For those unfamiliar, what is Freshworks and how does it differentiate itself in the crowded AI space?
At Freshworks, we build AI-powered software that makes IT and customer support teams more efficient and effective.
Over 73,000 companies choose us over larger competitors like ServiceNow and Salesforce because we offer enterprise-grade alternatives that are incredibly easy to use, implement and scale. We are the antidote to bloated, complex service software.
In this crowded AI space, many companies are tapping into the same foundational LLMs. The difference is what you build on top of them and how fast your customers can get value.
At Freshworks, our AI isn’t just a chatbot or a bolt on. We’ve built a connected system of AI teammates (Copilot, Agent and Insights), deeply integrated into our platform, trained for practical CX and EX use cases, and designed to deliver value from day one.
Our differentiation comes down to four things:
- Uncomplicated by design, easy to implement, adopt and see results
- Rapid impact, customers get measurable ROI fast, often in weeks, not months
- Purpose-built for service, our AI is customized for customer support and IT
- Secure and responsible – with trusted partners such as Microsoft, Amazon, OpenAI, Anthropic, Meta and data companies such as Snowflake and Databricks, we build AI capabilities that are safe, trusted, reliable and grounded in context.
We don’t just drop an LLM into your system. We fine-tune it with domain expertise and build it into workflows that actually help your teams scale.
You’re announcing Freddy AI Agent Studio – what is it, and what sets it apart from other Agentic AI product suites?
We’re unveiling the next evolution of the Freddy Agentic AI Platform—designed to make it even easier to reap the work productivity benefits of Agentic AI. With no-code agents that can be created and deployed in just minutes, we’re removing the delays and complexity that hold teams back on platforms such as Salesforce and ServiceNow. At the center is Freddy AI Agent Studio, a no-code platform that lets teams build custom AI agents to automate customer service tasks.
Why this matters: Customer service teams across industries such as retail, travel, financial services, manufacturing, and SaaS can now quickly deploy AI to handle high-impact tasks such as flight rescheduling, loan authorization, and customer verification – without needing more technical resources. This speeds up support, reduces costs, and ensures scalability even in lean environments.
We’re also rolling out four more updates across the Freddy Agentic AI Platform: 1) Email AI Agents that learn and automate ticket resolution with no human intervention needed, 2) AI Insights that identify and surface up IT issues before they escalate, 3) Unified Search AI Agents that can help find answers instantly across business applications, and additional capabilities on AI Copilot that helps teams work smarter and faster.
Freddy AI Agents are already used by over 1,600 Freshdesk customers. Now they can be deployed across the business in just five minutes, while Salesforce and ServiceNow products require months or even years of costly deployments before agents can get up and running.
We’re giving every business the power to deploy their own customer support AI agents in five minutes – not five months. No code, no complexity. Just real outcomes, fast.
What are some of the new capabilities being introduced across the Freddy AI platform?
Our AI Agent Studio is a game-changer. Picture a retail support team heading into the busy holiday season. They need help managing a flood of “Where’s my order?” questions. With AI Agent Studio, they can build and launch an AI Agent that connects to their order system and handles these queries automatically – all without a single line of code. In just minutes, the AI Agent is live, taking automated actions to track orders, update customers, and free up human agents for more complex issues.
Within the AI Agent Studio customers get access to:
- Skills Library – pre-built templates of skills required by AI Agents to take actions in commonly used applications including Shopify and Stripe
- Skills Builder – a visual, no-code environment to design and deploy custom skills for AI agents to autonomously resolve service requests like processing a return
Freddy AI Agents can deflect up to 70% of incoming tickets and go live in under five minutes. Business users can build and deploy AI Agents without need for any developer or technical resources.
How does this rollout compare to what we’re seeing from legacy players like Salesforce and ServiceNow?
Competitors require months of costly and laborious implementation. With Freddy, you drag, drop and launch. A customer can go from idea to automation before the workday ends.
Freddy AI Agents are live in minutes, not five months, unlike Salesforce and ServiceNow—who offer promises of low-code but still take weeks or months to get agents live—Freddy AI delivers real automation in under five minutes. That’s not a pilot. That’s production-ready, now. We uncomplicate work so customers can focus on results, not red tape.
Can you share some real-world examples of how customers are using Freddy AI today?
Customers are seeing real impact across every layer of the Freddy Agentic AI Platform.
Hobbycraft automated 30% of support requests with Freddy AI Agent, freeing agents and boosting customer satisfaction by 25%. Bergzeit reduced translation work by 75% with Freddy AI Copilot, processing 200,000+ tickets. And Five9 uses Freddy AI Insights to identify and close service gaps before they impact customers.
Over 5,000 companies now use Freddy AI products, seeing up to 70% ticket deflection and 50% productivity gains. Freddy AI is a force multiplier for teams.
What are the most common use cases you’re seeing across industries?
Companies across Retail, Travel, Financial Services, Manufacturing, Tech, and more will benefit from our new Agentic capabilities. They span a wide range of use cases across industries like: Order tracking and management; flight booking management; payments, bill sharing, and subscription management; and inventory management.
Our AI agents can take action on these tasks end-to-end, without human intervention.
What kind of ROI or productivity gains are customers seeing with Freddy AI?
The numbers speak for themselves. Freddy AI Agents are deflecting up to 70% of incoming tickets. Copilot is delivering up to 50% productivity gains. Bergzeit auto-triaged over 200,000 tickets and reduced translation workload by 75%. That’s not just efficiency – it’s transformation.
How does Freshworks approach pricing for these new AI capabilities?
Our customers told us they’re tired of the confusing pricing and hidden fees they experience at competitors. So we made Freddy AI Agents a simple, flexible, “pay as you go” model. The new AI Agent Studio is currently in “early access” so there’s no fee to try it.
How is Freshworks staying ahead of the curve in AI-driven CX?
We’re not chasing AI hype – we’re building practical solutions that deliver real outcomes. Our platform is cloud-agnostic and model-neutral, drawing from over 40 LLMs including partnerships with Microsoft OpenAI and AWS. This flexibility enables us to adapt more quickly, optimize for performance, and consistently select the best tool for each task.
What’s next for Freddy AI and Freshworks’ approach to agentic AI?
We’re focused on continuing to deliver usable, efficient, and high-impact AI that drives real value. Customers choose us because they don’t have time or budget for complex deployments. They want solutions that work out of the box, are cost-effective, and drive productivity – which is exactly what we deliver. That’s how we’ve earned defections from legacy players like ServiceNow and Salesforce, and why we’ll keep winning.
- Data & AI