Freshworks has announced the launch of Freddy AI Agents. These autonomous AI agents will help transform customer experiences (CX) and employee experiences (EX). Early adopter customers are already enjoying the benefits that Freddy AI Agents are delivering for both Freshdesk and Freshservice.
Organisations such as Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank have been able to deploy the agents without the need to write code or train new models. The deployment takes minutes, and the outcomes are impressive. Already, Freddy AI Agents in beta have been able to resolve 45% of customer support requests and 40% of IT Service requests. It is, therefore, likely that these percentages will rise.
AI Agents are increasingly seen as the next wave of AI, turning generative AI solutions into Agentic AI solutions. Gartner estimates that by 2028, at least 33% of enterprise software will include Agentic AI. These Agentic AI solutions will automate 15% of the day-to-day work within those enterprises. Organisations like Salesforce are adopting Agentic AI solutions across their platforms to ensure customers reap their advantages.
According to the Freshworks Global AI Workplace Report, the early adopters of AI have been IT (85%) and Marketing teams (80%), while Customer Service teams seem not to be taking it up as quickly (57%). The Freshworks press release says that IT managers and customer service managers are seeing AI driving more value than ever before.
Dennis Woodside, CEO and President at Freshworks commented, “Over the last six years, we’ve seen a rise in demand for our uncomplicated, AI-powered service solutions that make the lives of customer service and IT service managers easier and more efficient.
“Freddy AI Agent is a game-changer for organizations looking to accelerate customer service and employee service, fast. Most other software requires multiple weeks and implementation fees to deploy an AI agent, but we’ve designed Freddy to be deployed without code or consultants in minutes.”
Freddy AI Agent
Freddy AI Agent is now generally available for Pro and Enterprise customers using Freshdesk Omni, Freshchat and Freshsales. Some features remain in beta, notably Freddy Insights conversational prompts. Freshworks identifies five core features of Freddy AI Agents as:
- Rapid time to value. Organizations can quickly deploy Freddy AI Agent without needing to code or train models. Instead, Freddy learns from existing documents and websites. By pointing Freddy to websites and other learning materials, the agent will crawl through the resources and learn on its own.
- Autonomous and always-on. Freddy AI Agent is fully autonomous and supports people on their mission to provide round-the-clock, radically helpful, human-like conversational assistance across multiple channels.
- Hyper-personalized service. Freddy AI Agent personalizes and contextualizes conversations in multiple languages across multiple channels.
- Trusted and secure. Freddy AI Agent offers trustworthy, secure, enterprise-grade AI built on a bedrock of strict privacy controls to meet security and compliance standards.
Most of the features already support several languages. these include English, German, Dutch, French, Swedish, Spanish (EU), Spanish (LATAM), and Portuguese (BR). Work on supporting Russian, Italian, Polish, Turkish, Czech, Danish, Flemish, Finnish, Norwegian, Japanese, Korean, Chinese (simplified), Chinese (traditional), Thai, Vietnamese, and Spanish (ES) is ongoing, with some features already supported.
While the general availability of Freddy AI Agents is important, there is still more to come with more features in beta. Freshworks Chief Technology Officer Murali Swaminathan commented, “We’re only just beginning to see the positive impact of agentic AI on the workplace. From advisor to active problem-solver, an orchestrated symphony of specialized agents can thoughtfully handle a large and growing percentage of daily requests and help employees do their jobs more effectively.
“Copilots also step in, to assist the human agent, further automating tasks and workflows that run a business. Freshworks is researching and applying the best of both worlds where people and AI can work together.”
Early adopters seeing value
Freshworks has been running beta trials for some time for both CX and EX applications. CX organisations have automated customer queries with a conversational 24/7 experience such as:
- Order updates
- Return policies
- Basic troubleshooting
- Resolving basic issues
With always-on and consistent customer service responses, customers have seen better response times and an even higher CSAT score. However, Freshworks has not shared any quantifiable evidence of this yet.
Amanda Pope, Customer Success Product Manager at Bchex, explained her use of Freddy AI Agent with Freshdesk. She commented, “The best part is how quickly it can be deployed. If you have your FAQ and data ready, you can upload it to the platform and have a new AI agent ready in 20 minutes.
“Our AI agent takes the load off our customer support team, and the team can now spend their time and resources to address tougher issues to give our customers the care they deserve.”
With Freddy AI Agent for EX, organisations can deliver automated support for employees 24/7 across multiple channels and languages. It will remove many of the menial support tasks that beset IT, HR, and other internal service teams.
Use cases include application access, hardware replacements, medical benefits, and leave policies. The Agents can answer queries and take action immediately. Without employees having to wait in a queue or for their tasks to be done. Agents support multiple internal collaboration channels, including email, Microsoft Teams, and Slack.
Alexander Wünsch, Chief Financial Officer of Porsche eBike Performance, commented, “Freshservice’s AI capabilities are the backbone of our IT operations. With features like conversational support and the solution article generator, we are now able to deliver intelligent and user-centric IT support. Freshservice is simple and easy to understand, even for those without deep technical knowledge or rigorous IT training.”
Enterprise Times: What does this mean
The general availability of an Agentic AI solution from Freshworks is significant. The rise of Agentic AI use from 1% in 2024 to 33% in 2028 (Gartner) is significant. Tom Coshow, Sr Director Analyst at Gartner, wrote, “Agentic AI has the potential to significantly empower workers. It’ll enable them to develop and manage complicated, technical projects — whether microautomations or larger projects — through natural language.”
Analysts predict that AI will change the world of work. Agentic AI is the next step on that journey. Freshworks is ensuring that its own customers can gain the efficiencies and competitive differentiation that others without Agentic AI won’t have.
Snow Tempest, Research Manager at IDC, commented, “We’re seeing promise for how AI agents can enhance the employee experience. Providing these AI-powered tools can reduce the burden of rote work on IT teams while maintaining engagement with internal employees, empowering them to focus on meaningful work, reduce burnout, and foster collaboration. There is a significant opportunity for teams to focus on using AI as a tool to empower workers both in IT and in other roles.”
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