Freshworks expands Freddy AI to autonomously resolve service requests

In a significant advancement in enterprise automation, Freshworks announced a major upgrade to the Freddy Agentic AI Platform, a change that will transform how customer support and IT service teams work. Announced at its annual Refresh event, the next-generation Freddy does not just answer support queries. Instead, it resolves them independently. 

Freddy's new capabilities range widely as there are actions that businesses perform daily that are normal to perform across multiple applications. With this release, Freshworks is betting big on agentic AI. This computing class of intelligent agent is designed not only to understand intent but to execute actions on behalf of human users autonomously and fully without human intervention. 

"We're on a mission to uncomplicate the grueling, never-ending work that IT service and customer support teams accuse." said Dennis Woodside, CEO, Freshworks. "Freddy Agentic AI can come up and running fast and deliver instant value. Freddy Agentic AI is a business accelerator. It is not another complicated project!." 

What makes Freddy Agentic AI different?

Most AI tools in service environments to-date are normally designed to assist human agents by providing faster responses or routing requests based on defined processes. Freddy AI is more than just this - it can autonomously execute service requests while collaborating across an enterprisewide basis with enterprise systems such as Shopify, Stripe, Microsoft Teams, etc.

At the center of this evolution is Freddy AI Agent Studio, a no-code tool that allows support teams to build and deploy AI agents in minutes and without any data science expertise. Using drag-and-drop templates and visual builders, teams can create agents to perform tasks ranging from issuing refunds to tracking orders or changing records and even managing subscriptions - entirely hands-off. 

Highlights of Freddy AI Agent Studio include:

• A Skills Library of prebuilt templates for commonly used tools

• A Skills Builder for designing custom workflows, visually

• Seamless integration with popular business platforms

AI Agents Across Channels: Smarter Email, Search, and Insights

Freddy is expanding into important service channels - email, internal knowledge systems and even IT service desks.

Freddy AI Agent for Email

It turns inboxes into fully autonomous resolution channels. That means that it can read, interpret and respond to customer inquiries in a contextual way, while also automatically closing tickets when a resolution is confirmed.

Freddy AI Agent for Unified Search

It natively searches across documentation like SharePoint, Slack and Teams, enabling employees to find information where they are working. It supports 40+ languages while ensuring strong data isolation.

Freddy AI Insights with Root Cause Analysis 

For IT departments, Freddy Insights is an awesome enhancement to Freshservice, it can visually show service trends, identify outliers, and call out the root causes, all without the need for SQL queries. For resource-constrained IT teams, it provides clarity that correlates to quicker resolutions as well as proactive planning.

Freddy AI Copilot Upgrades 

The Freddy Copilot assistant now gets smarter with the ability to recommend replies, pull in related tickets/issues, and analyze change logs. With deeper contextual understanding and better reasoning it is a co-pilot in the full sense of the word, not just a helper!

Results That Speak Volumes

The shift from automation to autonomy isn’t just theoretical. Since launching in 2023, Freddy AI has helped over 5,000 organizations slash operational costs and boost customer satisfaction:

• Hobbycraft automated 30% of customer queries, improving CSAT scores by 25%.

• Bergzeit used Freddy Copilot to auto-triage over 200,000 tickets and cut translation work by 75%.

• iPostal1 scaled to 1.3 million accounts, resolving 54% of support queries autonomously.

• Five9 deflects 65% of IT requests with Freddy Agents—saving 200 IT hours monthly.

Democratizing Enterprise-Grade AI

According to Liz Miller, VP at Constellation Research, what sets Freddy apart is accessibility. “The democratization of agent deployment through no-code platforms is particularly significant for mid-market organizations,” she notes. “This shift levels the playing field between tech giants and growing businesses.”

Freshworks is also investing in onboarding and education with:

• Freshworks University Courses

• AI Academy for Partners

• AI Professional Services

• In-Product Help and Workflows

These resources ensure organizations can unlock Freddy AI’s full potential—whether they’re a small business or a global enterprise.

The Road Ahead

As AI matures from a responsive assistant to a proactive agent, Freshworks is setting the tone for what modern service software should look like—intelligent, autonomous, and uncomplicated.