The new innovations by Freshworks enable CX teams to focus on their core mission: enable people to do what they do best — deliver customer service with creativity, innovation and empathy.
Freshworks Inc. has unveiled new capabilities at its flagship Refresh event, within Freshdesk, designed to help customer experience (CX) teams reduce response times, enhance resolution rates, and gain clearer insights into issues and escalations that impact efficiency and growth.
The innovations enable CX teams to focus on their core mission: enable people to do what they do best — deliver customer service with creativity, innovation and empathy.
The CX platform update includes three key capabilities.
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First, the new Freshdesk Command Center, a centralised workspace for multi-channel customer conversations and AI capabilities designed to streamline exceptional service delivery.
Second, Vertical AI Agents with prebuilt workflows for ecommerce, fintech, travel, and logistics that significantly reduce repetitive support tasks.
Finally, Freddy AI Insights for Freshdesk that provide leaders real-time visibility into trends impacting support operations, including service anomalies. These three innovations work together to maximise human-agent capacity, proactively prevent customer issues, and accelerate resolution.
“CX leaders want to scale instant, empathetic service without sacrificing quality or time. Yet fragmented systems, outdated tools and redundant processes waste hours of their teams’ time,” said Srini Raghavan, Chief Product Officer of Freshworks.
“Freshworks is breaking that cycle of complexity by uniting how teams work and helping them reclaim hours of lost productivity, enabling teams to meet customer needs with greater speed, and giving leaders an easy way to uncover growth drivers and detractors proactively.”
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The new Freshdesk capabilities are designed to:
Bring Conversations, Context, Intelligence, and Action Together in One Workspace with the Freshdesk Command Center
The Freshdesk Command Center streamlines customer service operations by reducing manual data retrieval and enabling faster response times through AI assistance and process automation.
The consolidation of multiple communication channels and integration of AI capabilities into a single workspace brings together email, chat, WhatsApp, and social media communications, eliminating the need for agents to navigate between multiple applications or tabs.
The platform uses AI to identify conversation sentiment automatically and display SLA deadlines, providing real-time visibility into support operations. Agents can access purchase history, subscription information, FedEx shipping updates, Stripe payment details, and Shopify product data directly within each customer conversation view.
Freddy AI Copilot, Freshdesk’s AI assistant, operates within the command center to provide real-time support to service agents. The AI summarises email threads, generates response suggestions, and provides recommended actions without requiring agents to leave their workspace.
Single-click actions can initiate complete processes, including refund approvals, replacement orders, and automatic activity logging, reducing resolution time for customer requests.
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Detect Escalations and Gain Clarity into Service Operations with Freddy AI Insights
Freshworks’ Freddy AI Insights provides leaders with real-time visibility into performance trends and anomalies, helping them act with precision before issues impact the customer experience.
Teams receive proactive alerts for things like support volume spikes, SLA breaches, and bottlenecks within agent groups. Built-in root cause analysis explains why performance shifts occur, with clear visual breakdowns that empower leaders to act decisively before issues impact customer experience.
Freddy AI Insights functions as an always-on analytics companion, identifying critical patterns, quantifying impacted teams, and turning insight into foresight.
Resolve Customer Queries Instantly with Out-of-the-Box AI Agents
Available through Freddy AI Agent Studio — a place to build, test, and monitor AI agents — the new Vertical AI Agents for eCommerce, fintech, travel, and logistics come with over 50 prebuilt workflows that deliver immediate value by eliminating the need to build from scratch, allowing for faster deployments.
These vertical AI agents are designed to take action, beyond just answering questions. With integrations across business systems like FedEx, Shopify, and Stripe, and the flexibility to create custom agentic workflows in minutes, vertical AI agents deliver complete, industry-specific resolutions.
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Four industries benefit from the following:
- ecommerce: Answer product questions, check inventory, place and track orders, and handle returns or exchanges.
- Fintech: Manage balance and statement inquiries, review credit scores, provide billing details, process payments, and handle updates or cancellations.
- Logistics: Track shipments, schedule pickups, validate documents, automate claims, and manage reverse logistics.
- Travel: Book trips, edit reservations, manage loyalty programs, check travel updates, and capture feedback.
“Every customer service leader wants to leverage AI to automate interactions, and expectations are at an all-time high,” said Michelle Morgan, Research Manager at IDC.
“The challenge is that organisations spend too much time designing and deploying AI agents. They need faster, easier ways to launch agents that not only answer questions but take action — helping teams save time and focus on high-impact work.”
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