FRSH Boosts Customer & Employee Service With Freddy Agentic AI Platform

Core Insights - Freshworks (FRSH) launched the Freddy Agentic AI Platform, which autonomously performs high-value tasks beyond chat-based assistance, such as processing claims and booking shipments [1][10] - The platform is designed to transform support functions across various sectors, enabling intelligent, action-driven systems that save time and reduce errors [2][10] Group 1: Freddy AI Platform Features - The Freddy AI Agent Studio is a no-code platform that allows support teams to create AI agents without technical expertise, helping to reduce ticket backlogs and maintain high-quality customer experiences [3][10] - Key components include a Skills Library with pre-built action templates for platforms like Shopify and Stripe, and a Skills Builder for designing custom skills [4] - Freddy AI enhances email support by reading and interpreting incoming emails, generating contextual replies, and automatically closing tickets, significantly reducing first-response times [5] Group 2: Employee Experience and Insights - Freddy AI improves employee experience with a unified search agent that integrates with tools like Slack and Microsoft Teams, supporting over 40 languages and ensuring enterprise-grade security [6] - For IT and service desk teams, Freddy AI Insights replaces manual analysis with intelligent monitoring, offering features like Root Cause Analysis maps and anomaly detection [7] Group 3: Customer Feedback and Adoption - Since its launch, Freddy AI has assisted over 5,000 organizations, with notable success stories including Hobbycraft, which automated 30% of customer queries and improved customer satisfaction by 25% [9][11] - Freshworks is facilitating quick onboarding of Freddy through resources like Freshworks University and AI Academy for Partners, providing tutorials and real-world use cases [12][13]