Freshworks brings new AI agent for businesses to speed up service requests

Chennai-based IT services firm Freshworks on Wednesday, announced the launch of a new solution in India, Freddy AI Agent, that the company said can be deployed in minutes and can help businesses in customer support and IT autonomously resolve an average of 40-45% of service requests, respectively. The new solution aims to enhance customer experiences (CX) and employee experiences (EX).

"Over the past six years, we have seen a growing demand for our easy-to-use, AI-powered service solutions, which simplify the work of customer service and IT service managers," said Dennis Woodside, CEO and President of Freshworks. He calls the new solution “a game-changer for organizations aiming to enhance both customer and employee service quickly”.
“Unlike most other software, which requires several weeks and added implementation fees to set up an artificial intelligence (AI) agent, we have designed Freddy to be deployed in minutes, without the need for code or consultants,” he said.
Currently, in the beta stage, mid-sized global companies like Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank are already experiencing the transformative power of Freshworks’ Freddy AI Agent integrated with Freshdesk and Freshservice, the company said in a statement.
Ramesh Parthasarathy, SVP of Engineering, Chief Architect, Customer Experience at Freshworks, told TechCircle, "CIOs looking to improve their CX/EX or improve it within their enterprise can use the existing information available in their knowledge centre and FAQs and integrate it with Freddy AI Agent which can then be deployed in under 30 minutes. We believe that Freddy AI Agent will be the industry's easiest-to-use agent with beta users seeing time-to-value gains and CSAT score improvements."

“Freshworks' Freddy AI Agent is a game-changer for businesses seeking to harness the power of AI without the complexity. We've designed Freddy to be incredibly user-friendly, deployable in under 30 minutes, and capable of delivering significant value from day one. Our focus on affordability and ease of use sets us apart from competitors, making it accessible to businesses of all sizes.

We’ve been focused on getting feedback from customers who are using the product in private beta to make improvements before we announce that the product is generally available for all of our customers to use. We've got a public beta and early adopters for EX and CX are currently seeing benefits which makes us extremely excited to announce its availability to all businesses.”

AI agents have significant potential to enhance the employee experience by reducing repetitive tasks for IT teams, fostering engagement, and allowing employees to focus on meaningful work, noted by Snow Tempest from research firm International Data Corp (IDC). This can help mitigate burnout and promote collaboration across functions.

The Freddy AI Agent, which is platform-agnostic and utilises advanced generative language models, follows the launch of Freddy Self Service, Freddy AI Copilot, and Freddy AI Insights in June 2023. Murali Swaminathan, CTO at Freshworks, highlighted that the benefits of agentic AI are just beginning to emerge, with specialised agents managing daily requests and boosting productivity. Freshworks is dedicated to exploring effective human-AI collaboration.

Earlier this month, market research firm Gartner projects that by 2028, 33% of enterprise software will feature agentic AI, enabling 15% of routine work decisions to be made autonomously.