Enterprise grade without the complexity

When Gartner retired the ITSM magic quadrant in 2023, there was much discussion about what this meant for the industry's future. Since the traditional ITSM market had matured and GenAI had taken over mindshare, it wasn’t surprising that Gartner retired that report. 

So when Gartner released the Magic Quadrant for AI Applications in ITSM late last year, it made sense—and lined up perfectly with our own product development strategy. We’re delighted that Gartner noticed and named Freshworks among just 10 vendors selected for this quadrant. Since then, Gartner published the Innovation Guide for Generative AI Technologies where Freshworks is recognized as an Emerging Leader in the AI Knowledge Management Apps/General Productivity Emerging Market Quadrant. 

We believe AI and automation are redefining long-term business efficiency, and CIOs are in the driver's seat. Here's how we're delivering uncomplicated customer and employee service software that helps organizations deliver exceptional experiences: With our Freddy AI suite of solutions that are easy to implement, easy to use, and easy to adapt, we’re putting people-first AI in the hands of the IT team:

• Freddy AI Agent for Employees: Empower your workforce with always-on, trustworthy conversational assistance. Freddy AI Agent provides autonomous, personalized support directly within tools like Slack and Microsoft Teams. 

• Freddy AI Copilot for Service Staff: Maximize service efficiency by automating routine tasks and providing intelligent assistance. Free up your agents to focus on high-value work and strategic initiatives.

• Freddy AI Insights for Business Leaders: Make informed, proactive decisions with actionable insights and AI-assisted monitoring. Freddy AI Insights delivers key insights in a timely manner, enabling you to improve your business agility by driving faster, accurate decisions. 

With Freddy AI, Freshservice customers are experiencing significant productivity improvements, including a 53% reduction in tickets and a 26% decrease in resolution time. It’s what we’re known for: increased value, decreased friction, increased user satisfaction.

The recognition from Gartner for our leadership in AI applies to IT, providing leading technology behind virtual support agents, knowledge discovery, ticketing triage, categorization and escalation, and incident and problem detection. This is how we lead the category, with analysts specifically naming our product roadmap, no surprises in price and time, and flexible licensing:

Comprehensive product roadmap: Freshworks maintains a well-rounded, 24-month product roadmap with enhancements across end-user support, agent enablement and practice manager insights.

This is a testament to our commitment to maintaining a high velocity of research and development and sharing that transparently with our customers and the market. Our “people-first AI” vision places employees in partnership—not competition—with AI to enhance their productivity, performance, and decision-making. AI should be built as a collaborative tool that augments human capabilities rather than replaces them, creating a winning combination that delivers a competitive advantage. 

With Freshworks, there are no hidden costs, or fancy experts to hire, just reliable products, upfront. In 2024, we added many key capabilities and upgrades, including the launch of our Freddy AI Agent and Freddy AI Copilot features. To get more details on what’s ahead on our product roadmap, watch the talk from Venkat Balasubramanian, Freshworks senior vice president of product management, at our recent AI Summit. 

Low management overhead: The simplicity of the product offers customers the opportunity to reduce administrative efforts to achieve results with the features that are currently provided.

Freshworks is committed to providing uncomplicated solutions that deliver rapid impact. The Gartner analyst team recognized this in their report, just as our customers have said for years how easy we are to use, how quick our rollouts are, and how we extend efficiencies beyond the IT department. In fact, our Freshservice customer, OfS, adopted Freshservice AI Agent with a technical rollout of about 10 minutes. The ease of implementation and use has been a key factor in our success, with 68% of surveyed customers (from a pool of 392) choosing Freddy AI Agent specifically for this reason.

Flexible licensing: Freddy Copilot can be purchased for a subset of the ITSM platform agents, which can help Freshworks customers manage their spend.

We understand that AI is new and many organizations are taking a slow approach to AI adoption, which is reflected in our pricing as well. Our pricing is publicly available; we don’t force anyone to share their email or sign up for a trial to estimate their costs. We also don’t force customers to buy all features (like AI) for all their agents: Customers can grow their footprint with us depending on their maturity with AI. We also don’t charge for upgrades, expensive maintenance fees, or hidden add-ons. This approach ensures rapid impact and no surprises, giving customers confidence in their AI investment.

“Before Freddy AI, the first response by the frontline support team was two to four hours,” says a manager at a large diversified financial services company. “With the implementation of Freddy AI, instant response reduced the first response by 80–90%, and the first response was sent within approximately 30 seconds. With Freddy AI, ticket resolution is also getting faster. For travel desk general queries, support takes two to four hours to resolve them. Agent workload is also reduced by auto-assigning the tickets to the available agents.”

After implementing Freshservice, Porsche eBike Performance experimented with AI agents and chatbots, and quickly saw productivity and other improvements. Freshservice's generative AI-powered AI agent—in conjunction with the Microsoft Teams Servicebot—provides employees with 24/7 support and shortens resolution times within Teams. Porsche eBike Performance also added Freshworks' latest Freddy AI capabilities, including the “always-o”" collaborator, and GenAI Freddy AI Copilot assistant, to further improve agent productivity. Using the Solution Article Generator, the IT team can auto-generate solution articles from public sources and existing tickets to deflect common issues.

Freddy AI is helping Five9 improve productivity. “Because of the Freddy AI virtual bot, we could deflect 65% of the tickets,” says Shalindra Singh, director of Enterprise Applications at Five9. “Copilot is helping us be consistent and accurate with the resolution description. It saves 200 hours per month. Insight/analytics is helping to find the gaps and fix them so that Freddy can further improve.”

Choosing an AI-powered ITSM solution

With Freshworks, you get powerful and usable AI on a single platform: advanced ticketing, built-in automations, deep CMDB capability, drag-and-drop workflows, and everything else you need for service management—and not just for your IT team, but across the enterprise.  As Gartner analysts noted, cost and complexity will be a barrier for many customers. So Freshworks will actually be the more effective AI + ITSM solution for many clients, providing greater ROI and faster time to value. 

A Brazilian dairy producer, Piracanjuba, saw an opportunity to reduce its expensive reliance on ServiceNow by turning to Freshworks for ITSM and ESM. Migration took less than four months, and adoption quickly reached 90%. 

“We had high expectations when we brought Freshworks on board, and we’re on track to meet or surpass all of them,” says Wanessa Borba, IT governance coordinator. “Piracanjuba has an incredibly demanding operation, and only Freshworks is able to keep up.”

For more on how AI from Freshworks can accelerate customer and employee experience, please see this page, or download the on-demand talks from the November Freshworks AI Summit.