Most AI-powered service tools stop at answering questions — Freddy now goes further by getting work done. At its flagship Refresh event, Freshworks unveiled the next generation of its Freddy Agentic AI Platform, a connected, intelligent, continuously learning system of AI agents that don’t just reply to service questions, but resolve them. Whether it’s processing an insurance claim, updating a payroll record, or booking a shipment, Freddy AI now takes action across the applications businesses already use.

Freshworks also introduced the Freddy AI Agent Studio, a no-code platform that simplifies the creation and deployment of autonomous AI agents, making it easier for businesses to scale customer support. With this, AI agents can think, reason, and act to resolve many customer queries from start to finish — giving human agents more time for complex challenges and improving customer experiences.

“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.”

From Insights to Action: A New Standard for AI at Work

The Freddy Agentic AI Platform goes beyond answering questions by resolving requests, completing actions across applications, identifying root causes, and recommending next steps. These capabilities span order tracking, account modifications, booking, payments, loyalty rewards management, and more — across industries like retail, travel, financial services, manufacturing, and software.

Key Capabilities

  • Freddy AI Agent Studio – A no-code tool for building AI agents with:
    • Skills Library – pre-built templates for apps like Shopify and Stripe
    • Skills Builder – a visual environment to design and deploy custom skills
  • Freddy AI Agent for Email – Turns inboxes into autonomous support channels by drafting contextual replies and closing tickets automatically.
  • Freddy AI Agent for Unified Search – Provides faster employee support by integrating with Slack, SharePoint, and Teams, offering multilingual assistance and strong data security.
  • Freddy AI Insights with Root Cause Analysis – Scans service desk activity to detect anomalies, flag trends, and visualize root causes for informed IT decisions.
  • Freddy AI Copilot Upgrades – Enhances reasoning and context to suggest replies, connect related issues, and generate helpful documentation.

“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.

Customer-Proven Results

Since its release in 2023, Freddy AI has helped over 5,000 organizations achieve up to 70% ticket deflection and 50% productivity gains. Examples include:

  • Hobbycraft: Automated 30% of queries, boosted CSAT by 25%, and improved employee engagement.
  • Bergzeit: Auto-triaged 200,000+ tickets and reduced translation workload by 75%.
  • Five9: Deflected 65% of IT requests, saving 200 hours per month with Copilot and Insights.
  • iPostal1: Resolved 54% of queries automatically, scaling to 1.3M mailbox accounts without sacrificing quality.

“The shift toward agentic AI that can autonomously resolve service requests represents a critical evolution in support operations,” said Liz Miller, VP and Principal Analyst at Constellation Research. “The democratization of agent deployment through no-code platforms makes this power accessible to mid-market organizations.”

Accelerating Freddy AI Adoption

To help businesses adopt Freddy AI quickly, Freshworks is launching:

  • Freshworks University Courses – A learning hub with tutorials and live help.
  • AI Academy for Partners – Training for partners to expand revenue opportunities.
  • AI Professional Services – Tailored strategy and rollout support for enterprises.
  • In-product Assistance – Prescriptive workflows, videos, and guides for quick setup.

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