Freshworks (NASDAQ: FRSH) unveiled the next evolution of its Freddy AI platform at their annual Refresh event, marking an important leap in enterprise service automation. The newly launched Freddy Agentic AI Platform can actively complete tasks across enterprise applications. In comparison to traditional AI tools that stop at responding to queries, this new agentic AI tool can resolve service requests, streamline workflows and free up human agents for more complex and human-demanding tasks.
“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. “Our customers are already seeing the benefits - higher CSAT scores, faster resolution times and lower operational costs.”
From responding to resolving
Freddy AI can now autonomously handle complex workflows, such as processing insurance claims, booking logistics and handling payroll updates. Moving far beyond chat-based assistance, this shift represents a significant move from conversational AI to agentic AI, where AI agents think, reason and act autonomously.
A key highlight is the debut of Freddy AI Agent Studio, a no-code interface that empowers customer service teams, regardless of technical background, to create and deploy AI agents in minutes. These agents can be customized to carry out tasks like issuing refunds, updating orders, or modifying customer records without needing software engineering support. Commenting on the shift to agentic AI, Liz Miller, VP and principle analyst at Constellation Research said that agentic AI “marks a critical evolution in support operations. What’s especially exciting is the democratization of AI deployment through no-code tools - mid-market companies can now achieve outcomes once reserved for enterprise giants.”
Achieving AI success
Since launching in 2023, Freddy AI has already delivered tangible results. For example, Hobbycraft automated 30 percent of queries, increasing customer satisfaction by 25 percent. Also, Bergzeit claims they cut translation workloads by 75 percent through Freddy Copilot.
“Freddy isn’t just automation, it’s intelligent partnership,” said Srini Raghavan, chief product officer at Freshworks. “Our multi-model AI architecture delivers accuracy and context-awareness, helping teams act faster with less friction."