Freddy AI
Freshworks' AI for customer service and IT, including AI agents, agent copilots and insights.
What is Freddy AI?
Freddy AI is the AI layer across Freshworks' products, such as Freshdesk for customer service and Freshservice for IT service management. It includes AI agents that resolve requests, copilot features that help human agents work faster, and insights that surface trends.
Freshworks built Freddy AI into its products so support and IT teams can use AI without adding a separate tool. The AI agent can answer customer or employee questions in chat and email using your knowledge base.
For human agents, copilot features suggest replies, summarize long threads, adjust tone and help find answers faster. Managers get insights that highlight trends, common issues and opportunities to automate.
Because Freddy is native to Freshworks, it's most valuable for teams already using Freshdesk or Freshservice.
Key features of Freddy AI
- AI agent: Resolves common customer and employee questions.
- Agent copilot: Suggests replies and summarizes conversations.
- Insights: Surfaces trends and automation opportunities.
- Knowledge integration: Uses your help articles to answer.
- Native to Freshworks: Works inside Freshdesk and Freshservice.
What you can use Freddy AI for
- Customer support automation
- IT help desk deflection
- Faster agent responses
- Support analytics
Pros and considerations
Strengths
- Built into Freshworks products
- Covers both customer and IT service
- Helps human agents as well as customers
Things to check
- Best for teams already on Freshworks
- Add-on pricing to check
- Requires good knowledge base content
Freddy AI pricing
Paid. Freddy AI capabilities are offered with Freshworks products and as add-ons; check the official site for current packaging and pricing.
Who Freddy AI is best for
Teams using Freshdesk or Freshservice that want AI built into their existing tools.
Independent listing by AI Agent Help, last reviewed October 2026. Features and pricing change; check the official website for the latest details. Spot something out of date? Tell us.
Frequently asked questions
Is Freddy AI a separate product?
It's the AI built into Freshworks products, with some capabilities offered as add-ons.
Does Freddy work for IT support?
Yes, through Freshservice.