Freddy AI

Freddy AI is Freshworks' unified agentic AI platform that operates across Freshdesk (customer service), Freshservice (IT service management), and Freshsales (CRM). The platform comprises three core components: Freddy AI Agent, which autonomously handles customer and employee queries across email, chat, WhatsApp, social media, Microsoft Teams, and Slack with the ability to execute transactional actions like processing refunds, updating subscriptions, and tracking shipments; Freddy AI Copilot, which works alongside human agents to suggest replies, summarize conversations, translate messages across 60+ languages, perform sentiment analysis, and automate routine tasks; and Freddy AI Insights, which proactively surfaces trends, anomalies, and root causes across service metrics through conversational analytics. The platform includes the AI Agent Studio, a no-code visual builder for creating custom autonomous agents, plus 50+ prebuilt Vertical AI Agents for ecommerce, fintech, travel, and logistics that can resolve up to 80% of common queries.