by Duncan Riley
Freshworks Inc. today unveiled an expanded set of agentic capabilities in its Freshservice information technology service management platform led by a new no-code Freddy AI Agent Studio that lets enterprises build, customize, or deploy prebuilt artificial intelligence agents across service workflows.
The announcements, made at the company’s annual Refresh conference, also includes a Model Context Protocol Gateway for connecting Freddy AI to third-party tools and a new analytics layer called AI Insights with Experience Level Agreements.
Freshworks is pitching the release as a unified foundation for what it calls “service transformation,” tying service, asset and incident data into a single layer that artificial intelligence agents can act on without the data cleanup required on legacy platforms. The company argues that its approach lets customers move agents from pilots into production in weeks rather than quarters.
Freddy AI Agent Studio allows teams to spin up custom agents in a no-code environment or start from domain-specific templates, then deploy them into Microsoft Teams, Slack or employee portals. The agents connect to human resources information systems, including those from Workday Inc. and Rippling People Center Inc., to run workflows like onboarding and payroll requests.
