What is Freshworks AI?

Freshworks AI—powered by Freddy AI—helps businesses automate customer support, sales processes, and internal service operations. It enhances CRM, help desks, and IT service management with intelligent workflows and conversational automation.

Key Features & Capabilities

• AI chatbots for customer support, IT help desks, and internal operations.
• Automated ticket classification, priority scoring, and agent assistance.
• Sales intelligence features like deal recommendations and intent analysis.
• Workflow automation for repetitive tasks across CRM and support systems.
• Unified insights combining customer history, conversations, and behavioral data.
• Seamless integration across Freshdesk, Freshsales, Freshservice, and external platforms.

Freshworks AI is ideal for support teams, sales teams, IT departments, and growing businesses looking to scale efficiently.

‍

How to use

1. Log in to Freshworks and enable Freddy AI features in Admin settings.
2. Choose a product (Freshdesk, Freshservice, Freshsales) and enable AI assistants.
3. Configure canned responses, routing rules, and data sources the assistant may use.
4. Train or tune the assistant with example tickets and priority rules.
5. Deploy assistant to handle first-touch replies, or use suggestions for agents to accept/edit.
6. Monitor bot performance, ticket resolution rates, and refine rules over time.

Note: Freddy supports prebuilt vertical agents and custom connectors — see Freshworks docs for connectors.

‍