Freshworks has launched new features for its Freddy AI platform, enhancing automation across customer and employee service operations. The updates aim to simplify complex workflows and enable autonomous resolution of service requests.

The upgraded platform includes Freddy AI Agent Studio, a no-code builder for deploying task-specific AI agents, and new capabilities in email support, knowledge search, IT insights, and AI copilot functions. These features allow Freddy AI agents to take direct actions, such as issuing refunds or booking appointments across business apps like Shopify and Stripe, without human intervention.

“AI agents can be taught unique skills to autonomously take actions like issuing a refund, checking order status, or updating a customer record,” the company stated. Businesses also get access to pre-built templates to easily add the required skills to the AI agents they create.

Murali Swaminathan, CTO of Freshworks, told AIM, “The whole idea of the Freddie AI agent studio is to provide a set of out-of-the-box templates for our customers to build AI agents quickly. We also have our Skill Builder behind the scenes, which will enable them to create new AI agents.”

The new Freddy Agentic AI platform supports multi-application workflows, autonomous email handling, and root cause analysis for IT operations. The agent integrates with Slack and Microsoft tools, supports 40+ languages, and offers improved context awareness through a multi-LLM architecture.

Swaminathan highlighted that the company utilises GPT-4o and GPT-4o mini models under the hood and hosts several others, including Llama, for specialised applications. 

The company claims real-world productivity gains for its customers. Swaminathan told AIM, “Hobbycraft is our customer that has deployed Freddy AI agents for the customer service use case. They’ve been able to successfully deflect at least 30% of their support requests, which has indirectly helped them improve customer satisfaction by at least 25%.”

The company also mentioned other customer stories, such as Bergzeit, which reduced ticket translation efforts by 75%, and iPostal1, which now resolves over half of its support queries automatically. Furthermore, Five9 reports saving 200 IT hours monthly using Freddy AI Copilot.

Swaminathan explained to AIM that the company is exploring opening up an MCP server to Freddy AI capabilities and is aiming for wider collaboration with other leading solutions, like a Salesforce agent. Furthermore, Agent2Agent (A2A) protocols are also being explored to facilitate interoperability between AI agents beyond the Freshworks ecosystem. 

To encourage adoption, Freshworks has introduced training resources, partner programmes, and professional services. With over 5,000 organisations using Freddy AI since its 2023 launch, Freshworks positions its agentic platform as a scalable alternative to legacy service automation.

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