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"How Freshworks Is Changing Service Delivery with People-First AI"

How people-first, embedded AI is reshaping service delivery from the midmarket to the enterprise.

In this interview from Refresh North America 2025 at Oracle Park in San Francisco, theCUBE’s Bob Laliberte sits down with Dennis Woodside, President and Chief Executive Ffficer of Freshworks, to explore how the company is redefining service delivery through tightly embedded, people-first AI. Woodside reflects on why he joined Freshworks and how the company has scaled to more than 75,000 customers by focusing on fast time to value, intuitive design, and AI woven directly into service workflows.The conversation examines how Freshdesk and Freshservice are integrating AI to automate routine interactions, surface context, and free agents to focus on higher-value and previously unseen issues. Woodside shares real-world adoption examples, including a major aviation software provider supporting airlines like Lufthansa and United, where AI now handles well over half of complex, multilingual inbound requests within months of deployment. The discussion also highlights Freshworks’ multi-tenant cloud architecture, vertical AI agents for industries such as e-commerce, travel, and logistics, and advanced asset and employee experience capabilities that help lean IT and support teams shift from reactive service to strategic, AI-powered leadership as organizations enter the early stages of a long-term AI transformation.

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