Hey Everyone !!
As promised during our session, I'm excited to share my first blog on the AI Maturity Model, exclusively for the Community! Please give it a read—it's an in-depth exploration of each stage progression and how to get started. Take your time to go through it, and I’d love to hear your thoughts. Looking forward to your feedback!
AI is not just the future—it’s already here, silently judging our email responses and making our customer support smarter. As businesses grow, efficiency becomes key, and AI is no longer just for tech giants; even small and medium businesses are hopping on the AI train.
With AI now as common as a coffee machine in an office, companies are rushing to create their own fancy large language models (LLMs). But here’s the kicker: implementing AI can be overwhelming. Many businesses dive in without a clear plan, only to find themselves drowning in complexity.
That’s why Freshworks created the Freshworks AI Maturity Model —a practical, step-by-step framework to help businesses actually make AI work for them (instead of the other way around).
Why Do Businesses Need an AI Maturity Model?
AI implementation isn’t just about fancy algorithms—it’s about transformation: people, business processes, and mindset. Many companies run into the same problems: unclear goals, poor prioritization, and assuming AI is a magic fix-all. The reality? AI needs time to deliver results.
How does this model help?
✅ Breaking AI adoption into bite-sized, digestible stages.
✅ Maximizing ROI while minimizing costly AI missteps (AI doesn’t have to be an expensive mistake!).
✅ Ensuring AI aligns with business goals instead of just looking fancy in investor reports.
Unlike those one-size-fits-all approaches, this model adapts to your business—whether you’re in e-commerce, banking, or still figuring out what your business actually does.
The Five Stages of the Freshworks AI Maturity Model
Readiness: Laying the Foundation
Before diving into AI, ask yourself: Do I actually need a chatbot, or am I just following the hype? Businesses often overestimate or underestimate what AI can do, leading to wild expectations or missed opportunities.
Key Considerations:
✅ Define your business objectives (Are you aiming for faster support, cost savings, or just trying to impress your board?)
✅ Evaluate your existing support processes (Are your agents drowning in repetitive queries?)
✅ Assess team readiness (Does your team embrace technology, or do they still use fax machines?)
✅ Prioritize AI use cases (Start simple)
✅ Ensure your tech infrastructure is AI-ready
1. Foundation: Self-Service Enablement
Congratulations! You’ve decided AI is the way to go. Now, start small—think FAQs, basic automation, and chatbots that don’t require a PhD to operate.
Chatbots at this stage work like a helpful intern: they handle FAQs, direct customers to knowledge bases, and escalate issues when needed.
Why It Matters:
✅ Quick to implement (Minimal effort, maximum impact)
✅ Low complexity (Even your least tech-savvy employee can manage it)
✅ Immediate reduction in support tickets
2. Efficiency: Real-Time Information Delivery
Now that your chatbot has mastered FAQs, it’s time to level up! At this stage, chatbots start fetching real-time data from your backend systems. Think order tracking, appointment scheduling, and instant booking confirmations.
It’s like having a super-efficient employee who never takes coffee breaks.
Why It Matters:
✅ Faster resolution times (No more "Please hold while I check..." moments)
✅ Reduced support ticket volume
✅ Moderate complexity with high business impact
3. Automation: Task Simplification
Your chatbot is now more than just a glorified FAQ machine—it can do things.
At this stage, chatbots don’t just fetch information; they also allow customers to take actions. Need to reschedule a flight? Update an account? No problem! Instead of waiting on hold for an agent, an AI-powered chatbot can handle rescheduling instantly—no human intervention needed. This not only reduces agent workload but also improves customer satisfaction.
This is also where AI-powered Agent Copilot features kick in, making human agents super-efficient.
Why It Matters:
✅ Significant business impact
✅ Optimized agent productivity (Less grunt work, more value-added work)
✅ Medium complexity, but worth the investment
4. Personalization: Tailored Experiences
Now, your chatbot isn’t just responding—it knows your customers. Thanks to LLMs and AI-powered insights, conversations feel more human-like (but without the bad jokes and awkward small talk).
Imagine a customer support bot that remembers past interactions and offers personalized recommendations—it’s like Netflix, but for customer service.
Why It Matters:
✅ Boosts CSAT
✅ Higher business impact (More engagement, more conversions)
✅ Increased complexity, but totally worth it
5. Revenue & Retention: Re-Engagement Strategies
Welcome to the AI big leagues. Your chatbot is now actively driving revenue—reminding customers about abandoned carts, offering personalized discounts, and proactively solving issues before they become problems. Instead of losing potential sales, a chatbot automatically follows up with personalized discounts and reminders. The result? Higher conversion rates and more revenue—without additional marketing spend!
Think of it as your best salesperson, but available 24/7 and never asking for a raise.
Why It Matters:
✅ Maximizes revenue & retention (More sales, fewer lost customers)
✅ Enhances customer lifetime value (Happy customers = long-term customers)
✅ Highest complexity, but also the biggest payoff
As businesses progress through AI maturity, complexity increases, but so do the benefits. While initial stages focus on efficiency and cost savings, later stages unlock revenue potential and customer retention. The key is to start small and scale based on impact!
Common AI Adoption Challenges & How to Overcome Them
🔴 Challenge: Lack of AI expertise
✅ Solution: A step-by-step framework (Hey, that’s what we’re offering!)
🔴 Challenge: Difficulty proving ROI
✅ Solution: Clear business impact at each stage
🔴 Challenge: Employee resistance to AI
✅ Solution: AI is a tool, not a replacement (Your team will love how much easier AI makes their job.)
How to Get Started
🔹 Step 1: Diagnose Your Support Challenges
Analyse ticket volume, customer complaints, and response times.
🔹 Step 2: Identify High-Impact AI Use Cases
Start with simple automation, like FAQs and ticket routing.
🔹 Step 3: Set Clear Success Metrics
Define KPIs like resolution time, CSAT, and agent productivity.
🔹 Step 4: Launch a Pilot Project
Test AI in one department before rolling it out company-wide.
🔹 Step 5: Scale AI Based on Data
Use insights to refine AI capabilities and expand adoption.
AI isn’t a magic wand—it’s a tool. The Freshworks AI Maturity Model ensures businesses implement AI in a structured way that delivers real value. Whether you’re just starting or aiming for AI-driven revenue growth, this framework will help you get there.
Want to see AI in action? Let’s chat about how Freshworks AI can transform your support experience.
Best
Saurabh Deshpande
Freshworks Team
