India, Sept. 8 -- In this interview, Sreedhar Gade, VP of Engineering at Freshworks, explains this transition, reveals how Generative AI is changing product strategy, and moving to AI-native systems and conversation interfaces. He also discusses the consolidation trend with respect to enterprise SaaS, Freshworks journey to a combined platform, and his vision for an "agentic" world that emphasizes AI governance and trust.

What we can uniquely do is serve both SMBs and enterprises, thus giving us a larger innovation canvas. In AI, we're pulling together new forms of co-piloting, where AI helps agents by responding using the full context of the customer, with models we trained on Freshworks data to further enhance automation, and even agent...