AnsweriQ (Acquired by Freshworks)

AnsweriQ is an intelligent automation solution for customer service, founded in 2017 and headquartered in the United States. Acquired by Freshworks, it aims to Transform Customer Service with AI. Leveraging AI and IPA, AnsweriQ's suite of products assists customer service leaders in automating information and process-based cases. The company's offerings are designed to address two key areas. For information cases, AnsweriQ provides Zero Contact Resolution through self-service AI and automated responses, without the need for an agent's intervention. Meanwhile, for process cases, their platform enables single-click intelligent automation for repetitive and mundane customer service processes, delivering significant efficiency gains. AnsweriQ's products seamlessly integrate with popular CXM systems such as Zendesk, Salesforce, ServiceCloud, ServiceNow, and Microsoft Dynamics. Notably, their intelligent automation can lead to a 25% reduction in case volume, and process automation can deliver up to a 90% saving in average handle time, along with close to a 100% reduction in error rates. The company's assistance to agents with AI-based recommended responses aims to improve CSAT, NPS, and agent morale. In its last investment round, AnsweriQ secured a $5.00M Series A investment from Madrona Capital on 03 August 2017. Specializing in the AI and Machine Learning industries, AnsweriQ's acquisition by Freshworks indicates its potential for further growth and success in the customer service automation space.