People-first AI service software provider, Freshworks has announced a new generation of autonomous service agents, Freddy AI Agent, which can be deployed in minutes and can help users in customer support and IT autonomously resolve an average of 45% and 40% of service requests, respectively.
Freshworks CEO and president, Dennis Woodside said, “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.
“Freddy AI Agent is a game-changer for organisations 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.”
Organisations 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 crawls through the resources and learn on its own.
Freddy AI Agent is fully autonomous and supports people on their mission to provide round-the-clock, helpful, human-like conversational assistance across multiple channels. Conversations are personalised and contextualised in multiple languages across multiple channels.
In addition,Freddy AI Agent offers trustworthy, secure, enterprise-grade AI built on a bedrock of strict privacy controls to meet security and compliance standards.
Using Freddy AI Agent, customer support teams can respond to customer queries such as order updates, return policies, and basic troubleshooting, and resolve issues with a conversational 24/7 experience. The result is improved customer experience, higher CSAT scores, and reduced response times.
For the employee experience, IT teams can deliver personalised, near-real-time support that meets 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.
Freshworks chief technology officer, Murali Swaminathan said, “We’re only just beginning to see the positive impact of agentic AI on the workplace. An orchestrated symphony of specialised 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.”