Elevate service management with AI that gets work done
From autonomous agents that resolve employee issues, to Copilot that helps your team work faster, to Insights that surface what matters, AI is built into every part of Freshservice.
Resolve service requests end to end with AI Agents that take action across your systems. Use Freddy AI Agent Studio to build and deploy agents using your workflows, knowledge sources, and business rules. Govern every action with visibility and control, and continuously improve performance with insights from real interactions.
Explore Freddy AI Agent StudioPeople-first AI to future-proof your business
Freshworks people-first AI enables exceptional employee experiences, enhancing human potential while eliminating friction.
Uncomplicated
Built natively into your service desk with pre-equipped domain knowledge, Freddy AI delivers powerful capabilities without requiring complex configurations or AI expertise.
Actionable
Go beyond assistance to execution. Freddy AI enables teams to automate and resolve requests using AI Agents that work across systems, while maintaining control and visibility.
Human-centric
Developed with bespoke solutions for every stakeholder, Freddy AI is tailored to the unique needs of employees, service teams, and business leaders – benefiting every part of your support ecosystem.
Personalized
Trained on domain context for IT and Non IT domains and tuned to your unique processes, Freddy AI understands your specific business context to deliver tailored assistance and insights.
Empowering
Purpose-built for human impact, Freddy AI makes complex tasks feel effortless—turning repetitive work into opportunities for creativity, growth, and exceptional service.
Secure
From architecture to interaction, the Freddy AI Trust framework helps ensure our AI is secure, responsible, and trusted to act and scale safely across your organization.
Drive rapid ROI with uncomplicated AI
Skip the learning curve with pre-equipped domain knowledge and native integration. Ensure immediate impact while maintaining enterprise-grade security.
66%
Of incoming tickets deflected by Freddy AI Agents41%
Faster First Response Time with Freddy AI Copilot66%
Freddy AI Agent users see a reduction in agent workload77%
Decrease in average resolution time with Freddy AI CopilotExplore Freddy AI in action
Conversational AI Agent for 24/7 employee support
Freddy AI Agent handles employee requests end to end across Microsoft Teams, Slack, and service portals. It understands intent, takes action across systems, and completes workflows automatically. Employees get 24/7 support in 40+ languages with no forms to fill, just faster resolution.
AI-powered reply suggestions for faster first contact resolution
Freddy AI Copilot analyzes ticket context to generate relevant, personalized responses that agents can use with one click. This reduces your response times while maintaining consistent service quality across your team.
Precision routing powered by agent skill (now available in Early Access)
Freddy AI uses skill-based routing to determine and assign the right agent for each ticket. By analyzing ticket context and matching it with agent expertise, Freddy AI reduces misroutes and manual guesswork.
Lightning summarization, faster support
Freddy AI Copilot instantly transforms lengthy ticket threads into clear, actionable summaries. Agents understand issues at a glance, reducing resolution and handling times and eliminating time spent reading extensive conversation histories.
Smart suggestions accelerate ticket processing
Freddy AI Copilot identifies related historical tickets and automatically recommends appropriate field values for faster categorization. This smart assistance accelerates ticket processing, reduces errors, and ensures consistent data quality across your service desk.
Unlock proactive, data-driven insights with Freddy AI
Freddy AI Insights monitors your service desk to detect issues early, uncover causes, and deliver instant analytics through simple conversation—empowering smarter, faster decisions.
Freshservice capabilities
Simplify the complex — powerful IT capabilities with intuitive design and built-in intelligence to help teams move faster and smarter.
IT Service Management
Boost service desk performance with AI-powered workflows, intuitive automation, and actionable analytics.
IT Asset Management
Automate real time tracking across hardware, software, and cloud tools in an auto-updating CMDB.
IT Operations Management
Streamline IT ops with end-to-end visibility, intelligent alerts, and faster resolutions.
Enterprise Service Management
Transform service delivery across teams with automated processes for HR, Facilities, Finance, and more.
Omnichannel
Let employees request help on any channel, instantly alert agents, and speed up responses and fixes.
Join 74,000+ companies uncomplicating their IT service & support
View all customer stories
With features like conversational support and the solution article generator, we are now able to deliver intelligent and user-centric IT support.
Freshservice has been essential to our growth. Its automation and AI-powered features like the ticket suggester and Freddy AI Insights are enhancing our efficiency and enabling us to scale our IT support effectively.
Because of the Freddy AI virtual bot, we could deflect 65% of the tickets. Copilot is helping us be consistent and accurate with the resolution description. It saves 200 hours per month. Insight/analytics is helping to find the gaps and fix them so that Freddy can further improve.
Trusted by experts
Trusted by IT teams worldwide. Recognized for usability, reliability, and customer satisfaction.
Your AI implementation guide
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Freddy AI: Solution Overview
Get a quick snapshot of Freddy AI’s capabilities and benefits. Perfect to share with your team.
Freddy AI Immersive Demo 2025
Take a tour of Freddy AI and discover the future of AI-powered support.Redefine your service experience with Freddy AI
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Start free trial
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Contact sales
Connect with our product experts to get a tailored demo, pricing insights, and answers to your IT challenges.
Watch product tour
Watch a short 6 min tour of the product to understand how Freshservice streamlines IT operations with AI and automation.
Frequently asked questions
What is Freshservice Freddy AI, and how does it work?
Freddy AI is an AI-powered assistant built into Freshservice that handles employee requests across the IT service lifecycle. It uses natural language processing to understand what employees need, then either resolves issues automatically or routes tickets to the right teams for faster resolution.
What are the key features of Freddy AI in Freshservice?
Freddy AI includes three main parts: Copilot assists agents with reply suggestions and ticket summaries, Agent resolves common requests automatically, and Insights provides analytics. It also offers multilingual support, knowledge article creation, and integration with popular workplace tools such as Teams and Slack.
How does Freddy AI improve productivity in IT service teams?
Freddy AI speeds up agent responses by suggesting replies based on similar past tickets and knowledge articles. It automates routine tasks such as ticket summaries and resolution notes while deflecting common requests through self-service. Real customers report up to 73% reduction in incident volume.
Can Freddy AI automate IT workflows in Freshservice?
Yes, Freddy AI can resolve up to 80% of common queries automatically without agent involvement. It automates ticket routing, field population, status updates, and resolution documentation. The system also connects with remediation tools to fix issues directly and maintains context across complex multi-step conversations.
What are the benefits of using Freddy AI for IT operations in Freshservice?
Freddy AI reduces IT complexity by combining device data and conversation insights directly into tickets. This shortens the path from problem identification to resolution, reduces manual work for IT teams, and improves the employee experience by enabling faster, more accurate support across multiple languages and channels.
Does Freddy AI integrate with existing IT tools in Freshservice?
Yes, Freddy AI connects with Microsoft 365 Copilot, Slack, Teams, SharePoint, and Google Drive. It pulls information from these systems to provide better answers and can attach device data directly to tickets. This integration keeps employees in their preferred workflows while resolving IT issues.