A Freshworks announced the launch of Freddy AI Agent – a new generation of autonomous service agents that are easy to implement and use. Developed to provide exceptional experiences for customers (CX) and employees (EX), the Freddy AI Agent can be implemented in just a few minutes and has helped customer support and IT teams autonomously resolve an average of 45% and 40% of service requests, respectively.
According to theGartnerBy 2028, 33% of enterprise software applications will include AI, enabling 15% of daily work decisions to be made autonomously. At the forefront of the curve are customer service and IT support managers who say that AI is generating more noticeable value than ever, according to theFreshworks Global “Workplace AI” Report.
“Over the past six years, we’ve seen a surge in demand for our frictionless, AI-powered solutions that make the lives of customer service and IT managers easier and more efficient,” saidDennis Woodside, CEO and President of Freshworks. “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 implemented in minutes with no code or consultants.”
Medium-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 transitioning from an experimental tool to a business results driver across all sectors. The Freddy AI Agent makes this possible with the following features for CX and EX
- High value in a short time.Organizations can quickly implement the Freddy AI Agent without needing 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 the resources and learn on its own.
- Self-employed and always active.Freddy AI Agent is fully autonomous and supports people with 24/7 conversational assistance that is completely helpful and human across different channels.
- Super personalized service.Freddy AI Agent personalizes and contextualizes conversations across multiple languages and channels.
- Reliable and secure.Freddy AI Agent delivers reliable, secure, enterprise-grade AI built on a foundation of rigorous 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 conversational experience. The result is an improved customer experience, increased satisfaction levels, and reduced response times. Employee well-being also increases as the agent's productivity grows with the automation of routine tasks.
A Bchex, a criminal background check company based in the USA, had a perfect experience setting up the 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 burden off our support team, and the team can now spend their time and resources solving more difficult issues to give our customers the care they deserve.”
EX: more productive and enjoyable work for employees
Already using the Freddy AI Agent for the employee experience, IT teams can provide personalized and near real-time support that meets the individual needs of each employee, freeing up time for IT, 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 it. Now, employees can resolve issues such as app access, hardware replacements, medical benefits, and leave policies accurately and flawlessly, without opening tickets or dealing with long wait times. The result is more efficient IT operations, more productive teams, and a better employee experience.
“Freshservice’s AI capabilities are the backbone of our IT operations,” saidAlexander Wünsch, CFO of Porsche eBike Performance. “With features like conversational 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’re selling the promise of how AI agents can improve the employee experience. Providing these AI-powered tools can reduce the routine workload on IT teams, while maintaining engagement with internal employees, empowering them to focus on the work that really matters, reducing burnout and fostering collaboration,” he said.Snow Tempest, Research Manager, 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.”
THECTO of Freshworks, Murali Swaminathan, said: “We’re just beginning to see the positive impact of AI on work. From advisor to active problem solver, an orchestrated symphony of expert agents can thoughtfully handle a large and growing percentage of daily requests and help employees do their jobs more effectively. Co-pilots also step in to assist the human agent, further automating the tasks and workflows that run a business. Freshworks is exploring and applying the best of both worlds, where people and AI can work together.”
The Freddy AI Agent operates independently of the platform and leverages the latest advances in generative LLMs. He follows theJune 2023 Generative AI Launchfrom 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 beta testing, visitsite da Freshworksorregisterfor our virtual AI Summit taking place on November 12th.
