Mika Yamamoto at AI Summit: How AI supports customers and employees
Freshworks’ CCMO explains how a new generation of AI agents will drive productivity and job satisfaction
At the Freshworks AI Summit earlier this week, business leaders and product experts shared insights about how companies are leveraging AI to improve customer and employee experience.
As part of a joint keynote presentation with Freshworks CEO Dennis Woodside, Mika Yamamoto, chief customer and marketing officer at Freshworks, discussed the potential of AI to drive business results. A new generation of AI agents are designed not to replace human workers but to boost their productivity and job satisfaction, she explained. They go beyond traditional chatbots, autonomously handling complex tasks and providing personalized, secure, and scalable support.
Here are few highlights from her keynote:
Agentic capabilities
“AI agents are not like the chatbots of yesterday. They’re more sophisticated, capable of autonomous decision-making and actions, and can go beyond scripted responses to truly understand and support complex needs.”
Collaborator, not replacement
“People-first AI isn’t built to replace humans. Instead, it works alongside them. It removes busywork and accelerates productivity, enabling them to do more with less, improving customer satisfaction and employee satisfaction.”
‘Anticipate and act’
“The future of AI agents is moving from ‘react and respond’ to ‘anticipate and act.’ It’s about AI that’s proactive, smarter, and a step ahead, enabling work to be smoother, freeing up time, and boosting decisions with data-driven insights.”
Below is a clip from Mika’s' AI Summit presentation, or watch the full event here to learn how AI is transforming the workplace:
