.
…st management standpoint, the simplified approach of the lakehouse architecture reduced overall platform maintenance costs by 75%. With less time spent on IT/DevOps and efficiency features like collaborative no…
…ere 4–5x faster, resulting in efficiency gains within the data science team, as they were able to train their ML models 4x faster. Faster training of models means better predictive insights for the customer sup…
Company
Freshworks
…rity and Trust Ready to get started? Get a Demo Login Contact Us Try Databricks Customer Stories / Freshworks CUSTOMER STORY Satisfying customers through better help desk support 500+ TB An…
Industry
Technology & Software
…goal is the same: delight your customers with outstanding products and service. Freshworks makes this possible with a wide range of CRM and customer experience solutions. As its customer base continued to grow, so did the pressures to improve the per…
Deployment model
Cloud
…s customers. Share this post Details Use Case : Data Science , Data Warehousing Cloud : AWS Product : Databricks SQL , Delta Lake Ready to get started? Try Databricks for…
Problem
Freshworks' legacy Hadoop infrastructure (self-managed CDH distribution of Cloudera), made up of multiple data and analytics tools, incurred massive IT overhead and created performance bottlenecks as data volumes increased, slowing the customer support team's ability to triage and resolve help desk tickets.
…omers to help it optimize processes and accelerate time to resolution. However, its internal enterprise data platform — powered by Hadoop (self-managed CDH distribution of Cloudera) — was made of multiple data and analytics tools, which incurred massive IT overhead to manage upgrades and monitor for performance. This environment created performance bottlenecks as data volumes increased and…
Solution
Freshworks migrated to the Databricks Data + AI Platform over seven months, using Delta Lake for data reliability, Unity Catalog to democratize data while meeting PII compliance requirements, Databricks SQL for operational analytics, and MLflow to streamline the machine learning lifecycle so it could predictively and automatically triage help desk tickets.
…iple clouds to move, Freshworks knew the migration wasn’t going to be easy, but the whole process was achieved within seven months. When the migration was kicked off, Freshworks first worked with Databricks to i…
Technology
Databricks SQL, Delta Lake, MLflow, Unity Catalog
…pany builds pipelines to support analytical and machine learning workloads. And with MLflow, its data science team has been able to streamline the machine learning lifecycle from training and experimentation to versioning and deployment. Improving custo…
Use case type
Workflow automation
…nd customer satisfaction. After migrating to the Databricks Data + AI Platform, it was able to predictively triage help desk tickets in an automated manner, greatly increasing ticket resolution speeds, which directly impacts customer s…
Headline outcome
…st management standpoint, the simplified approach of the lakehouse architecture reduced overall platform maintenance costs by 75%. With less time spent on IT/DevOps and efficiency features like collaborative no…
Business value
Freshworks reduced data platform maintenance costs by 75%, boosted data team productivity over 60%, achieved 4-5x faster data processing, and trained ML models 4x faster, leading to faster help desk ticket triage and higher customer satisfaction.
…es like collaborative notebooks and support for multiple programming languages, its data teams saw a boost in productivity of over 60%. Additionally, the data processing speeds were 4–5x faster, resulting in efficie…
…anguages, its data teams saw a boost in productivity of over 60%. Additionally, the data processing speeds were 4–5x faster, resulting in efficiency gains within the data science team, as they were able…
AI capabilities
Predictive Analytics
…nd customer satisfaction. After migrating to the Databricks Data + AI Platform, it was able to predictively triage help desk tickets in an automated manner, greatly increasing ticket resolution speeds, which directly impacts customer s…
Deployment options
cloud
…s customers. Share this post Details Use Case : Data Science , Data Warehousing Cloud : AWS Product : Databricks SQL , Delta Lake Ready to get started? Try Databricks for…
