New agentic capabilities enable autonomous service resolution, smarter insights, and simplified AI deployment for businesses of all sizes
At its flagship Refresh event, Freshworks (NASDAQ: FRSH) has launched the next generation of its Freddy Agentic AI Platform — a powerful leap forward in enterprise support automation. Moving beyond basic AI assistance, the upgraded platform enables autonomous service request resolution, real-time insights, and seamless agent deployment across customer and employee support teams.
“Just like our core software, Freddy Agentic AI delivers fast, tangible results — not another overcomplicated project.”— Dennis Woodside, CEO, Freshworks “Freddy’s multi-model architecture and agentic capabilities are designed to do more than just automate — they collaborate with people to deliver real business outcomes.” – Srini Raghavan, Chief Product Officer at Freshworks.
The Freddy Agentic AI Platform introduces a connected system of intelligent agents that can act across business applications to resolve tasks like processing returns, booking travel, updating records, and more — autonomously. This evolution is supported by Freddy AI Agent Studio, a no-code environment that lets support teams create and deploy AI agents in minutes without technical expertise.
New capabilities include:
- Freddy AI Agent for Email, which transforms inboxes into autonomous support channels;
- Freddy AI Unified Search, enhancing knowledge discovery across Slack, SharePoint, and Teams;
- Freddy AI Insights, offering root cause analysis through visual maps;
- Freddy AI Copilot, upgraded to suggest replies, generate documentation, and identify service gaps with intelligence.
Since 2023, over 5,000 organizations — including Five9, Hobbycraft, and iPostal1 — have adopted Freddy AI, reporting up to 70% ticket deflection and significant cost savings.
With democratized AI agent deployment, Freshworks is enabling mid-market and enterprise teams alike to scale support with efficiency, speed, and customer satisfaction at the core.
