The AI service platform built for the enterprise

One unified system for zero-touch resolutions, proactive operations, and service intelligence to anticipate and solve problems at the source.

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Continuous, connected operations

Manage enterprise-wide service as a connected experience. Teams and AI run together as a coordinated system that expands coverage and sharpens execution.

Resolutions fueled by agentic workforces

Deploy domain-trained AI Agents for IT, HR, and CX with key agentic skills that deliver predictive, proactive service across the enterprise.

Increased impact for every team

One easy-to-use platform with personalized assistance for employees, safe automation for service teams, and prescriptive insights for IT leaders.

Enterprise-grade AI for modernized service delivery

Domain awareness plus intelligent orchestration enables Freddy AI to interpret context, make informed decisions, and deliver high-quality outcomes. It’s this agency that unlocks accurate, reliable AI action safely across the enterprise.

Evolving capabilities across the agent lifecycle

Design, manage, and monitor AI Agents to handle even your most complex workflows. Real-time insights and knowledge recommendations help you continuously optimize their performance and extend Freddy AI Agents’ capabilities as service delivery evolves.

Better decisions in every interaction

Freddy AI Copilot guides teams through the entire resolution process, bringing context, suggestions, and next steps into each request. It helps them understand what’s happening and what to do next without digging or switching context.

Real-time signals across service touchpoints

See what’s happening across all operations with a unified service dashboard. Freddy AI Insights uncovers trends and root causes early, lets you drill into details conversationally, and shows where to take action before issues impact service quality.

AI built secure from the start

Freshworks AI is grounded in enterprise-grade security and privacy, with safeguards and controls for responsible use. Freshworks prioritizes alignment with global privacy laws and standards to deliver reliable, trusted AI experiences.

Exceptional AI service by those who specialize in it

Freshworks AI is built from more than a decade worth of workflow data and service domain context to deliver service impact where companies need it most.

66%Ticket deflection

77%Decrease in resolution time

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Frequently Asked Questions

What is Freddy AI by Freshworks?

Freddy AI is Freshworks’ suite of built-in capabilities that help businesses create exceptional customer and employee experiences. Freshworks AI includes Copilot for agent assistance, AI Agents for customer self-service, and Insights for actionable reporting and automation.

How does Freddy AI work?

Freddy AI uses a combination of machine learning, large language models (LLMs), and automation to understand requests, suggest responses, take actions, and surface insights. It integrates with your existing service workflows and tools to streamline operations without the need for custom development. The no-code interface means it is simple enough to launch AI agents in minutes.

What can I use Freddy AI for?

Freddy AI can help agents, employees, and leaders with many tasks across the business, such as: • Help agents resolve tickets faster with smart suggestions • Automate service requests with AI Agents • Provide real-time analytics and trend insights • Enable self-service through chat, email, and voice • Support employees with AI-powered search across systems • Provide holistic insights across your business function

How will Freddy AI benefit my business?

Freddy AI boosts team productivity, improves customer satisfaction, and reduces operational costs. Businesses using Freddy have seen faster response times, higher CSAT, and more agent efficiency while also reducing ticket volumes through self-service automation.

Which Freshworks products include Freddy AI?

Freddy AI is available with multiple Freshworks products, including Freshservice, Freshdesk, Freshdesk Omnichannel, and Freshchat. Because Freddy AI is native to Freshworks, the experience is seamlessly built into everyday use in participating plans.

How secure is Freddy AI?

Security and privacy are built in, and our Freshworks AI Trust framework adds multiple layers of protection, including: • Content Safety to filter inappropriate outputs • Privacy measures and PII protections • Advanced access controls for role-based visibility • Traceability with audit logs for every interaction • Security with encrypted data exchange and prompt attack protection These safeguards ensure Freddy AI delivers reliable, secure, and responsible outcomes at scale.

What AI models power Freddy AI?

Freddy AI is model-agnostic. It uses a mix of proprietary models, fine-tuned open-source models, and commercial LLMs. Freshworks continuously evaluates and selects the best-performing model for each task, ensuring speed, accuracy, and data privacy.

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