Freshworks has launched several fresh features and capabilities for its Freddy Agentic AI Platform.
The revamp includes enhancements to AI Agent for Email and AI Copilot, as well as the introduction of Freddy AI Agent Studio – a no-code platform that streamlines the creation and deployment of autonomous AI agents.
All of these solutions aim to provide businesses with a platform that doesn’t just reply to customer queries but actively resolves them.
Freshworks claims that its AI agents are able to complete tasks across multiple applications, identify root causes, and recommend next steps.
The vendor also outlined some specific use cases where the newly enhanced platform excels, including order tracking, account updates, bookings, payments, subscription management, and loyalty programs.
By handling these tasks quickly and autonomously, the Freddy Agentic AI platform helps free up teams to focus on higher-value work.
In discussing the news, Dennis Woodside, CEO of Freshworks, said that the company is “on a mission to uncomplicate the most grueling 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.
So, let’s take a closer look at some of Freshworks’ latest agentic AI releases.
Freddy AI Agent Studio
Freddy AI Agent Studio offers an integrated, easy-to-use toolkit that lets support teams build, test, and deploy AI agents in minutes, without the need for technical expertise.
These agents can be trained to handle tasks like issuing refunds, tracking orders, or updating customer records autonomously.
The solution includes a Skills Library with pre-built templates that enable AI agents to take action in popular applications like Shopify and Stripe.
It also includes a Skills Builder that offers a visual, no-code environment where teams can design and deploy custom skills, allowing agents to handle tasks such as processing returns with ease.
Freddy AI Agent for Email
The Freddy AI Agent for Email turns inboxes into self-sufficient support channels by analyzing incoming messages, generating contextual responses, and automatically resolving tickets once the customer confirms the issue is fixed.
The vendor claims that this results in significantly reducing first-response times from hours to minutes.
The tool is also able to handle repetitive issues with speed and precision, allowing support teams to scale without increasing agent workload.
Freddy AI Copilot
Freddy AI Copilot helps service teams work more efficiently by drafting clear responses, linking related issues, and generating useful documentation.
Its latest features improve context awareness and problem-solving, including:
Intelligent Related Changes: Highlights likely causes of issues by reviewing recent system changes in Freshservice.
Reply Suggestions: Analyzes incoming tickets, searches the knowledge base, and drafts personalized replies for agents in Freshdesk.
For Srini Raghavan, Chief Product Officer at Freshworks, these new features and improvements help the Freddy Agentic AI Platform to “go beyond simple automation.
It works alongside people to solve real challenges in real time. 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.”
