Freshworks launches AI capabilities to elevate employee experience and transform complexity into growth

A Freshworks Inc. (NASDAQ: FRSH) announced today during its annual event Refresh, New features in its IT management platform with AI, the Freshservice, which make it easier for teams to solve problems faster, prevent failures early, and proactively identify the factors that drive performance.

Upgrades use artificial intelligence and automation to address a critical challenge facing IT teams: fragmented tools and repetitive manual processes that fuel complexity and consume time, energy and business growth opportunities.

The release includes enhancements to the Freshservice and no Freddy AI's, Which raise the standard of employee experience (EX) and the delivery of services. The Freddy AI Agents enhanced self-service makes it simpler, while integrations with popular digital employee experience (DEX) platforms provide real-time insights into device health, enabling proactive preventative actions.

When a call is opened, Freshservice AI intelligent routing ensures it instantly reaches the right team, accelerating resolution and enhancing the employee experience Freddy AI Insights it now offers IT leaders conversational insights, a simple way to ask questions, and visualize complex service patterns to quickly identify the root causes of problems.

The new Report on the Cost of Complexity, Freshworks reveals a silent crisis: nearly 20% of IT leaders say they have faced burnout or loss of talent in their teams due to software complexity, and 29% of employees cite lost productivity caused by overloaded tools and fragmented channels. Enterprise software has been identified as the main driver of organizational complexity.

“The CIO's mission is clear: to drive business growth and lead the pace of transformation ”NOT just keep systems running. Still, most teams are stuck fighting complexity, which leads to fragmented processes and” reactive practices Srini Raghavan, Chief Product Officer, Freshworks.“O Freshservice proactively incorporates AI-based capabilities into the very fabric of service delivery, adding more intelligence to keep employees and businesses moving”

The new capabilities of Freshservice enable companies to:

''Prevent problems before they impact employees

DEX integrations with Riverbed Aternity and ControlUp help detect and resolve endpoint issues before employees notice them by displaying real-time device and application telemetry data directly in IT calls, providing immediate visibility into system health and performance.

Agents save time with automatic self-mediation and have more detailed audit logs. Intelligent routing with AI directs calls to the right team based on availability, skills, and workload, ensuring more efficient resolution.

For example, if a collaborator's laptop slows down due to a background update, the DEX solution can detect high resource usage and automatically attach to so-called device telemetry information (such as CPU, memory, and active processes.IT teams can identify the cause and resolve the issue remotely, without relying on employee feedback or remote access.In more complex cases, intelligent routing identifies the appropriate team to resolve the incident.

''Transform the way employees seek, request and receive help

Enhanced Freddy AI Agents can now fetch data from Google Drive to deliver more complete answers, process images into calls (such as screenshots of errors), and seamlessly integrate with service portals and employee-wide applications such as Microsoft 365 Copilot, enabling troubleshooting without disrupting workflow.

Porsche eBike Performance benefits from the AI conversational capabilities of Freshservice to deliver intelligent, user-centric IT support. With the platform's multilingual knowledge base, users have immediate access to useful articles in their preferred language, saving time and improving the overall experience.

Identify service patterns more easily through on-demand data visualizations

O Freddy AI Insights now it allows you to turn complex analytics into conversational insights and accessible visualizations make it easy to identify gaps, correlate performance, and recognize growth factors.

Fox Communities Credit Union uses Freddy AI Insights and Ticket Suggester, which automatically sort and mark calls, significantly increasing IT efficiency and scaling support effectively - achieving a first contact resolution rate of 96%.

Freshservice was named “Strong Performer” and received above average customer reviews in The Forrester Wave REPORT: Enterprise Service Management Platforms, Q4 2025.

The platform received the highest scores on the criteria of “Assets Management and Configuration with DISCOVER”, “Workflow and Task Management”, “SHelf-Service Portal, Catalog and Request Management” and “Flexibility and Price Transparency”.

The report highlighted that “ customers praised Freshworks for its ease of use, intuitive design and robust API capabilities.Strongs include proactive alert management, AI-based insights and excellent customer service.”

Tata Consumer Products achieved faster resolution times with Freshservice and Freddy AI Copilot, which enabled IT staff to manage incidents more efficiently, eliminating 40 minutes of incident logging and reducing total response volume by 73%.