Freshworks has announced the launch of the Freddy AI Agent – a new generation of easy-to-implement and use autonomous service agents. Developed to provide exceptional customer (CX) and employee (EX) experiences, the Freddy AI Agent can be deployed in minutes and has helped customer support and IT teams autonomously resolve an average of 45% and 40% of service requests, respectively.
According to Gartner, by 2028, 33% of corporate software applications will include AI, enabling 15% of day-to-day work decisions to be made autonomously. Ahead of the curve are customer service managers and IT support who say that AI is generating more perceptible value than ever, according to the Freshworks Global Workplace AI Report.
“In the last six years, we have seen an increase in demand for our uncomplicated AI-powered solutions that make the lives of customer service and IT managers easier and more efficient,” said Dennis Woodside, CEO and President of Freshworks. “The Freddy AI Agent is a game-changer for organizations looking to quickly accelerate customer and employee service. Most other software requires multiple weeks and fees to deploy an AI agent, but we designed Freddy to be implemented in minutes without code or consultants.”
Mid-sized companies like Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank are already experiencing the transformative power of the Freddy AI Agent integrated with Freshdesk and Freshservice. Significant gains in productivity and efficiency help unlock higher-value work, demonstrating how AI is shifting from an experimental tool to a business results driver across all industries. The Freddy AI Agent makes this possible with the following features for CX and EX:
- High value in little time. Organizations can quickly implement the Freddy AI Agent without the need to code or train models. Instead, Freddy learns from existing documents and websites. By pointing Freddy to websites and other learning materials, the agent will track resources and learn on its own.
- Autonomous and always active. The Freddy AI Agent is fully autonomous and provides people with 24/7 conversational assistance, completely useful and human across different channels.
- Highly personalized service. The Freddy AI Agent customizes and contextualizes conversations in multiple languages and channels.
- Reliable and secure. The Freddy AI Agent offers reliable, secure, and enterprise-level AI, built on a foundation of strict privacy controls to meet security and compliance standards.
CX: Freddy AI Agent simplifies and personalizes the customer experience
Using the Freddy AI Agent for CX, customer support teams can resolve issues with a 24/7 chat experience. The result is an enhanced customer experience, increased satisfaction rates, and reduced response times. Employee well-being also increases as agent productivity grows with the automation of routine tasks.
Bchex, a US-based criminal background check company, had a seamless experience setting up the Freddy AI Agent with Freshdesk. “The best part is how quickly it can be implemented. If you have your FAQs and data ready, you can upload them to the platform and have a new AI agent ready in 20 minutes,” said Amanda Pope, Customer Success Manager at Bchex. “Our AI agent takes the load off our support team, and the team can now spend their time and resources on solving more difficult problems to give our customers the care they deserve.”
EX: more productive and enjoyable work for employees
Already using the Freddy AI Agent for employee experience, IT teams can provide personalized, almost real-time support that meets the individual needs of each employee, freeing up time for IT users, HR, and other internal service teams to do more rewarding work.
The Freddy AI Agent operates 24 hours a day, 7 days a week, in tools like Microsoft Teams, Slack, and other internal collaboration channels to assist employees when they need help. Now, employees can resolve issues like app access, hardware replacements, medical benefits, and licensing policies accurately and seamlessly, without raising tickets or dealing with long wait times. The result is more efficient IT operations, more productive teams, and a better employee experience.
“The AI capabilities of Freshservice are the backbone of our IT operations,” said Alexander Wünsch, Chief Financial Officer of Porsche eBike Performance. “With features like conversation support and article generator, we can now provide intelligent, user-centric IT support. Freshservice is simple and easy to understand, even for those without deep technical knowledge or rigorous IT training.”
“We’re selling promises of how AI agents can enhance the employee experience. Providing these AI-powered tools can reduce the routine workload on IT teams, while keeping engagement with internal employees, empowering them to focus on meaningful work, reducing burnout, and fostering collaboration,” said Snow Tempest, Research Manager at IDC. “There’s a significant opportunity for teams to focus on leveraging AI as a tool to empower workers in both IT and other roles.”
The CTO of Freshworks, Murali Swaminathan, said: “We are just beginning to see the positive impact of AI at work. From being a consultant to an active problem solver, an orchestrated symphony of specialized agents can carefully handle a large and growing percentage of daily requests and help employees to do their jobs more effectively. Copilots also come into play to assist the human agent, further automating tasks and workflows that run a business. Freshworks is researching and applying the best of both worlds, where people and AI can work together.”
The Freddy AI Agent works platform-agnostic and leverages the latest advances in generative LLMs. It follows the June 2023 generative AI release of Freddy Self Service (now Freddy AI Agent), Freddy Copilot (now Freddy AI Copilot), and Freddy Insights (now Freddy AI Insights).
To learn more about Freddy AI Agent and sign up for the beta test, visit the Freshworks site or register for our virtual AI Summit happening on November 12.
