Customer service and support software firm Freshworks Inc. today announced new artificial intelligence-powered upgrades across its employee experience and customer experience platforms.

The new capabilities for Freshservice and Freshdesk are aimed at reducing software complexity, accelerating issue resolution and giving information technology and customer experience leaders clearer operational visibility. The updates, introduced at the company’s annual Refresh event, span enhanced AI agents, proactive analytics and unified workspaces designed to streamline fragmented workflows and boost overall productivity.

On the employee experience side, Freshworks has expanded its Freshservice IT management platform with new integrations and AI enhancements that help teams resolve and prevent issues more efficiently. Digital employee experience integrations with Riverbed Aternity and ControlUp, two digital employee experience platforms, now surface real-time device telemetry directly within IT tickets. That enables faster diagnosis and automated remediation before employees even notice a problem.

Freddy AI Agents have also been upgraded to search Google Drive, analyze screenshots and work within tools such as Microsoft 365 Copilot to keep employees in their flow while resolving issues. The agents are assisted with new Freddy AI Insights that include conversational analytics that allow IT leaders to visualize service trends, identify root causes and uncover performance gaps quickly.

To support customer support teams, Freshworks has today introduced the Freshdesk Command Center, a unified workspace that consolidates email, chat, WhatsApp, social media and other channels into a single interface. It offers AI assistance through Freddy AI Copilot to summarize conversations, draft replies and automate tasks such as refunds, subscription updates or replacement orders. As a result, it reduces the need for agents to toggle among multiple systems.

The workspace also provides direct access to external data sources, including Shopify, Stripe and FedEx, giving agents full customer context at a glance.

Freshworks also launched Vertical AI Agents for ecommerce, fintech, logistics and travel, offering more than 50 prebuilt workflows capable of resolving up to 80% of common customer queries. The agents combine domain-specific actions, such as checking inventory, processing payments, or tracking shipments, with custom agentic workflows that organizations can deploy within minutes.

“CX leaders want to scale instant, empathetic service without sacrificing quality or time. Yet fragmented systems, outdated tools and redundant processes waste hours of their teams’ time,” said Chief Product Officer Srini Raghavan. “Freshworks is breaking that cycle of complexity by uniting how teams work and helping them reclaim hours of lost productivity, enabling teams to meet customer needs with greater speed and giving leaders an easy way to uncover growth drivers and detractors proactively.”

Image: Freshworks