In this edition of SaaS@Scale, we take you through how Freshworks is envisioning ML/AI reshaping the business of business software and how we are applying for the advances in these areas to our products. We’ll talk about our thinking of six layers of Artificial Intelligence and how that helps us in organising and prioritising product features. We’ll discuss how choosing and executing on ML projects differ greatly from normal software projects. Diving into the specifics, we’ll also touch upon various aspects of planning, building, and launching one specific project - Answerbot, which is an intelligent answering system for customer support. We’ll cover the ideas, techniques, and data pipelines that went into building this.