Latest news with #FreddyAIAgentStudio
Yahoo
2 days ago
- Business
- Yahoo
FRSH Boosts Customer & Employee Service With Freddy Agentic AI Platform
At its flagship Refresh event, Freshworks FRSH unveiled the next-generation Freddy Agentic AI Platform, an advanced version that goes beyond chat-based assistance by getting the work done. From processing claims to updating records and booking shipments, Freddy AI is designed to perform high-value tasks autonomously, helping teams reduce manual workloads and focus on more complicated most AI-powered tools only provide answers, the new Freddy Agentic AI Platform actively resolves service requests. Whether in retail, travel, finance, manufacturing, or software services, Freddy AI is transforming support functions into intelligent, action-driven systems. This agentic model enables tasks like order tracking, refunds, booking appointments, managing subscriptions etc, to be handled comprehensively by AI, saving time, reducing errors and improving outcomes for both customers and employees. A key aspect of this release is the Freddy AI Agent Studio — a no-code platform empowering support teams to build and launch AI agents without needing technical expertise. The Studio empowers support teams to reduce ticket backlogs, minimize handoffs and maintain consistent, high-quality customer experiences without coding. Key components of this tool are Skills Library, which is a collection of pre-built action templates for popular platforms like Shopify and Stripe and Skills Builder — a visual environment to design custom skills for agents to autonomously handle actions such as returns or refunds. Email remains a core support channel, and Freddy AI is transforming it with automation that understands and acts. The Freddy AI Agent for Email reads and interprets incoming emails, generates contextual replies and automatically closes tickets when issues are resolved. This helps reduce first-response times from hours to minutes. Repetitive email issues are resolved autonomously, and support capacity increases without growing AI is also transforming employee experience with a smarter, unified search agent that fetches answers from enterprise platforms. It integrates with tools like Slack, Microsoft SharePoint and Microsoft Teams. Support is also available in 40+ languages, ensuring global inclusivity and is backed by enterprise-grade IT and service desk teams, Freshworks is also introducing Freddy AI Insights for Freshservice, which replaces manual analysis with intelligent monitoring. Key highlights are Root Cause Analysis maps, anomaly detection and trend monitoring and metrics for SLA compliance, workforce planning and AI Copilot helps service teams work faster and smarter by handling support tasks such as writing clear replies, linking related issues and creating helpful documents. New features include Intelligent Related Changes, which identify likely causes of problems by checking recent system changes in Freshservice. Reply Suggestions Copilot reads tickets, checks the knowledge base and recommends responses in Freshdesk. With these updates, Freddy becomes a smart support partner. Since its debut in 2023, Freddy AI has helped more than 5,000 organizations automate and enhance their service operations. Among the beneficiaries are Hobbycraft, which has automated 30% of customer queries and boosted CSAT by 25%. Bergzeit auto-triaged 200,000+ tickets and cut translation workloads by 75% and Five9 deflected 65% of IT requests, saving 200+ hours/month. iPostal1 resolved 54% of queries with Freddy AI and scaled to 1.3 million accounts without extra cost, enabling it to expand to 3,500+ success stories prove that Freddy delivers measurable outcomes that matter. To help organizations onboard Freddy quickly, Freshworks is rolling out a suite of resources, including Freshworks University, with tutorials, real-world use cases and live help. AI Academy for Partners is training channel partners to accelerate sales and deployment, and AI Professional Services facilities custom rollout support for enterprise clients. In addition, the company provides In-product assistance with videos, workflows and step-by-step Freddy Agentic AI is especially valuable for growing companies that lack deep AI engineering teams offering enterprise-grade automation without complexity. With Freddy, even resource-constrained teams can deploy autonomous resolution at scale, driving higher efficiency, faster resolutions and better customer experiences without heavy investments. FRSH currently has a Zacks Rank #3 (Hold). Shares of the company have gained 23.5% in the past year compared with the Zacks Internet – Software industry's growth of 35.8%. Image Source: Zacks Investment Research Some better-ranked stocks from the broader technology space are Juniper Networks, Inc. JNPR, Arista Networks, Inc. ANET and Ubiquiti Inc. UI. JNPR presently sports a Zacks Rank #1 (Strong Buy), while ANET and UI carry a Zacks Rank #2 (Buy). You can see the complete list of today's Zacks #1 Rank stocks here. Juniper is leveraging the 400-gig cycle to capture hyperscale switching opportunities inside the data center. The company is set to capitalize on the increasing demand for data center virtualization, cloud computing and mobile traffic packet/optical convergence. Juniper also introduced new features within the AI-driven enterprise portfolio that enable customers to simplify the rollout of their campus wired and wireless networks while bringing greater insight to network operators. In the last reported quarter, it delivered an earnings surprise of 4.88%.Arista delivered a trailing four-quarter average earnings surprise of 11.82% and has a long-term growth expectation of 14.81%. Arista currently serves five verticals, namely cloud titans (customers that deploy more than 1 million servers, cloud specialty providers, service providers, financial services and the rest of the enterprise. It supplies products to a prestigious set of customers, including Fortune 500 global companies in markets such as cloud titans, enterprises, financials and specialty cloud service effective management of its strong global network of more than 100 distributors and master resellers improved its visibility for future demand and inventory management techniques. In the last reported quarter, Ubiquiti delivered an earnings surprise of 33.3%. Its highly flexible global business model remains well-suited to adapt to the changing market dynamics to overcome challenges while maximizing growth. Want the latest recommendations from Zacks Investment Research? Today, you can download 7 Best Stocks for the Next 30 Days. Click to get this free report Juniper Networks, Inc. (JNPR) : Free Stock Analysis Report Arista Networks, Inc. (ANET) : Free Stock Analysis Report Freshworks Inc. (FRSH) : Free Stock Analysis Report Ubiquiti Inc. (UI) : Free Stock Analysis Report This article originally published on Zacks Investment Research ( Zacks Investment Research
Techday NZ
2 days ago
- Business
- 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.
