Freshworks × Synthflow Enable 65% Voice Automation Across CX Workflows

Overview

Freshworks and Synthflow joined forces to modernize voice support for companies that rely on Freshcaller and Freshdesk. By combining Freshworks’ omnichannel CX platform with Synthflow’s low-latency Voice AI, the partnership enables seamless routing, contextual automation, and real-time resolution—directly inside existing support flows.

This gives Freshworks customers a unified way to manage conversations across voice and digital channels with higher speed, accuracy, and automation.

Problem

Many Freshworks customers were facing the same operational challenges across their voice channels. Legacy IVRs slowed routing, peak-season call volumes drove high abandonment rates, and agents spent significant time on repetitive tasks such as identity verification and answering common FAQs.

Support coverage was often limited to business hours, and disconnected systems forced customers to repeat information across chat, IVR, and phone. As a result, voice remained the least modernized part of the support stack—despite being the channel where the most urgent, high-intent customer conversations take place.

Solution

Through the partnership, Synthflow’s Voice AI plugs directly into Freshcaller, Freshdesk, and Freshservice, adding a conversational voice layer that automates key workflows in real time.

The AI handles intent-based routing without menus, performs automatic identity verification using Freshdesk contact records, resolves FAQs through knowledgebase lookups, and retrieves order-status information via connected APIs. It can also create tickets during after-hours or peak-volume periods and transfer calls to human agents with full context and a complete transcript.

This integration transforms every inbound call into a context-rich, conversational experience that resolves faster and with fewer manual steps.

“By integrating Synthflow’s real-time voice automation, Freshworks customers can now modernize voice support, reduce manual effort, and deliver frictionless conversations at scale.”

The Results

Across Freshworks deployments, the joint integration has enabled measurable improvements for end customers:

65% of Routine Calls Automated

AI handles FAQs, order status, ticket creation, and verification without human involvement.

75% Reduction in Wait Times

Calls are answered instantly—even outside business hours or during peak load.

2× Faster Response Speed

Intent-based routing replaces slow IVR trees.

30–40% Higher CSAT

Faster answers + less friction = happier customers.

40–60% Lower Agent Workload

Agents focus on high-value issues instead of repetitive tasks.

Conclusion

The Synthflow × Freshworks partnership brings real-time Voice AI into the core of Freshcaller and Freshdesk, modernizing voice support for thousands of teams.

Through this integration, Freshworks customers gain conversational routing, automated verification, faster issue resolution, 24/7 coverage, seamless ticket creation, and improved handoffs to human agents.

Together, Freshworks and Synthflow enable companies to move beyond managing calls and toward truly mastering conversations.