Latest news with #FreddyAI
Yahoo
12-06-2025
- 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
12-06-2025
- 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.
Yahoo
11-06-2025
- Business
- Yahoo
Freshworks Advances its Agentic AI Platform To Uncomplicate Service Software For Companies Big and Small
New agentic capabilities resolve service requests autonomously, deliver real-time insights and simplify the deployment of AI agents for support teams SAN MATEO, Calif., June 11, 2025 (GLOBE NEWSWIRE) -- Most AI-powered service tools stop at answering questions. Freddy now goes further by getting work done. At its flagship Refresh event, Freshworks (NASDAQ: FRSH) unveiled the next generation of its Freddy Agentic AI Platform, a connected, intelligent, continuously learning system of AI agents that don't just reply to service questions, but can resolve them. Whether it's processing an insurance claim, updating a payroll record, or booking a new shipment, Freddy AI now takes action across the applications businesses already use. The company also introduced the Freddy AI Agent Studio, a no-code platform that simplifies the creation and deployment of autonomous AI agents, making it easier for businesses to scale customer support. Freddy AI Agent Studio helps relieve service teams of endless ticket handoffs, delayed resolutions, and frustrated users due to outdated automations. New, easy to deploy AI agents can think, reason and act to resolve many customer queries from start to finish, giving human agents more time to handle more complex customer challenges. 'We're on a mission to uncomplicate the most grueling and repetitive work that IT service and customer support teams face every day," said Dennis Woodside, CEO of Freshworks. '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." From Insights to Action: A New Standard for AI at Work What makes the Freddy Agentic AI Platform truly impactful is its ability to help customer and employee service teams act faster to deliver results. AI agents aren't just answering questions — they're resolving requests, completing actions across multiple applications, identifying root causes, and recommending next steps. These capabilities span a wide range of use cases, including order tracking, account modifications, appointment and flight booking, payments and subscriptions, loyalty rewards management, and many more common support requests within retail, travel, financial services, manufacturing, and software industries. All of it can happen autonomously, so teams spend less time on mundane tasks and more time on work that matters. New capabilities available to customers within the Freddy Agentic AI Platform include: Freshworks is rolling out the Freddy AI Agent Studio, an integrated set of capabilities to uncomplicate how customer service teams build, test, and launch AI Agents in minutes by a support team member without technical expertise. AI agents can be taught unique skills to autonomously take actions like issuing a refund, checking order status, or updating a customer record. Highlights of the AI Agent Studio include: Skills Library - pre-built templates of skills required by AI Agents to take actions in commonly used applications including Shopify and Stripe Skills Builder - a visual, no-code environment to design and deploy custom skills for AI agents to autonomously resolve service requests like processing a return Freddy AI Agent for email turns inboxes into autonomous support channels. It can analyze incoming messages, drafts contextual replies, and close tickets automatically when a customer confirms the resolution. Highlights include: First-response times can shrink from hours to minutes Repetitive issues are handled efficiently and accurately Scales support without adding agent workload Freddy AI Agents can now deliver even more accurate and speedier employee service by intelligently searching enterprise platforms for the latest documentation while reducing the burden on live service agents. Highlights include: Integrates seamlessly with Slack, Microsoft SharePoint and Teams, delivering support directly through the tools employees already use most Multilingual conversations in over 40 languages for inclusive, personalized assistance Robust security that helps prevent data sharing between accounts Freddy AI Insights for Freshservice makes complex IT analysis easier as it continuously scans service desk activity to detect anomalies, flag trends, and identify root causes through visual maps. Teams can act quickly with clear, explainable data without SQL queries or dashboards. Highlights include: Proactive monitoring of service operations with insights on trending issues, average response and resolution time, SLA violations, and more Root Cause Analysis maps help identify problems at the source Metrics to optimize workforce planning, resolution time and employee satisfaction Freddy AI Copilot is a trusted assistant for service teams by making everyday support tasks smoother and more efficient by writing clear, well-toned replies, connecting related issues, and automatically generating helpful documentation. The newest Copilot capabilities enhance reasoning and context awareness to tackle common pain points in IT and customer service: Intelligent Related Changes - Copilot reviews recent system changes and highlights the most likely causes in Freshservice Reply Suggestions - Copilot reads incoming tickets, searches the knowledge base, and drafts tailored responses for agents to review and send in Freshdesk With these updates, Freddy AI Copilot goes beyond simple assistance – it becomes a partner in delivering faster, more aware support across the organization. '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-Proven ResultsSince its initial release in 2023, Freddy AI has helped over 5,000 organizations streamline service operations and deliver measurable results – up to 70% ticket deflection from AI Agents and up to 50% productivity gains from Freddy AI Copilot. Hobbycraft automated 30% of customer queries with Freddy AI Agent which freed up agents to handle more complex issues, improved customer satisfaction by 25%, enabled hybrid work, and boosted employee engagement Bergzeit auto-triaged more than 200,000 tickets and reduced translation workload by 75% utilizing Freddy AI Copilot with Freshdesk Five9 deflects up to 65% of IT requests with Freddy AI Agent, while also using Freddy AI Copilot to save the IT department 200 hours per month and Freddy AI Insights to help identify service gaps and how to fix them. iPostal1 resolves 54% of support queries automatically with Freddy AI – gains that enabled them to scale and open to over 1.3 million mailbox accounts across more than 3,500 locations without compromising quality, accountability, or employee morale. "The shift toward agentic AI that can autonomously resolve service requests rather than just route them represents a critical evolution in support operations," said Liz Miller, Vice President and Principal Analyst at Constellation Research. "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." Accelerating Freddy AI AdoptionTo make Freddy AI adoption easy, Freshworks is also launching resources that help maximize rapid impact: Freshworks University Courses: A new AI learning hub with tutorials, use cases, and live help. AI Academy for Partners: Technical enablement and training for partners that can help them win more deals and boost revenue. AI Professional Services: A dedicated Freshworks team offering tailored AI strategy, product rollout, and optimization support for larger enterprises facing more complexity. In-product assistance: Prescriptive workflows, videos and guides to help users get up and running. Learn More New product innovations and their availability can be discovered here: The agentic AI platform that uncomplicates customer service AI-powered upgrades that uncomplicate employee experience About FreshworksFreshworks Inc. builds uncomplicated service software that delivers exceptional customer and employee experiences. Its enterprise-grade solutions are powerful yet intuitive, and quick to deliver value. With a people-first approach to AI, Freshworks helps teams be more effective and organizations more productive. More than 72,000 companies — including Bridgestone, New Balance, S&P Global, and Sony Music — trust Freshworks to improve service efficiency and fuel long-term loyalty. For the latest updates, visit and follow Freshworks on LinkedIn, X, and Facebook. © 2025 Freshworks Inc. All rights reserved. Freshworks, Freshdesk, Freshservice, Freddy AI and associated logos are trademarks of Freshworks Inc. All other trademarks are property of their respective owners. Press Contactpr@ in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Time of India
22-05-2025
- Business
- Time of India
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.
Yahoo
12-02-2025
- Business
- Yahoo
Freshworks forecasts annual revenue above estimates on steady software demand
By Jaspreet Singh (Reuters) - Freshworks forecast annual revenue and profit above Wall Street estimates on Tuesday, betting on growing demand for its enterprise software for managing digital operations, sending its shares up 6% in extended trading. The company projected its first-quarter revenue slightly below market expectations but reported upbeat revenue and adjusted profit per share for the fourth quarter. See for yourself — The Yodel is the go-to source for daily news, entertainment and feel-good stories. By signing up, you agree to our Terms and Privacy Policy. Clients turn to artificial intelligence-powered software offered by companies such as Freshworks, ServiceNow and Salesforce to manage their IT services and automate certain business operations. "Our AI is easy to use, easy to get up and running. We have customers that are launching our AI products in an hour," CEO Dennis Woodside said in an interview. "We had one customer come to us, who had been a 13-year customer of ServiceNow. They are a hardware manufacturer," Woodside added, referring to a competitive edge over rivals, particularly in the mid-market segment. Freshworks offers an AI-driven chatbot, Freddy AI, designed to help clients resolve customer inquiries, automate routine tasks and provide tailored solutions. Freshworks forecast its full year 2025 revenue between $809 million and $821 million, the midpoint of which was above analysts' average estimate of $813 million, according to data compiled by LSEG. The company projected annual adjusted profit per share of 52 cents to 54 cents, above estimates of 52 cents. The midpoint of the first-quarter revenue forecast of $190 million to $193 million was slightly below estimates of $192.2 million. Freshworks expects adjusted profit per share forecast of 12 cents to 14 cents for the first quarter, above estimates of 12 cents. Revenue for the fourth quarter ended December 31 grew 22% to $194.6 million, beating estimates of $189.4 million. Its adjusted profit per share of 14 cents in the quarter also exceeded estimates of 10 cents.
