Core Insights - Freshworks Inc. has introduced new capabilities in its Freshservice platform aimed at simplifying enterprise service delivery, modernizing IT, and enhancing employee trust [1][4] Group 1: Product Enhancements - The launch includes enhancements to Freshservice and Freddy AI, improving employee experience (EX) and service delivery through effortless self-service and real-time device health insights [2] - AI-powered Intelligent Routing in Freshservice ensures tickets are directed to the appropriate team instantly, enhancing resolution speed and employee experience [2] - Freddy AI Insights now provides IT leaders with conversational insights to visualize complex service patterns and quickly identify root causes [2][7] Group 2: Addressing Complexity in IT - Freshworks' Cost of Complexity Report indicates that nearly 20% of IT leaders have faced burnout or attrition due to complex software, with 29% of employees reporting productivity loss from bloated tools [3] - The report identifies business software as the primary driver of organizational complexity [3] Group 3: Proactive Issue Resolution - DEX integrations with Riverbed Aternity and ControlUp allow for the detection and resolution of endpoint issues before employees notice them, providing immediate visibility into system health [5] - AI-powered Intelligent Routing helps assign tickets based on team availability, skill, and workload, improving issue resolution efficiency [5] Group 4: Enhanced Employee Support - Enhanced Freddy AI Agents can now search Google Drive and process images within tickets, integrating seamlessly with popular applications like Microsoft 365 Copilot [6] - Freshservice's multilingual knowledge base allows users to access helpful articles in their preferred language, improving self-service capabilities [6] Group 5: Performance Recognition - Freshservice has been recognized as a Strong Performer in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025, receiving high scores in various criteria [8] - Customers have praised Freshworks for its ease of use, intuitive design, and robust API capabilities, contributing to improved incident management and resolution times [8]

Core Insights - Freshworks Inc. has introduced new capabilities in Freshdesk aimed at enhancing customer experience (CX) by reducing response times, improving resolution rates, and providing clearer insights into operational issues [1][2] Product Innovations - The update includes three main features: Freshdesk Command Center for centralized multi-channel customer interactions, Vertical AI Agents with prebuilt workflows for various industries, and Freddy AI Insights for real-time operational visibility [2][4] - Freshdesk Command Center integrates multiple communication channels and AI capabilities into a single workspace, streamlining customer service operations and reducing manual data retrieval [5][6] - Freddy AI Insights offers leaders real-time visibility into performance trends and anomalies, enabling proactive management of support operations [8] Industry Challenges - A report by Freshworks highlights common challenges faced by customer service agents, including uncustomizable workflows (42%) and excessive tools (36%), which hinder productivity [3] - The need for organizations to quickly design and deploy AI agents is emphasized, as current processes are often time-consuming and inefficient [10] Customer Success Stories - Companies like Gail's Bakery and Upayments have reported significant improvements in efficiency and customer service quality through the use of Freshworks' AI capabilities, with some achieving up to 80% resolution of service issues by AI agents [9][13]