Freshworks Unveils Service Transformation Vision & Freddy AI Agent Studio
Freshworks Inc. unveiled its vision for "Service Transformation, Made Real" at its annual Refresh conference, alongside an expansion of its agentic AI capabilities with the new Freddy AI Agent Studio. The company aims to provide one agile platform connecting service, assets, and incidents, leveraging trusted, domain-specific AI. This initiative addresses a critical support gap, as 47% of IT tickets are submitted after hours, leading to significant response time delays. The new studio offers flexibility for deploying custom or pre-built AI Agents, integrates with enterprise ecosystems via the Model Context Protocol Gateway, and provides AI Insights for optimizing service delivery and employee experience.
Key Highlights
- Unveiled "Service Transformation, Made Real" vision at its annual Refresh conference.
- Expanded agentic AI capabilities with the new Freddy AI Agent Studio.
- New telemetry data shows 47% of IT tickets are submitted after hours, with response times lagging by over an hour.
- Freddy AI Agent Studio allows creation of custom or pre-built domain-specific AI Agents with no-code.
- Model Context Protocol (MCP) Gateway enables Freddy AI to pull external context from third-party tools.
- AI Insights and Experience Level Agreements (xLAs) provide data-driven optimization of service delivery.
- Freddy AI is powered by Freshservice's unified ServiceOps foundation, including ITAM and FireHydrant.
- Customers achieved 168% ROI over 3 years by replacing legacy ITSM platforms, according to Futurum Group.
Price Impact
More from FRSH