Freshworks is committed to simplifying the use of artificial intelligence agents for customer experience and IT service management

In a world where artificial intelligence (AI) is becoming a strategic necessity for businesses, Freshworks is positioning itself as a true pioneer, offering solutions that aim to transform the customer experience and IT service management. As competition intensifies with players such as Zendesk, Salesforce, and ServiceNow, Freshworks demonstrates its commitment to facilitating the integration of AI agents through its innovations. Last week, the software company unveiled new features that promise to reinvent the ITSM and CX landscape, making automation accessible to all. Freshworks: A key player in AI for SMEs and mid-capsAt the heart of the digital revolution, Freshworks has established itself as a key player for small and medium-sized businesses (SMBs) as well as mid-caps. Under the leadership of CEO Denis Woodside, the company has promoted AI as a strategic lever to gain market share from major rivals such as Salesforce and ServiceNow. In 2025, this rapidly evolving market requires solutions that combine simplicity and efficiency. Freshworks’ promise? To make its AI tools accessible to its entire customer base. Since the beginning of the year, more than 3,000 of its 73,000 customers have already integrated the software company’s AI assistants. Murali Swaminathan, Freshworks’ CTO, emphasizes: “Our goal is for all customers to be able to use our AI features.” To meet this ambition, the company has divided its range of tools into three solutions: Freddy AI Copilot, Freddy AI Agent, and Freddy AI Insights. Introducing Freshworks’ AI Tools Following its recent Refresh Europe 2025 conference in London, Freshworks highlighted its new agent capabilities, particularly in its ticketing tool, Freshdesk. The main addition is the Freddy Agentic AI Platform, which offers a series of new features for the two main AI solutions, AI Agent and AI Copilot. The AI Agent Studio, a no-code tool, is designed to be intuitive. It allows users to develop, test, and launch AI agents in less than an hour using a drag-and-drop system. This studio includes two key features: a set of skills and the Skills Builder. Skills: These preconfigured templates facilitate the integration of simple actions, particularly for the e-commerce platform Shopify and the payment service Stripe. Skills Builder: Allows the creation of automated action flows triggered by powerful language models. An AI agent can thus manage numerous processes, ranging from flight bookings to inventory verification and refund management. The potential for innovation is vast, particularly with integrations with communication tools like Slack, Microsoft Teams, and others.Features tailored to business challenges

Freshworks focuses on diverse sectors such as retail, tourism, finance, and manufacturing. This broad scope allows it to adapt to the specific needs of each client. A concrete example of this approach is the ability of AI agents to autonomously handle support tickets, classify emails, and even interact with customers in multiple languages, including French.

Advanced Automation with Freddy AI Copilot and Freddy AI Insights Beyond AI Agent, Freshworks also introduces Freddy AI Copilot and Freddy AI Insights , tools designed to optimize the IT Service Management (ITSM) system. The first, Freddy AI Copilot, provides valuable assistance to IT teams by identifying recently changed elements related to an incident and determining its root cause.This feature also offers a range of tools to help technicians respond quickly to requests, using language models to both create resolution documents and categorize tickets by title. This significantly reduces wait times and improves customer satisfaction.

Features

Freddy AI Copilot

Freddy AI Insights Changed Element IdentificationYes NoRoot Cause Sourcing

Yes

No Performance Alerts
No Yes

Ticket Statistics

Yes

Using

Freddy AI Insights , IT managers can also receive alerts in the event of abnormal fluctuations in ticket volume or resolution times. It’s a true dashboard for anticipating and proactively resolving issues. Freshworks’ Integrated Trust Layer Behind these tools, Freshworks maintains an encrypted architecture with its Freddy AI Trust Layer. This layer ensures information security and ensures that only relevant data is accessible to AI systems. This reflects a strong commitment to data protection, which is essential in an increasingly regulated business environment. Murali Swaminathan explains, “Everything goes through this trust layer, which filters sensitive content and information.”

The future of AI with Freshworks: a long-term commitment

As Freshworks continues to expand its arsenal of AI-powered tools, it’s becoming crucial to consider what this means for the future of small and medium-sized businesses. Operational efficiency and customer experience are two major areas where AI tools can have a direct impact.	With rising concerns around data privacy and compliance challenges, Freshworks is innovating by offering solutions that don’t compromise security. Furthermore, access to advanced language models, such as those offered by companies like Oracle Service Cloud, SAP Customer Experience, and others, gives Freshworks a distinct competitive advantage. Businesses must ask themselves: how can they leverage these innovations while strengthening their own management strategy?	Conclusion: A Call to Action for Innovation
The technology landscape is evolving rapidly, and with companies like Freshworks at the forefront, it’s essential for SMBs and mid-sized businesses not to be left behind. Implementing AI solutions in customer experience and IT service management is no longer an option, but a requirement to remain competitive. By leveraging the innovations of AI agents like Freddy, businesses can not only improve their efficiency but also reinvent the way they interact with their customers. The future looks bright, and it’s up to every company to take the first step toward this transformation.