Freshworks AI Revenue Grows, Expands with FireHydrant Acquisition

“Our pricing varies depending on what product you’re buying. If you’re buying our AI agent - the product that answers employee or customer questions directly - you pay on a per session basis, and a session is an interaction through chat or through a portal over 24 hours between an employee or a customer and the software. For Copilot, we charge an additional price per seat for the agent themselves. And then some of our products like AI Insights, which is for managers, we just bundle into the higher price plan. We have different ways of monetising and we’re excited about how all of them work together to deliver value for the customers.”

“Out of our 75,000 total customers across Customer Experience and Employee Experience, 6,000 customers are paying us for AI. We added over a thousand new customers in Q3 alone, and the ARR from our AI products is well over $20 million today. We have introduced AI agents for specific industries like e-commerce, travel, retail, and logistics. Copilot is another product that is very popular especially among the larger clients. That said, a lot of the effort here in Chennai, Bengaluru, and in the US amongst our sales teams is to educate our existing customers on AI capabilities that we have, and get them comfortable with moving to AI.”