Freshworks Inc.FRSH

Announced AI Agent Studio and MCP Gateway for Freshservice.

“• Announced AI Agent Studio and MCP Gateway for Freshservice.”

Offers AI offerings including Freddy AI Agent to enhance experiences and boost productivity.

“We provide people-first AI service software that organizations use to deliver exceptional employee and customer experiences. Our employee experience (EX) products include Freshservice, Freshservice for Business Teams, Device42 and FireHydrant. Our customer experience (CX) products include our Freshdesk suite of products. Our AI offerings, which include Freddy AI Agent, Freddy AI Copilot and Freddy AI Insights, further enhance the employee and customer and employee experience and are designed to boost productivity.”

Freshworks promotes Freddy Agentic AI and Freshservice roadmap toward 2028.

“Freshservice is on a path to ~$1B in ARR in 2028 >$600M ARR ~20,000 ~5x ARR Customers Globally Over the past 5 years EOY 2026 FireHydrant ITOM Freddy Agentic AI Freshservice for Device42 Business Teams ITAM Freshservice Freddy AI ESM ITSM 2014 2022 2024 2026 © 2026 Freshworks Inc. All rights reserved.”

Freshservice AI platform includes copilot, insights, agents and integrations.

“Freshservice — AI-first platform for IT and beyond ChatGPT Claude Slack MS Teams Portal Email Voice Chat AI Copilot AI Insights AI Agents MCP Gateway Autonomous resolution Human augmentation Intelligence & visibility Extensibility & choice ITSM | ITAM | ITOM | ESM �� Context Layer from Configuration Management Database �� Knowledge Base�� Workflows�� Identity & Access�� Incident History�� Alerts Access Mgmt DevOps HCM Remote Support Endpoint Mgmt © 2026 F © 2026 Fr reshworks Inc. All rights r eshworks Inc. All rights reser eserv ved. ed.”

Freshworks highlights unified platform, domain AI, rapid deployment and customer quotes.

“Our core differentiators Unified platform Domain-specialized AI Rapid impact Trusted partner at scale ● Unified platform for ● Superior AI built on a decade ● No code setup, intuitive UX ● Transparent, predictable managing IT services, asset of service data, workflows with built in best practices pricing and operations and domain context ● Fast implementations (80% ● ITIL certified with enterprise ● Unify service needs for IT, ● ~45 AI service workflows for of deployments live in <12 grade support HR, Finance and all lines of leaders, admins, agents and weeks) ● Deep R&D investment; business employees - all natively ● Low maintenance and low built-in security, compliance, infused in the platform overhead = Low TCO governance controls n “Everyone uses Freshservice. It has “Freddy AI Agent helps in triaging “Freshservice's no-code “Our implementation journey been instrumental in streamlining tickets, suggests the right category, capabilities, automation was seamless. They understood our operations not only within the and helps our agents to view similar features, and time to value made our challenges and made IT department but also across cases solved in the past. It is a it the obvious choice for us. customizations to suit our various business functions...” great support in our IT ecosystem.” needs directly.” © 2026 Freshworks Inc. All rights reserved.”

Seagate deployed Freddy AI Agent and Device42 with Freshservice for ITSM.

“Seagate modernized global ITSM Industry - Technology (Data Storage & Infrastructure) in 3 months with Freshservice Region - Global Business Challenge Freshworks Solutions About the Customer Seagate is a global leader in data storage, supporting Seagate needed to migrate ● Freddy AI Agent deployed via MS Teams deflects large-scale enterprise and cloud environments. With 32% of support volume, resolving common 30,000 users to a new 30,000+ users worldwide, the company needed to requests before they reach the service desk ITSM platform in just three modernize ITSM quickly. Its legacy system was costly, ● Device42 replaced manual asset tracking with months, replacing a inflexible, and slowing down automation. automated discovery across Seagate's hybrid 14-year-old system that infrastructure, syncing directly into Freshservice was costly, inflexible, and ● Freddy Copilot put AI-assisted recommendations blocking AI and in agents' hands at the point of work, accelerating automation adoption. resolution with no formal training required After one year, nobody remembers what our previous platform was. What that means is the adoption has Results gone very well and people are happy. 32% 42% Vinod Pasi, Ticket deflection Better resolution time VP & Global Head of IT Infrastructure rate with Freddy AI than industry standard © 2026 Freshworks Inc. All rights reserved.”

Freshworks describes shift to hybrid monetization including AI agent tokens and resolutions.

“Our monetization model is diversifying as product capabilities expand 2023: Seat-Based Model Today: Emerging Hybrid Model 2028E: Fully Hybrid Model ● Primarily selling seats for IT ● Seat-based for IT agents and ● Flexible pricing across: agents and non-IT users non-IT users ○ Agents ● Limited asset-based pricing for ● Asset-based for advanced ITAM ○ Assets lightweight ITAM offering ○ Events ● Alert-based for ITOM On-Call ○ Resolutions ○ Tokens ● Session-based for AI Agents ○ Employees Seat growth remains robust | Non-seat ARR rapidly expanding © 2026 Freshworks Inc. All rights reserved.”

Freshworks announces AI Agent Studio, no-code builder and MCP Gateway for Freshservice.

“What we are announcing today AI Agent Studio Freshservice ● Domain-specific HR & IT AI agents ITAM & ITOM ● No-code agent builder Live map your entire IT estate and unify ● Deep enterprise context & actions your infrastructure and operations for ● Expansive library of agentic AI-powered service transformation workflow MCP Gateway XLAs & Bridge Freshservice intelligence Executive Overview Insights with the third-party AI tools of ● Experience Level Agreements (XLAs) your choice ● CIO dashboard - AI summaries, performance drilldowns © 2025 F © 2026 F © 2025 Fr r reshworks Inc. All rights r eshworks Inc. All rights r eshworks Inc. All rights reser eser eserv v ved. ed. ed. + Freshservice for Business Teams”

Freshworks offers Freddy AI Agent, Copilot and Insights to enhance its EX and CX products.

“We provide people-first AI service software that organizations use to deliver exceptional employee and customer experiences. Our employee experience (EX) products include Freshservice, Freshservice for Business Teams, Device42 and FireHydrant. Our customer experience (CX) products include our Freshdesk suite of products. Our AI offerings, which include Freddy AI Agent, Freddy AI Copilot and Freddy AI Insights, further enhance the employee and customer and employee experience and are designed to boost productivity.”

Freshworks offers Freddy AI Agents, Copilot and Insights to enhance its EX and CX products.

“We provide people-first AI service software that organizations use to deliver exceptional employee and customer experiences. Our employee experience (EX) products include Freshservice, Freshservice for Business Teams, Device42 and FireHydrant. Our customer experience (CX) products include our Freshdesk suite of products. Our AI offerings, which include Freddy AI Agents, Freddy AI Copilot and Freddy AI Insights, further enhance the employee and customer experience and are designed to boost productivity. Currently, nearly 75,000 companies use Freshworks' uncomplicated solutions to increase employee efficiency and customer loyalty.”

Freshservice incorporates Freddy AI agents, copilot and insights for employee and service support.

“Freshservice incorporates AI capabilities to improve the productivity of employees, service agents, and organizational leaders by providing insights that support faster, data-driven decision-making. Its AI agents, powered by Freddy AI, help employees resolve issues, make requests, and access information through conversational interfaces without requiring direct interaction with the service desk. Freshservice also provides Freddy AI Copilot for EX which includes AI-assisted tools designed to help agents summarize tickets, generate responses, automate routine tasks, and enhance consistency and accuracy in service delivery. In addition, the platform offers Freddy AI Insights, which includes AI-driven insights that help organizations identify operational trends, detect anomalies, and analyze underlying drivers of service performance. These capabilities support proactive decision-making and enable teams to investigate issues, visualize key metrics, and derive insights without manual reporting. Freshservice also includes dashboards and analytics that enable organizations to monitor performance and optimize service operations across on-premises, hybrid, and cloud environments.”

Freddy AI with agents, copilots and insights is embedded across Freshworks EX and CX products.

“• Native AI products. Our AI products include Freddy AI, embedded across our EX and CX products to assist, automate, and analyze service workflows. Freddy AI comprises AI Agents capable of reasoning and autonomous support actions, assistive AI Copilots for workflow guidance and acceleration, and AI Insights for proactive insights and conversational insight generation. These capabilities are designed to help resolve requests, provide contextual assistance, and surface insights within product experiences across the service lifecycle.”

Freddy AI Agents, Copilot and Insights provide conversational assistance, coaching and proactive metrics within products.

“Freddy AI Agents provide always-on, conversational assistance to customers and employees, enabling them to resolve issues quickly and efficiently across channels. Freddy AI Copilot acts as a coach and collaborator that helps boost agent productivity and performance by summarizing tickets and conversations, suggesting responses, and providing quality coaching and feedback after every interaction. Freddy AI Insights automatically monitors key support metrics, detects anomalies, and delivers proactive insights with visual root cause analysis—helping leaders identify and fix issues before they impact satisfaction or revenue. Leaders can also ask plain-English questions to instantly generate charts and reports through a conversational interface, making data-driven decisions faster and easier within our products.”

Use of generative and agentic AI in products may cause operational, legal and reputational harm.

“We use generative and agentic artificial intelligence, including in certain of our products and services, which may result in operational challenges, legal liability, reputational concerns and other negative consequences that could adversely affect our business and results of operations.”

Deployment of generative and agentic AI in products carries operational, legal, reputational and competitive risks.

“We deploy generative and agentic AI into certain of our products and services, which may result in adverse effects to our operations, legal liability, reputation and competitive risks, and other adverse consequences. The rapid evolution of AI and the use of generative and agentic AI may lead to challenges, concerns and risks that are significant or that we may not be able to predict, especially if our use of these technologies in our products and services becomes more important to our operations over time. For example, there is ongoing litigation over whether the use of copyrighted materials to train certain AI models is lawful, and the impact of decisions in such litigation on our use of AI tools is unknown.”

Freshworks launched Vertical AI Agents and other capabilities to help CX teams improve response times and resolution rates.

“• Launched new capabilities including Freshdesk Command Center, Vertical AI Agents, and Freddy AI Insights to help CX teams reduce response times, enhance resolution rates, and gain clearer insights into issues and escalations that impact efficiency and growth.”

Freshworks offers Freddy AI Agent, Copilot and Insights for CX and EX products.

“We build uncomplicated service software that delivers exceptional customer and employee experiences. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. We provide our solutions in two product families: Customer Experience (CX) and Employee Experience (EX). CX products include Freshdesk, Freshdesk Omni, Freshchat, Freshsales, and Freshmarketer. EX products include Freshservice, Freshservice for Business Teams and Device42. Our latest generative AI solutions, Freddy AI Agent, Freddy AI Copilot and Freddy AI Insights, further enhance the customer and employee experience. Freddy AI Agent offers always-on, autonomous, personalized resolutions to customer and employee queries. Freddy AI Copilot provides contextual assistance for customer support, employee support, marketing and sales use cases to boost productivity. Freddy AI Insights empowers leaders with proactive, data-driven intelligence to make fast and informed decisions that help businesses optimize customer and employee service delivery.”

Freshworks lists Freddy Agentic AI and Freddy AI Agent in its portfolio.

“The EX and CX portfolio powered by AI Employee Experience (EX) Customer Experience (CX) Freshservice Freshservice Device42 Freshdesk Omni Freshdesk Freshchat Freshcaller for Business Teams Freddy Agentic AI Freddy AI Agent Freddy AI Copilot Freddy AI Insights © 2025 Freshworks Inc. All rights reserved.”

Freshworks plans to accelerate Freddy AI and agentic AI adoption.

“3 year growth algorithm: Build | Scale | Expand Core Products Continuing to mature our flagship New Adjacencies products to increase market share EX: Advanced integrations, AI in ITSM/ITOM, and vertical expansion with deeper enterprise capabilities. $1B+ CX: Deepen ticketing and unify channels while total ARR streamlining the product portfolio. Scale ITAM and ESM with deeper enterprise Add-on Products capabilities $100M+ Scaling our investments in products Accelerate Freddy AI adoption with Copilot with demonstrated product-market fit ARR each and agentic AI ESM, ITAM, AI New Adjacencies Strategic Evaluate and invest in emerging areas Placing strategic bets that become (e.g. AI Ops, Workforce Engagement, SecOps) the scaled businesses of tomorrow Bets © 2025 Freshworks Inc. All rights reserved.”

Freshworks plans to accelerate Freddy AI and agentic AI adoption.

“3 year growth algorithm: Build | Scale | Expand Core Products Co Contin ntinui uing ng t to o m ma at tur ure e our our f flags lagshi hip p New Adjacencies products to increase market share products to increase market share EX: Advanced integrations, AI in ITSM/ITOM, and vertical expansion with deeper enterprise capabilities. $1B+ CX: Deepen ticketing and unify channels while total ARR streamlining the product portfolio. Scale ITAM and ESM with deeper enterprise Add-on Products capabilities $100M+ Scaling our investments in products Accelerate Freddy AI adoption with Copilot with demonstrated product-market fit ARR each and agentic AI ESM, ITAM, AI New Adjacencies Strategic Evaluate and invest in emerging areas Placing strategic bets that become (e.g. AI Ops, Workforce Engagement, SecOps) the scaled businesses of tomorrow Bets © 2025 Freshworks Inc. All rights reserved.”

Freshworks plans to accelerate Freddy AI and agentic AI adoption.

“3 year growth algorithm: Build | Scale | Expand Core Products Continuing to mature our flagship New Adjacencies products to increase market share EX: Advanced integrations, AI in ITSM/ITOM, and vertical expansion with deeper enterprise capabilities. $1B+ CX: Deepen ticketing and unify channels while total ARR streamlining the product portfolio. Scale ITAM and ESM with deeper enterprise Add-on Products capabilities $100M+ Scaling our investments in products Accelerate Freddy AI adoption with Copilot ARR each with demonstrated product-market fit and agentic AI ESM, ITAM, AI New Adjacencies Strategic Evaluate and invest in emerging areas Placing strategic bets that become (e.g. AI Ops, Workforce Engagement, SecOps) the scaled businesses of tomorrow Bets © 2025 Freshworks Inc. All rights reserved.”

Freshservice offers 24/7 self-service with AI Agent powered by Freddy AI.

“EX Enterprise grade for complex, upmarket needs… IT Service Management IT Asset Management • 24/7 Self Service with AI Agent• Asset lifecycle management • License and compliance management • Agent Assistance • Asset lifecycle management • Omnichannel and multilingual support • Configuration management database • Problem detection and resolution • Data center and cloud • Knowledge center infrastructure management • AI driven business insights • Intelligent incident resolution Financial savings in IT equipment 30% • Workflow and process automation EX and software consolidation Ticket deflection with generative 53% AI-powered self-service Enterprise Service Management IT Operations Management • Case and knowledge management • Alert consolidation • On-call management• Automate key employee workflows • Real-time visibility into infrastructure health• Document Management • Autonomous workspaces Automated remediation for major incidents • Service level attainment agreement Employee satisfaction scores 97% 96% Powered by Freddy AI Source: Freshservice Benchmark Report 2025; ITAM savings based on implementation with large software company © 2025 Freshworks Inc. All rights reserved.”

Freshworks platform uses Freddy AI Agent for IT management outcomes.

“EX Freshworks is transforming IT with a unified, AI-powered, IT management platform CIOs & IT Leaders Service Teams Employees Tight integration with Freshservice ITSM, ITOM Seamless access through Enterprise Systems and ITAM powered by Device42 Slack, Microsoft Teams Freddy AI Insights Freddy AI Copilot Freddy AI Agent O U T C O M E S Faster decision making Faster issue resolutions Superior employee experience Lower cost from automation Higher agent productivity Higher employee satisfaction © 2025 Freshworks Inc. All rights reserved.”

Freshworks launched Freddy AI Agent Studio for creation and deployment of autonomous AI agents.

“• Announced in June at Refresh Europe, the next generation of Freddy Agentic AI Platform, including the launch of Freddy AI Agent Studio—a no-code platform that simplifies the creation and deployment of autonomous AI agents, making it easier for businesses to scale customer support.”

Freshworks Freddy AI Copilot and AI Agent products reached over $20M in combined ARR.

“• Freddy AI Copilot and Freddy AI Agent products crossed $20M in combined annual recurring revenue.”

Freshworks offers Freddy AI Agent and Freddy AI Copilot to enhance customer and employee experiences.

“We provide people-first, AI service software that organizations use to deliver exceptional customer and employee experiences. We provide our solutions in two product families: Customer Experience (CX) and Employee Experience (EX). CX products include Freshdesk, Freshdesk Omni, Freshchat, Freshsales, and Freshmarketer. EX products include Freshservice, Freshservice for Business Teams and Device42. Our latest generative AI solutions, Freddy AI Agent and Freddy AI Copilot, further enhance the customer and employee experience. Freddy AI Agent offers always-on, autonomous, personalized resolutions to customer and employee queries. Freddy AI Copilot provides always-on contextual assistance for customer support, employee support, marketing and sales use cases to boost productivity.”

Freshworks provides Freddy AI Agent for autonomous resolutions and Freddy AI Copilot for assistance.

“We provide people-first, AI service software that organizations use to deliver exceptional customer and employee experiences. We provide our solutions in two product families: Customer Experience (CX) and Employee Experience (EX). CX products include Freshdesk, Freshdesk Omni, Freshchat, Freshsales, and Freshmarketer. EX products include Freshservice, Freshservice for Business Teams and Device42. Our latest generative AI solutions, Freddy AI Agent and Freddy AI Copilot, further enhance the customer and employee experience. Freddy AI Agent offers always-on, autonomous, personalized resolutions to customer and employee queries. Freddy AI Copilot provides always-on contextual assistance for customer support, employee support, marketing and sales use cases to boost productivity.”

Freshworks offers Freddy AI Agent and Freddy AI Copilot to enhance customer and employee experiences.

“We provide people-first, AI service software that organizations use to deliver exceptional customer and employee experiences. We provide our solutions in two product families: Customer Experience (CX) and Employee Experience (EX). CX products include Freshdesk, Freshdesk Omni, Freshchat, Freshsales, and Freshmarketer. EX products include Freshservice, Freshservice for Business Teams and Device42. Our generative AI offerings, Freddy AI Agent and Freddy AI Copilot, further enhance the customer and employee experience. Freddy AI Agent offers always-on, autonomous, personalized resolutions to customer and employee queries. Freddy AI Copilot provides always-on contextual assistance for customer support, employee support, marketing and sales use cases, designed to boost productivity. Currently, over 72,000 companies use Freshworks' uncomplicated solutions to increase employee efficiency and customer loyalty.”

Freshworks offers Freddy AI Agent for conversational customer support across channels.

“Freddy AI Agent for CS provides always-on, conversational assistance to customers, enabling customers to resolve issues quickly and efficiently across channels. Available in multiple languages, Freddy AI Agent is designed to be easy to deploy and manage. Businesses can simply connect their knowledge sources (documents, PDFs, public URLs) to get started, with no requirement for complex decision tree flows or heavy setup efforts. Freddy AI Copilot acts as a coach and collaborator that”

Freshworks offers Freddy AI Agents as virtual agents in Freshservice for employee support.

“Freshservice harnesses the power of AI to transform the way employees, service agents, and business leaders work by replacing forms, lists, and queries with conversational, collaborative, and omnichannel experiences. Freshservice can leverage virtual agents called Freddy AI Agents designed to provide always-on, trustworthy and conversational service to help employees resolve issues, make requests, and answer questions without contacting the service desk. Freshservice also utilizes Freddy AI Copilot and is designed to increase agent productivity by automating routine work like summarizing tickets, generating responses, and creating consistent tone and clarity of responses.”

Freshworks offers Freddy AI Agent for personalized support and Freddy Copilot for user assistance.

“• Freddy AI is Freshworks' native AI engine that brings the power of generative AI to all Freshworks products. Customers are able to gain personalized support via Freddy AI Agent, contextual user assistance via Freddy Copilot, and actionable insights via Freddy Insights.”

Freshworks offers Freddy AI Agent and Freddy AI Copilot to enhance customer and employee experiences.

“We provide people-first, AI service software that organizations use to deliver exceptional customer and employee experiences. We provide our solutions in two product families: Customer Experience (CX) and Employee Experience (EX). CX products include Freshdesk, Freshdesk Omni, Freshchat, Freshsales, and Freshmarketer. EX products include Freshservice, Freshservice for Business Teams and Device42. Our latest generative AI solutions, Freddy AI Agent and Freddy AI Copilot, further enhance the customer and employee experience. Freddy AI Agent offers always-on, autonomous, personalized resolutions to customer and employee queries. Freddy AI Copilot provides always-on contextual assistance for customer support, employee support, marketing and sales use cases to boost productivity. Currently, over 72,000 companies choose Freshworks' uncomplicated solutions to increase efficiency and loyalty.”