Most AI service tools are limited to answering questions. Freddy, now, goes beyond: it performs tasks. During its main event, the Refresh, Freshworks revealed the new generation of the Freddy Agent AI Platform, a connected, intelligent, and continuously learning system, composed of AI agents that not only answer users’ questions but actually solve requests. Whether processing an insurance claim, updating a payroll record, or scheduling a new shipment, Freddy AI can now take direct action in the applications companies already use.
The company also introduced the Freddy AI Agent Studio, a no-code platform that makes it easy to create and deploy autonomous AI agents, making it simpler for companies to expand customer support. The Freddy AI Agent Studio helps service teams get rid of endless call transfers, slow resolutions, and frustrated users with outdated automations. The new easy-to-configure AI agents can think, reason, and act to solve various requests from start to finish — freeing up human agents to deal with more complex challenges.
“Our mission is to simplify the most tiring and repetitive work that support and IT teams face every day,” said Dennis Woodside, CEO of Freshworks. “Just like our core software, Freddy Agentic AI gets up and running quickly and generates immediate value — acting as a business accelerator, not just another complex project. Our customers are already seeing real results, such as increased customer satisfaction (CSAT), faster resolution times, and reduced operational costs.”
From Insights to Action: A New Standard of AI at Work
What makes the Freddy AI Agent Platform truly impactful is its ability to help customer service teams and employees act faster to drive results. AI agents not only answer questions — they resolve requests, perform actions across multiple systems, identify root causes of issues, and recommend next steps. These capabilities span a wide range of use cases such as order tracking, account changes, flight and appointment scheduling, payments and subscriptions, loyalty program management, and many other common requests in sectors like retail, travel, financial services, manufacturing, and software. All of this can occur autonomously, allowing teams to spend less time on repetitive tasks and more time on what truly matters.
New features available in the Freddy AI Agent Platform:
Freddy AI Agent Studio: More productive agents, happier customers
Freshworks is launching the Freddy AI Agent Studio, an integrated set of features that simplifies how customer service teams create, test, and launch AI agents in a matter of minutes — all of this can be done by a support team member, without the need for technical knowledge. AI agents can be trained with specific skills to act autonomously, such as issuing refunds, checking order statuses, or updating customer records.
Highlights of Freddy AI Agent Studio:
- Skills Library (Skills Library) – Ready-to-use templates with skills for AI agents to operate in widely used applications like Shopify and Stripe.
- Skills Builder (Skills Builder) – Visual, no-code environment to design and implement custom skills, enabling AI agents to handle requests like processing returns autonomously.
Freddy AI Agent for email: Autonomous customer service via email The Freddy AI Agent for email turns inboxes into autonomous support channels. It analyzes incoming messages, drafts contextual responses, and closes tickets automatically when the customer confirms resolution.
Highlights:
- First response time can drop from hours to minutes
- Repetitive issues are efficiently and accurately addressed
- Scale support without increasing agent workload
Freddy AI Agent for Unified Search: Improves information discovery for employee support Freddy AI Agents now provide even faster and more accurate support to employees by intelligently searching through the company’s platforms for the most recent documentation, easing the load on service agents.
Highlights:
- Seamlessly integrates with Slack, Microsoft SharePoint, and Teams, offering support directly within the tools most used by employees
- Multi-language conversations in over 40 languages for inclusive and personalized support
- Rigorous security that helps prevent data sharing between accounts
Freddy AI Insights with root cause analysis: Faster and data-driven IT decisions
Freddy AI Insights for Freshservice makes complex IT analytics easy by continuously scanning service desk activity, detecting anomalies, signaling trends, and identifying root causes through visual maps. Teams can act quickly with clear and explainable data, without the need for SQL queries or complicated dashboards.
Highlights:
- Proactive monitoring of service operations with insights on trending issues, average response and resolution times, SLA violations, among others
- Root Cause Analysis Maps help identify issues at the source
Metrics to optimize team planning, resolution time, and employee satisfaction
Updates on Freddy AI Copilot: Force multiplier for IT and customer service
The Freddy AI Copilot is a reliable assistant for service teams, making daily tasks easier by drafting clear and well-formulated responses, connecting related issues, and automatically generating useful documentation. The new Copilot capabilities enhance reasoning and contextual understanding to address common critical points in IT and customer service:
What’s New:
- Smart Related Changes – The Copilot reviews recent system changes and highlights the most likely causes in Freshservice
- Response Suggestions – The Copilot reads incoming tickets, searches the knowledge base, and drafts personalized responses for agents to review and send in Freshdesk.
With these updates, Freddy AI Copilot goes beyond basic assistance – it becomes a true partner in delivering faster and smarter support throughout the organization.
“We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real-time challenges,” said Srini Raghavan, Director of Product at Freshworks. “Freddy’s multi-model architecture is built on our trusted LLM partners, each chosen for their strengths. This layered approach helps ensure more accurate, reliable support with greater contextual awareness, enabling teams with limited resources to operate more agilely and with less friction.”
Proven Customer Results
Since its initial launch in 2023, Freddy AI has already helped over 5,000 organizations streamline service operations and deliver measurable results – like up to 70% call deflection with AI Agents and up to 50% productivity gains with the Freddy AI Copilot.
- Hobbycraft automated 30% of customer queries with Freddy AI Agent, freeing up agents to handle more complex issues, improving customer satisfaction by 25%, enabling hybrid work, and increasing employee engagement.
- Bergzeit automatically processed over 200,000 tickets and reduced workload with translations by 75% using Freddy AI Copilot alongside Freshdesk.
- Five9 deflects up to 65% of IT requests with Freddy AI Agent, in addition to leveraging Freddy AI Copilot to save 200 hours per month for the IT team and Freddy AI Insights to identify service gaps and how to address them.
- iPostal1 autonomously resolves 54% of support queries with Freddy AI — gains that enabled scaling support and opening over 1.3 million mailboxes in 3,500+ locations without compromising quality, accountability, or employee morale.
“Moving to an AI agent, capable of autonomously resolving service requests instead of just routing them, represents a critical evolution in support operations,” said Liz Miller, Vice President and Principal Analyst at Constellation Research. “Democratizing agent deployment through simplified, no-code platforms is particularly significant for medium-sized organizations without technical resources to develop complex AI systems from scratch. This accessibility shift allows companies in this medium segment to achieve autonomous resolution capabilities and operational efficiency gains that were once exclusive to large enterprises with dedicated AI teams.”
Accelerating the Adoption of Freddy AI To ease the adoption of Freddy AI, Freshworks is also rolling out features that help maximize impact quickly:
- Freshworks University Courses: a new AI learning hub with tutorials, use cases, and live help.
- AI Academy for Partners: provides technical training and enablement for partners, helping them to win more business and increase revenue.
- AI Professional Services: dedicated team from Freshworks offering custom AI strategy, product implementation, and optimization support for large enterprises with higher complexity.
- Product Assistance: prescriptive workflows, videos, and guides to help users get started easily.
Learn more
- New product innovations and their availability can be explored here:
https://www.freshworks.com/product-launches/ - The AI-powered platform that simplifies customer service
- Updates with AI that uncomplicate employee experience.
