A Fresh Approach to Data Platforms
summary
Freshworks describes an API-first, in-product data platform that merges product schemas into a unified customer record with 700 profile fields and a low-code custom objects engine letting businesses define up to 100 custom fields and lookup relationships. Ingestion runs through a homegrown iPaaS, data is deduplicated and enriched into timelines and segments, persisted in a low-latency open-source store, and activated via automations, search and access controls so agents see order context instantly and resolve issues (demo shows agent response in a minute, replacement in a day).
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chapters (13)
- 0:00Introduction to data platforms
- 1:26What is a data platform
- 2:28Freshworks unique approach
- 3:33Platform components overview
- 6:06Unified customer record explained
- 8:53UCR use case example
- 11:03How UCR processes data
- 13:08UCR in action with Tom
- 15:38Introducing custom objects
- 17:48How custom objects work
- 20:35Custom objects benefits
- 21:18Freshworks differentiator
- 21:38Developer summit announcement
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