
Freshworks bets on agentic AI to drive enterprise growth in 2025
Nasdaq-listed SaaS firm Freshworks is positioning artificial intelligence (AI) as a growth catalyst—not a disruptor of traditional software-as-a-service (SaaS)—with plans to expand its agentic AI services by the end of 2025, according to senior executives.
'We've been doing a lot of work in generative AI (GenAI) and are using about 40 foundation models. We are using a lot of those models to build out our own stack and then make it accessible to the people. By the end of 2025, we're going to launch a lot of agentic AI services as well,' Shelton Rego, vice president - India business at Freshworks, told ET.
He was speaking on the sidelines of Freshworks' experience event in Mumbai, which showcases the company's latest tools aimed at improving customer, employee, and agent interactions.
by Taboola
by Taboola
Sponsored Links
Sponsored Links
Promoted Links
Promoted Links
You May Like
금액 상관없이 빚이라면 딱 6%만 갚으세요
법무법인 벗
더 알아보기
Undo
Freshworks, which began developing AI capabilities in 2019—well before the current hype cycle—has already rolled out GenAi copilots across its product suite, he said. In the third quarter of 2024 alone, it added 2,400 new Freddy AI copilot customers globally.
The company is now focussed on expanding into full-fledged agentic AI—where autonomous agents can retrieve information, take actions, and soon execute multi-step workflows across domains.
Live Events
'On the CX side, we have agents where we are already seeing close to 40-50% deflection where they are able to independently answer the questions and resolve customer queries,' said Sreedhar Gade, vice president, engineering and responsible AI at Freshworks.
Discover the stories of your interest
Blockchain
5 Stories
Cyber-safety
7 Stories
Fintech
9 Stories
E-comm
9 Stories
ML
8 Stories
Edtech
6 Stories
"In the next, maybe two quarters, we will be able to execute complex actions on behalf of a user request like booking an airplane ticket or a holiday package,' Gade added.
This evolution in AI capabilities is also expected to influence how the company prices its products, moving away from subscription- or usage-based models toward value-based pricing.
'Instead of talking about 1,000 bot sessions, I would ask how many resolutions have you made? Or how many customers said thumbs up, indicating their problem was solved, versus how many times the issue was handed off from AI to a human agent? We can translate it that way,' Gade said.
Freshworks currently works with more than 73,000 customers in over 120 countries across multiple verticals, including ecommerce, logistics, financial services, auto and manufacturing.
India continues to play a key role in Freshworks' AI strategy—not just as a market, but as a centre for talent and product development.
'India is a strategic market also because of the talent pool that we have in AI here. A lot of the AI talent today, a large majority of that, sits in India. We see that a lot of customers are also ahead of the curve in their adoption of AI and technology. So, we see a lot of that potential in India as well," said Rego.
Freshworks reported a
19% year-on-year (YoY) increase in revenue
to $196.3 million for the quarter ended March 31, 2025, up from $165.1 million a year earlier, buoyed by higher operating efficiency and increased customer adoption.

Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles


Time of India
an hour ago
- Time of India
Gemini Daily Horoscope Today, June 12, 2025: Let joy be your compass today
Today reminds you to follow what lifts your spirit. Joy is not selfish—it is a signpost guiding you toward the life you are meant to live. The stars support spontaneous decisions, creative thinking, and laughter that comes from deep inside. Don't let heavy thoughts stop you from enjoying the present. Make space for happiness, even if it's small. A colourful moment, a light chat, or a new idea could change your mood entirely. Where joy leads, life blooms more fully. Gemini Love Horoscope Today Love feels lighter when you stop trying to make it serious all the time. If you're in a relationship, do something fun together—share stories, dance in the kitchen, laugh without reason. If you're single, let go of overthinking who's right or wrong. Enjoy getting to know someone new without planning everything. Love is more real when it grows from shared joy. Today, let your heart play a little. That lightness will naturally attract someone who sees your glow. Gemini Career Horoscope Today In your career, the more you enjoy your work, the more success flows. Let curiosity guide your tasks today. Ask questions, try different methods, or bring colour to your space. Your energy will lift the whole environment. by Taboola by Taboola Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like Simple. Clean. Solitaire Play Solitaire Download Undo Avoid taking on too much at once. Small wins bring motivation. If you've been thinking of a creative project, now is a great time to start. Let joy be your guide, not just deadlines. Gemini Money Horoscope Today With finances, don't let fear control your choices. Instead, think about what brings lasting happiness. It's okay to treat yourself, but only when it adds value, not just momentary relief. Be wise and cheerful while spending. You may also find a joyful way to earn—maybe a hobby that brings money. Money should support your joy, not replace it. Save where needed, but let your heart have a say too. Gemini Health Horoscope Today Your health improves naturally when your mood is bright. You may feel more active today, so use this energy well. Go for a walk, dance, or play something. If you're feeling mentally stuck, try laughter therapy or uplifting music. Avoid too much processed food—it may lower your energy. A fruit-filled snack or a colourful plate can lift your body and mood. Emotional health matters as much as physical. When joy leads, your whole body responds with lightness and strength. Discover everything about astrology at the Times of India , including daily horoscopes for Aries , Taurus , Gemini , Cancer , Leo , Virgo , Libra , Scorpio , Sagittarius , Capricorn , Aquarius , and Pisces .


Time of India
an hour ago
- Time of India
No merchant discount rate on UPI transactions
New Delhi: The government is fully committed to promoting digital payments via Unified Payment Interface (UPI), the finance ministry said Wednesday, adding there will be no merchant discount rate (MDR) on UPI transactions . MDR is a rate charged to a merchant for the payment processing of debit and credit card transactions. "Speculation and claims that the MDR will be charged on UPI transactions are completely false, baseless and misleading," it said in a statement, adding that such speculations cause needless uncertainty, fear and suspicion among the citizens. by Taboola by Taboola Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like Bank Owned Properties For Sale In Damai Bahagia (Prices May Surprise You) Foreclosed Homes | Search ads Search Now Undo To promote digital transactions, MDR was made zero from January 2020 for RuPay debit cards and BHIM-UPI transactions through amendments in Section 10A of the Payments and Settlement Systems Act, 2007 and Section 269SU of the Income Tax Act, 1961. To support the payment ecosystem participants in effective delivery of services, "Incentive scheme for promotion of RuPay debit cards and low-value BHIM-UPI transactions (P2M)" has been implemented, the government said in March. Only UPI (P2M) transactions up to ₹2,000 for small merchants are covered under the scheme.
&w=3840&q=100)

Business Standard
2 hours ago
- Business Standard
HDFC Bank ADR premium surges to over 10% as foreigners favour US shares
HDFC Bank's ADRs now trade over 10% above local shares as tax advantages and revived global interest draw foreign portfolio investors to US-listed equities Samie Modak Listen to This Article The premium on HDFC Bank's American Depositary Receipts (ADRs) has surged to over 10 per cent after failing to rise above 5 per cent last year, signalling renewed interest from foreign investors in India's most-valued lender. But, why are overseas investors opting for ADRs despite local shares trading 12 per cent cheaper? The answer lies in tax disparities between the United States (US) and India. A recent Macquarie note explains: 'For foreign portfolio investors (FPIs), buying liquid ADRs is more tax-efficient than local shares. India's 2024 Budget raised long-term and short-term capital gains taxes, with potential for