Freshworks Advances its Agentic AI Platform To Uncomplicate Service Software For Companies Big and Small

Core Insights - Freshworks has launched the next generation of its Freddy Agentic AI Platform, which not only answers service questions but also resolves them by taking actions across various business applications [1][4][9] - The introduction of the Freddy AI Agent Studio allows businesses to create and deploy autonomous AI agents without coding, enhancing customer support scalability [2][5][11] Product Features - The Freddy AI Agent Studio simplifies the process for customer service teams to build, test, and launch AI agents quickly, enabling them to autonomously handle tasks like issuing refunds and checking order statuses [5][7] - New capabilities include the Freddy AI Agent for email, which automates email support by analyzing incoming messages and drafting contextual replies [6][12] - The platform features a Skills Library and Skills Builder, allowing for the creation of custom skills for AI agents to resolve service requests efficiently [7][8] Performance Metrics - Since its initial release in 2023, Freddy AI has helped over 5,000 organizations achieve significant operational improvements, including up to 70% ticket deflection and 50% productivity gains [10][14] - Companies like Hobbycraft and Five9 have reported substantial improvements in customer satisfaction and operational efficiency through the use of Freddy AI [14] Market Impact - The shift towards agentic AI represents a significant evolution in support operations, particularly benefiting mid-market organizations that lack technical resources [11][15] - Freshworks aims to democratize AI deployment, making advanced capabilities accessible to a broader range of businesses [11][15]