What it is
Freddy AI is the AI layer of the Freshdesk helpdesk.
What you'd use it for
You would use Freddy AI to resolve service requests rather than only answer them, connecting to back-end systems to process refunds, update orders, and verify details. It is built and deployed through a no-code studio.
Examples of use
A customer has a service request that needs an action, not an explanation. Freddy connects to the back-end system and resolves it rather than just answering.
A shopper asks for a refund. Freddy acts through a connected system to process it, taking the step itself.
A team needs a support agent but has no developers free. They build one in the no-code studio.
A stream of tickets comes into the Freshdesk queue. Freddy triages them automatically as they land.
A common task comes up that the team handles the same way each time. Freddy runs it through a set workflow.
A team already runs the Freshdesk helpdesk. They add Freddy's AI to it without bringing in a separate tool.
How it works
Freddy combines AI models, orchestration tooling, and machine learning in a multi-model approach.
How it compares
Freddy is the SMB and mid-market option among the suites. Where Salesforce Agentforce targets large enterprises, Freshworks competes on ease of entry and lower cost to get started.
What others say
Freshworks is covered in Gartner's CRM Customer Engagement Center Magic Quadrant; Gartner highlights its ease of entry and SMB and mid-market focus. Its exact quadrant placement could not be confirmed.