Most AI service tools are limited to answering questions. THEFreddynow, it goes further: it performs tasks. During your main event, theRefresh, a Freshworksrevealed the new generation of the PlatformAI Agent FreddyA connected, intelligent, and continuously learning system, composed of AI agents that not only respond to user inquiries but also effectively resolve requests. Whether processing an insurance claim, updating a payroll record, or scheduling a new submission, Freddy AI is now capable of acting directly within the applications that companies already use.
The company also presented theFreddy AI Agent StudioA no-code platform that makes it easy to create and deploy autonomous AI agents, simplifying the process for companies to expand customer support. Freddy AI Agent Studio helps service teams eliminate endless call transfers, lengthy resolutions, and frustrated users with outdated automations. The new AI agents, easy to set up, can think, reason, and act to solve various requests from start to finish—freeing human agents to handle more complex challenges.
"Our mission is to simplify the most tiring and repetitive work that support and IT teams face every day," he saidDennis Woodside, CEO of Freshworks. Just like our core software, Freddy Agentic AI is quickly deployed and delivers immediate value — functioning as a business accelerator rather than another complicated project. Our clients 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 theFreddy Agent AI PlatformIts truly impactful ability is to help customer service and employee teams act more quickly to generate results. AI agents not only answer questions — they resolve requests, perform actions across various systems, identify causes of problems, and recommend next steps. These functionalities cover 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 such as 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.
Available Updates on the Freddy Agent AI Platform:
Freddy AI Agent Studio: More productive agents, more satisfied clients
Freshworks is launching theFreddy AI Agent Studio, an integrated set of features that simplifies how support teams create, test, and deploy AI agents in minutes — all of which can be done by a support team member without 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-made models with capabilities for AI agents to operate in widely used applications such as Shopify and Stripe.
- Skills Builder (Skill Builder- Visual, code-free environment for designing and implementing custom skills, enabling AI agents to autonomously handle requests such as processing returns.
Freddy AI Agent for email: Autonomous customer service via emailThe Freddy AI Agent for email turns inboxes into autonomous support channels. It analyzes received messages, drafts contextual responses, and automatically closes tickets when the customer confirms the issue is resolved.
Highlights:
- The first response time can drop from hours to minutes.
- Repetitive problems are handled efficiently and accurately
- Scale the support without increasing the agents' workload
Freddy AI Unified Search Agent: Improves information discovery for employee supportNow the Freddy AI Agents provide even faster and more accurate service to employees by intelligently searching the company's platforms for the most recent documentation, easing the workload of service agents.
Highlights:
- It integrates seamlessly with Slack, Microsoft SharePoint, and Teams, providing support directly within the most used tools by employees.
- Multilingual conversations in over 40 languages for inclusive and personalized service
- Robust security that helps prevent data sharing between accounts
Freddy AI Insights with root cause analysis: Faster and more informed IT decisions
Freddy AI Insights for Freshservice facilitates complex IT analytics 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 problems at the source
Metrics to optimize team planning, resolution time, and employee satisfaction
Updates to Freddy AI Copilot: Power multiplier for IT and customer service
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 capabilities of Copilot enhance reasoning and context understanding to address common critical issues in IT and customer service:
News:
- Smart Related Changes- The Copilot reviews recent system changes and highlights the most likely causes in Freshservice.
- Response Suggestions- The Copilot reads the received 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 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, Product Director at Freshworks.Freddy's multi-model architecture is based on our trusted LLM partners, each chosen for their strengths. This layered approach helps ensure more accurate, reliable support with greater context awareness, enabling resource-limited teams to operate more agilely and with less friction.
Results proven by clients
Since its initial launch in 2023, Freddy AI has already helped over 5,000 organizations streamline service operations and deliver measurable results — such as up to70% call deviationwith AI Agents and even50% increase in productivitywith Freddy AI Copilot.
- HobbycraftAutomated 30% of customer inquiries with Freddy AI Agent, freeing up agents to handle more complex issues, improved customer satisfaction by 25%, enabled hybrid work, and increased employee engagement.
- Mountain TimeAutomatically triaged over 200,000 tickets and reduced the workload for translations by 75% using Freddy AI Copilot together with Freshdesk.
- Five9It diverts up to 65% of IT requests with the Freddy AI Agent, as well as using the Freddy AI Copilot to save 200 hours per month for the IT team and the Freddy AI Insights to identify service gaps and how to address them.
- iPostal1Automatically resolve 54% of support queries with Freddy AI — gains that allowed scaling of service and opening more than 1.3 million mailboxes in over 3,500 locations, without compromising quality, responsibility, or employee morale.
"The transition to an agent AI, which can autonomously resolve service requests instead of just forwarding them, represents a critical evolution in support operations."said Liz Miller, Vice President and Senior Analyst at Constellation ResearchThe democratization of agent deployment through simplified platforms without the need for coding is especially significant for medium-sized organizations, which lack the technical resources to develop complex AI systems from scratch. This shift in accessibility allows companies in this mid-range segment to achieve autonomous resolution capabilities and operational efficiency gains that were previously exclusive to large companies with dedicated AI teams.
Accelerating the adoption of Freddy AITo facilitate the adoption of Freddy AI, Freshworks is also launching features that help maximize impact quickly:
- Courses at Freshworks University: a new AI learning hub with tutorials, use cases, and live support.
- AI Academy for Partners:Technical training and workshops for partners, helping them to secure more business and increase revenue.
- AI Professional ServicesDedicated Freshworks team providing personalized AI strategy, product implementation, and optimization support for large, complex enterprises.
- 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 updates that simplify the employee experience.
