Freshworks Unveils Freddy Agentic AI
Freshworks Unveils Freddy Agentic AI
June 11, 2025, Freshworks unveiled the next evolution of its Freddy AI platform—now rebranded as the Freddy Agentic AI Platform—at its annual Refresh event.
Founded in 2010 in Chennai, India, Freshworks has grown into a global company headquartered in San Mateo, California, known for its business software across CRM, ITSM, and marketing with a total revenue of $596.4 million for the full year 2023.
What Was Announced?
The newly unveiled Freddy Agentic AI Platform includes several new agent-focus capabilities including the Freddy AI Agent Studio, a no-code environment that enables customer service teams to build, test, and deploy AI agents for autonomous task resolution. These agents can be trained to perform specific actions like issuing refunds, checking order statuses, and updating customer records.
The platform also features autonomous email support, which analyzes incoming messages, drafts contextual replies, and can automatically close tickets upon confirmation.
For employee service, Freddy AI Agents offer enhanced knowledge discovery by intelligently searching enterprise platforms like SharePoint, Teams, and Slack, providing support directly within these tools.
The platform also boasts upgraded Freddy AI Copilot capabilities with deeper contextual awareness and automated content generation.
Impact
The launch of Freshworks Agent AI Platform represents a trend we are beginning to see across the industry, emerge of enabling AI agents to act on service requests across various applications.
This shift from reactive AI to proactive, task-resolving AI agents has the potential to profoundly impact how businesses manage customer and employee interactions.
Bottom Line
Freshwork’s unveiling of the Freddy Agentic AI Platform marks a key trend in service automation, transitioning from inquiry-based AI to agents capable of autonomous task resolution.
This is a great opportunity for clients to evaluate how agentic AI can integrate with their existing workflows to unlock significant gains in efficiency, reduce operational costs, and elevate overall service experiences.
UPCOMING WEBINAR
The AI-Driven Imperative: From Integration to Business Transformation
In an AI-everywhere world, organizations face unprecedented pressure to fundamentally reimagine their operations, requiring deeper business transformation than traditional iPaaS can deliver. This webinar explores the emerging Transformation Platform as a Service (tPaaS) market, identifying providers who offer both the technological foundation and the strategic business expertise needed to bridge this critical gap. Join us as we redefine tPaaS in the context of pervasive AI, examine required provider capabilities, and analyze the strengths of early market contenders.
Key things discussed:
- Why has the tPaaS market become so critical?
- What are the key capabilities needed to support tPaaS?
- What is the state of the primary market players?
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