Freshworks launches AI agent builder to speed up IT support workflows
Freshworks announced Freddy AI Agent Studio at its Refresh conference in New York today, a no-code tool that lets IT and support teams build custom AI agents in weeks instead of quarters. The platform integrates with Freshservice, the company's unified service operations software, and connects to tools like Microsoft Teams, Slack, Workday and Rippling.
The timing reflects a real operational problem: 47% of IT support tickets now arrive outside business hours, yet after-hours response times lag by more than an hour and service level agreements can drop 5%. Freshworks positions the AI agents as a way to provide always-on support without requiring custom development.
What the tool does
Freddy AI Agent Studio uses a no-code environment to let teams customize domain-specific agents. The agents can pull context from third-party tools like Notion, ClickUp and Linear through an MCP Gateway, then execute workflows across connected systems without custom code.
The platform also includes AI Insights and Experience Level Agreements, which measure performance against employee sentiment and business outcomes rather than just ticket volume.
The broader shift
Freshworks frames this announcement around a larger claim: that AI adoption has stalled because of disconnected data, missing context and agents that can't be trusted. The company argues the solution is better service operations architecture, not more AI features.
Bob Laliberte, principal analyst at theCUBE Research, said the conference underscores that "AI is no longer a feature; it's an operating model shift that requires alignment across workflows, governance, and architecture."
For support leaders, the practical question is whether a unified platform with built-in AI agents reduces the operational burden of managing multiple tools. Freshworks' customer list includes Databricks, TaylorMade and Carrefour.
How to follow the announcements
theCUBE will air analyst-led coverage of the event on May 20, featuring interviews with Freshworks executives and industry experts. The company will also stream keynotes on LinkedIn Live and make all sessions available on demand June 4.
Learn more about AI for Customer Support and AI Agents & Automation to understand how these tools fit into broader support operations strategy.
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