Freshworks launches Freddy AI Agent for streamlined support

Freshworks has announced the launch of Freddy AI Agent, a service designed for quick deployment to enhance customer and employee experiences.

The Freddy AI Agent, according to Freshworks, is able to resolve 45% of customer support requests and 40% of IT service requests autonomously. These statistics were based on private beta usage of the system.

This development aligns with predictions from Gartner, which anticipates that by 2028, 33% of enterprise software applications will include agentic AI functionalities enabling autonomous decision-making for 15% of work-related tasks. According to Freshworks' Global AI Workplace Report, managers in customer service and IT support have observed significant value added from AI applications.

Dennis Woodside, Chief Executive Officer and President at Freshworks, commented, "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 organizations 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."

Mid-sized enterprises such as Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank have reportedly experienced notable productivity and efficiency improvements using the Freddy AI Agent integrated with Freshdesk and Freshservice.

The Freddy AI Agent does not require coding for its deployment. It learns autonomously by scanning pre-existing documents and websites. This capability supports around-the-clock assistance, offering hyper-personalised and secure interactions across multiple channels and languages.

Freddy AI Agent also promises enhanced customer experiences by potentially increasing CSAT scores and reducing response times through its ability to autonomously answer common queries like order updates and return policies, while also undertaking basic troubleshooting.

Amanda Pope, Customer Success Product Manager at Bchex, described their experience, saying, "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."

For employee experiences, the Freddy AI Agent supports IT teams by facilitating personalised, near-real-time aid, easing the workload from routine queries. It supports platforms such as Microsoft Teams and Slack, ensuring users can autonomously solve issues concerning application access, hardware queries, and more, significantly improving operational efficiency.

Alexander Wünsch, Chief Financial Officer at Porsche eBike Performance, noted, "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."

Snow Tempest, Research Manager at IDC, observed the potential of AI agents in enhancing employee engagement, stating, "We're seeing promise for how AI agents can enhance the employee experience. Providing these AI-powered tools can reduce the burden of rote work on IT teams while maintaining engagement with internal employees, empowering them to focus on meaningful work, reduce burnout, and foster collaboration."

Murali Swaminathan, Chief Technology Officer at Freshworks, commented on the broader implications of AI at work: "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."

The Freddy AI Agent is built to work across various platforms and employs recent advancements in generative language models. Its introduction follows Freshworks' June 2023 launch of Freddy Self Service, Freddy Copilot, and Freddy Insights, which have now evolved into Freddy AI Agent, Freddy AI Copilot, and Freddy AI Insights, respectively.