Most AI-powered service tools are limited to answering questions. Freddy now goes further: it performs tasks. During its main event, Refresh, Freshworks unveiled the next generation of the Freddy AI Agent Platform, a connected, intelligent, and continuously learning system composed of AI agents that not only answer user queries but actually resolve requests. Whether processing an insurance claim, updating a payroll record, or scheduling a new shipment, Freddy AI can now act directly within the applications businesses already use.
The company also introduced the Freddy AI Agent Studio, a no-code platform that simplifies the creation and deployment of autonomous AI agents, making it easier for businesses to expand customer support. Freddy AI Agent Studio helps service teams break free from endless ticket transfers, delayed resolutions, and frustrated users dealing with outdated automations. These easy-to-configure new AI agents can think, reason, and act to resolve various requests end-to-end — freeing human agents to handle more complex challenges.
“Our mission is to simplify the most tedious 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 goes live quickly and delivers immediate value — acting as a business accelerator, not another complicated project. Our customers are already seeing real results like improved customer satisfaction (CSAT), faster resolution times, and reduced operational costs.”
From Insights to Action: A New Standard for AI at Work
What makes the Freddy AI Agent Platform truly impactful is its ability to help customer service and employee teams act faster to deliver results. The AI agents don’t just answer questions — they resolve requests, execute actions across systems, identify root causes, and recommend next steps. These capabilities span a wide range of use cases like order tracking, account changes, flight and appointment scheduling, payments and subscriptions, loyalty program management, and many other common requests across retail, travel, financial services, manufacturing, and software sectors. All of this can happen 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 Freddy AI Agent Studio, an integrated set of features that simplifies how service teams create, test, and launch AI agents in minutes — all doable by a support team member with no technical expertise needed. AI agents can be trained with specific skills to act autonomously, such as issuing refunds, checking order status, or updating customer records.
Freddy AI Agent Studio Highlights:
- Skills Library (Skills Library) – Ready-made templates with skills for AI agents to operate in widely used apps like Shopify and Stripe.
- Skills Builder (Skills Builder) – A visual, no-code environment to design and implement custom skills, enabling AI agents to autonomously handle requests like processing returns.
Freddy AI Agent for Email: Autonomous Customer Support via EmailFreddy AI Agent for Email transforms inboxes into autonomous support channels. It analyzes incoming messages, drafts contextual responses, and automatically closes tickets when the customer confirms resolution.
Highlights:
- First response time can drop from hours to minutes
- Repetitive issues are handled efficiently and accurately
- Scales support without increasing agent workload
Freddy AI Agent for Unified Search: Improved Information Discovery for Employee SupportFreddy AI Agents now deliver even faster and more precise employee support by intelligently searching company platforms for the latest documentation, reducing the burden on service agents.
Highlights:
- Seamlessly integrates with Slack, Microsoft SharePoint, and Teams, providing support directly within the tools employees use most
- Multilingual conversations in over 40 languages for inclusive, personalized support
- Robust security that helps prevent data sharing between accounts
Freddy AI Insights with Root Cause Analysis: Faster, Data-Driven IT Decisions
Freddy AI Insights for Freshservice simplifies complex IT analysis by continuously scanning service desk activity, detecting anomalies, flagging trends, and identifying root causes through visual maps. Teams can act quickly with clear, explainable data—no SQL queries or complicated dashboards needed.
Highlights:
- Proactive service operation monitoring with insights on trending issues, average response and resolution time, SLA violations, and more
- Root Cause Analysis Maps help identify problem sources
Metrics to optimize team planning, resolution time, and employee satisfaction
Freddy AI Copilot Updates: Force Multiplier for IT and Customer Service
Freddy AI Copilot is a trusted assistant for service teams, making daily tasks easier by drafting clear, well-structured responses, connecting related issues, and automatically generating useful documentation. Copilot’s new capabilities enhance reasoning and contextual understanding to resolve common IT and customer service pain points:
New Features:
- Smart Related Changes – Copilot reviews recent system changes and highlights the most likely causes in Freshservice
- Response Suggestions – 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, smarter support across the organization.
“We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real challenges in real time,” said Srini Raghavan, Freshworks’ Chief Product Officer. “Freddy’s multi-model architecture builds on our trusted LLM partners, each chosen for their strengths. This layered approach helps ensure more precise, reliable, and context-aware support, enabling resource-constrained teams to operate with greater agility and less friction.”
Proven Customer Results
Since its initial launch in 2023, Freddy AI has helped over 5,000 organizations streamline service operations and deliver measurable results—such as up to 70% ticket deflection with AI Agents and up to 50% productivity gains with Freddy AI Copilot.
- Hobbycraft automated 30% of customer inquiries with Freddy AI Agent, freeing agents to handle more complex issues, improving customer satisfaction by 25%, enabling hybrid work, and increasing employee engagement.
- Bergzeit automatically triaged over 200,000 tickets and reduced translation workload by 75% using Freddy AI Copilot with Freshdesk.
- Five9 deflects up to 65% of IT requests with Freddy AI Agent, while using Freddy AI Copilot to save 200 hours monthly for the IT team and Freddy AI Insights to identify service gaps and solutions.
- iPostal1 automatically resolves 54% of support inquiries with Freddy AI—gains that enabled scaling support and opening over 1.3 million mailboxes across 3,500+ locations without compromising quality, accountability, or employee morale.
“The shift to agentic AI, which can autonomously resolve service requests rather than just routing them, represents a critical evolution in support operations,” said Liz Miller, VP and Principal Analyst at Constellation Research. “Democratizing agent deployment through simplified, no-code platforms is especially meaningful for mid-market organizations lacking technical resources to develop complex AI systems from scratch. This accessibility shift lets mid-market companies achieve autonomous resolution capabilities and operational efficiency gains previously exclusive to large enterprises with dedicated AI teams.”
Accelerating Freddy AI AdoptionTo facilitate Freddy AI adoption, Freshworks is also launching resources that help maximize impact quickly:
- Freshworks University Courses: a new AI learning hub with tutorials, use cases, and live assistance.
- AI Academy for Partners: technical enablement and training for partners, helping them win more business and grow revenue.
- Professional AI Services: dedicated Freshworks team offering customized AI strategy, product implementation, and optimization support for larger enterprises with greater complexity.
- In-Product Assistance: prescriptive workflows, videos, and guides to help users get started easily.
Learn more
- The new product innovations and their availability can be explored here:
https://www.freshworks.com/product-launches/ - The agentic AI platform that simplifies customer service
- AI-powered updates that simplify the employee experience.
