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Freshworks Is Quietly Changing How AI Handles Support

Freshworks

Freshworks has announced a major expansion to its Freddy Agentic AI platform. It will now be able to get work done instead of just answering questions. The update was announced at the Refresh event of the company. 

According to the company, Freddy AI is now capable of taking autonomous actions like processing refunds, booking shipments, or updating records directly within existing business apps. This makes it clear that Freshworks is also joining the Agentic AI bandwagon. 

However, the key highlight from the announcement was the Freddy AI Agent Studio, which is a no-code tool that allows teams to create and deploy AI agents without technical experience. These agents can resolve repetitive customer service tasks across tools like Shopify and Stripe using built-in skills or custom ones via a visual builder. Along with that, the company has announced a bunch of new updates for Freddy AI. Here’s everything you need to know about it: 

  • Autonomous Email Support: Freddy AI Agent for email now scans inboxes, drafts replies, and auto-closes tickets after resolution. 
  • Smarter Employee Support: Freddy AI for unified search taps into tools like SharePoint, Slack, and Teams to find accurate internal documentation and answer employee queries. It is now available in over 40 languages.
  • Root Cause Detection: Freddy AI Insights brings visual root cause analysis to Freshservice, helping IT teams act on trends and anomalies without the need for data queries. 

Other Key Improvements

Freddy AI Copilot now offers smarter reply suggestions and surface-related system changes to help resolve IT issues faster. According to Freshworks CEO Dennis Woodside, the goal is to reduce repetitive tasks and allow service teams to focus on more complex challenges.

We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real challenges in real time. Freddy’s multi-model 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.

Srini Raghavan, Chief Product Officer at Freshworks

If we go by the shared press releases, Freddy AI is already helping 5,000+ organizations. Hobbycraft resolved 30% of customer queries automatically, boosting satisfaction by 25%. iPostal1 reported a 54% query resolution rate via Freddy AI, enabling it to scale across more than 3,500 locations. Five9 cut 200 hours per month from IT support using Freddy’s suite.

Furthermore, to support wider adoption, the company has launched onboarding resources, including in-product help, an AI learning hub, training for partners, and professional services for larger enterprises.

The shift toward agentic AI that can autonomously resolve service requests rather than just route them represents a critical evolution in support operations. The democratization of agent deployment through simplified, no-code platforms is particularly significant for mid-market organizations that lack the technical resources to build complex AI systems from scratch. This accessibility shift allows companies in that mid-market sweet spot to achieve autonomous resolution capabilities and operational efficiency gains that were previously reserved for large enterprises with dedicated AI teams.

Liz Miller, Vice President and Principal Analyst at Constellation Research

With these updates, Freshworks is pushing Freddy from a support sidekick to a full-fledged task resolver, turning AI into a hands-on worker for service and IT teams.