Freshworks has launched a set of new AI-enabled features targeting customer service and IT management, aimed at reducing fragmentation, complexity, and manual processes for enterprise users across the UK and globally.
AI in customer service
The latest updates to the Freshdesk platform centre on supporting customer experience (CX) teams. Three main features have been introduced: the Freshdesk Command Centre, Vertical AI Agents, and Freddy AI Insights.
The Freshdesk Command Centre acts as a hub for multi-channel customer conversations, pulling together customer communications from email, chat, WhatsApp, and social media into a single view. The platform can access purchase history, shipping updates, payment information, and product data within each customer conversation, cutting down on the need for agents to move between different applications or tabs.
Freddy AI Copilot, embedded in the Command Centre, assists agents by summarising email threads, generating suggested responses, and recommending actions, all without leaving the workspace. This includes the ability to initiate processes such as refunds or order replacements with a single click and to log activities automatically.
Vertical AI Agents
The introduction of Vertical AI Agents through Freddy AI Agent Studio brings prebuilt workflows tailored to sectors such as eCommerce, fintech, logistics, and travel. These agents are designed to resolve a significant proportion of industry-specific queries-sometimes up to 80%-instantly by integrating with business systems like Shopify, FedEx, and Stripe. According to Freshworks, early adopters of these workflows have reported an average deflection rate of 65% for service issues handled by AI agents.
"Freddy AI Agent now handles around a thousand inquiries for us every month, which is game-changing for a two-person team and gives us breathing room to focus where it really matters. We value real connection, and this approach means the agentic workflow handles the everyday questions, ensuring our staff can prioritize the nuanced interactions that elevate the customer experience," said Julia Ramil, Customer Experience Manager, Gail's Bakery.
Abdulrahman Al-Thekair, Customer Experience Director at Upayments, said, "Freddy AI Agent automatically routes every query to the right team, cutting a full manual step and saving us real time every day. Every week, we discover new ways to leverage agentic workflows. It's not just an automation feature anymore - it's become an essential part of how we scale support."
AI-driven CX analytics
Freddy AI Insights provides service leaders with real-time analytics and anomaly detection. The tool alerts teams to issues such as spikes in support volumes, breaches of service level agreements, or bottlenecks within agent groups. Insights are delivered with root cause analysis and visual guidance, supporting leaders in understanding and addressing potential challenges proactively.
Michelle Morgan, Research Manager at IDC, said, "Every customer service leader wants to leverage AI to automate interactions, and expectations are at an all-time high. The challenge is that organizations spend too much time designing and deploying AI agents. They need faster, easier ways to launch agents that not only answer questions but take action-helping teams save time and focus on high-impact work."
Enhancements to IT management
Freshworks has also expanded its AI offerings within Freshservice, its IT management platform. The updates are intended to counter fragmented enterprise tools by automating support and integrating with digital employee experience platforms, including Riverbed Aternity and ControlUp. Real-time device and application telemetry data can now be surfaced in IT tickets to enable earlier problem detection and faster remediation without user intervention.
Intelligent Routing powered by AI assigns tickets based on team availability, skill set, and workload, aiming to accelerate issue resolution and improve the employee experience. Enhanced Freddy AI Agents can now search platforms such as Google Drive and process images in support tickets. They also integrate with apps like Microsoft 365 Copilot, offering help within employees' existing workflows.
Conversational analytics
Freddy AI Insights for IT departments enables 'conversational insights', allowing managers to ask plain language questions and receive dynamically generated charts and explanations. This functionality is designed to help IT leaders visualise service patterns and identify potential growth opportunities. According to Freshworks, Fox Communities Credit Union used Freddy AI Insights' Ticket Suggester feature to reach a 96% first-contact resolution rate.
Freshservice has received positive feedback in industry reviews, citing strengths in workflow management, asset management, and API-related capabilities. Forrester researchers noted that, "Customers praised Freshworks for its ease of use, intuitive design, and robust API capabilities. Strengths include proactive alert management, AI-driven insights, and excellent customer service."
