November 17, 2025
Freshworks Updates Freddy AI with New Vertical Agents
Launched back in the early summer, Freddy AI has been getting his feet under Freshworks users’ desks for some time now.
Now Freshworks has announced major updates to both its CX and IT product lines. The broader push aims to bring AI deeper into enterprise service delivery, with new features including:
- New Vertical AI Agents in Freshdesk for CX teams. Some customers are already seeing up to 80% of tickets resolved by AI.
- Expanded AI capabilities in Freshservice for IT teams to win over employees.
The news from Freshworks’ latest Refresh event has seen strong customer demand (24% YoY growth) and an increasing number of companies switching from ServiceNow. That’s as the company highlights the cost of complexity in much of IT and services.
Results from the Real World
Examples of success and value from Freshworks highlighted during the event include:
- Tata Consumer Products experienced faster resolution times with Freshservice and Freddy AI Copilot, which gave its IT team a way to efficiently manage incidents, eliminating 40 minutes of logging incidents and reducing overall incident response volume by 73%.
- Fox Communities Credit Union uses Freddy AI Insights and its Ticket Suggester feature, which automatically tags and classifies tickets, to significantly enhance its IT efficiency and scale support effectively, hitting a 96% first-contact resolution rate.
Freddy AI Insights now features the ability to transform complex analytics into conversational insights and easy-to-access charts and visualizations to identify gaps, correlate performance, and find growth drivers.
- Porsche eBike Performance benefiting from Freshservice’s AI-powered conversational support capabilities to deliver intelligent, user-centric IT. With Freshservice’s multilingual knowledge base, users can access helpful articles in their preferred language for immediate self-service, saving time and improving the employee experience.
Enhanced Freddy AI Agents can now search Google Drive to access more data and provide richer answers, process images within tickets (like screenshots of errors), and integrate seamlessly with both service portals and popular apps employees already use, like Microsoft 365 Copilot to resolve issues without breaking their flow or focus.
CXM has interviewed a number of Freshworks customers over the year, and we’ll check back with them to see what they make of the new features. Freshworks has a Virtual Refresh summit running tomorrow (18th November) for more on these and other improvements.
