Freshworks: 660 jobs cut

Combined CX teams and restructured around AI priorities. Freddy AI product increasingly handling customer queries autonomously. 13% of workforce. The connection to AI is moderate — while the company is investing in AI capabilities, the layoffs were attributed to broader restructuring alongside technology adoption. Of the 660 total positions affected, our methodology estimates that approximately 264 roles (40%) are attributable to AI-driven changes. This is part of a broader pattern in SaaS/Customer Service where companies are restructuring operations around AI capabilities while reducing headcount in functions susceptible to automation.