Freshworks has released major upgrades to its Freddy Agentic AI Platform, including powerful AI agents. These agents can now handle support tasks entirely on their own without assistance from humans. During the company’s annual Refresh event, the update was launched. It features new integrations, improved automation, and a no-code builder.
Girish Mathrubootham founded Freshworks, a company that is leading the way in customer support software that can think, act, and learn. For teams in all industries, the redesigned platform seeks to increase speed and decrease manual workloads.
New Freddy AI Tools Aim to Cut Repetition
The latest Freddy upgrade introduces a connected system of AI agents designed to handle tasks from start to finish. In addition to answering questions, these agents can now schedule shipments, issue refunds, update payroll records, and more. Additionally, they can follow multi-step logic, which allows them to act intelligently in a variety of applications.
Furthermore, Freddy AI Agent Studio, a no-code program that lets non-technical users create original agents, was unveiled by Freshworks. Thus, firms can quickly and effectively train agents to carry out particular tasks by providing them with pre-built templates and skill-building opportunities. This change simplifies service automation and lessens reliance on IT teams. Additionally, it speeds up deployment cycles, enabling teams to deliver support enhancements in a matter of days.
How Are AI Agents Changing Global Customer Support?
According to Freshworks, the new platform integrates with Microsoft tools, Shopify, Stripe, Slack, and more than 40 languages. The agents operate using a multi-LLM setup, including GPT-4o, GPT-4o mini, and Meta’s LLaMA, offering rich context awareness for better resolution. This strategy maintains brand tone and accuracy while lowering miscommunication in international interactions. Additionally, fallback switching is possible with Freddy’s multimodel system, guaranteeing dependability during times of high load.
Customer testimonials demonstrate the platform’s practical success. Hobbycraft has experienced a 25% increase in customer satisfaction and a 30% decrease in tickets. iPostal1 can answer half of its questions without assistance from a human. Additionally, Five9 uses Freddy AI Copilot to save more than 200 IT hours each month. These success metrics show the wide industry relevance of Freshworks’ customer support strategy.
According to Freshworks’ CTO, Murali Swaminathan, they are investigating Agent2Agent protocols and an MCP server. Additionally, he underlined the continued study of agent-to-agent communication for cooperative problem-solving. Such innovations could lead to entirely autonomous ecosystems managing cross-team operations.
Freshworks Doubles Down on Service Automation Power
Now, the platform manages independent email support and multi-app workflows. Additionally, it can give IT teams performance data and insights into the underlying causes of problems. The update makes it possible for apps to operate more quickly, which enhances customer service for both customers and staff.
Freddy’s intelligent analytics dashboards give IT leaders greater insight into operational trends. Freshworks has launched expert services, guided tutorials, and a partner program to aid in quicker adoption. Since 2023, more than 5,000 companies have implemented Freddy AI.
AI Agents Set to Transform Support Services
Freshworks has made significant progress in changing the way AI agents affect business operations. Businesses can automate more complex tasks when art, architecture, and ease of use are combined. Additionally, teams may approach hiring, training, and performance metrics differently as a result of this change.
The ability of human agents to concentrate on empathy-driven interactions increases with the intelligence of workflows. As more clients use Freddy, Freshworks wants to improve agent communication across platforms and increase capabilities. Thus, the development of agents in contemporary support infrastructure appears inevitable given the rising demand for responsive technology.
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