Freshworks launches Freddy AI Agent Studio for autonomous support
Freshworks has unveiled a significant upgrade to its Freddy AI platform, introducing new agentic capabilities designed to enable businesses to deploy AI agents that act autonomously across customer support, IT service, and related enterprise functions.
The centrepiece of this update is the transformation of Freddy AI into an agentic platform, with the launch of the Freddy AI Agent Studio, a no-code platform geared towards helping companies build, deploy and manage intelligent agents without technical expertise. This shift enables Freddy AI to act independently, completing tasks and resolving service requests that traditionally required human involvement.
Agentic AI evolution
The Freddy AI Agent Studio allows support teams to design AI agents that take action rather than just answer questions, significantly reducing the need for manual intervention in service processes. These AI agents are capable of processing insurance claims, updating payroll records, and booking shipments by interfacing directly with the existing applications businesses use.
According to Dennis Woodside, Chief Executive Officer at Freshworks, "We're on a mission to uncomplicate the most gruelling and repetitive work that IT service and customer support teams face every day. Just like our core software, Freddy Agentic AI gets up and running fast and delivers immediate value—serving as a business accelerator, not another overcomplicated project. Our customers are seeing real results, such as improved CSAT scores, faster resolution times, and lower operational costs."
Features and capabilities
Freddy AI Agent Studio includes a Skills Library with pre-built templates for common applications such as Shopify and Stripe, and a Skills Builder, which enables the design and deployment of custom skills in a visual, no-code format. This functionality supports actions like issuing refunds, checking order statuses, and updating customer records autonomously.
The platform also introduces the Freddy AI Agent for email, transforming email inboxes into autonomous support channels. The agent analyses messages, drafts contextual replies, and automatically closes resolved tickets. This is aimed at reducing first-response times and efficiently managing repetitive queries without additional agent workload.
For employee service, the Freddy AI Agent for unified search is designed to provide accurate information by searching across enterprise platforms including Slack, Microsoft SharePoint, and Teams. It features support for over 40 languages and robust security measures to help prevent data sharing between accounts.
Freddy AI Insights offers root cause analysis for IT operations, providing teams with proactive monitoring and clear visual mapping of service desk activity. This tool assists teams in making informed decisions by highlighting trending issues and average resolution times without the need for complex queries or dashboards.
The Freddy AI Copilot has been enhanced with abilities such as Intelligent Related Changes, which helps identify probable causes in IT incidents, and new Reply Suggestions that pull information from knowledge bases to draft responses in Freshdesk, thus streamlining agent workflows. "We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real challenges in real time," said Srini Raghavan, Chief Product Officer at Freshworks. "Freddy's multi-model architecture draws on our trusted LLM partners, each selected for their strengths. This layered approach helps ensure more accurate, reliable, and context-aware support that helps resource constrained teams move faster and with less friction."
Customer results
Since its initial release in 2023, Freddy AI has reportedly assisted over 5,000 organisations in streamlining service operations, with up to 70% ticket deflection attributed to AI agents and up to 50% productivity gains from Freddy AI Copilot. Specific customer examples include Hobbycraft, which automated 30% of customer queries, achieving a 25% improvement in customer satisfaction and enabling agents to focus on complex cases. Bergzeit reduced its translation workload by 75% by automating the triage of more than 200,000 tickets with Freddy AI Copilot on Freshdesk. Five9 deflects up to 65% of IT requests with Freddy AI Agent and uses Freddy AI Copilot to save its IT department approximately 200 hours per month. iPostal1 resolves 54% of support queries automatically, enabling its scale to over 1.3 million mailbox accounts without compromising service quality.
Commenting on the broader industry implications, Liz Miller, Vice President and Principal Analyst at Constellation Research, said, "The shift toward agentic AI that can autonomously resolve service requests rather than just route them represents a critical evolution in support operations. The democratization of agent deployment through simplified, no-code platforms is particularly significant for mid-market organizations that lack the technical resources to build complex AI systems from scratch. This accessibility shift allows companies in that mid-market sweet spot to achieve autonomous resolution capabilities and operational efficiency gains that were previously reserved for large enterprises with dedicated AI teams."
Adoption resources
Freshworks is supporting Freddy AI adoption through new initiatives including Freshworks University Courses, an AI learning hub, AI Academy for Partners, and AI Professional Services. There are also in-product guides and workflows to assist users in implementation. These resources aim to help organisations maximise the impact of Freddy AI's expanded capabilities within their own support and service operations.
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Techday NZ
3 days ago
- Techday NZ
Freshworks launches Freddy AI Agent Studio for autonomous support
Freshworks has unveiled a significant upgrade to its Freddy AI platform, introducing new agentic capabilities designed to enable businesses to deploy AI agents that act autonomously across customer support, IT service, and related enterprise functions. The centrepiece of this update is the transformation of Freddy AI into an agentic platform, with the launch of the Freddy AI Agent Studio, a no-code platform geared towards helping companies build, deploy and manage intelligent agents without technical expertise. This shift enables Freddy AI to act independently, completing tasks and resolving service requests that traditionally required human involvement. Agentic AI evolution The Freddy AI Agent Studio allows support teams to design AI agents that take action rather than just answer questions, significantly reducing the need for manual intervention in service processes. These AI agents are capable of processing insurance claims, updating payroll records, and booking shipments by interfacing directly with the existing applications businesses use. According to Dennis Woodside, Chief Executive Officer at Freshworks, "We're on a mission to uncomplicate the most gruelling and repetitive work that IT service and customer support teams face every day. Just like our core software, Freddy Agentic AI gets up and running fast and delivers immediate value—serving as a business accelerator, not another overcomplicated project. Our customers are seeing real results, such as improved CSAT scores, faster resolution times, and lower operational costs." Features and capabilities Freddy AI Agent Studio includes a Skills Library with pre-built templates for common applications such as Shopify and Stripe, and a Skills Builder, which enables the design and deployment of custom skills in a visual, no-code format. This functionality supports actions like issuing refunds, checking order statuses, and updating customer records autonomously. The platform also introduces the Freddy AI Agent for email, transforming email inboxes into autonomous support channels. The agent analyses messages, drafts contextual replies, and automatically closes resolved tickets. This is aimed at reducing first-response times and efficiently managing repetitive queries without additional agent workload. For employee service, the Freddy AI Agent for unified search is designed to provide accurate information by searching across enterprise platforms including Slack, Microsoft SharePoint, and Teams. It features support for over 40 languages and robust security measures to help prevent data sharing between accounts. Freddy AI Insights offers root cause analysis for IT operations, providing teams with proactive monitoring and clear visual mapping of service desk activity. This tool assists teams in making informed decisions by highlighting trending issues and average resolution times without the need for complex queries or dashboards. The Freddy AI Copilot has been enhanced with abilities such as Intelligent Related Changes, which helps identify probable causes in IT incidents, and new Reply Suggestions that pull information from knowledge bases to draft responses in Freshdesk, thus streamlining agent workflows. "We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real challenges in real time," said Srini Raghavan, Chief Product Officer at Freshworks. "Freddy's multi-model architecture draws on our trusted LLM partners, each selected for their strengths. This layered approach helps ensure more accurate, reliable, and context-aware support that helps resource constrained teams move faster and with less friction." Customer results Since its initial release in 2023, Freddy AI has reportedly assisted over 5,000 organisations in streamlining service operations, with up to 70% ticket deflection attributed to AI agents and up to 50% productivity gains from Freddy AI Copilot. Specific customer examples include Hobbycraft, which automated 30% of customer queries, achieving a 25% improvement in customer satisfaction and enabling agents to focus on complex cases. Bergzeit reduced its translation workload by 75% by automating the triage of more than 200,000 tickets with Freddy AI Copilot on Freshdesk. Five9 deflects up to 65% of IT requests with Freddy AI Agent and uses Freddy AI Copilot to save its IT department approximately 200 hours per month. iPostal1 resolves 54% of support queries automatically, enabling its scale to over 1.3 million mailbox accounts without compromising service quality. Commenting on the broader industry implications, Liz Miller, Vice President and Principal Analyst at Constellation Research, said, "The shift toward agentic AI that can autonomously resolve service requests rather than just route them represents a critical evolution in support operations. The democratization of agent deployment through simplified, no-code platforms is particularly significant for mid-market organizations that lack the technical resources to build complex AI systems from scratch. This accessibility shift allows companies in that mid-market sweet spot to achieve autonomous resolution capabilities and operational efficiency gains that were previously reserved for large enterprises with dedicated AI teams." Adoption resources Freshworks is supporting Freddy AI adoption through new initiatives including Freshworks University Courses, an AI learning hub, AI Academy for Partners, and AI Professional Services. There are also in-product guides and workflows to assist users in implementation. These resources aim to help organisations maximise the impact of Freddy AI's expanded capabilities within their own support and service operations.
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Scoop
28-05-2025
- Scoop
Xero Now Offers Tap To Pay On IPhone For NZ Small Businesses With A Stripe Account To Accept Contactless Payments
An easy, secure and private way to accept contactless payments with an iPhone and the Xero Accounting iOS app, no additional hardware needed Wellington — 29 May 2025 Xero, the global small business platform, has launched Tap To Pay on iPhone, enabling Xero customers in New Zealand with a Stripe account to seamlessly and securely accept in-person contactless payments with their iPhone and the Xero Accounting app — no additional hardware or payment terminal needed. Tap to Pay on iPhone enables businesses to accept all forms of contactless payments, including contactless credit and debit cards, Apple Pay, and other digital wallets. Using Tap to Pay on iPhone is easy, secure and private. With Tap to Pay on iPhone, at checkout, the merchant can simply prompt the customer to hold their iPhone or Apple Watch with their contactless credit or debit card, Apple Pay or other digital wallet to pay with their contactless credit or debit card near the merchant's iPhone. The payment will be securely completed using Near Field Communication (NFC) technology. Tap to Pay on iPhone also supports PIN entry, which includes accessibility options. Apple's Tap to Pay on iPhone technology uses the built-in features of iPhone to keep the business' and customers' data private and secure. When a payment is processed, Apple doesn't store card numbers or transaction information on Apple servers, so merchants and customers can rest assured that their data stays theirs*. Empowering businesses with more ways to pay Managing cash flow is more important than ever for small businesses, and receiving timely payments from customers is a fundamental piece of the puzzle. Xero research shows over a third (38%) of Kiwi consumers say they are frustrated when their preferred payment option isn't available and one in five (22%) would shop elsewhere if a business didn't offer one of their preferred ways to pay**. Bharathi Ramavarjula, SVP, Payments & Ecosystem at Xero said, 'Managing payments plays a vital part of the cash flow equation, but small businesses continue to face challenges, including chasing late payments. With so much on their plate already, keeping pace with shifting consumer expectations and market trends can feel overwhelming. That's why payments is such a core part of Xero's business strategy. With the launch of Tap to Pay on iPhone, we're excited to support small businesses to streamline payment processes, enabling them to accept payments on the spot, and maintain a healthy cash flow.' Tap to Pay on iPhone enables Xero customers in New Zealand with a Stripe account to use a contactless payment acceptance solution that is easy to set up and use. Businesses will be able to unlock contactless payment acceptance through the Xero Accounting app on an iPhone XS or later running the latest version of iOS, and can simply download the Xero Accounting app from the Apple App Store to start accepting contactless payments within minutes. For more information on Xero, please visit Note *Encrypted card numbers are temporarily stored on iPhone only for transactions made in Store and Forward mode. **Additional findings from Xero's 'I want to pay that way' research in May 2024 of 1005 New Zealand adults and 508 small business leaders. About Xero Xero is a global small business platform that helps customers supercharge their business by bringing together the most important small business tools, including accounting, payroll and payments — on one platform. Xero's powerful platform helps customers automate routine tasks, get timely insights, and connects them with their data, their apps, and their accountant or bookkeeper so they can focus on what really matters. Trusted by millions of small businesses and accountants and bookkeepers globally, Xero makes life better for people in small business, their advisors, and communities around the world. For further information, please visit
