Saas Giant Freshworks Embraces Autonomous Force with Freddy AI Agent [Video]

The surge in agentic workforce solutions is probably at an all-time high with several big tech companies entering the game. Indian SaaS giant Freshworks is the latest. The company unveiled its version of a new generation AI agent, Freddy AI, an easy-to-deploy autonomous service agent designed to enhance both customer and employee experiences. 

With minimal setup time and an average resolution of 45% for customer support requests and 40% of IT services (on beta), Freddy AI agent demonstrates Freshworks’ commitment to embracing generative AI capabilities.

Evolution of Freddy AI

Freshworks is among the early adopters of AI capabilities for its portfolio. It released its AI engine, Freddy AI, in 2018, well ahead of its competitors. 

Last year, the platform saw generative AI making its way with Freddy Self Service, Freddy Copilot and Freddy Insights to help customers with various tasks. It has now moved a step further with agents. 

“We have two broad capabilities of Freddy AI, which is the copilot, what we call …