Freshworks Unveils Freddy AI Agent: Revolutionizing Customer and Employee Experience

Freshworks Unveils Easy-To-Use AI Agent to Improve the Customer and Employee Experience By Investing.com

Deployed in minutes without code or consultants, Freddy AI Agent delivers fast time to value, autonomously resolving 40%+ of beta users' tickets SAN MATEO, Calif. and CHENNAI, India, Oct. 23, 2024 (GLOBE NEWSWIRE) -- Freshworks Inc. (NASDAQ: FRSH), the provider of people-first AI service software, today 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. According to Gartner (NYSE:IT) ®, by 2028, 33% of enterprise software applications will include agentic AI, enabling 15% of day-to-day work decisions to be made autonomously. Ahead of the curve are customer service and IT support managers who say AI is driving more noticeable value than ever before, according to Freshworks' Global AI Workplace Report. 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 (OTC:WOPEY), CEO and president at Freshworks. Freddy AI Agent is a game-changer for organizations looking to accelerate customer service and employee service, fast. Most other software requires multiple weeks and implementation fees to deploy an AI agent, but we've designed Freddy to be deployed without code or consultants in minutes. Mid-sized companies like Bchex, Porsche (ETR:P911_p) eBike, Hobbycraft, and Live Oak Bank are already experiencing the transformative power of Freshworks' Freddy AI Agent integrated with Freshdesk and Freshservice. 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: 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. Bchex, a U.S.-based background check company, had a seamless experience configuring Freddy AI Agent with Freshdesk. The best part is how quickly it can be deployed. If you have your FAQ and data ready, you can upload it to the platform and have a new AI agent ready in 20 minutes, said Amanda Pope, customer success product manager at Bchex. Our AI agent takes the load off our customer support team, and the team can now spend their time and resources to address tougher issues to give our customers the care they deserve. 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 (NASDAQ:MSFT) 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. Freshservice's AI capabilities are the backbone of our IT operations, said Alexander Wünsch, chief financial officer at Porsche eBike Performance. With features like conversational support and the solution article generator, we are now able to deliver intelligent and user-centric IT support. Freshservice is simple and easy to understand, even for those without deep technical knowledge or rigorous IT training. "We're seeing promise for how AI agents can enhance the employee experience. Providing these AI-powered tools can reduce the burden of rote work on IT teams while maintaining engagement with internal employees, empowering them to focus on meaningful work, reduce burnout, and foster collaboration," said Snow Tempest, research manager at IDC. "There is a significant opportunity for teams to focus on using AI as a tool to empower workers both in IT and in other roles." 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. Freddy AI Agent is platform-agnostic and leverages the latest advancements in generative LLMs. It follows the company's June 2023 generative AI launch of Freddy Self Service (now Freddy AI Agent), Freddy Copilot (now Freddy AI Copilot), and Freddy Insights (now Freddy AI Insights). To learn more about Freshworks Freddy AI Agent and sign up for beta testing, visit the Freshworks website or register for our virtual AI Summit on November 12. About Freshworks Freshworks Inc. (NASDAQ: FRSH) provides people-first AI service software that organizations use to deliver exceptional customer and employee experiences. More than 68,000 companies, including American Express (NYSE:AXP), Bridgestone, Databricks, Fila, Nucor (NYSE:NUE), and Sony (NYSE:SONY) choose Freshworks' uncomplicated solutions to increase efficiency and loyalty. For the latest company news and customer stories, visit www.freshworks.com and follow us on Facebook (NASDAQ:META), LinkedIn, and X. © 2024 Freshworks Inc. All Rights Reserved. Freshworks, Freshdesk, Freshservice, and its associated logo are trademarks of Freshworks Inc. All other company, brand, and product names may be trademarks or registered trademarks of their respective companies. Nothing in this press release should be construed to the contrary, or as an approval, endorsement, or sponsorship by any third party of Freshworks Inc. or any aspect of this press release. Resolution time is based on Freddy AI Agent private beta usage. Gartner article, Intelligent Agents in AI Really Can Work Alone. Here's How. October 1, 2024, https://www.gartner.com/en/articles/intelligent-agent-in-ai. Gartner is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. A video accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/205355dd-df4d-4624-9c18-82cf1e08938c Photos accompanying this announcement are available at https://www.globenewswire.com/NewsRoom/AttachmentNg/c547a49b-ec3f-42bb-99f5-8dab9ac2de98 https://www.globenewswire.com/NewsRoom/AttachmentNg/ccaa19eb-2322-4ef8-a6a3-d1180e5bb0b4

Freshworks Unveils Easy-To-Use AI Agent to Improve the Customer and Employee Experience

Deployed in minutes without code or consultants, Freddy AI Agent delivers fast time to value, autonomously resolving 40%+ of beta users' tickets Freshworks Inc. (NASDAQ: FRSH), the provider of people-first AI service software, today 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%[1] of service requests, respectively. According to Gartner®, "by 2028, 33% of enterprise software applications will include agentic AI, enabling 15% of day-to-day work decisions to be made autonomously."[2] Ahead of the curve are customer service and IT support managers who say AI is driving more noticeable value than ever before, according to Freshworks' Global AI Workplace Report. "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. "Freddy AI Agent is a game-changer for organizations looking to accelerate customer service and employee service, fast. Most other software requires multiple weeks and implementation fees to deploy an AI agent, but we've designed Freddy to be deployed without code or consultants in minutes." Mid-sized companies like Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank are already experiencing the transformative power of Freshworks' Freddy AI Agent integrated with Freshdesk and Freshservice. 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. Bchex, a U.S.-based background check company, had a seamless experience configuring Freddy AI Agent with Freshdesk. "The best part is how quickly it can be deployed. If you have your FAQ and data ready, you can upload it to the platform and have a new AI agent ready in 20 minutes," said Amanda Pope, customer success product manager at Bchex. "Our AI agent takes the load off our customer support team, and the team can now spend their time and resources to address tougher issues to give our customers the care they deserve." 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. "Freshservice's AI capabilities are the backbone of our IT operations," said Alexander Wünsch, Chief Financial Officer at Porsche eBike Performance. "With features like conversational support and the solution article generator, we are now able to deliver intelligent and user-centric IT support. Freshservice is simple and easy to understand, even for those without deep technical knowledge or rigorous IT training." "We're seeing promise for how AI agents can enhance the employee experience. Providing these AI-powered tools can reduce the burden of rote work on IT teams while maintaining engagement with internal employees, empowering them to focus on meaningful work, reduce burnout, and foster collaboration," said Snow Tempest, research manager at IDC. "There is a significant opportunity for teams to focus on using AI as a tool to empower workers both in IT and in other roles." 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." Freddy AI Agent is platform-agnostic and leverages the latest advancements in generative LLMs. It follows the June 2023 generative AI launch of Freddy Self Service (now Freddy AI Agent), Freddy Copilot (now Freddy AI Copilot), and Freddy Insights (now Freddy AI Insights). To learn more about Freshworks Freddy AI Agent and sign up for beta testing, visit the Freshworks website or register for our virtual AI Summit on November 12. About Freshworks Freshworks Inc. (NASDAQ: FRSH) provides people-first AI service software that organizations use to deliver exceptional customer and employee experiences. More than 68,000 companies, including American Express, Bridgestone, Databricks, Fila, Nucor, and Sony choose Freshworks' uncomplicated solutions to increase efficiency and loyalty. For the latest company news and customer stories, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X.

Freddy AI Agent from Freshworks promises quick deployment and autonomous support - SiliconANGLE

Freddy AI Agent from Freshworks promises quick deployment and autonomous support Customer service and support software firm Freshworks Inc. today announced the launch of "Freddy AI Agent," a new artificial intelligent agent that improves the customer and employee experience. Freddy AI Agent has been designed to be easy to deploy and requires no code or consultants, allowing businesses to integrate the AI agent within minutes. Built to cater to both CX and EX, Freddy AI Agent autonomously resolves a significant portion of service requests. The new agent leverages advanced AI capabilities to operate around the clock, providing personalized, human-like interactions across multiple channels and languages. Freddy AI Agent is designed to scale quickly by learning from existing resources such as FAQs, documents and websites, making it highly adaptable to various business environments. The new AI agent also integrates with existing Freshworks platforms, including Freshdesk and Freshservice, to allow companies to streamline support operations, reduce response times and increase overall productivity. With its autonomous capabilities, Freddy AI Agent is said by Freshworks to help free up support staff to focus on more complex issues and in doing so, improve both employee satisfaction and customer service quality. "Freddy AI Agent is a game-changer for organizations looking to accelerate customer and employee service," said Chief Executive Dennis Woodside. "Most other software requires multiple weeks and implementation fees to deploy an AI agent, but Freddy can be deployed in minutes without code or consultants." While only launching into general availability today, Freddy AI Agent is already being used by Freshworks customers, including Bchex, Porsche eBike, Hobbycraft and Live Oak Bank, to deliver significant productivity and efficiency gains. Freddy AI Agent offers rapid time to value by allowing businesses to deploy it quickly without the need for coding or model training. The new AI service autonomously learns from existing documents and websites, making it easy to implement and start delivering results immediately. Additionally, Freddy AI Agent provides 24/7 autonomous conversational assistance across multiple channels and can personalize interactions in various languages. Built on an enterprise-grade platform, the AI agent ensures trusted, secure operations with strong privacy controls, giving organizations confidence in its reliability, according to the company.

Saas Giant Freshworks Embraces Autonomous Force with Freddy AI Agent

The surge in agentic workforce solutions is probably at an all-time high with several big tech companies entering the game. Indian SaaS giant Freshworks is the latest. The company unveiled its version of a new generation AI agent, Freddy AI, an easy-to-deploy autonomous service agent designed to enhance both customer and employee experiences. With minimal setup time and an average resolution of 45% for customer support requests and 40% of IT services (on beta), Freddy AI agent demonstrates Freshworks' commitment to embracing generative AI capabilities. Freshworks is among the early adopters of AI capabilities for its portfolio. It released its AI engine, Freddy AI, in 2018, well ahead of its competitors. Last year, the platform saw generative AI making its way with Freddy Self Service, Freddy Copilot and Freddy Insights to help customers with various tasks. It has now moved a step further with agents. "We have two broad capabilities of Freddy AI, which is the copilot, what we call the self-service. Agents are part of the self-service offering that we are releasing. It's a revamp of self-service offering," said Ramesh Parthasarathy, Senior VP of Technology at Freshworks, in an exclusive interaction with AIM. The latest Freddy AI agent comes under their self-service bucket. "These are autonomous systems capable of answering customer queries just like humans, with all the personalization and multi-tone conversations, as well as performing intuitive actions," said Parthasarathy, adding that the AI agents can do the same tasks that a human would. With several AI agents in the market, the terminology surrounding them has come under scrutiny, particularly regarding the classification of copilots as agents. Recently, Salesforce CEO Marc Benioff accused Microsoft of rebranding Copilot as 'agents.' Parthasarathy emphasised the major difference between Microsoft's Copilot and AI agents in their ability to autonomously analyse complex situations with the information they have. While co-pilots analyse complex scenarios using information from past customer interactions, AI agents focus on solving specific customer problems based on their current context, he says. Salesforce's Freddy AI Agent allows organisations to quickly deploy it without coding or training models, learning from existing documents and websites. It operates autonomously, providing round-the-clock conversational support across various channels, while personalising interactions in multiple languages. The company assures that the system is designed with privacy controls to ensure security and meet compliance standards. Parthasarathy confirmed that the system is built on general-purpose models but enhanced with custom prompt engineering and customer context integration. "So all these are built on top of the general purpose model so that we can create a really good customer experience during the conversations," he said. Speaking about limitations, Parthasarathy mentioned that the systems are only as effective as the content provided to them, meaning poor-quality data results in poor performance. Additionally, these agents are confined to business-specific knowledge, such as return policies, and have limited reasoning abilities. "So whenever it comes to the question of reasoning, we typically defer it to a human agent," he said. Salesforce's AI agents 'Agentforce' which made its debut during their Dreamforce event held in September, are said to autonomously handle tasks, and drive sales, marketing, analytics and other functions. It integrates data, LLMs, workflows, and security into a unified Customer 360 platform. "This is what AI was meant to be," said Benioff. Taking a jibe at Microsoft, the latter released agentic capabilities for businesses. One can create autonomous agents with Copilot Studio and ten new autonomous agents in Dynamics 365 to help across functions, including service, finance, and supply chain teams. Microsoft believes agents are the new apps for an AI-powered world. Cloud giant Oracle also launched 50+ AI agents within its Fusion Cloud Applications Suite, at their recent CloudWorld event, to automate tasks across functions including finance, HR, supply chain and more. Comparing Fresheworks' AI agents to other players, without taking names, Parthasarathy explains their AI system stands out by providing human-like responses that are strictly grounded in the business's own information, ensuring no hallucinations or irrelevant content. Another key feature is the transparency, offering reports that allow users to trace how the AI operates and where its responses come from. Furthermore, the system is designed to be user-friendly, enabling businesses to set it up in as little as 30 minutes, making deployment quick and intuitive. Reflecting on the sudden craze of companies embracing AI agents, Parthasarathy believes that everybody is seeing value in it. "They see that's where the industry is going, and also now the technology is available to do it for everybody. So that is why you see a lot of people doing it at the same time," he said.