Freshworks has rolled out three new artificial intelligence-driven capabilities for its Freshdesk platform, aiming to address fragmented customer service environments and the growing expectation for quicker, more personalized support. The enhancements are designed to help service teams manage rising interaction volumes while maintaining efficiency and cost control.
The US-based SaaS company announced the launch of Freshdesk Command Centre, Vertical AI Agents, and Freddy AI Insights, expanding its broader customer experience portfolio. Together, these offerings focus on unifying customer communication channels, automating repetitive service tasks, and delivering actionable insights to service leaders.
According to Freshworks, customer support teams today are under pressure from increasing digital touchpoints and operational complexity. Internal research highlighted that rigid workflows and frequent context switching between multiple tools are major contributors to agent dissatisfaction. Freshworks’ Cost of Complexity Report revealed that 42% of agents struggle with inflexible workflows, while 36% cited the need to toggle between too many applications as a key productivity challenge.
Commenting on the launch, Srini Raghavan, Chief Product Officer at Freshworks, noted that CX leaders want to deliver fast, empathetic service at scale but are often constrained by disconnected systems and outdated processes. He emphasized that Freshworks is working to eliminate unnecessary complexity, helping teams recover lost productivity and enabling leaders to proactively identify both growth opportunities and service gaps.
A Unified Workspace for Agents
At the center of the announcement is Freshdesk Command Centre, a centralized workspace that consolidates conversations from email, chat, WhatsApp, and social media into a single interface. Built on Freshdesk’s existing ticketing and automation framework, it reduces the need for agents to switch between multiple tools during customer interactions.
The Command Centre leverages AI to analyze customer sentiment, highlight SLA deadlines, and provide managers with real-time visibility into open cases and response metrics. Agents can also access contextual customer data—such as order details, subscriptions, shipping updates, and payment information from platforms like Shopify, FedEx, and Stripe—directly within the conversation view.
Embedded within this workspace is Freddy AI Copilot, which assists agents by summarizing lengthy threads, drafting response suggestions, and recommending next actions. With one-click workflow triggers, agents can initiate refunds, replacements, approvals, or activity logging without leaving the interface.
Real-Time Insights and Proactive Alerts
Freddy AI Insights is designed for service leaders, offering continuous monitoring of operational performance. The tool tracks trends and anomalies in real time, issuing alerts for events such as spikes in ticket volumes, SLA violations, or growing backlogs within specific teams.
It also includes built-in root cause analysis, visually linking performance changes to underlying drivers. By converting historical data and AI signals into predictive insights, Freshworks positions Freddy AI Insights as an always-on analytics layer for customer support operations.
Industry-Specific AI Agents
The third pillar of the launch focuses on sector-specific automation through Vertical AI Agents, available via the Freddy AI Agent Studio. These preconfigured agents come with more than 50 ready-made workflows tailored for industries such as eCommerce, fintech, travel, and logistics, allowing organizations to deploy AI agents quickly without building flows from scratch.
The agents integrate with common business systems, including Shopify, Stripe, and FedEx. Depending on the industry, they can handle tasks such as product queries, order tracking, returns management, balance inquiries, payment processing, shipment tracking, booking changes, and feedback collection.
Freshworks reported that early-access customers using these agentic workflows have achieved an average AI deflection rate of 65%, with some organizations resolving up to 80% of customer queries through AI agents—significantly reducing agent workload and handling times for routine requests.
Early Customer Impact
Several customers have already reported tangible benefits. UK-based Gail’s Bakery, which operates over 100 locations, uses Freddy AI Agent to manage high enquiry volumes with a lean support team. The company says the AI now handles around 1,000 queries per month, allowing human agents to focus on more complex, high-value interactions.
Middle East-based digital payments firm Upayments has also deployed agentic workflows across its support operations, citing time savings through automated routing and reduced manual effort. Similarly, digital mailbox provider iPostal1 reported dramatic efficiency gains, completing certain automated support steps in seconds instead of minutes.
Industry analysts note that while interest in AI-powered customer service is high, many organizations struggle with long deployment cycles. According to IDC, solutions that enable faster, action-oriented AI agent deployment are critical for helping service teams save time and focus on strategic, high-impact work.
