Freshworks Inc. has announced a significant expansion of its AI capabilities across Freshservice, Freddy AI Agent, and Freddy AI Insights—reveiled at the company’s annual Refresh event. These updates aim to reduce organizational complexity, accelerate service operations, and elevate the overall employee experience (EX) by unifying fragmented tools and automating repetitive workflows that drain IT teams.
The upgraded Freshservice platform now integrates deeper automation and intelligence into every stage of service management, helping companies spot issues earlier, route requests more accurately, and empower employees to find answers faster. At a time when IT teams are overwhelmed by the growing sprawl of enterprise software, Freshworks’ enhanced offerings focus on proactive support rather than the traditional reactive approach.
A key part of the announcement includes enhanced Freddy AI and Freshservice features designed to simplify enterprise service experiences. Freddy AI Agents now deliver richer, more intuitive self-service by tapping into documents stored in Google Drive, interpreting screenshots shared within tickets, and connecting seamlessly with tools employees already use daily, such as Microsoft 365 Copilot. This ensures support can be accessed without disrupting workflow.
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Freshservice’s AI-powered Intelligent Routing automatically assigns requests to the most suitable team based on availability, complexity, and proficiency—cutting down triage times and boosting employee satisfaction.
The platform also connects with leading Digital Employee Experience (DEX) solutions, including Riverbed Aternity and ControlUp, to surface real-time device telemetry directly inside tickets. With this visibility, IT teams can detect issues—such as slow laptops or application failures—before they impact productivity, and in many cases resolve them remotely through auto-remediation.
Freddy AI Insights introduces a more interactive way for IT leaders to interpret data. Through conversational prompts, leaders can generate dynamic visualizations that expose service trends, root causes, and performance gaps without manually digging through complex dashboards.
Organizations like Fox Communities Credit Union are already leveraging Freddy AI Insights and the Ticket Suggester to streamline classification and boost efficiency, achieving a notable 96% first-contact resolution rate.
Freshworks’ newly released Cost of Complexity Report highlights how increasingly complicated enterprise software ecosystems are taking a toll on organizations. According to the report:
Nearly 20% of IT leaders have experienced team burnout or attrition due to complex systems.
29% of employees say fragmented tools and bloated processes reduce their productivity.
Business software remains the top culprit behind organizational complexity.
Srini Raghavan, Chief Product Officer at Freshworks, emphasized the shifting expectations of modern CIOs:
“The mandate for CIOs is no longer maintenance—it’s growth. Yet many teams are held back by complexity. Freshservice embeds intelligence into service delivery so employees and businesses can move forward with confidence.”
Freshservice was recently named a Strong Performer in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025, earning above-average customer satisfaction scores. The platform achieved the highest possible rating in several key categories including:
Asset and configuration management with discovery
Workflow and task orchestration
Self-service and request management
Pricing flexibility and transparency
Forrester noted Freshservice’s intuitive design, powerful APIs, proactive alerting, and strong AI-driven insights as standout strengths.
With these advancements, Freshworks positions Freshservice as a modern AI-first service management solution that helps companies prevent issues before they surface, streamline support operations, and build trust with employees. By combining DEX integrations, AI-powered automation, conversational insights, and enhanced routing, the platform aims to reduce the burden on IT teams while driving efficiency at scale.
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