Freshworks debuts upgraded Freddy Agentic AI Platform at Refresh event

Customer service and support software firm Freshworks Inc. today debuted an expanded version of its Freddy Agentic AI Platform at its annual Refresh event, adding new capabilities that go beyond answering service queries to autonomously resolving them.

The Freddy AI Agent, launched in October, was designed to improve customer and employee experiences by autonomously resolving a significant portion of service requests. The new, updated version of the Freddy Agentic platform offers a connected, intelligent, continuously learning system of AI agents that don’t just reply to service questions, but can resolve them.

The new update also includes the introduction of the Freddy AI Agent Studio, a no-code platform that allows customer service teams to build and deploy custom AI agents without needing technical expertise.

The agents are capable of independently handling a wide range of tasks, from issuing refunds and updating payroll records to booking shipments and managing loyalty rewards. The idea is to help businesses reduce repetitive workloads, accelerate resolution times and improve overall service quality.

According to Freshworks, the new, easy-to-deploy AI agents can think, reason and act to resolve many customer queries from start to finish, giving human agents more time to handle more complex customer challenges.

“We’re on a mission to uncomplicate the most grueling and repetitive work that IT service and customer support teams face every day,” said Chief Executive Dennis Woodside. “Just like our core software, Freddy Agentic AI gets up and running fast and delivers immediate value — serving as a business accelerator, not another overcomplicated project.”

The updated Freddy Agentic AI Platform has already been tested among some of Freshworks’ customers and, according to the company, is already delivering tangible value across industries including retail, finance, software and manufacturing. Early adopters such as Hobbycraft Trading Ltd., iPostal1 Inc. and Five9 Inc. have reported measurable improvements in efficiency and satisfaction metrics, including up to 70% ticket deflection and significant time savings for support teams, Freshworks says.

To accelerate adoption, the company is also offering new training resources, professional services and in-product guidance to help customers scale up AI usage quickly and effectively.

“We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real challenges in real time,” said Chief Product Officer Srini Raghavan. “Freddy’s multimodel architecture draws on our trusted LLM partners, each selected for their strengths. This layered approach helps ensure more accurate, reliable and context-aware support that helps resource constrained teams move faster and with less friction.”

Photo: Freshworks