Freddy AI Agent: A powerful new catalyst for superior CX and EX

For almost any business today, long-term growth depends on two critical differentiators: exceptional customer and employee experiences. Companies that excel at great CX and EX will more than double their revenue growth compared with companies that don’t, according to research by Qualtrics and other studies in recent years.

Pulling that off today, at scale, requires a critical boost from AI—in particular, the capabilities of next-generation AI agents that provide always-on, trustworthy, human-like conversations in both CX and EX operations, significantly improving the experience for customers and employees.  

That is one reason why I am excited to announce Freshworks’ launch of Freddy AI Agent—the industry’s easy-to-deploy and -use autonomous service agent. Designed to deliver superior customer and employee experiences, Freddy AI Agent can be deployed in minutes and has helped users in customer support and IT autonomously resolve an average of 45% and 40%¹ of service requests, respectively. 

It’s no surprise, then, that AI agents—broadly referred to as agentic AI—are expected to expand rapidly across business functions and industries. According to Gartner®, “By 2028, 33% of enterprise software applications will include agentic AI, up from less than 1% in 2024, enabling 15% of day-to-day work decisions to be made autonomously.”

At Freshworks, mid-sized customers such as Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank are already experiencing the transformative power of Freddy AI Agent integrated with Freshdesk and Freshservice. Significant productivity and efficiency gains are helping unlock higher-value work, showcasing how AI is moving from an experimental platform to a driver of business outcomes across industries.

Freddy AI Agent makes that possible with these critical capabilities for both EX and CX:

• Rapid time to value. Organizations can quickly deploy Freddy AI Agent without needing to code or train models. Instead, Freddy learns from existing documents and websites. Simply point Freddy to websites and other resources to learn on its own.

• Autonomous and always-on. Freddy AI Agent is fully autonomous and supports businesses on their mission to provide round-the-clock, radically helpful, human-like conversational assistance across multiple channels.

• Hyper-personalized service. Freddy AI Agent personalizes and contextualizes conversations in multiple languages on any channel.

• Trusted and secure AI. Freddy AI Agent offers trustworthy, secure, enterprise-grade AI built on a bedrock of strict privacy controls to meet security and compliance standards. 

How does Freddy AI Agent deliver great outcomes for customers and employees? Unlike the previous generation of AI-powered bots, which needed complex decision trees to set up, our customers can set up Freddy AI Agent in minutes by simply pointing it to their internal knowledge base, public URLs, support FAQs, or policy documents.

These AI agents engage in thoughtful, personalized, human-like conversations with memory and advanced reasoning that allows them to clarify queries, ask follow-up questions, retain context, and have multi-turn conversations. For complex queries, AI agents can intelligently triage and pass on to a human agent or raise an IT helpdesk ticket.

Here’s a rundown of how Freddy AI Agent operates for CX and EX: 

Simplifying the customer experience 

With Freddy AI Agent for CX, businesses can deliver exceptional experiences by responding to customer queries and resolving issues with a conversational, 24/7 experience. This speeds up service for customers, eases workloads for customer support teams, and drives business results such as improved customer experience, higher CSAT scores, and reduced response times. Employee satisfaction rises, too, when agent productivity improves with the automation of routine tasks. 

Bchex, a U.S.-based background investigation company, had a seamless experience configuring Freddy AI Agent with Freshdesk. “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 agent ready in 20 minutes,” said Amanda Pope, customer success product manager at Bchex. “Our AI agent takes the load off our customer support team, and they’re much happier now with the time and resources to address tougher issues with the care they deserve.”

Enabling a more productive workforce 

Using Freddy AI Agent for EX, IT teams can deliver personalized, near-instant support that meets employees’ needs, freeing up time for users in IT, HR, and other internal service teams to focus on more fulfilling work. Freddy AI Agent operates 24/7 on tools like Microsoft Teams and Slack to assist employees without any wait time. The result is more efficient IT operations, more productive teams, and improved employee experience.

Best of both worlds: AI agents and copilots

Freddy AI Agent was built leveraging research from Freddy Labs, Freshworks’ AI research group, with a mission to accelerate AI adoption.

“We’re only just beginning to see the positive impact of agentic AI on the workplace,” says Murali Swaminathan, chief technology officer at Freshworks. “From advisor to active problem-solver, an orchestrated symphony of specialized 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.”

While Freddy AI Agent operates autonomously for both CX and EX to improve experiences, copilots and other AI-powered tools give human agents what they need to manage their own caseloads. Using Freddy AI Copilot, for example, IT teams can resolve issues 34% faster. Now Freddy can also generate comprehensive incident reports and translate inquiries and responses instantly, allowing agents to help employees in nearly 25 languages. Customer support teams can use Freddy AI Copilot to realize major spikes in productivity, including 56% faster handoffs and 38% faster resolutions. Freddy can even summarize past conversations on similar topics, so agents can access solutions fast.

With Freddy AI Agent, we’re one step closer to a future where customer and employee interactions are not just efficient but truly engaging, convenient, and ultra-personalized—24/7. Stay tuned for more updates as we continue to enhance our offerings and redefine CX and EX with Freshworks Freddy AI Agent.

Together, we can shape a better tomorrow for both customers and employees.

¹ Resolution time is based on Freddy AI Agent private beta usage.