Business
Freshworks Unveils AI Agent Studio in Freshservice to Unlock Service Transformation that Drives Compounding Business Growth
With an AI-powered, unified service operations foundation and new agentic accelerators, IT and business teams can deploy AI their way and move as fast as
About this update from Freshworks Inc.
[{"type":"text","content":"With an AI-powered, unified service operations foundation and new agentic accelerators, IT and business teams can deploy AI their way and move as fast as their business demands\nSAN MATEO, Calif., May 14, 2026 (GLOBE NEWSWIRE) -- At its annual Refresh conference, Freshworks Inc. (NASDAQ: FRSH) Thursday unveiled its vision for Service Transformation, Made Real, alongside an expansion of its agentic capabilities to help organizations scale and govern service confidently across every service domain. Today’s announcement positions Freshworks to deliver what legacy providers cannot: one agile platform connecting service, assets, and incidents; trusted, domain-specific AI grounded in enterprise context; and the choice to build, customize, or deploy bespoke Freddy AI Agents in weeks, not quarters. The urgency of this transformation is supported by new telemetry data identifying a critical support gap in the modern workforce. Analysis of millions of service interactions found that 47% of all IT tickets are now submitted outside standard business hours, yet after-hours response times lag by an extra hour or more, with SLA rates falling as much as 5%. Even as workers are empowered with AI tools to work faster and from anywhere at any time, companies are setting up an employee experience showdown, leaving \"ghost shift\" workers to lose time hunting for faster answers. \"The true measure of AI’s value isn't what it can do, it's what it gives back: time, focus, and the freedom for teams to stop fixing yesterday's problems and start building what's next,\" said Srini Raghavan, chief product officer at Freshworks. \"Our unified ServiceOps foundation, activated with Freddy AI Agent Studio, is the antidote. It delivers immediate, controlled orchestration and the architectural agility to deploy AI in weeks, not quarters, allowing our customers to transform service at the speed their business demands.\" Key benefits and capabilities: Orchestrate autonomous service with Freddy AI Agent Studio: Organizations gain total flexibility to deploy AI on their own terms. Using a no-code studio, teams can create custom AI Agents or start with pre-built, domain-specific AI Agents and further extend capabilities from a new library of agentic workflows. These AI Agents meet employees directly in Microsoft Teams, Slack, or employee portals, connecting to HRIS s...