Freshworks introduces Freddy AI Agent, a GenAI-powered service agent designed to improve customer support and internal operations.
Freshworks has launched the Freddy AI Agent, a new GenAI tool that automates customer service and IT support. The AI agent can autonomously resolve 40-45% of service requests across various industries, significantly boosting efficiency for businesses. Unlike traditional solutions, Freddy requires no coding or consultants and can be deployed within minutes, streamlining both customer experience (CX) and employee experience (EX).
One key challenge addressed by Freddy AI Agent is the complexity of deploying AI service solutions. Typically, AI systems require weeks of setup, but Freddy bypasses this by autonomously learning from a company’s existing data, such as FAQs or websites. This results in a faster time-to-value, allowing businesses to immediately benefit from AI-driven automation. Freddy provides 24/7, human-like conversational support across multiple platforms, including Microsoft Teams and Slack, enhancing productivity and reducing ticket backlogs.
A major benefit of the AI Agent is its ability to personalize customer and employee interactions. By leveraging GenAI, Freddy offers hyper-personalized responses across channels, improving both response times and customer satisfaction. For internal teams, the AI agent automates routine IT tasks, such as application access and hardware requests, freeing up time for employees to focus on more meaningful work. This AI-driven automation not only improves efficiency but also helps reduce burnout among IT and support staff.
Freddy AI Agent is part of Freshworks’ broader AI suite, which includes Freddy AI Copilot and Freddy AI Insights. By utilizing the latest generative AI models, Freddy is designed to empower businesses with scalable, secure, and efficient AI tools to transform both customer service and employee support systems.