Freshworks Inc. has announced the launch of Freddy AI Agent, a new breed of autonomous service agents designed to enhance both customer experiences (CX) and employee experiences (EX). The company claims that these AI agents can be deployed within minutes and can autonomously resolve between 40% and 45% of service requests in customer support and IT.

Freddy AI Agent is designed to be user-friendly, requiring no coding or consultancy for deployment. It offers capabilities such as rapid time to value, always-on support, hyper-personalised service, and secure operations. Mid-sized companies including Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank are already utilising Freshworks’ Freddy AI Agent, integrated with Freshdesk and Freshservice.

Dennis Woodside, CEO and president at Freshworks, said, “Over the last six years, we’ve seen a rise in demand for our uncomplicated, AI-powered service solutions that make the lives of customer service and IT service managers easier and more efficient. Freddy AI Agent is a game-changer for organisations looking to accelerate customer service and employee service, fast. Most other software requires multiple weeks and implementation fees to deploy an AI agent, but we’ve designed Freddy to be deployed without code or consultants in minutes.”

Amanda Pope, customer success product manager at Bchex, highlighted the speed of deployment, “The best part is how quickly it can be deployed. If you have your FAQ and data ready, you can upload it to the platform and have a new AI agent ready in 20 minutes. Our AI agent takes the load off our customer support team, and the team can now spend their time and resources to address tougher issues to give our customers the care they deserve.”

Alexander Wünsch, chief financial officer at Porsche eBike Performance, praised the AI capabilities of Freshservice, “Freshservice's AI capabilities are the backbone of our IT operations. With features like conversational support and the solution article generator, we are now able to deliver intelligent and user-centric IT support. Freshservice is simple and easy to understand, even for those without deep technical knowledge or rigorous IT training.”

Freddy AI Agent is platform-agnostic and leverages the latest advancements in generative Language Learning Models (LLMs). Freshworks is currently offering beta testing for Freddy AI Agent.

Murali Swaminathan, Chief Technology Officer at Freshworks, concluded, “We’re only just beginning to see the positive impact of agentic AI on the workplace. From advisor to active problem-solver, an orchestrated symphony of specialised agents can thoughtfully handle a large and growing percentage of daily requests and help employees do their jobs more effectively. Copilots also step in to assist the human agent, further automating tasks and workflows that run a business. Freshworks is researching and applying the best of both worlds where people and AI can work together.”