Freshworks refreshes CX platform with AI-powered Freshdesk enhancements
Freshworks Inc. (NASDAQ: FRSH) has launched new Freshdesk capabilities aimed at helping customer experience (CX) teams reduce response times, improve resolution rates, and gain deeper insights into escalations. The innovations allow agents to focus on delivering customer service with creativity, empathy, and efficiency.
The platform update introduces three core components: the Freshdesk Command Center, Vertical AI Agents for industry-specific workflows, and Freddy AI Insights for real-time operational visibility. Together, these features enhance productivity, prevent issues proactively, and accelerate resolutions.
Streamlining operations with the Freshdesk Command Center
The Freshdesk Command Center consolidates multi-channel customer communications into a single workspace. Agents can manage emails, chat, WhatsApp, and social media interactions without switching between apps. AI assists in summarizing conversations, identifying sentiment, and tracking SLA deadlines.
Freddy AI Copilot provides real-time suggestions, generates responses, and initiates actions like refunds, replacements, and activity logging. This streamlining reduces resolution times and empowers agents to focus on more complex customer needs.
Vertical AI Agents and Freddy AI Insights enhance efficiency
Freddy AI Insights delivers leaders proactive alerts for performance anomalies, support spikes, and SLA breaches. Built-in root cause analysis identifies trends, helping managers act decisively before issues impact customers.
Vertical AI Agents, available through Freddy AI Agent Studio, offer prebuilt workflows for eCommerce, fintech, travel, and logistics. They handle tasks such as order tracking, payment processing, loyalty management, and shipment automation. Early adopters report up to 80% of queries resolved instantly, improving both efficiency and service quality.
Gail’s Bakery, Upayments, and iPostal1 have benefited from agentic workflows, automating repetitive tasks and allowing staff to prioritize nuanced customer interactions. “Freddy AI Agent now handles around a thousand inquiries for us every month, which is game-changing for a two-person team,” said Julia Ramil, Customer Experience Manager at Gail’s Bakery.
Michelle Morgan, Research Manager at IDC, noted, “Organizations need faster, easier ways to launch AI agents that do more than answer questions — helping teams focus on high-impact work.” Freshworks’ new Freshdesk capabilities aim to meet this demand, giving CX teams actionable intelligence and automation to drive better customer experiences.
