Freshworks features AI agent that improves on up to 45% customer and employee experience

A Freshworks announced the launch of Freddy AI Agent (EX), a new generation of easy-to-deploy and easy-to-use standalone service agents. Developed to deliver exceptional customer (CX) and employee (EX) experiences, Freddy AI Agent can be deployed in minutes and helped customer support and IT teams autonomously resolve an average of 45% and 40% of service requests, respectively.

According to the Gartner33% of enterprise software applications will include AI by 2028, enabling 15% of day-to-day work decisions to be made autonomously.Ahead of the curve are customer service and IT support managers who say AI is generating more noticeable value than ever, according to the report Freshworks Global Report “Workplace AI”.

“In the past 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”, he said Dennis Woodside, CEO and President of Freshworks“O Freddy AI Agent is a game changer for organizations looking to accelerate customer and employee service quickly.Most other software requires several weeks and fees to deploy an AI agent, but we designed Freddy to be deployed in a few minutes without code or consultants.”

Midsize companies like Bchex, Porsche eBike, Hobbycraft and Live Oak Bank are already experiencing the transformative power of Freddy AI Agent integrated with Freshdesk and Freshservice.Significant gains in productivity and efficiency help unlock higher value work by showing how AI is moving from an experimental tool to a business results booster across industries.Freddy AI Agent makes this possible with the following features for CX and EX:

• High value in a short time. Organizations can quickly deploy the Freddy AI Agent without having 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 their own.
• Autonomous and always active. Freddy AI Agent is fully autonomous and supports people with 24-hour, fully useful and humane conversational assistance across different channels.
• Super personalized service. Freddy AI Agent personalizes and contextualizes conversations across multiple languages and channels.
• Reliable & safe. Freddy AI Agent delivers reliable, secure, enterprise-grade 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 Freddy AI Agent for CX, customer support teams can solve problems with a 24-hour, 7-day-a-week conversation experience.The result is an improved customer experience, increased satisfaction ratings, and reduced response times. Employee well-being also increases as agent productivity grows with automation of routine tasks.

Bchex, a U. S.-based criminal background check company, had a seamless experience setting up Freddy AI Agent with Freshdesk. “The best part is how quickly it can be implemented. If you have your frequently asked questions and data ready, you can upload them to the platform and have a new AI agent ready in 20 minutes”, he 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 to solve more difficult problems to give our customers the care they deserve

EX: more productive and enjoyable work for employees

Already using Freddy AI Agent for employee experience, IT teams can provide personalized, near-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. 

Freddy AI Agent operates 24 hours a day, 7 days a week, on tools like Microsoft Teams, Slack, and other internal collaboration channels to assist employees when they need to. Now, employees can solve problems like app access, hardware replacements, medical benefits, and license policies accurately and seamlessly, without opening tickets or dealing with long wait times.

“Freshservice AI capabilities are the backbone of our IT” operations, he said Alexander Wunsch, Chief Financial Officer, Porsche eBike Performance.“With features like talk support and the 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 are selling promises of how AI agents can improve the employee experience. Providing these tools with AI technology can reduce the routine workload on IT teams by maintaining engagement with internal employees, empowering them to focus on the work that really matters, reducing burnout, and promoting” collaboration, he said Snow Tempest, Research Manager at IDC.“There is a significant opportunity for teams to focus on using AI as a tool to empower workers in both IT and other roles

The CTO of Freshworks, Murali Swaminathan: “We are just beginning to see the positive impact of AI at work. From consultant to active problem solver, an orchestrated symphony of expert agents can carefully handle a large and growing percentage of daily requests and help employees do their jobs more effectively. Copilots also step in to assist the human agent, further automating the 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 independent and leverages the latest advances in generative LLMs june 2023 Generative AI launch freddy's Self Service (now Freddy AI Agent), Freddy Copilot (now Freddy AI Copilot) and Freddy Insights (now Freddy AI Insights).

To learn more about the Freddy AI Agent and sign up for the beta test, visit the freshworks Website stories register for our virtual AI Summit that will take place on November 12th.