Freshworks Unveils Easy-To-Use AI Agent to Improve the Customer and Employee Experience
Freshworks (NASDAQ: FRSH) has launched Freddy AI Agent, a new autonomous service agent for customer and employee experience that can be deployed without coding in minutes. The AI agent has demonstrated impressive results in beta testing, autonomously resolving an average of 45% of customer support requests and 40% of IT service requests.
The solution features rapid deployment without coding requirements, 24/7 autonomous operation, multi-language support, and enterprise-grade security. Early adopters like Bchex, Porsche eBike, and Hobbycraft have reported significant productivity gains. The AI agent learns from existing documents and websites, providing personalized customer support and IT assistance across multiple channels.
Freshworks (NASDAQ: FRSH) ha lanciato Freddy AI Agent, un nuovo agente di servizio autonomo per l'esperienza di clienti e dipendenti che può essere implementato in pochi minuti senza bisogno di codice. L'agente AI ha dimostrato risultati impressionanti nei test beta, risolvendo autonomamente in media il 45% delle richieste di supporto clienti e il 40% delle richieste di servizio IT.
La soluzione offre un'implementazione rapida senza requisiti di codifica, operatività autonoma 24 ore su 24, supporto multilingue e sicurezza di livello aziendale. I primi utilizzatori come Bchex, Porsche eBike e Hobbycraft hanno riportato significativi guadagni in termini di produttività. L'agente AI impara dai documenti e dai siti web esistenti, fornendo supporto clienti personalizzato e assistenza IT su più canali.
Freshworks (NASDAQ: FRSH) ha lanzado Freddy AI Agent, un nuevo agente de servicio autónomo para la experiencia de clientes y empleados que se puede implementar en minutos sin necesidad de codificación. El agente de IA ha demostrado resultados impresionantes en las pruebas beta, resolviendo de manera autónoma un promedio del 45% de las solicitudes de soporte al cliente y el 40% de las solicitudes de servicio de TI.
La solución presenta una implementación rápida sin requisitos de codificación, operación autónoma las 24 horas, soporte multilingüe y seguridad de nivel empresarial. Los primeros adoptantes, como Bchex, Porsche eBike y Hobbycraft, han informado de ganancias significativas en productividad. El agente de IA aprende de documentos y sitios web existentes, ofreciendo soporte al cliente personalizado y asistencia de TI a través de múltiples canales.
Freshworks (NASDAQ: FRSH)는 고객 및 직원 경험을 위한 새로운 자율 서비스 에이전트인 Freddy AI Agent를 출시했습니다. 이 에이전트는 코딩 없이 몇 분 만에 배포할 수 있습니다. AI 에이전트는 베타 테스트에서 인상적인 결과를 보여주었으며, 평균 45%의 고객 지원 요청과 40%의 IT 서비스 요청을 자율적으로 해결했습니다.
이 솔루션은 코딩 요구 없이 빠른 배포, 24시간 자율 운영, 다국어 지원 및 기업 수준의 보안을 제공합니다. Bchex, Porsche eBike 및 Hobbycraft와 같은 초기 사용자들은 상당한 생산성 향상을 보고했습니다. AI 에이전트는 기존 문서와 웹사이트에서 배우며, 여러 채널에서 개인화된 고객 지원 및 IT 지원을 제공합니다.
Freshworks (NASDAQ: FRSH) a lancé Freddy AI Agent, un nouvel agent de service autonome pour l'expérience client et employé qui peut être déployé en quelques minutes sans codage. L'agent AI a démontré des résultats impressionnants lors des tests bêta, résolvant de manière autonome en moyenne 45 % des demandes de support client et 40 % des demandes de service informatique.
La solution se caractérise par un déploiement rapide sans exigences de codage, un fonctionnement autonome 24 heures sur 24, un support multilingue et une sécurité de niveau entreprise. Les premiers utilisateurs tels que Bchex, Porsche eBike et Hobbycraft ont rapporté des gains de productivité significatifs. L'agent AI apprend à partir de documents et de sites Web existants, offrant un support client personnalisé et une assistance informatique sur plusieurs canaux.
Freshworks (NASDAQ: FRSH) hat den Freddy AI Agent gestartet, einen neuen autonomen Serviceagenten für die Kunden- und Mitarbeitererfahrung, der in wenigen Minuten ohne Programmierung bereitgestellt werden kann. Der KI-Agent hat in Beta-Tests beeindruckende Ergebnisse erzielt und autonom durchschnittlich 45% der Kundenanfragen und 40% der IT-Serviceanfragen gelöst.
Die Lösung bietet eine schnelle Bereitstellung ohne Programmieranforderungen, autonomes Arbeiten rund um die Uhr, mehrsprachige Unterstützung und Sicherheit in Unternehmensqualität. Frühe Anwender wie Bchex, Porsche eBike und Hobbycraft haben bedeutende Produktivitätsgewinne gemeldet. Der KI-Agent lernt aus bestehenden Dokumenten und Websites und bietet personalisierten Kundenservice sowie IT-Hilfe über mehrere Kanäle.
- Autonomous resolution of 45% of customer support requests and 40% of IT service requests
- Rapid deployment without coding or consultants, reducing implementation costs
- 24/7 autonomous operation across multiple channels
- Early adoption by notable companies showing successful implementation
- None.
Insights
The launch of Freddy AI Agent represents a significant advancement in enterprise AI implementation. The key differentiator is the rapid deployment capability - minutes versus weeks for competitors - which could accelerate market adoption. The reported
The platform's ability to learn from existing documentation without coding or model training addresses a major pain point in AI deployment. Early adoption by notable companies like Porsche eBike and integration with popular platforms like Microsoft Teams and Slack positions this solution well for market penetration. The focus on both customer service and IT support creates multiple revenue streams and broader market opportunity.
The timing aligns with Gartner's prediction of significant agentic AI adoption by 2028, potentially giving Freshworks a first-mover advantage in this evolving market segment.
Deployed in minutes without code or consultants, Freddy AI Agent delivers fast time to value, autonomously resolving
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
According to Gartner®, “by 2028,
“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 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, 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.
© 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.
Media Contact
Erika Howard
erika.howard@freshworks.com
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1 Resolution time is based on Freddy AI Agent private beta usage.
2 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.
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