What is Freddy AI?
Freddy AI is Freshworks’ people-first agentic service platform that helps businesses automate, assist, and analyze service interactions across IT, Customer Support, and broader ESM. Freddy AI is embedded seamlessly into the Freshworks platform without requiring integration or set up time to implement. Featuring three distinct AI solutions throughout our customer and employee service solutions.
Freddy AI Copilot helps service teams in real-time with suggestions, summaries, translations, and smart guidance.
Freddy AI Agents resolve requests independently, handling actions across systems and channels.
Freddy AI Insights identifies root causes, patterns, and trends that turn data into proactive service improvements.
Together, these tools understand, reason, and take action across service operations to help support teams move faster, serve smarter, and focus on solving.
How does Freddy AI work?
Freddy AI’s agentic architecture combines large language models (LLMs), machine learning, and orchestration tools to understand requests, resolve tasks, and deliver insights in real-time. Generative capabilities are powered by enterprise-grade Azure OpenAI models, while discriminative models deliver personalized output customized for each customer. We have designed our technology with this unique combination of tools to provide faster and more accurate support, and because Freddy AI integrates directly with your existing systems and workflows, it fits naturally into the way your teams already operate.
How does Freddy AI protect our data?
Freddy AI is built with enterprise-grade security and transparency at its core. Freddy AI is built on a bedrock of strict trust controls (e.g. encryption, role-based access controls, etc.) to help meet your organizational security and compliance commitments. Guardrails help ensure that Freddy AI behaves predictably and ethically. Data privacy, model explainability, and governance are built-in into our comprehensive trust management framework to reduce risk, support responsible AI use, and uphold Freshworks service integrity.
How does Freddy AI retain our data?
Freddy AI retains data in accordance with Freshworks’ overall data handling policies and regional compliance requirements, which cover both standard service data and AI-specific processing.
See our Data Processing Addendum
Learn more about Microsoft’s policy
How does Freddy AI Insights work?
Freddy AI Insights analyzes patterns in your service data to identify what’s changing, why it’s happening, and how it might impact your business. Freddy AI Insights processes your support data through proprietary discriminative models that analyze time-series signals to surface what’s changing across service desk activity. These models identify the likely causes behind those shifts, and securely managed generative Azure OpenAI models translate the analysis into readable summaries.
How does Freddy AI Insights use my data?
Freddy AI Insights uses your data and models to identify important service trends happening in your environment. They are used to continuously analyze streaming support ticket data to recognize patterns, outliers, changes, and trends. Related data attributes are used to determine why changes occurred, pinpointing the most impactful contributing factors through generative explanations that highlight data-backed analyzes of what’s driving the trend. Customers can opt out at any time by contacting support, at which point the account-specific models are deleted.
How are Freddy AI Insights models maintained and monitored for performance?
Architectural Freddy AI Insights models undergo automated model benchmarking, output quality analysis, grounding accuracy checks, and latency monitoring. If needed, prompts are refined or models are switched to preserve performance integrity. In addition, the Freshworks AI team actively reviews AI output performance and manages prompt tuning or model updates when needed—ensuring long-term reliability.
How do you ensure the security of Freddy AI Insights and other AI offerings?
Our AI products are built on an advanced Freddy AI Trust framework ensuring data security, privacy, and responsible AI use. This includes enterprise-caliber AI safeguards spanning privacy protections, cross- geo redundancy, content safety filters for generative AI, and more. We design and deploy our AI solutions across a foundation of strong data stewardship and principled governance, ensuring that as our capabilities evolve, the safeguards that protect them grow stronger too. Freddy AI aligns with SOC 2, ISO 27001, HIPAA, GDPR, and more. Visit our Trust hub for more details.
Why can't Freddy AI Insights integrate with NLUs / GPT models of my choice?
Freddy AI Insights is built on architecture that prioritizes AI model performance, security, and enterprise readiness. We rigorously evaluate emerging models and deploy only those that meet strict standards for impact, fit, and customer value. This lets us match the right model to the right task, so you benefit from continuous innovation without compromising compliance or stability.
We’re skeptical about AI tools due to compliance or reliability concerns.
Don’t worry, Freddy AI Insights is built with enterprise-grade security and transparency at its core. Freddy AI is built on a bedrock of strict trust controls (e.g. encryption, role-based access controls, etc.) to help meet your organizational security and compliance commitments. Guardrails help ensure that Freddy AI Insights behaves predictably and ethically. Data privacy, model explainability, and governance are built-in into our comprehensive trust management framework to reduce risk, support responsible AI use, and uphold Freshworks service integrity. For more details, we invite you to visit our Trust & Security home.
How can we trust that your AI vision will meet our future needs and keep us competitive?
Freddy AI is purpose-built to address the specific challenges of service operations. Our approach to innovation focuses on delivering measurable improvements in resolution speed, agent productivity, and cost efficiency. Every capability is designed for usability, rapid time-to-value, and long-term ROI—ensuring service teams, employees, and customers alike, benefit from AI without added complexity. By aligning the the AI roadmap to frontline needs, Freddy AI helps organizations scale outcomes in viable, future-proofed ways.
Is our data secure when we try out your AI capabilities?
Yes. Freshworks AI products are built atop an advanced Freddy AI Trust framework ensuring data security, privacy, and responsible AI use. This includes enterprise-caliber AI safeguards spanning privacy protections, cross-geo redundancy, content safety filters for generative AI, and more. We design and deploy our AI solutions across a foundation of strong data stewardship and principled governance, ensuring that as our capabilities evolve, the safeguards that protect them grow stronger too. Read more about Freddy AI Trust here.
Why can't Freddy AI Insights integrate with NLUs / GPT models of my choice?
Freddy AI Insights is built on architecture that prioritizes AI model performance, security, and enterprise readiness. We rigorously evaluate emerging models and deploy only those that meet strict standards for impact, fit, and customer value. This lets us match the right model to the right task, so you benefit from continuous innovation without compromising compliance or stability.
How can we trust that your AI vision will meet our future needs and keep us competitive?
Freddy AI is purpose-built to address the specific challenges of service operations. Our approach to innovation focuses on delivering measurable improvements in resolution speed, agent productivity, and cost efficiency. Every capability is designed for usability, rapid time-to-value, and long-term ROI—ensuring service teams, employees, and customers alike, benefit from AI without added complexity. By aligning AI roadmap to frontline needs, Freddy AI helps organizations scale outcomes in viable, future-proofed ways.
Is our data secure when we try out your AI capabilities?
Yes. Freshworks AI products are built atop an advanced Freddy AI Trust framework, ensuring data security, privacy, and responsible AI use. This includes enterprise-caliber AI safeguards spanning privacy protections, cross-geo redundancy, content safety filters for generative AI, and more. We design and deploy our AI solutions across a foundation of strong data stewardship and principled governance, ensuring that as our capabilities evolve, the safeguards that protect them grow stronger too.
