Freshworks enhances Freddy AI with new agentic capabilities to automate enterprise workflows
Freddy AI's new features primarily focus on resolving service requests autonomously, providing real-time insights, and making it easier for support teams to deploy AI agents.
Nasdaq-listed has introduced agentic capabilities to its Freddy AI platform, enabling businesses to automate service operations by allowing AI agents to take action within existing enterprise systems.
The new features primarily focus on resolving service requests autonomously, providing real-time insights, and making it easier for support teams to deploy AI agents, the company said in a release.
“We have enhanced our agentic AI platform to make it easy for customers to roll out their AI agents. The technology has moved from LLM-based use cases to AI agent-based use cases, with single-agent and multi-agent. While we already had these purpose-built AI agents, we have made it easier for our customers to onboard with deploying new AI agents for specific use cases,” Murali Swaminathan, Chief Technology Officer, Freshworks, told YourStory.
“We also have an out-of-the-box set of templates for them to build these AI agents quickly. It’s all about quick onboarding ... easy to build, easy to deploy within a few minutes. And all of this doesn’t require a technical engineer. It can be done by a customer service agent or a business analyst,” he added.
The company, in a statement, noted that Freddy AI is now capable of performing tasks such as processing insurance claims, updating payroll records, and booking shipments directly within the software businesses already use.
Freshworks has launched Freddy AI Agent Studio, a no-code platform that allows businesses to build and deploy AI agents. These agents are designed to handle routine customer queries end-to-end, reducing ticket backlogs and improving resolution times, while enabling human agents to focus on more complex issues.
“We're on a mission to uncomplicate the most gruelling 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,” he added.
Freddy AI Agent Studio will offer a set of capabilities to simplify how customer service teams create, test, and deploy AI agents, without any technical background.
Beyond responding to questions, the AI agents are capable of resolving requests, completing actions across multiple applications, identifying root causes, and recommending next steps. These capabilities cover a broad range of use cases, including order tracking, account updates, appointment and flight bookings, payments and subscriptions, loyalty rewards management, and other common support requests across retail, travel, financial services, manufacturing, and software sectors.
It is my life story, not a business book: Freshworks' Girish Mathrubootham on his autobiography
The platform features a Skills Library with pre-built templates for common actions in applications like Shopify and Stripe, and a Skills Builder—a visual, no-code environment that allows teams to design and deploy custom skills, enabling AI agents to handle service requests such as processing returns.
Freddy AI will now include an email agent that turns inboxes into autonomous support channels by analysing messages, drafting contextual replies, and auto-closing tickets upon resolution. It will offer a unified search agent that enhances employee service by retrieving the latest documentation across enterprise platforms. It integrates with tools like Slack, Microsoft Teams, and SharePoint, and supports conversations in over 40 languages.
In Freshservice, Freddy AI Insights helps IT teams by scanning service desk activity to detect anomalies, flag trends, and map root causes—without needing SQL or dashboards.
Freddy AI Copilot will assist support teams by drafting replies, linking related issues, and generating documentation. Its new features, such as Intelligent Related Changes and Reply Suggestions, improve root-cause analysis and speed up ticket resolution.
Since 2023, over 5,000 organisations have adopted Freddy AI, seeing up to 70% ticket deflection and 50% productivity gains. Hobbycraft, for instance, automated 30% of customer queries and saw a 25% increase in satisfaction.
To support further adoption, Freshworks is also launching new resources, which include Freshworks University, a new AI learning hub with tutorials and use cases, an AI Academy for partner training, and AI Professional Services for enterprises.
Edited by Kanishk Singh