Freddy Ai

Freddy AI is Freshworks' no-code AI automation layer for Freshdesk Omni teams, combining AI Agents, Copilot, and Insights with Freshdesk Omni pricing from $29/agent/month billed annually and extra Freddy AI Agent sessions at $49 per 100 after the included 500-session account allocation. The product is positioned around three connected capabilities: AI Agents for autonomous customer resolutions, AI Copilot for human agent assistance, and AI Insights for support leaders who need operational visibility without building manual reports. Freshworks describes Freddy AI as going live in minutes, with ready-to-launch agents, assistance inside the agent workspace, and real-time insights that help teams improve support quality, speed, and CSAT. The core value proposition is not just deflecting simple FAQ traffic; Freddy AI is designed to resolve complex service interactions by taking actions in connected systems, handing off with context when needed, and improving performance over time through AI Agent Studio.

Freddy AI Agent is the autonomous side of the platform. Freshworks says it can resolve up to 80% of queries across chat, messaging apps, and email, and the dedicated AI Agent page states it can speak 60+ languages and deliver an average conversational resolution time of under two minutes. It includes no-code AI Agent Studio, pre-built Vertical AI Agents, 50+ Agentic Workflows, and integrations with systems such as Shopify, Stripe, PayPal, FedEx, and Wix. The agent can do more than answer questions: Freshworks lists actions such as updating records, processing refunds, changing subscription plans, checking inventory, tracking orders, rescheduling appointments, updating loyalty points, creating leads, updating customer profiles, and updating ticket information. For email, Freshworks describes an Email AI Agent that understands incoming email tickets, can reply back and forth when needed, and includes rollout controls plus spam detection for scaling email support automation.