AI that unlocks human potential
People-first AI means quicker responses, more deflections, higher output, and increased satisfaction. Launch in minutes for better customer and employee experiences.
Empower. Elevate. Uncomplicate.
Models built for service
Agents built for business
Support built for people
AI accuracy, efficiency, and possibility
Freshworks Freddy AI empowers people throughout your business. Copilot streamlines support for service representatives, agents act in real time for customers and employees, and insights help leaders plan, resource, and optimize.
Resolution starts with conversation
AI agents are ready to deliver instant support 24/7—whether it's through chat, email, or social media. Powered by an agentic core, they handle complex, multi-step requests and multi-turn conversations with ease—no forms required, just fast and satisfying resolutions.
AI built for how support really works
For too long, service software has been rigid—built to follow rules, not people. Freshworks uncomplicates the support lifecycle with AI designed for the thousands of representatives, leaders, and employees who use our tools.
AI models: your team’s new best friend
AI advances quickly, which is why we began developing our solutions in 2018. Today, a mix of ML models, LLMs, and proprietary tools powers agentic AI for our customers. Get a fast start with out of the box IT and HR agents, or build custom ones to drive faster, more personalized support.
What gets measured gets managed—and maximized
For admins and leaders, static data rarely tells the whole story. That’s why our built-in Proactive Insights highlights key trends—like productivity and resolution quality—without the manual work. And with root cause analysis, it’s more than just data—it’s real clarity.
Exceptional service—without the complexity
Help resolve issues faster. Take productivity through the roof. Act on insights quickly and precisely. It’s all possible with AI from Freshworks.
Related resources
Learn more about our people-first approach to AI. Trusted by over 72,000 companies to empower employees to be more effective and make organizations more efficient.
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Frequently asked questions
What is Freddy AI by Freshworks?
Freddy AI is Freshworks’ AI is a 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.
Is Freddy AI a new product?
Freddy AI is the AI foundation of Freshworks. First launched in 2018, it’s evolved into a powerful, embedded platform that delivers intelligent automation, faster resolution, and personalized support across customer and employee service experiences.
How does Freddy AI work?
Freddy AI is a connected platform of AI capabilities—AI Agents, AI Copilot, and AI Insights—that makes service delivery smarter, faster, and more proactive everywhere work happens. 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 repetitive customer 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
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 Freshdesk, Freshchat, Freshservice, and Freshdesk Omnichannel. All plans come with Freshworks AI capabilities built in, giving every customer access to AI-powered support features.
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 like dynamic PII masking
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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