AI First Mindset: Learnings in Generative AI for Product and Engineering Teams
summary
Eight-year GenAI rollout at Freshworks moves from BERT experiments to production Freddy platform that spans eight products and 120 countries, with 70–80 use cases and 20+ internal models plus Azure OpenAI/OpenAI integrations. Claims include 40–50% deflection of customer queries using assistant APIs and bots. Engineering shifts to iterative, fail-forward pipelines, agile MLOps, and feature scoring; safety sits in a Freddy Guardian layer that scans prompts and responses sub-millisecond.
AI-written summary · about
chapters (6)
- 0:00Introduction and purpose
- 2:21Freshworks 8-year AI journey
- 7:38AI approach ideation execution
- 12:29Building AI teams and platforms
- 13:54Responsible AI and governance
- 14:57Final takeaways and future
related talks
33mEngineering AI Applications: A Conversation with AI Leaders
26mAI for enterprise teams
38mFrom code to culture: How AI is reshaping the engineering organization
34mOrganized chaos adopting GenAI at Enterprise
16mTransform customer experience with an array of AI agents
20mBeyond the Buzz: Discovering High-Impact Use Cases in the Generative AI Era
35mProductivity in the age of AI
26mAI in Use: Industry Perspectives