Freshworks launches AI Agent Studio in Freshservice with no-code deployment and MCP Gateway

Service software drives AI strategy at Freshworks Refresh - SiliconANGLE

Inside Freshworks Refresh 2026: theCUBE's analyst-led coverage airs May 20 In 2010, an engineer at a cloud-based business software company in India became enamored with an idea to build uncomplicated service software to deliver valuable customer and employee experiences and founded Freshdesk as a result. Freshdesk became Freshworks Inc. and evolved into a $12 billion IPO on NASDAQ. Today, it is one of the leading SaaS companies providing tools for customer relationship management, IT service management and e-commerce marketing. The company is now confronted by an artificial intelligence revolution that is upending the SaaS market, and Freshworks' AI solutions, along with its continued focus on customer service, are on the agenda for the company's Freshworks Refresh gathering in New York today. Can't make it to New York? Watch the keynote on LinkedIn Live. Freshworks will also be broadcasting all the key sessions on June 4, so you can watch on-demand as well. Register for the Virtual Summit here. "Freshworks Refresh 2026 NYC underscores that AI is no longer a feature; it's an operating model shift that requires alignment across workflows, governance, and architecture," said Bob Laliberte, principal analyst for theCUBE Research. Stay tuned for theCUBE's coverage of Freshworks Refresh on May 20, when theCUBE will talk with company executives and industry experts about how organizations are embedding AI into real service workflows at scale. Coverage will examine a growing demand for simpler, faster paths to value, particularly for IT and CX leaders under pressure to deliver results, and how Freshworks offers a pragmatic approach to delivering measurable outcomes without adding operational complexity. (* Disclosure below.) The company's signature product is Freshservice, an AI-powered, unified service operations platform that is designed to be fast to deploy, intuitive to use and foster employee productivity. Freshworks' customer set includes organizations such as Databricks, TaylorMade and Carrefour. At today's Refresh event, Freshworks expanded that platform story with the launch of Freddy AI Agent Studio in Freshservice, a no-code environment designed to help IT and business teams build, customize or deploy domain-specific AI agents in weeks rather than quarters. The announcement ties directly into the event's "Service Transformation, Made Real" theme, positioning Freshservice as a unified ServiceOps foundation for connecting service, assets, incidents and enterprise knowledge with AI grounded in business context. In keeping with the company mission to remove complexity, Freshworks' introduction of Freshservice Journeys last year included a new AI-assisted feature to simplify employee lifecycle events. The solution streamlines functions such as onboarding, offboarding, promotions and relocations while automating manual tasks and improving interdepartmental coordination. The need for faster, always-on service is becoming more urgent as employee work patterns shift. Freshworks said its analysis of millions of service interactions found that 47% of IT tickets are now submitted outside standard business hours, while after-hours response times lag by an extra hour or more and SLA rates can fall as much as 5%. That gap gives Freshworks a clearer opening to position Freddy AI agents as a way to meet employees where they work, including Microsoft Teams, Slack and employee portals, while connecting into systems such as Workday and Rippling to execute secure workflows. Last month, Freshservice received more updates that expanded the platform to include continuous discovery and dependency mapping for IT asset management. As AI deployments continue to grow inside many organizations, Freshworks' automated discovery across the entire hybrid IT landscape is designed to eliminate the need for hastily stitched together tools to keep data retrieval accurate. Freshworks is also extending Freddy AI through an MCP Gateway, allowing agents to pull context from third-party tools such as Notion, ClickUp and Linear without custom code. The broader goal is to move beyond simple automation and support more complex, cross-departmental service workflows, while AI Insights and Experience Level Agreements give leaders a way to measure performance against employee sentiment and business outcomes. The theme of today's Refresh event is "Service Transformation, Made Real." Freshworks will make its case that IT leaders have been promised a great deal with AI, but disconnected data, missing context and AI that's too questionable to trust have hindered enterprise adoption. The solution, according to Freshworks, is service transformation, which formed the basis for the company's founding 16 years ago. "The real value of Freshworks Refresh 2026 NYC is its focus on execution, helping organizations move from AI strategy to practical deployment across service operations," Laliberte added. Don't miss theCUBE's coverage of Freshworks Refresh on May 20. Plus, you can watch theCUBE's exclusive content on-demand after the event. Also, Freshworks will be streaming its keynote on LinkedIn Live for those who can't make it to New York, and the company will be broadcasting all the key sessions on June 4 on demand (Virtual Summit registration link here). We offer you various ways to watch theCUBE's coverage of Freshworks Refresh, including theCUBE's dedicated website and YouTube channel. You can also get all the coverage from this year's events on SiliconANGLE. SiliconANGLE's "theCUBE Pod" is available on Apple Podcasts, Spotify and YouTube, which you can enjoy while on the go. During each podcast, SiliconANGLE's John Furrier and Dave Vellante unpack the biggest trends in enterprise tech -- from AI and cloud to regulation and workplace culture -- with exclusive context and analysis. SiliconANGLE also produces our weekly "Breaking Analysis" program, where Dave Vellante examines the top stories in enterprise tech, combining insights from theCUBE with spending data from Enterprise Technology Research, available on Apple Podcasts, Spotify and YouTube. During theCUBE's coverage of Freshworks Refresh, company executives and industry experts will examine how AI is moving deeper into service operations, from IT workflows and employee support to customer experience and business execution. The conversations will focus on how Freshworks is positioning Freshservice, Freddy AI and its unified ServiceOps foundation to help organizations move faster without adding complexity.

Freshworks unveils Freddy AI Agent Studio and MCP Gateway for Freshservice - SiliconANGLE

Freshworks unveils Freddy AI Agent Studio and MCP Gateway for Freshservice Freshworks Inc. today unveiled an expanded set of agentic capabilities in its Freshservice information technology service management platform led by a new no-code Freddy AI Agent Studio that lets enterprises build, customize, or deploy prebuilt artificial intelligence agents across service workflows. The announcements, made at the company's annual Refresh conference, also includes a Model Context Protocol Gateway for connecting Freddy AI to third-party tools and a new analytics layer called AI Insights with Experience Level Agreements. Freshworks is pitching the release as a unified foundation for what it calls "service transformation," tying service, asset and incident data into a single layer that artificial intelligence agents can act on without the data cleanup required on legacy platforms. The company argues that its approach lets customers move agents from pilots into production in weeks rather than quarters. Freddy AI Agent Studio allows teams to spin up custom agents in a no-code environment or start from domain-specific templates, then deploy them into Microsoft Teams, Slack or employee portals. The agents connect to human resources information systems, including those from Workday Inc. and Rippling People Center Inc., to run workflows like onboarding and payroll requests. The studio also includes embedded governance controls for managing agents at scale and a library of prebuilt agentic workflows that teams can extend. The MCP Gateway is aimed at a common enterprise frustration: getting AI agents to pull context from the rest of the stack without bespoke integration work. Freshworks says the gateway lets Freddy AI tap tools from Notion Labs Inc., ClickUp Inc. and Linear Orbit Inc. directly, sidestepping the custom code that has slowed enterprise agent rollouts. AI Insights and xLAs target measurement. Where traditional service-level agreements track response and resolution times, xLAs use weighted computation and AI analysis to connect service performance to employee sentiment, giving leaders a view of how IT performance shapes the broader employee experience. The new offerings are supported by telemetry from Freshworks customers. The company said analysis of millions of service interactions found 47% of IT tickets are now submitted outside standard business hours, while after-hours response times lag by an hour or more and service-level agreement compliance falls by as much as 5%. Freshworks frames the gap as a "ghost shift" problem for distributed workforces. The release sits on top of Freshservice's ServiceOps foundation, which includes a reimagined IT asset management product and FireHydrant Inc. incident management, the startup Freshworks acquired earlier this year "The true measure of AI's value isn't what it can do, it's what it gives back: time, focus and the freedom for teams to stop fixing yesterday's problems and start building what's next," said Chief Product Officer Srini Raghavan. "Our unified ServiceOps foundation, activated with Freddy AI Agent Studio, is the antidote." The Freshservice expansion comes as enterprise software vendors race to move agentic AI from demos into production. ServiceNow Inc., Atlassian Corp. and Salesforce Inc. have all rolled out competing agent platforms this year, betting that IT service management is the workflow most ready for autonomous AI. Freshworks is positioning its unified data layer and no-code deployment as the differentiators in a market where most enterprise buyers are still moving cautiously from pilot to production.

Freshworks Unveils AI Agent Studio in Freshservice to Unlock Service Transformation that Drives Compounding Business Growth

With an AI-powered, unified service operations foundation and new agentic accelerators, IT and business teams can deploy AI their way and move as fast as their business demands At its annual Refresh conference, Freshworks Inc. Thursday unveiled its vision for Service Transformation, Made Real, alongside an expansion of its agentic capabilities to help organizations scale and govern service confidently across every service domain. Today's announcement positions Freshworks to deliver what legacy providers cannot: one agile platform connecting service, assets, and incidents; trusted, domain-specific AI grounded in enterprise context; and the choice to build, customize, or deploy bespoke Freddy AI Agents in weeks, not quarters. The urgency of this transformation is supported by new telemetry data identifying a critical support gap in the modern workforce. Analysis of millions of service interactions found that 47% of all IT tickets are now submitted outside standard business hours, yet after-hours response times lag by an extra hour or more, with SLA rates falling as much as 5%. Even as workers are empowered with AI tools to work faster and from anywhere at any time, companies are setting up an employee experience showdown, leaving "ghost shift" workers to lose time hunting for faster answers. "The true measure of AI's value isn't what it can do, it's what it gives back: time, focus, and the freedom for teams to stop fixing yesterday's problems, and start building what's next,"" said Srini Raghavan, chief product officer at Freshworks. "Our unified ServiceOps foundation, activated with Freddy AI Agent Studio, is the antidote. It delivers immediate, controlled orchestration and the architectural agility to deploy AI in weeks, not quarters, allowing our customers to transform service at the speed their business demands." Key benefits and capabilities: * Orchestrate autonomous service with Freddy AI Agent Studio: Organizations gain total flexibility to deploy AI on their own terms. Using a no-code studio, teams can create custom AI Agents or start with pre-built, domain-specific AI Agents and further extend capabilities from a new library of agentic workflows. These AI Agents meet employees directly in Microsoft Teams, Slack, or employee portals, connecting to HRIS systems like Workday and Rippling to execute secure enterprise workflows, from onboarding to payroll, instantly for employees. * Empower AI Agents with the enterprise ecosystem: to move beyond simple automation and solve complex, cross-departmental issues, The Model Context Protocol (MCP) Gateway enables Freddy AI to instantly pull external context from third-party tools - including Notion, ClickUp, and Linear - without custom code. This allows organizations to move beyond simple automation and solve complex, cross-departmental issues. With MCP Gateway, Freddy AI Agents can leverage a company's tech stack in less time, bypassing the AI friction and implementation drag that can stall enterprise AI effectiveness. * Measure and optimize with AI Insights and xLAs: As agents scale, AI Insights helps service leaders move beyond legacy metrics and toward meaningful outcomes. With Executive Overview Insights and Experience Level Agreements (xLAs), leaders can connect service performance directly to employee sentiment. By using weighted computation and AI-driven analysis, the platform provides the superior visibility needed to make faster, data-driven decisions that optimize both service delivery and the employee experience.