July 21, 2025
AI Copilots Are Saving Support Teams Thousands of Hours in 2025
According to the 2025 Customer Service Benchmark Report by Freshworks, AI in customer service has become a business-critical tool. The data shows that 32% of customer service practitioners already use AI, while 47% of companies that haven’t yet adopted AI plan to do so by 2025. The data shows that AI has moved from pilot programs into real-world applications, delivering measurable impact across industries.
Customer service teams have long struggled with high ticket volumes, repetitive queries, and stretched human resources. Hiring more agents is often unsustainable. In 2025, 53% of practitioners report managing growing ticket volumes without increasing headcount as their top challenge.
AI is reshaping this dynamic. Tools like Freddy AI Agent and Freddy AI Copilot are enabling teams to handle more queries without compromising quality. From automating routine tasks to supporting human agents with intelligent suggestions, AI is boosting both productivity and customer satisfaction.
Automating the Routine with Freddy AI Agent
Freshworks data shows that businesses are increasingly using AI to automate Level 0 (L0) queries, such as password resets or refund policies. These queries typically don’t require human intervention and eat up valuable agent time. For instance, with Freddy AI Agent, teams can deflect a significant portion of tickets before they ever reach a live agent.
Deflection rates speak volumes: in 2025, AI agents deflected 53% of retail queries, 52% in manufacturing, and 45% in business services. These high deflection rates not only reduce operational costs but also help teams focus on more complex interactions.
Supercharging Human Agents with Freddy AI Copilot
For issues that do require a human touch, Freddy AI Copilot acts as an assistant. It summarises long customer conversations, suggests relevant solutions, and even enhances response tone and writing. As many as 56% of agent time is saved when using Copilot’s Summarizer, and 67% of agents report improved response quality.
Across industries, companies using Copilot report up to 43% improvement in first response times and 35% reduction in resolution time. For instance, Software & Internet companies using Copilot have seen response time improvements of 42.7% and resolution time cut by 35.2%.
Messaging Channels Set the Pace
Speed and convenience are driving the rise of messaging-based customer service. Whether via web widgets, WhatsApp, or Instagram, trendsetters now average first response times under 20 seconds and resolve queries in under four minutes. AI agents are essential here, with 83% of top-performing teams using them to maintain high CSAT scores. often near 100%.
AI’s Industry Impact
- Retail & eCommerce: AI agents are resolving over half of customer queries without human help, significantly reducing wait times and scaling support.
- Software & Internet: AI Copilot helps manage complex technical queries quickly, improving accuracy and productivity.
- Business Services: AI is streamlining workflows and reducing repetitive tasks, with 41% of companies using Copilot in over 50 tickets/month.
From improving SLA compliance to lowering reopen rates, AI is helping businesses not only meet but exceed their service goals.As we move further into 2025, those still hesitant about AI adoption are falling behind. Meanwhile, forward-looking teams are leveraging tools like Freddy AI to drive efficiency, reduce costs, and deliver faster, smarter support across every customer interaction.
