Freshworks has unveiled Freddy AI Agent Studio within its Freshservice platform, enabling organisations to build, customise, and deploy AI agents across IT, HR, and business workflows in weeks rather than quarters. The announcement was made at the company’s annual Refresh 2026 conference in Singapore.

The launch is underpinned by new telemetry data showing a critical gap in enterprise service operations: 47% of all IT tickets are now submitted outside standard business hours, yet after-hours response times lag by more than an hour and service level agreement rates fall by as much as 5%. Freshworks is positioning the unified ServiceOps platform as the antidote to what it calls the “ghost shift” problem — employees losing time waiting for support when traditional staffing models are offline.

No-code studio with enterprise integrations

Freddy AI Agent Studio offers a no-code environment for building custom AI agents, with a library of pre-built domain-specific agents that can be extended for specific workflows. Agents surface directly in Microsoft Teams, Slack, and employee portals, and connect to HR systems including Workday and Rippling to execute secure enterprise workflows such as onboarding and payroll processing.

A new Model Context Protocol Gateway enables Freddy AI to pull external context from third-party tools including Notion, ClickUp, and Linear without requiring custom code, allowing organisations to solve cross-departmental issues beyond simple automation.

Governance and outcome measurement

The release also introduces AI Insights with Executive Overview dashboards and Experience Level Agreements, enabling service leaders to connect service performance data directly to employee sentiment. The platform uses weighted computation and AI-driven analysis to support faster, data-driven service decisions.

Freshworks cited a Futurum Group report showing organisations that replaced legacy IT service management platforms with Freshservice achieved 168% return on investment over three years.

“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.” — Srini Raghavan, Chief Product Officer, Freshworks