At its annual Refresh conference, Freshworks Inc. unveiled its vision for Service Transformation, Made Real, alongside an expansion of its agentic capabilities to help organizations scale and govern service confidently across every service domain.

Today’s announcement positions Freshworks to deliver what legacy providers cannot: one agile platform connecting service, assets, and incidents; trusted, domain-specific AI grounded in enterprise context; and the choice to build, customize, or deploy bespoke Freddy AI Agents in weeks, not quarters.

The urgency of this transformation is supported by new telemetry data identifying a critical support gap in the modern workforce. Analysis of millions of service interactions found that 47% of all IT tickets are now submitted outside standard business hours, yet after-hours response times lag by an extra hour or more, with SLA rates falling as much as 5%.

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Even as workers are empowered with AI tools to work faster and from anywhere at any time, companies are setting up an employee experience showdown, leaving "ghost shift" workers to lose time hunting for faster answers.

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Srini Raghavan, chief product officer at Freshworks says, "The true measure of AI’s value isn't what it can do, it's what it gives back: time, focus, and the freedom for teams to stop fixing yesterday's problems, and start building what's next. Our unified ServiceOps foundation, activated with Freddy AI Agent Studio, is the antidote. It delivers immediate, controlled orchestration and the architectural agility to deploy AI in weeks, not quarters, allowing our customers to transform service at the speed their business demands.”

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Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Digital Workflows, The Futurum Group says, “Freshworks is positioning platform unification as a key enabler of autonomous service execution. Freddy AI Agent Studio’s combination of deployment flexibility, pre-built domain agents, and embedded governance reflects a broader market focus on moving agentic AI initiatives from pilot projects into production environments. For organizations managing multiple AI tools and workflows, these types of approaches that emphasize integration, governance, and operational readiness are likely to resonate with enterprise buyers.”