Freshworks launches bespoke Freddy AI Agent
To enhance the CX and EX ecosystem
Freshworks, the San Mateo, California-based provider of AI service software, has launched Freddy AI Agent, a cutting-edge autonomous service agent designed to enhance customer and employee experiences (CX and EX).
Freddy AI Agent can be deployed within minutes without coding or external consultants. In initial beta testing, the agent autonomously resolved over 40% of customer support tickets and approximately 45% of IT service requests.
Freddy AI Agent is platform-agnostic and builds on the latest advancements in generative AI technologies. It follows Freshworks’ earlier launches of Freddy Self Service, Freddy Copilot, and Freddy Insights.
Dennis Woodside, CEO of Freshworks, emphasised the increasing demand for straightforward, AI-driven solutions that simplify the tasks of customer service and IT managers.
He described Freddy AI Agent as a transformative tool for organisations aiming to improve service efficiency rapidly. Unlike traditional software, which often requires lengthy implementation and high costs, Freddy is designed for immediate deployment and learns autonomously from existing resources like documents and websites.
Freddy AI Agent operates continuously, providing human-like conversational support across various channels. Its capabilities include hyper-personalised service, allowing it to tailor interactions in multiple languages, and a robust security framework to ensure compliance and protect user privacy.
This new tool aims to enhance customer service by swiftly addressing inquiries about order statuses, return policies, and troubleshooting. This will result in higher customer satisfaction (CSAT) scores and quicker response times.
In the context of employee experience, Freddy AI Agent empowers IT teams to deliver timely and personalised support. It integrates with platforms like Microsoft Teams and Slack, enabling employees to resolve issues—such as application access and hardware replacements—without requiring lengthy ticketing processes. This automation boosts productivity and enhances job satisfaction by allowing employees to focus on more meaningful tasks.
Murali Swaminathan, CTO of Freshworks, noted the evolving role of AI in the workplace, highlighting the potential for specialised agents to manage an increasing volume of daily requests. He described Freddy as part of a broader initiative to harmonise human and AI efforts, enhancing operational efficiency and workplace dynamics.
Featured image: Credit: Freddy AI Agent aims to enhance customer service. Simon Kadula
Last Updated on 3 months by News Desk 2
