Singapore – Freshworks has announced ‘Freddy AI Agent’, a new generation of easy-to-deploy and use autonomous service agents. Built to deliver 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 service requests.
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.
Moreover, using ‘Freddy AI Agent’ for EX, IT teams can deliver personalised, 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.
With this, 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.
‘Freddy AI Agent’ is platform-agnostic and leverages the latest advancements in generative LLMs. It follows the 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).
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 will crawl through the resources and learn on its own.
Moreover, ‘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. It also personalises and contextualises conversations in multiple languages across multiple channels.
Lastly, this AI agent offers trustworthy, secure, enterprise-grade AI built on a bedrock of strict privacy controls to meet security and compliance standards.
Dennis Woodside, CEO and president at Freshworks, 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.”
He added, “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.”
Meanwhile, Murali Swaminathan, chief technology officer at Freshworks, commented, “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 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.”
