Customer Support Automation That Scales.
Resolve tickets faster by automating triage, escalation, and customer communication in Freshworks, all defined in plain English.
Describe It in English.
It Runs Deterministically.
Overview
Ingest new Freshworks support tickets; classify by priority using sentiment and keyword analysis; route to the right agent group and send the customer an acknowledgment with an estimated response time.
Execution Steps
Ingest and Classify Tickets
- Pull new unassigned tickets from Freshworks Freshdesk queue
- Analyze subject and description to determine category, product area, and urgency
Enrich with Customer Context
- Look up the customer in Freshworks CRM for account tier, open deals, and recent interactions
- Flag VIP customers or accounts with active escalations for priority routing
Route and Acknowledge
- Assign the ticket to the appropriate agent group based on category and SLA tier
- Send the customer a personalized acknowledgment with the expected resolution timeframe
Enterprise
Use Cases
SLA Breach Prevention
Monitor Freshworks tickets approaching SLA deadlines and auto-escalate to the team lead before a breach occurs.
Intelligent Ticket Routing
Route incoming Freshworks tickets to the agent with the right skill set and lowest current workload, not just round-robin.
Customer Health Scoring
Aggregate ticket volume, sentiment, and resolution times from Freshworks to calculate a customer health score and flag at-risk accounts.
Frequently asked
questions.
Kognitos is a leading US-based artificial intelligence platform designed to transform how businesses operate by automating repetitive tasks and enhancing efficiency. Our AI automation platform allows users to automate complex business processes simply by communicating their goals in plain English. Leveraging advanced technologies like a proprietary LLM-based interpreter, Intelligent Document Processing (IDP), Optical Character Recognition (OCR), and Natural Language Processing (NLP), Kognitos enhances productivity, speed, and accuracy. Unlike traditional automation solutions that require complex coding, Kognitos offers unparalleled adaptability and scalability, empowering businesses to streamline workflows and eliminate manual tasks without extensive technical knowledge.
Process automation refers to the use of technology to automate repetitive, manual tasks within a business or organization. The goal is to streamline and optimize workflows, increase efficiency, reduce errors, and save time and resources. This can be achieved through the implementation of various technologies, such as RPA, Workflow Automation, Machine Learning and Artificial Intelligence.
Security is a core principle of Kognitos' architecture, built on state-of-the-art cloud services with strong security foundations. Critical business processes run on the Kognitos platform, and we prioritize the security of both the processes and their data. Kognitos employs serverless, cloud-based services with the principle of least privilege access. For example, a service without a need to access a database does not have access to it. Kognitos has achieved the SOC 2 Type II certification for our best-in-class security controls and compliance with the AICPA's Trust Services Criteria. Learn more
Related
Integrations
Freshworks automation questions.
What can I automate between Kognitos and Freshworks?
Read, transform, and write data with deterministic policy, exception routing in plain English, and full audit trail. Common patterns include data hygiene, bidirectional sync, periodic reconciliations, and exception handling that escalates to a human in Slack or Teams. Kognitos reads from Freshworks, applies the policy you wrote in plain English, and writes back deterministically with a full audit trail, no probabilistic LLM action.
How does Kognitos connect to Freshworks?
Through Freshworks's official API using scoped credentials (OAuth or API key, depending on which Freshworks supports). Kognitos stores credentials in a managed secret store with rotation; permissions are limited to what your automation actually needs.
What events in Freshworks can trigger a Kognitos automation?
Common triggers include an inbound webhook, a record change, a scheduled job, or a Human-in-the-Loop handoff from another Kognitos automation. Kognitos supports both event-driven (webhook) and scheduled execution, and you can mix both inside a single automation.
Can business users build Kognitos + Freshworks automations without code?
Yes. The Kognitos Builder Agent walks you through the process in conversation; you describe what you want in English (e.g., "every weeknight, reconcile Freshworks records against the warehouse and email me anything that doesn't match") and Kognitos generates and runs the automation. No drag-and-drop, no Python, and no third-party iPaaS.
Is Freshworks data safe with Kognitos?
Yes. Kognitos is SOC 2 Type II, HIPAA-attested, ISO 27001-certified, and GDPR-aligned. Freshworks data is processed inside the customer tenant, encrypted in transit and at rest, never used to train upstream models, and every decision is captured in an immutable English-language audit log.
How do I get started with the Kognitos + Freshworks integration?
Book a 30-minute demo. We'll help you connect Freshworks, pick a real bottleneck from your team's backlog, and ship a working automation written in plain English in the first session, no procurement runway required.