Freshworks AI Agent Resolves 45% of Support and 40% of IT Requests in Minutes

Freshworks Inc., a people-first AI service software company, has unveiled the Freddy AI Agent, an innovative, easy-to-deploy autonomous service agent designed to elevate both customer experiences (CX) and employee experiences (EX). With a deployment time measured in minutes—without the need for coding or consultants—Freddy AI Agent has already proven effective, autonomously resolving over 40% of service requests from beta users in customer support and IT.

Dennis Woodside, CEO and President of Freshworks, stated, “Over the last six years, we’ve seen a rise in demand for our uncomplicated, AI-powered service solutions that streamline the work of customer service and IT managers. Freddy AI Agent is a game-changer for organizations looking to accelerate their service capabilities rapidly. Unlike traditional software that requires weeks and significant implementation costs, Freddy can be deployed in minutes.”

Key Features of Freddy AI Agent

The Freddy AI Agent offers significant productivity and efficiency gains, enabling organizations to focus on higher-value work. Key features include:

– Rapid Deployment: Organizations can deploy Freddy without coding or model training. It learns from existing documentation by autonomously crawling websites and resources.

– Autonomous Operation: Freddy operates around the clock, providing human-like conversational assistance across multiple channels.

– Hyper-Personalization: The AI agent delivers personalized, contextualized interactions in various languages, enhancing customer engagement.

– Security and Trust: Built with strict privacy controls, Freddy AI Agent meets enterprise-grade security and compliance standards.

Enhancing Customer Experience with Freddy AI Agent

In the realm of CX, Freddy AI Agent empowers customer support teams to efficiently address inquiries related to order updates, return policies, and basic troubleshooting. By providing 24/7 conversational support, the agent contributes to improved customer satisfaction (CSAT) scores and reduced response times.

Improving Employee Experience with Freddy AI Agent

For EX, IT teams can leverage Freddy AI Agent to deliver tailored, near-real-time support that addresses individual employee needs. By operating within tools like Microsoft Teams and Slack, Freddy assists employees with issues related to application access, hardware replacements, medical benefits, and leave policies. This results in streamlined IT operations, enhanced productivity, and an overall better employee experience.

Murali Swaminathan, Chief Technology Officer of Freshworks, commented, “We’re just beginning to witness the positive impact of agentic AI in the workplace. From acting as advisors to becoming active problem-solvers, a network of specialized agents can effectively manage a growing percentage of daily requests, allowing employees to perform their roles more efficiently. Our approach blends the strengths of both people and AI, fostering a collaborative environment.”

Freddy AI Agent is platform-agnostic and incorporates the latest advancements in generative large language models (LLMs). This launch follows the earlier introduction of Freddy Self Service, Freddy Copilot, and Freddy Insights in June 2023