Freshworks Advances its Agentic AI Platform To Uncomplicate Service Software For Companies Big ....
Most AI-powered service tools stop at answering
questions. Freddy now goes further by getting work done. At its flagship Refresh event, Freshworks unveiled the next generation of its Freddy Agentic AI Platform, a connected, intelligent,
continuously learning system of AI agents that don’t just reply to service
questions, but can resolve them. Whether it’s processing an insurance claim,
updating a payroll record, or booking a new shipment, Freddy AI now takes
action across the applications businesses already use.
The company also introduced the Freddy AI Agent Studio, a no-code platform that simplifies the
creation and deployment of autonomous AI agents, making it easier for
businesses to scale customer support. Freddy AI Agent Studio helps relieve
service teams of endless ticket handoffs, delayed resolutions, and frustrated
users due to outdated automations. New, easy to deploy AI agents can think,
reason and act to resolve many customer queries from start to finish, giving
human agents more time to handle more complex customer challenges.
“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. “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."
From Insights to Action: A New
Standard for AI at Work
What makes the Freddy Agentic AI Platform truly
impactful is its ability to help customer and employee service teams act faster
to deliver results. AI agents aren’t just answering questions — they’re
resolving requests, completing actions across multiple applications,
identifying root causes, and recommending next steps. These capabilities span a
wide range of use cases, including order tracking, account modifications,
appointment and flight booking, payments and subscriptions, loyalty rewards
management, and many more common support requests within retail, travel,
financial services, manufacturing, and software industries. All of it can
happen autonomously, so teams spend less time on mundane tasks and more time on
work that matters.
New capabilities available to customers within the
Freddy Agentic AI Platform include:
Freddy AI Agent Studio: More
productive agents, happier customers
Freshworks is rolling out the Freddy AI Agent Studio, an integrated set of
capabilities to uncomplicate how customer service teams build, test, and launch
AI Agents in minutes by a support team member without technical expertise. AI
agents can be taught unique skills to autonomously take actions like issuing a
refund, checking order status, or updating a customer record.
Highlights of the AI Agent Studio include:
- Skills
Library -
pre-built templates of skills required by AI Agents to take actions in
commonly used applications including Shopify and Stripe
- Skills
Builder -
a visual, no-code environment to design and deploy custom skills for AI
agents to autonomously resolve service requests like processing a return
Leave A Comment