Customer and employee experience (CX and EX) teams today face a common yet complex challenge—fragmentation. Juggling multiple tools, channels, and workflows creates inefficiencies that slow down response times and impact overall satisfaction. Freshworks’ latest AI-powered innovations address this issue head-on, offering unified workspaces, intelligent automation, and real-time insights. This article explores how Freshworks’ new releases for Freshdesk (CX) and Freshservice (EX) help organizations simplify service delivery, enhance productivity, and deepen customer and employee trust.
The Reality of Fragmented Customer and Employee Service
Customer service teams often struggle with tool overload and disjointed systems, losing valuable time toggling between platforms and manually hunting for contextual data. According to Freshworks’ Cost of Complexity Report, 42% of agents find uncustomizable workflows frustrating, while 36% cite multitasking across multiple apps as a major productivity drain. This complexity reduces the bandwidth teams have for creativity and empathy, which are crucial for exceptional CX. Similarly, IT teams face burnout caused by software complexity and fragmented channels, with 29% of employees reporting productivity loss due to bloated tools.
“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 Yet fragmented systems, outdated tools and redundant processes waste hours of their teams’ time,” said Srini Raghavan, Chief Product Officer of Freshworks. “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.”
Fragmentation also hurts leadership’s ability to clearly track trends and root causes—often leading to reactive rather than proactive service management. Amid rising customer and employee expectations, organizations need smarter tools that unify insights, automate routine workflows, and enable fast, contextual decision-making.
“The CIO mandate is clear: drive business growth and lead the pace of change, not just maintain systems. Yet most teams are stuck battling complexity, leading to fragmented processes and reactive practices,” said Srini Raghavan, Chief Product Officer of Freshworks. “Freshservice proactively embeds AI-powered capabilities directly into the fabric of service delivery, adding more intelligence to service to keep employees and businesses moving forward.”
Freshdesk’s New AI Capabilities to Streamline Customer Service
Freshworks launched three key innovations for Freshdesk at their November 2025 Refresh event:
- Freshdesk Command Center: A unified workspace integrating emails, chats, WhatsApp, and social media into a single interface.
- Vertical AI Agents: Prebuilt, industry-specific AI workflows for ecommerce, fintech, travel, and logistics.
- Freddy AI Insights: Real-time analytics highlighting support trends, anomalies, and escalations.
The Command Center is designed to eliminate the costly friction of tool-switching by delivering all conversation threads, customer data, and AI assistance in one place. Freddy AI Copilot offers real-time support to agents by summarizing email threads, suggesting responses, and automating common actions like refunds or replacements with a single click—significantly reducing resolution times.
Vertical AI Agents tackle repetitive tasks specific to major industries, achieving deflection rates up to 80%. For example, ecommerce agents can manage product inquiries, inventory checks, and order tracking end-to-end, freeing human agents for more creative problem-solving. This specialization amplifies agent effectiveness and reduces manual handoffs, a historic pain point in service delivery.
Freddy AI Insights equips leaders with a proactive lens to spot volume spikes, SLA breaches, and operational bottlenecks. Root cause analysis tools translate complex data into visual explanations and actionable recommendations, empowering teams to prevent issues before they disrupt customer experience.
Real-World Impact Examples
- At Gail’s Bakery in the UK, Freddy AI Agent handles about 1,000 inquiries per month for a lean two-person team, allowing staff to focus on elevating customer connections.
- Upayments, a fintech firm, improved time savings by automating query routing, integrating agentic workflows deeply into their support operations.
- iPostal1 cut customer interaction time by 99%, completing key steps in seconds, thanks to automation embedded within AI workflows.
These case studies demonstrate how integrated AI not only reduces service fragmentation but amplifies human creativity and customer centricity.
“Freddy AI Agent now handles around a thousand inquiries for us every month, which is game-changing for a two-person team and gives us breathing room to focus where it really matters,” said Julia Ramil, Customer Experience Manager at Gail’s Bakery.
“Freddy AI Agent automatically routes every query to the right team, cutting a full manual step and saving us real time every day,” said Abdulrahman Al-Thekair, Customer Experience Director at Upayments. “Every week, we discover new ways to leverage agentic workflows. It’s not just an automation feature anymore — it’s become an essential part of how we scale support.”
Enhancing Employee Experience with Freshservice AI Updates
On the employee experience front, Freshworks updated Freshservice and Freddy AI components to combat IT complexity and improve service delivery. Key capabilities include:
- Digital Employee Experience (DEX) Integrations: Riverbed Aternity and ControlUp data surface real-time device health and telemetry directly into IT tickets.
- Intelligent Routing: AI-driven ticket assignment based on workload, availability, and skillset.
- Enhanced Freddy AI Agents: Expand self-service with Google Drive search, image processing in tickets, and integration with Microsoft 365 Copilot.
- Freddy AI Insights: Conversational analytics to visualize service patterns, root causes, and performance gaps visually.
These tools enable IT teams to diagnose employee device issues proactively—sometimes before employees even notice—reducing downtime and frustrations. For instance, if a laptop slows due to resource-heavy processes, telemetry can be auto-attached to a ticket, allowing remote resolution without employee delays.
The integrations also make self-service richer and frictionless. Porsche eBike Performance, in fact, benefitted from multilingual knowledge bases and AI conversational support, enabling users to solve common IT issues quickly and independently, reducing support demands and improving EX.
Freddy AI Insights serves IT leaders by transforming complex data sets into comprehensible visualizations and conversational insights, thus, helping them identify operational efficiencies and scale support effectively. Fox Communities Credit Union, in fact, leveraged these tools to achieve a 96% first-contact resolution rate, underscoring the value of intelligent analytics.
What Industry Analysts Say
IDC’s Research Manager Michelle Morgan highlighted the demand for AI agents that do more than chats: “Organizations want AI that not only answers questions but takes action to save time and focus on high-impact work.” Similarly, Forrester recognized Freshservice as a strong performer for its ease of use, proactive alert management, and AI-driven insights, praising Freshworks’ commitment to improving service through simplicity and intelligence.
“Every customer service leader wants to leverage AI to automate interactions, and expectations are at an all-time high,” said Michelle Morgan, Research Manager at IDC. “The challenge is that organizations spend too much time designing and deploying AI agents. They need faster, easier ways to launch agents that not only answer questions but take action—helping teams save time and focus on high-impact work.”
Freshdesk and Freshservice: Practical Takeaways for CX and EX Leaders
- Consolidate Communication Channels: Unifying customer or employee conversations in a single workspace reduces context switching and speeds resolution.
- Leverage Industry-Specific AI Agents: Use vertical AI with prebuilt workflows to automate repetitive tasks unique to your sector, boosting efficiency.
- Prioritize Real-Time Analytics: Implement AI insights tools that alert you to service anomalies early, enabling proactive issue resolution.
- Embed AI in Workflows: Adopt AI assistants that automate not just responses but entire processes like refunds, routing, and ticket classification.
- Improve Self-Service with Rich Integrations: Enhance employee self-service portals by integrating AI with commonly used apps and knowledge bases.
- Focus Human Efforts on Empathy and Innovation: Free frontline agents to focus on complex, emotive interactions requiring creativity rather than routine tasks.
Conclusion
Freshworks’ new AI capabilities for Freshdesk and Freshservice, in fact, signify a strategic step towards eliminating fragmentation in customer and employee service delivery. By simplifying workflows, enriching self-service, and providing actionable, real-time insights, these innovations empower teams to deliver faster, more personal, and more empathetic support experiences. For CX and EX leaders striving to balance speed, quality, and scalability, adopting such intelligent platforms can be transformative—turning complexity into growth and trust.
In the fast-paced service landscape, the power of people-first AI is no longer an option but a necessity. Freshworks highlights the future with Freshdesk and Freshservice: seamless experiences crafted by AI-augmented teams who do what they do best—connect, innovate, and, above inspire.
