The agentic AI platform that uncomplicates customer service
With Freshworks’ Freddy Agentic AI Platform, customer support teams can thrive with AI tools that autonomously manage and resolve customer issues from start to finish
Customer support teams face a Sisyphean challenge: Customers expect instant, helpful responses to their needs, while companies face increasing complexity and a relentless demand for efficiency. Most AI tools promise to solve this dilemma but fall short, offering suggestions instead of solutions, recommendations but not results.
What many businesses need are AI solutions that don't just advise, but also manage and resolve customer issues from start to finish.
This is the challenge we set out to solve with the next generation of our Freddy Agentic AI Platform—a connected, intelligent, continuously learning system of AI agents that don’t just reply to questions, but resolve requests, complete actions, and recommend next steps.
What differentiates Freshworks agentic AI from others on the market
The Freddy Agentic AI Platform features new capabilities that help support teams advance from automation to autonomous, agentic action. Our AI agents can think, reason, and act, helping to resolve customer issues at scale.
With this launch, Freddy AI becomes a full-service coworker for your teams and your customers with three key capabilities:
Freddy AI Agent Studio to build autonomous agents that take action
Freddy AI Agent for Email to provide always-on, contextual responses via email
Freddy AI Copilot with Reply Suggester to analyze tickets, search through knowledge bases, and draft context-specific replies
Building agents that can think, reason, and act autonomously
We're launching the Freddy AI Agent Studio as part of our Early Access Program, giving customer service teams the tools to build, test, and deploy AI agents that can complete tasks, like managing orders, rescheduling flights, verifying accounts, or updating subscriptions, all in the same conversation.
And like everything we build at Freshworks, the AI Agent Studio offers enterprise-grade value without enterprise-grade complexity. It is incredibly easy to use, requires no coding knowledge, and is designed to deliver rapid impact and scale effortlessly.
Freddy AI Agent Studio
What it is: AI Agent Studio allows you to easily build, test, deploy, and manage AI agents that can take autonomous actions. With the AI Agent Studio, you can build dozens of agentic workflows, define business rules, and connect to external systems—all using a visual, no-code, intuitive interface.
Freddy AI Agent Studio: Key features
Skills Builder: A visual, no-code tool that lets teams design and deploy new skills to Freddy AI Agent. These skills enable the agent to take autonomous actions like managing orders, rescheduling bookings, or handling subscriptions by connecting to external systems and orchestrating complex workflows with built-in logic and reasoning.
Skills Library: A collection of out-of-the-box integrations with popular platforms like Shopify and Stripe that allow teams to automate common service tasks, such as order tracking or refund processing, in minutes.
Availability: Early access by the end of June. Please contact your customer success manager to verify your eligibility for this early access program.
Additional resources:
Learn more: Freddy AI Agent Studio
Video: Freddy AI Agent
With these features, a Freshdesk admin can now easily build and deploy AI agents that can take autonomous actions for use cases spanning different industries, including retail, travel, financial services, manufacturing, IT/SaaS, and more.
Here are examples of autonomous actions that users can build with the Freddy AI Agent Studio:
Order tracking & management: Place orders, get order updates, and make modifications
Flight booking management: Manage check-ins, flight changes, and cancellations
Payments: Share bill payment information and enable payments via direct links
Inventory lookup: Respond to customers’ queries with real-time inventory data from ERP systems.
Demo booking & lead generation: Automate appointment setting and lead capture
Subscription management: Manage plan upgrades and subscriptions
Account information: Respond to questions about a customer’s account details
Loan eligibility status: Check loan eligibility based on customer information
Freddy AI Agent Studio: Why it matters
Unlock a new era of autonomous support
Free your teams for what matters
Personalized, always-on, and context-aware
Fast time to value
Transforming email from reactive to autonomous
A high volume of emails leads to longer wait times, reducing efficiency and customer satisfaction. Yet, email still dominates customer support, especially in industries that rely on tickets. Handling email manually is slow, inconsistent, and hard to scale, but the challenge isn’t just responding faster. It’s completing customer requests without requiring human involvement for routine issues.
That’s why Freshworks is launching a version of Freddy AI Agent that goes beyond conversational chat support to provide always-on, contextual responses via email, the primary non-conversational channel for serving customers.
Freddy AI Agent for Email
What it is: An autonomous email resolution system that analyzes incoming customer emails, accesses the knowledge base, and sends relevant responses without human intervention.
Freddy AI Agent for Email: Key features
Automatic email triage and response: Analyzes incoming email content to understand customer intent and generate a relevant, personalized reply.
Knowledge-backed responses: Retrieves answers from your existing knowledge base and includes cited sources for easy validation and reference.
Smart resolution handling: If a customer marks the response as helpful, the ticket is automatically resolved. If the query is out of scope, the AI agent holds back, providing only high-confidence responses.
Availability: June 11
Additional resources:
Learn more: Freddy AI Agent and Freshdesk
Why it matters for customer service leaders: Autonomous email support can turn the most labor-intensive channel into the most efficient. First-response times shrink from hours to minutes, routine issues are resolved without agent involvement, and teams can focus on complex, high-value customer interactions that drive loyalty. During peak times (like sales events or outages), it can handle repetitive queries, reducing response times and easing agent workload without sacrificing quality.
Freddy AI Agent for Email, natively built into Freshdesk, allows teams to spend less time in inboxes, while customers get faster, better answers.
Amplifying human agents with intelligent assistance
Even as AI becomes more ubiquitous, human agents remain essential for complex issues, making people-first AI essential for organizations interacting with customers.
Since its launch in 2023, Freddy AI Copilot has become a trusted assistant for customer service teams worldwide by making everyday support tasks smoother and more efficient by writing helpful replies, connecting related issues, and automatically generating helpful documentation. The newest Copilot capabilities enhance reasoning and context awareness to tackle common pain points in customer service.
Freddy AI Copilot for CX: Reply Suggester
What it is: A new capability within Freddy AI Copilot that helps agents move faster by drafting replies based on incoming tickets. It works by analyzing the issue, searching for the most relevant solution articles, and suggesting a response that’s ready to send or customize.
Freddy AI Copilot for CX: Reply Suggester key features:
Context-aware drafting: Analyzes each new ticket to understand the issue and generate a tailored response that agents can review, edit, and send.
Sourcing the right knowledge: Searches and pulls from the most appropriate solution articles. No need for agents to dig through documentation.
Agent-ready responses: Provides reply suggestions that maintain tone, accuracy, and consistency across conversations, helping agents work faster and more effectively.
Support for ramping new agents: Reduces the learning curve for new hires by guiding them with pre-drafted responses based on best practices and past resolutions.
Availability: End of June
Additional resources:
Learn more: Freddy AI Copilot in customer service
Why it matters for CX leaders: Reply Suggester helps agents respond faster and more accurately, especially in high-volume environments or teams with high turnover. By reducing the time spent searching for answers and drafting replies, it increases overall team efficiency, shortens ramp-up time for new hires, and ensures a more consistent customer experience across every interaction.
How have customers seen positive results from generative AI?
Freddy AI has helped more than 5,000 organizations streamline service operations and deliver measurable results since its initial release in 2023, with instances of up to 70% ticket deflection from AI agents and up to 50% productivity gains from Freddy AI Copilot.
Customers like Hobbycraft are seeing transformational results: Freddy AI agents handle 30% of their customer queries, freeing up their service team to focus on more complex issues and ultimately improving customer satisfaction by 25%. While AI takes care of routine requests—such as order status checks, return processing, and account updates—instantly, support teams can lean into higher-level priorities, like relationship-building and complex problem-solving.
How can I get up and running fast with agentic AI?
The new Freddy AI features are designed to be user-friendly for all levels of AI familiarity. Whether you are a small business new to AI or a large enterprise deploying it at scale, your team will find our tools easy to use and ready to deliver value from the start—no developers required.
With the new Freddy AI Agent Studio, anyone on your support team can now build and launch custom AI agents that meet your business needs using a no-code interface. Users can take advantage of our Skills Library of pre-built templates to quickly enable agent actions through commonly used applications like Shopify or Stripe, or can opt to fully design and customize agent behavior through our Skills Builder.
Similarly, we have rolled out additional learning resources to make implementation easier than ever for customers.
Freshworks University courses: Freshworks’ AI Agent learning hub with tutorials, use cases, and live help.
AI professional services: A dedicated Freshworks team offering tailored AI strategy, product rollout, and optimization support for larger enterprises facing more complexity.
The Freddy Agentic AI Platform represents a shift in what’s possible with AI in customer service. Beyond chatbots or automating replies, it’s about giving teams the ability to solve the service dilemma, with complete context and control.
Learn more about the Freshworks 2025 launch here.
