Freshworks has introduced the Freddy AI Agent, aimed at enhancing customer and employee experiences by resolving service requests.
Freddy AI is an autonomous service agent that can be quickly deployed to assist customer support and IT teams in resolving a significant portion of service requests independently.
The new product supports rapid deployment, autonomous assistance, multilingual personalized service, and robust security features, learning from existing documentation and websites to provide autonomous support.
Customer support teams benefit from automating routine tasks, improving customer satisfaction, and reducing response times. The AI agent also aids IT teams by providing near-real-time support, streamlining operations, and boosting productivity.
“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,” said Dennis Woodside, CEO and president at 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.”
Gartner predicts that by 2028, a considerable number of enterprise software applications will incorporate AI agents, enabling autonomous decision-making for routine business tasks.
Freshworks reports that customer support can achieve an average autonomous resolution rate of 45%, while IT support can manage around 40% with the Freddy AI Agent, facilitating better customer and employee interactions.
Companies like Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank are leveraging the Freddy AI Agent alongside Freshworks’ Freshdesk and Freshservice to enhance productivity and efficiency.
Freshworks Chief Technology Officer Murali Swaminathan underscored the positive impact of agentic AI on the workplace, highlighting the collaboration between people and AI to handle daily requests effectively and automate tasks to enhance business operations.
