Product Launch | 6/11/2025
Freshworks Unveils Autonomous AI Agents to Enhance Service Efficiency
Freshworks has upgraded its Freddy AI platform to include autonomous AI agents capable of handling service requests independently. The new Freddy AI Agent Studio allows businesses to deploy these agents quickly without coding, improving customer and employee experiences by automating tasks and workflows.
Freshworks Introduces Advanced AI Agents
Freshworks has announced a significant upgrade to its Freddy AI platform, focusing on the deployment of autonomous AI agents designed to manage customer and employee service requests. This development is part of the company's strategic initiative to enhance automation capabilities beyond simple query responses, enabling AI to perform tasks and complete workflows.
Key Features of the Upgrade
The core of this enhancement is the concept of "agentic AI," where AI systems can autonomously take actions across various business applications. Freshworks claims that these AI agents can be set up in minutes without the need for coding or external consultants. The agents are designed to learn from company documents and knowledge bases, allowing them to autonomously resolve a significant portion of service requests.
- Freddy AI Agent Studio: A no-code visual environment that enables service teams to design, build, and launch AI agents. It includes a Skills Library with templates for common applications and a Skills Builder for custom skills.
- Platform-Agnostic: The AI agents leverage the latest in generative Large Language Models (LLMs) and can operate across different platforms.
Impact on Businesses
For customer support, Freddy AI agents offer 24/7 support across multiple channels and languages, improving customer satisfaction and reducing response times. Companies like Bchex and Porsche eBike have reported increased productivity and efficiency. For employee experience, these agents integrate with tools like Microsoft Teams and Slack to streamline IT and HR support.
Industry Implications
This move aligns with a broader trend in AI towards more autonomous systems. Freshworks aims to make advanced AI accessible without lengthy implementation cycles, positioning itself competitively in the market. The company is also investing in resources to support AI adoption, including training programs and professional services.
Conclusion
Freshworks' enhancement of its Freddy AI platform with autonomous agents represents a significant advancement in AI-powered service solutions. By enabling rapid deployment of AI agents capable of resolving issues and performing tasks, Freshworks aims to simplify service software and deliver immediate value to businesses.