GEC NEWS WIREFreshworks has announced Freddy AI Agent – a new generation of easy-to-deploy and use autonomous service agents. Built to deliver exceptional customer experiences (CX) and employee experiences (EX), Freddy AI Agent can be deployed in minutes and has helped users in customer support and IT autonomously resolve an average of 45% and 40% of service requests, respectively.
“Over the last six years, we’ve seen a rise in demand for our uncomplicated, AI-powered service solutions that make the lives of customer service and IT service managers easier and more efficient,” said Dennis Woodside, CEO and president at Freshworks.
Significant productivity and efficiency gains help unlock higher-value work, showcasing how AI is moving from an experimental tool to a driver of business outcomes across industries. Freddy AI Agent makes that possible with the following capabilities for CX and EX:
- Rapid time to value. Organizations can quickly deploy Freddy AI Agent without needing to code or train models. Instead, Freddy learns from existing documents and websites. By pointing Freddy to websites and other learning materials, the agent will crawl through the resources and learn on its own.
- Autonomous and always-on. Freddy AI Agent is fully autonomous and supports people on their mission to provide round-the-clock, radically helpful, human-like conversational assistance across multiple channels.
- Hyper-personalized service. Freddy AI Agent personalizes and contextualizes conversations in multiple languages across multiple channels.
- Trusted and secure. Freddy AI Agent offers trustworthy, secure, enterprise-grade AI built on a bedrock of strict privacy controls to meet security and compliance standards.
Freddy AI Agent simplifies and personalizes the customer experience.
Using Freddy AI Agent for CX, customer support teams can deliver exceptional experiences by responding to customer queries such as order updates, return policies, and basic troubleshooting, and resolving issues with a conversational 24/7 experience. The result is improved customer experience, higher CSAT scores, and reduced response times. Employee satisfaction goes up, too, when agent productivity skyrockets with the automation of routine tasks.
Freddy AI Agent enables a more productive and enjoyable employee experience
Using Freddy AI Agent for EX, IT teams can deliver personalized, near-real-time support that meets employees’ individual needs, freeing up time for users in IT, HR, and other internal service teams to do more fulfilling work. Freddy AI Agent operates 24/7 across tools like Microsoft Teams, Slack, and other internal collaboration channels to assist employees when they need it. Now, employees can resolve issues such as application access, hardware replacements, medical benefits, and leave policies accurately and seamlessly without raising tickets or dealing with long wait times. The result is more efficient IT operations, more productive teams, and improved employee experience.
Freshworks Chief Technology Officer Murali Swaminathan said, “We’re only just beginning to see the positive impact of agentic AI on the workplace. From advisor to active problem-solver, an orchestrated symphony of specialized agents can thoughtfully handle a large and growing percentage of daily requests and help employees do their jobs more effectively. Copilots also step in to assist the human agent, further automating tasks and workflows that run a business. Freshworks is researching and applying the best of both worlds where people and AI can work together.”
