In a move set to reshape the way businesses handle customer and employee support, Freshworks Inc. (NASDAQ: FRSH) has announced the launch of Freddy AI Agent—an innovative, autonomous service agent that promises a fast and seamless deployment experience. With Freddy AI Agent, businesses can revolutionize their Customer Experience (CX) and Employee Experience (EX) without the need for coding or consultants. This latest offering from Freshworks can be deployed in just minutes, and early users have already reported impressive outcomes—autonomously resolving over 40% of service requests in customer and IT support.
AI-Driven Support for the Modern Workplace
The demand for simplified, AI-powered solutions has been on the rise. According to Dennis Woodside, CEO and President of Freshworks, “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 caters to mid-sized companies such as Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank, offering substantial productivity boosts and showcasing how AI can drive meaningful business outcomes. Freddy AI is integrated with Freshdesk and Freshservice, delivering a powerful combination for enhancing support efficiency across industries.
Key Capabilities of Freddy AI Agent
Freddy AI Agent brings to the table several advanced capabilities that benefit both customer and employee support teams:
- Rapid Deployment: Deploy Freddy AI without needing to code or train models. The agent autonomously learns from existing documents and websites.
- Autonomous & Always-On: Freddy AI provides round-the-clock conversational assistance across multiple channels.
- Hyper-Personalization: Freddy personalizes conversations in multiple languages, providing a human-like, contextual experience.
- Trusted & Secure: Built with enterprise-grade security, Freddy AI adheres to stringent privacy and compliance standards.
Transforming Customer Experience (CX)
Freddy AI Agent simplifies customer interactions by autonomously handling tasks such as order updates, return policies, and basic troubleshooting—all while maintaining a conversational, 24/7 experience. Amanda Pope, Customer Success Product Manager at Bchex, shared, “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.”
This efficiency boost translates into higher customer satisfaction (CSAT) scores, reduced response times, and a more engaged workforce.
Enhancing Employee Experience (EX)
Freddy AI Agent also transforms the internal IT experience, automating routine tasks and offering real-time support to employees. By integrating with platforms like Microsoft Teams and Slack, Freddy AI provides seamless support across various collaboration tools. Employees can resolve IT issues such as application access or hardware replacements without having to wait or raise tickets.
Alexander Wünsch, Chief Financial Officer at Porsche eBike Performance, praised the tool, stating, “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.”
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A Growing AI Revolution
As noted by industry experts, the integration of AI into daily business operations is poised to grow. Murali Swaminathan, Freshworks’ Chief Technology Officer, remarked, “We’re only just beginning to see the positive impact of agentic AI on the workplace. From advisor to active problem-solver, Freddy AI Agent helps employees do their jobs more effectively while automating workflows.”
Freshworks is leading this transformation, leveraging generative AI to deliver exceptional service experiences. To learn more or sign up for beta testing, visit the Freshworks website or register for their upcoming virtual AI Summit on November 12.
About Freshworks
Freshworks Inc. (NASDAQ: FRSH) delivers AI-driven service software that helps organizations create exceptional customer and employee experiences. Trusted by over 68,000 companies, including American Express, Sony, and Bridgestone, Freshworks’ solutions are designed to increase efficiency and loyalty.
