While most AI-powered service tools limit themselves to answering questions, Freddy now rolls up its sleeves and gets the actual work done.
At its flagship Refresh event, Freshworks pulled back the curtain on the next generation of its Freddy Agentic AI Platform: a connected, intelligent, continuously learning ecosystem of AI agents that doesn’t just respond to service questions, but actually resolves them. From processing insurance claims to updating payroll records to booking new shipments, Freddy AI now takes decisive action across the applications businesses rely on every day.
The company also launched the Freddy AI Agent Studio, a no-code platform that streamlines the creation and deployment of autonomous AI agents, empowering businesses to scale customer support without the technical headaches. Freddy AI Agent Studio liberates service teams from the endless cycle of ticket handoffs, delayed resolutions, and user frustration caused by outdated automations. These sophisticated, easy-to-deploy AI agents can think, reason, and act to resolve customer queries from start to finish freeing human agents to tackle the more complex challenges that truly require their expertise.
“We’re on a mission to uncomplicate the most grueling and repetitive work that IT service and customer support teams face every day,” said Dennis Woodside, CEO of Freshworks. “Just like our core software, Freddy Agentic AI gets up and running fast and delivers immediate value—serving as a business accelerator, not another overcomplicated project. Our customers are seeing real results, such as improved CSAT scores, faster resolution times, and lower operational costs.”
From insights to action: A new standard for AI at work
What sets the Freddy Agentic AI Platform apart is its ability to help customer and employee service teams move from reactive to proactive, delivering results at unprecedented speed. These AI agents don’t just field questions—they resolve requests, execute actions across multiple applications, identify root causes, and recommend strategic next steps.
Their capabilities span a comprehensive range of use cases, including order tracking, account modifications, appointment and flight booking, payment processing, subscription management, loyalty rewards administration, and countless other support requests common to retail, travel, financial services, manufacturing, and software industries. The entire process can happen autonomously, allowing teams to shift their focus from mundane tasks to work that drives real impact.
The enhanced capabilities now available within the Freddy Agentic AI Platform include:
Freddy AI agent studio: More productive agents, happier customers
Freshworks is introducing the Freddy AI Agent Studio, a comprehensive suite of capabilities designed to simplify how customer service teams build, test, and launch AI Agents in minutes—no technical expertise required. These AI agents can be trained with unique skills to autonomously handle actions like issuing refunds, checking order status, or updating customer records.
Key features of the AI Agent Studio include:
Skills Library – pre-built templates of skills required by AI Agents to take actions in commonly used applications including Shopify and Stripe
Skills Builder – a visual, no-code environment to design and deploy custom skills for AI agents to autonomously resolve service requests like processing returns
Freddy AI Agent for email: Deliver autonomous email support for customers
Freddy AI Agent for email transforms inboxes into autonomous support channels. It analyzes incoming messages, drafts contextual replies, and closes tickets automatically when customers confirm resolution.
Key benefits include:
- First-response times can shrink from hours to minutes
- Repetitive issues are handled efficiently and accurately
- Scales support without adding agent workload
Freddy AI Agent for unified search: Enhance knowledge discovery for employee service
Freddy AI Agents now deliver even more accurate and speedier employee service by intelligently searching enterprise platforms for the latest documentation while reducing the burden on live service agents.
Key advantages include:
- Integrates seamlessly with Slack, Microsoft SharePoint and Teams, delivering support directly through the tools employees already use most
- Multilingual conversations in over 40 languages for inclusive, personalized assistance
- Robust security that helps prevent data sharing between accounts
Freddy AI Insights with root cause analysis: Make informed IT decisions, faster
Freddy AI Insights for Freshservice simplifies complex IT analysis by continuously scanning service desk activity to detect anomalies, flag trends, and identify root causes through visual maps. Teams can act quickly with clear, explainable data without needing SQL queries or complicated dashboards.
Key capabilities include:
- Proactive monitoring of service operations with insights on trending issues, average response and resolution time, SLA violations, and more
- Root Cause Analysis maps help identify problems at the source
- Metrics to optimize workforce planning, resolution time and employee satisfaction
Freddy AI Copilot upgrades: a force-multiplier for IT and customer service
Freddy AI Copilot serves as a trusted assistant for service teams by making everyday support tasks smoother and more efficient—writing clear, well-toned replies, connecting related issues, and automatically generating helpful documentation. The newest Copilot capabilities enhance reasoning and context awareness to tackle common pain points in IT and customer service:
Intelligent Related Changes – Copilot reviews recent system changes and highlights the most likely causes in Freshservice
Reply Suggestions – Copilot reads incoming tickets, searches the knowledge base, and drafts tailored responses for agents to review and send in Freshdesk
With these updates, Freddy AI Copilot evolves beyond simple assistance—it becomes a true partner in delivering faster, more aware 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, Chief Product Officer at Freshworks. “Freddy’s multi-model architecture draws on our trusted LLM partners, each selected for their strengths. This layered approach helps ensure more accurate, reliable, and context-aware support that helps resource constrained teams move faster and with less friction.”
Customer-proven results
Since its initial release in 2023, Freddy AI has empowered over 5,000 organizations to streamline service operations and deliver measurable results—achieving up to 70% ticket deflection from AI Agents and up to 50% productivity gains from Freddy AI Copilot.
Hobbycraft automated 30% of customer queries with Freddy AI Agent, which freed up agents to handle more complex issues, improved customer satisfaction by 25%, enabled hybrid work, and boosted employee engagement
Bergzeit auto-triaged more than 200,000 tickets and reduced translation workload by 75% utilizing Freddy AI Copilot with Freshdesk
Five9 deflects up to 65% of IT requests with Freddy AI Agent, while also using Freddy AI Copilot to save the IT department 200 hours per month and Freddy AI Insights to help identify service gaps and how to fix them
iPostal1 resolves 54% of support queries automatically with Freddy AI—gains that enabled them to scale and open to over 1.3 million mailbox accounts across more than 3,500 locations without compromising quality, accountability, or employee morale
“The shift toward agentic AI that can autonomously resolve service requests rather than just route them represents a critical evolution in support operations,” said Liz Miller, Vice President and Principal Analyst at Constellation Research.
“The democratisation of agent deployment through simplified, no-code platforms is particularly significant for mid-market organisations that lack the technical resources to build complex AI systems from scratch. This accessibility shift allows companies in that mid-market sweet spot to achieve autonomous resolution capabilities and operational efficiency gains that were previously reserved for large enterprises with dedicated AI teams.”
New product innovations and their availability can be discovered here: https://www.freshworks.com/product-launches/
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