Freshworks Launches No-Code AI Platform for Autonomous Customer Support

Freshworks has launched the Freddy Agentic AI Platform, a no-code solution designed to automate customer and employee service tasks. The platform, announced at the company's Refresh event, goes beyond traditional AI tools by not only answering queries but also executing actions like processing claims, updating records, and booking shipments.

Key Features

• Freddy AI Agent Studio: A no-code platform for creating and deploying autonomous AI agents. It includes a Skills Library with pre-built templates for apps like Shopify and Stripe, and a Skills Builder for custom tasks.
• Freddy AI Agent for Email: Transforms inboxes into autonomous support channels, reducing response times from hours to minutes.
• Freddy AI Agent for Unified Search: Enhances knowledge discovery by integrating with tools like Slack and Microsoft Teams, supporting over 40 languages.
• Freddy AI Insights: Provides root cause analysis and proactive monitoring for IT teams, eliminating the need for complex dashboards.
• Freddy AI Copilot: Upgraded to offer intelligent reply suggestions and related change tracking, streamlining support workflows.

Customer Success Stories

• Hobbycraft: Automated 30% of customer queries, improving satisfaction by 25%.
• Bergzeit: Auto-triaged 200,000+ tickets and cut translation workload by 75%.
• Five9: Deflects 65% of IT requests, saving 200 hours monthly.
• iPostal1: Resolves 54% of support queries automatically, enabling scalability.

Industry Impact

Liz Miller of Constellation Research noted the platform's significance for mid-market businesses, democratizing AI capabilities previously reserved for large enterprises.

For more details, visit Freshworks Product Launches.

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