Agentic AI, uncomplicated service, and sharp insights at Refresh 2025
In their keynote talks, Freshworks leaders debuted new products and fresh ideas aimed at breaking the cycle of complexity
Software was supposed to make things easier, but just ask any CIO and they’ll point to a mile-high tech stack that says otherwise.
At Refresh Virtual Summit 2025, Freshworks CEO Dennis Woodside, Chief Product Officer Srini Raghavan, and Chief Customer and Marketing Officer Mika Yamamoto kicked off the event with exciting announcements and insights aimed in a new direction: uncomplicating.
Freshworks' virtual summit brought together industry leaders to get a first look at new products from Freshworks and to hear how some customers are transforming service delivery without adding enterprise complexity. Here are three highlights from the day:
Freshworks launches new agentic AI capabilities
While conversational AI has helped businesses automate responses, the real breakthrough comes when AI can take autonomous action. Freshworks announced the next generation of its Freddy Agentic AI Platform, a connected, intelligent, continuously learning system of AI agents that can think, reason, and act. These agents don't just understand customer requests—they execute them, processing refunds, updating inventory, and managing workflows without human intervention.
"Software should be fast, intuitive, and immediately valuable, and AI should be an accelerant, not another complex, delayed implementation," Woodside said.
Freshworks unveils AI Agent Studio, no-code creation of autonomous agents
In his keynote, Raghavan showcased several products and features. AI Agent Studio lets customer experience teams build autonomous agents through visual, no-code interfaces that handle everything from order management to identity verification. The goal is to put AI creation in the hands of the people who actually understand the business problems.
“These new capabilities are designed to deliver value fast, scale effortlessly, and most importantly, they just work,” Raghavan said.
Read more about new product innovations for customer service teams and IT teams.
A customer story with outsized ROI
More than 73,000 customers use Freshworks, with success stories every day. Yamamoto put a spotlight on Big Bus Tours, which transformed its customer service into a revenue-generating concierge service that actively guides travelers through booking journeys. AI-powered automation from Freshworks didn't just reduce costs; it enabled the team to generate gross sales covering 68% of support expenses in typical months and 110% during peak periods.
Yamamoto noted, “This transformation from siloed service to AI-powered, revenue-generating support helps Big Bus Tours deliver incredible travel experiences in every iconic city worldwide with uncomplicated software that helps free up operating expenses to deliver top-line results.”
Below is a clip from the Refresh Virtual Summit keynote address, or watch the full event on-demand to catch up on all the sessions.
