Freshworks Unveils AI Agent Studio to Address After-Hours SLA Delays
Freshworks unveiled Freddy AI Agent Studio in Freshservice, allowing no-code deployment of custom AI agents within weeks and integration with Microsoft Teams, Slack, Workday and Rippling. Service telemetry shows 47% of IT tickets occur after hours with SLA delays over one hour and up to 5% drop in SLA rates.
1. Freshworks Launches Freddy AI Agent Studio
Freshworks announced at its annual Refresh conference the launch of Freddy AI Agent Studio within Freshservice, a no-code environment enabling IT and business teams to create or customize domain-specific AI agents in weeks rather than quarters. Agents integrate directly with enterprise tools including Microsoft Teams, Slack, Workday and Rippling to automate workflows from onboarding to payroll.
2. Addressing After-Hours Support Gaps
Service telemetry analysis across millions of interactions revealed 47% of IT tickets are now submitted outside standard hours, facing over one hour of additional response delay and up to a 5% drop in SLA compliance. To address these gaps, the platform offers AI Insights and Experience Level Agreements (xLAs) that link service performance to employee sentiment.
3. Enterprise Integration and ROI Gains
The Model Context Protocol Gateway allows Freddy AI Agents to pull external context from tools such as Notion, ClickUp and Linear without custom code, facilitating complex cross-departmental workflows. Freshservice’s unified ServiceOps foundation, including ITAM and incident management, underpins a consolidated data layer that enterprises say delivers up to 168% ROI over three years.