Freshworks Refresh 2025 | Srini Raghavan, Freshworks & Moosh Jarzyna, Stack Overflow

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Srini Raghavan

Chief Product Officer

Freshworks

Moosh Jarzyna

Director of IT

Stack Overflow

play_circle_outline Introduction of speakers from FreshWorks and Stack Overflow at FreshWorks Refresh event.

play_circle_outline Stack Overflow's focus on tools for employee technology and innovation delivery.

play_circle_outline Enhancing EX and CX: How AI Transforms FreshWorks’ Employee and Customer Experience Solutions

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Srini Raghavan, Freshworks & Moosh Jarzyna, Stack Overflow

Srini Raghavan

Chief Product Officer Freshworks

Moosh Jarzyna

Director of IT Stack Overflow

In this Refresh North America 2025 interview, Srini Raghavan, chief product officer at Freshworks, and Moosh Jarzyna, director of IT at Stack Overflow, join theCUBE’s Bob Laliberte at Oracle Park to explore how Freshdesk and Freshservice are “uncomplicating service” with people-first AI across customer and employee experience. Raghavan explains how Freshworks’ EX and CX portfolio, powered by deeply integrated AI agents, copilots and AI Insights along with new vertical AI agents, digital experience capabilities and intelligent routing, helps customers implemen... Read more

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Bob Laliberte

>> Hello and welcome back to theCUBE's coverage of FreshWorks Refresh. We're here at Oracle Park in San Francisco. I'm Bob Laliberte, and today I am joined by Srini Raghavan, the Chief Product Officer at FreshWorks. And Moosh Jarzyna, director of IT at Stack Overflow. Gentlemen, welcome.

Moosh Jarzyna

>> Thank you.

Srini Raghavan

>> Thank you for having us.

Bob Laliberte

>> Yeah, great to be here. Great event today. Lots of energy, lots of excitement going on. So along those lines, Moosh, why don't you tell us about Stack Overflow and maybe what you're most excited about that you learned today here at the FreshWorks Refresh?

Moosh Jarzyna

>> Sure. So most people know us for our public platform, our 83 million questions and answers that help the developer community innovate and grow. Since then, we've announced a lot of enterprise-grade products that continue to help our user community. My team focuses primarily on ensuring that our employees have the technology and the tools that they need to innovate and deliver quality results to our user community as well as the company in a way that's secure, compliant, and cost-effective. I think today from the event, the AI innovation, the AI Studio that Fresh has announced and the DEX integrations I think are really going to help drive operational efficiency within Stack.

Bob Laliberte

>> Excellent. Well, it sounds like you're probably pretty busy making sure that all your teams get what they need.

Moosh Jarzyna

>> Just a little bit.

Bob Laliberte

>> Yeah, absolutely. And so we often hear about how complex today's modern environments are. You've got modern applications that are bringing services up and down in seconds and so forth. So a big theme coming out of Refresh this year is Uncomplicated services. And so could you unpack what that means for our audience, Srini, and really dig into that a little bit for us?

Srini Raghavan

>> Yeah, so when we say uncomplicated, what we really mean is the value that our customers are getting from bringing to life the products that they use. So it's faster time to implement and easier to use, easier to configure. So take for example, Seagate, which is a large customer. Stack Overflow, which has 83 million answers, Coherent, or Travis Perkins. In a lot of instances, they're coming from complex platforms. These customers come to us because they get value much more faster, and you don't need to have a developer maintaining these platforms. They can maintain it by themselves and the users have easier access.

Bob Laliberte

>> And I think you make a really good distinction that when you've got a complicated problem, you need a sophisticated to make it easy to use. That's really what's needed to simplify the process. So I think that's great. And I'm wondering if, I know today there were a number of innovations that were announced, and so I want to dig into those, but before we do, I'm hoping you can maybe just start with an overview of the portfolios across your EX and CX lines.

Srini Raghavan

>> Yeah, so FreshWorks primarily has two product lines. It's Fresh service and Fresh Desk. If you take a step-up and say, the experiences that we deliver is employee experience and the customer experience. On top of these two is what our AI portfolio is. So we have EX, CX and then we have the AI. So AI serves three personas for us. One is the end users, which is where the AI agents comes in, what Moosh just said helps the end users to self-serve. And the second one is our Copilot, which helps the human agents to be more effective. And then there's AI Insights, which helps the CIOs and CXOs to get insights on the business on what's going on in the business.

Bob Laliberte

>> And I think your CEO, Dennis and I talked about this, really the key is that your AI is deeply integrated, it's foundational for your product line, not just being bolted on.

Srini Raghavan

>> That's correct. That's exactly right.

Bob Laliberte

>> Maybe dig in a little bit deeper into what you just announced for a Fresh Desk, and in particular, I'm really interested in the vertical AI agents as well.

Srini Raghavan

>> Yeah, so what we just announced is the Vertical AI agents. These are high-volume industries for us where there's a lot of support tickets that come in and you require, and the AI agency is able to answer these questions. In fact, we've been testing this with a bunch of customers. iPostal, Gales Bakery is one you heard this morning. So both smaller customers like Gales Bakery, which are two-person team, they have multiple different locations in the UK. So they're able to answer questions and they're able to set it up out of the box. iPostal is another customer which is able to answer a lot of the questions that are coming in by using the AI agents.

Bob Laliberte

>> Yeah, I'm really impressed with this approach that you're taking by going into the specific verticals and applying that technology. Again, it's not a generic that they need to then work and apply to their unique environments. It's already done for them, so it really accelerates the time to value using that AI. So kudos on delivering the vertical AI agents. I've heard a lot of people talking about doing this, but you're one of the first that I've seen actually delivering it, so that's great. Now I guess switch gears and maybe tell us more specifically about what you're seeing from today, the new innovations for Fresh Service.

Srini Raghavan

>> Fresh Service had three major innovations that we announced today. One which Moosh talked about, which he seems to be excited about, which is the digital experience. So we sort of bucket our innovations under three. Unified experiences, people-first AI, and rapid impact. On the unified experiences is where the first two innovations were announced, digital experiences and the intelligent routing, which helps the routing of the tickets automatically. AI routes the tickets to human agents. And the second one, we announced AI agents that have the capability to search on Confluence, SharePoint, Google Drive. It supports multimodal. So think of it like my Zoom is broken and I will take a picture of it and I'll send it, and the AI agent can automatically interpret a picture rather than text. We announced AI Insights, conversational insights for CIOs. So think of it like the ChatGPT, but for all your enterprise IT data.

Bob Laliberte

>> Awesome. I think that sounds great. And Moosh, I wanted to turn to you. So we just heard a lot of innovation laid out on the table. You've heard it earlier this morning as well. Obviously you're excited about some pieces. I'm wondering about how the overall message resonates with your vision for IT, what you're doing. Maybe talk a little bit about why you picked Fresh Service and how it's helped you unify your operations and maybe how you've expanded its use within your organization.

Moosh Jarzyna

>> Sure, sure. So I absolutely hate switching IT as SM vendors. It's a massive undertaking for the IT team, for the engineering team, for our end users. It's a pretty big uplift. So five years ago when we were evaluating new IT SM vendors, my two primary criteria outside of the core ITIL functionality was a vendor who delivers a tool that's easy to implement, quick to implement, easy to maintain and operate, as well as a vendor who can continue growing with us so we don't outgrow with them and have to switch to a different tool set. I think Fresh has been delivering on that consistently over the past five years. So they introduced Workspaces, which allowed us to bring on the people team into the tool while maintaining data segregation with our employee PII away from the technical teams, employee journeys, and custom journeys that were recently released, which will open up a lot of opportunities for us to further simplify business processes that don't fit into the technical models. Stack Overflow by its nature, we have a very technical user base internally who does not like to open up tickets. So the DEX integration, the digital experience integration where we can get the telemetry data from our endpoints is really going to help us to improve our customer, our employee experience, our internal customer experience without burdening and repeatedly asking our engineers to submit tickets and tell us about what issues they're having. So again, just proves that Fresh continues to think about its customers and deliver value add solutions.

Bob Laliberte

>> Yeah, I think that sounds great. So it sounds like there's a lot of advantages you have by leveraging the platform that you're getting from FreshWorks. I'm wondering if you've gone through and looked at some of the kind of tangible business results that you've achieved by having this in place and quantified any of the results or any results you can share with us along those lines of leveraging the platform.

Moosh Jarzyna

>> Oh, absolutely. So when I joined Stack Overflow, our employee onboarding process was incredibly manual labor-intensive. Everybody was complaining about it from the service desk agents had to fulfill the request. Our people operations team, our hiring managers. Laptops weren't getting delivered on time. A lot of meetings, a lot of escalations, missed SLAs, et cetera. So once we implemented Fresh Service, we were able to use the employee onboarding journey to really simplify the entire process. My team was meeting with our people ops team once, twice a week just to keep everything in sync. We no longer have to do that. Everything is within the tool, within the workflows. It flows from one team to the next. Our laptop delivery went from about 46% laptops delivered on time, meaning ahead or on day one to 100% excluding obviously weather and customs and stuff like that, but things within our control, we can meet that 100% SLA. We had a lot of requests from hiring managers to onboard people off cycle that eliminated complete leaders. There's no more reason to ask for that because we can't just continue to onboard people as quickly as possible. So that's one major use case that has drastically improved our employee experience.

Bob Laliberte

>> Yeah, no, those sound really impressive. Getting people onboarded faster, getting the tools that they need faster means they're going to be productive faster and delivering real value to your organization. Wanted to ask you a little bit about your vision for AI and where does FreshWorks Freddie AI products fit into your vision?

Moosh Jarzyna

>> Sure, sure. So I've been doing IT operations now since high school really. So it's been a couple years. At every single tech event and summit, CAB or whatever it might be, even today at today's keynote, yesterday at our CAB meetings, one old age adage keeps coming up, and that is we need to go from being reactive to being proactive. I think the introduction of AI Studio and agents as well as the DEX integration, putting everything to one platform is finally going to open up the capacity within IT organizations to bridge that gap and finally move to a proactive state by getting that telemetry data ahead of time, utilizing AI to find those patterns and issues and result them before they happen and we can finally find something new to complain about.

Bob Laliberte

>> Got it. Got it. That makes a lot of sense. Srini, want to go back to you, pretty impressive results that they're getting, how they're leveraging AI and the agents that you're putting forth. Is this something you hear from a lot of other customers as well, and where do you see FreshWorks' vision for AI?

Srini Raghavan

>> Absolutely. These are the stories that we have been hearing from a lot of customers. Look at the benefits in three buckets. One is the operational efficiency that they're improving because the AI agent is able to deflect the simple tickets that needs to be resolved. So there's like 70, 80% plus deflections that iPostal is seeing, that Greg's Bakery is seeing, that Seagate is seeing and triumph financially, seeing there's multiple different customers that are seeing huge amount of benefits. Operational efficiency is the first bucket. The second bucket, which is probably the more important thing, is the customer satisfaction. Their end customers are getting resolutions in a much more faster way. So they're seeing the customer satisfaction improve in some instances by 2X, 3X. The second benefit and three is their own human agents that are way more happier because they are using the Copilot. And the Copilot is helping them resolve issues much more faster. At a cost of complexity report, on average, the complexity increases the amount of time by eight hours per week. That's like 20% of the work week. And the employees, by using leveraging AI, they're able to save time and thereby the employee satisfaction is very high. I call it the trifecta. Your operational efficiency is improving. You are having more happier employees, and your end users are really happy.

Bob Laliberte

>> Yeah, it sounds like the perfect trifecta of benefits for an organization to be able to get. Gentlemen, this has been a fantastic, so many great insights that we pulled out. Unfortunately, that's all the time we have here.

Srini Raghavan

>> Bob, I do want to say one thing.

Bob Laliberte

>> Yeah, sure.

Srini Raghavan

>> I was a big user of Stack Overflow. I'm an engineer and I really want to thank Stack Overflow because that made me a much better engineer and I continue to use it, so I'm a customer-

Moosh Jarzyna

>> Got me through college, so excellent.

Bob Laliberte

>> No, that's great. Fantastic. Glad to hear that.

Moosh Jarzyna

>> Thank you.

Bob Laliberte

>> And again, gentlemen, thank you so much for your time and I want to thank all of you for joining us today and stay tuned for more continued coverage of FreshWorks Refresh.

Srini Raghavan

>> Thank you.