Freshworks launches Freddy AI Agent Studio for autonomous support

Freshworks has unveiled a significant upgrade to its Freddy AI platform, introducing new agentic capabilities designed to enable businesses to deploy AI agents that act autonomously across customer support, IT service, and related enterprise functions.

The centrepiece of this update is the transformation of Freddy AI into an agentic platform, with the launch of the Freddy AI Agent Studio, a no-code platform geared towards helping companies build, deploy and manage intelligent agents without technical expertise. This shift enables Freddy AI to act independently, completing tasks and resolving service requests that traditionally required human involvement.

Agentic AI evolution

The Freddy AI Agent Studio allows support teams to design AI agents that take action rather than just answer questions, significantly reducing the need for manual intervention in service processes. These AI agents are capable of processing insurance claims, updating payroll records, and booking shipments by interfacing directly with the existing applications businesses use.

According to Dennis Woodside, Chief Executive Officer at Freshworks, "We're on a mission to uncomplicate the most gruelling and repetitive work that IT service and customer support teams face every day. 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."

Features and capabilities

Freddy AI Agent Studio includes a Skills Library with pre-built templates for common applications such as Shopify and Stripe, and a Skills Builder, which enables the design and deployment of custom skills in a visual, no-code format. This functionality supports actions like issuing refunds, checking order statuses, and updating customer records autonomously.

The platform also introduces the Freddy AI Agent for email, transforming email inboxes into autonomous support channels. The agent analyses messages, drafts contextual replies, and automatically closes resolved tickets. This is aimed at reducing first-response times and efficiently managing repetitive queries without additional agent workload.

For employee service, the Freddy AI Agent for unified search is designed to provide accurate information by searching across enterprise platforms including Slack, Microsoft SharePoint, and Teams. It features support for over 40 languages and robust security measures to help prevent data sharing between accounts.

Freddy AI Insights offers root cause analysis for IT operations, providing teams with proactive monitoring and clear visual mapping of service desk activity. This tool assists teams in making informed decisions by highlighting trending issues and average resolution times without the need for complex queries or dashboards.

The Freddy AI Copilot has been enhanced with abilities such as Intelligent Related Changes, which helps identify probable causes in IT incidents, and new Reply Suggestions that pull information from knowledge bases to draft responses in Freshdesk, thus streamlining agent workflows.

"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 results

Since its initial release in 2023, Freddy AI has reportedly assisted over 5,000 organisations in streamlining service operations, with up to 70% ticket deflection attributed to AI agents and up to 50% productivity gains from Freddy AI Copilot. Specific customer examples include Hobbycraft, which automated 30% of customer queries, achieving a 25% improvement in customer satisfaction and enabling agents to focus on complex cases. Bergzeit reduced its translation workload by 75% by automating the triage of more than 200,000 tickets with Freddy AI Copilot on Freshdesk. Five9 deflects up to 65% of IT requests with Freddy AI Agent and uses Freddy AI Copilot to save its IT department approximately 200 hours per month. iPostal1 resolves 54% of support queries automatically, enabling its scale to over 1.3 million mailbox accounts without compromising service quality.

Commenting on the broader industry implications, Liz Miller, Vice President and Principal Analyst at Constellation Research, said, "The shift toward agentic AI that can autonomously resolve service requests rather than just route them represents a critical evolution in support operations. The democratization of agent deployment through simplified, no-code platforms is particularly significant for mid-market organizations 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."

Adoption resources

Freshworks is supporting Freddy AI adoption through new initiatives including Freshworks University Courses, an AI learning hub, AI Academy for Partners, and AI Professional Services. There are also in-product guides and workflows to assist users in implementation. These resources aim to help organisations maximise the impact of Freddy AI's expanded capabilities within their own support and service operations.