Freshworks shifts to AI-driven consumption-based pricing in customer support
Business
Freshworks is shifting to AI-driven consumption-based pricing in its customer support operations.
The company wants customers to pay based on what they actually use, making things more flexible and outcome-focused.
CEO says AI sped development 30%
Now, Freshworks's AI agent charges by session, and other products bill based on assets or incidents handled.
CEO Dennis Woodside says AI has sped up development cycles by about 30%, so products reach users faster.
With enterprise clients driving growth and big wins over rivals like ServiceNow, Freshworks plans to boost its $600 million Freshservice business and expand AI across all offerings.