Freshworks Unveils Next-Generation Freddy Agentic AI to Automate Customer Service

Freshworks Launches Advanced Freddy Agentic AI Platform to Transform Customer Service

Freshworks Inc. (NASDAQ: FRSH) has announced the next evolution of its Freddy Agentic AI Platform at its flagship Refresh event. Unlike traditional AI tools that only handle queries, the new Freddy AI goes a step further, actively resolving customer requests and automating tasks within the software systems businesses already use, such as processing insurance claims, managing payroll updates, or scheduling shipments.

Introducing Freddy AI Agent Studio

A key highlight from the announcement is the launch of Freddy AI Agent Studio—a no-code solution letting businesses quickly build, test, and deploy autonomous AI agents. These agents handle customer support tickets from start to finish, freeing up human agents to address more complex cases. This advancement means reduced ticket handoffs, faster resolutions, and improved overall customer satisfaction.

Main Features of Freddy AI Agent Studio

  • Skills Library: Access pre-built skills for integration with platforms like Shopify and Stripe, enabling agents to take rapid actions.
  • Skills Builder: Use a visual, no-code environment to create custom skills, such as processing product returns or updating records, tailored to specific business needs.

Freddy AI Agent for Enhanced Email and Unified Search

Freshworks also unveiled:

  • Freddy AI Agent for Email: This tool transforms email inboxes into autonomous support points, drastically reducing response times and efficiently closing tickets after resolution confirmations.
  • Freddy AI Agent for Unified Search: Freddy Agents now search across tools like Slack, SharePoint, and Microsoft Teams in over 40 languages to provide employees with real-time, accurate information, while ensuring security and privacy across accounts.

Freddy AI Insights: Smarter Decision Making

Freddy AI Insights continuously monitors and analyzes service desk activity. With built-in root cause analysis, teams quickly identify and resolve service issues without the need for complex queries or dashboard navigation. This helps optimize workforce planning and boost employee satisfaction.

Upgraded Freddy AI Copilot

Freddy AI Copilot acts as an intelligent assistant, streamlining support tasks such as drafting replies, connecting related requests, and auto-generating helpful documentation. The platform now offers better reasoning and context awareness, further improving operational efficiency.

"We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real challenges in real time," explained Srini Raghavan, Chief Product Officer at Freshworks.

Real-World Success Stories

Since its introduction, Freddy AI has helped over 5,000 companies achieve:

  • Up to 70% ticket deflection with AI Agents
  • Up to 50% productivity increases thanks to Freddy AI Copilot

Notable achievements include:

  • Hobbycraft: Automated 30% of customer queries, improved satisfaction by 25%, and empowered hybrid work.
  • Bergzeit: Auto-triaged over 200,000 tickets, reducing translation workload by 75%.
  • Five9: Deflects up to 65% of IT requests, saving 200 hours monthly and improving issue identification.
  • iPostal1: Automatically resolves 54% of support queries, enabling significant scalability without quality loss.

Making Freddy AI Accessible and Easy to Adopt

To simplify adoption and boost customer impact, Freshworks is launching:

  • Freshworks University Courses: Free learning hub with tutorials and live support.
  • AI Academy for Partners: Training to empower partners and expand service offerings.
  • AI Professional Services: Tailored support for enterprises.
  • In-Product Assistance: Step-by-step guides within the platform.

Freshworks is continuing its mission to deliver uncomplicated, people-centric AI solutions that drive real results for businesses of all sizes. For more details, visit Freshworks’ official website for their latest product innovations and updates on the Freddy Agentic AI Platform.

This content is for informational purposes only and does not constitute financial advice.

Back to news
topBuild my Portfolio for Freedown