Freshworks revealed its vision for the future and new product innovations at its annual virtual and physical Refresh conference held in New York, “The vision of Service Transformation, Made Real”. That vision sees Freshworks bring together its portfolio of products and AI capabilities into a capability it is calling AI Service Operations. AI Service oOperations combines service management, operations management, asset intelligence, and AI into a single connection platform. The platform enables customers to deliver a complete solution that is extendable using Freddie AI Agents in weeks rather than months.

Srini Raghavan, Chief Product Officer at Freshworks, commented, “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.”

Why this is important

Research earlier this year by Freshworks identified the challenge that Freshworks is aiming to fix with this revelation. 47% of all IT tickets are submitted outside standard business hours, with 35% submitted at weekends. Modern workforces are working at all hours it seems. Meanwhile, IT teams aim to respond to these needs, even outside normal business hours, often as they are on call. Regardless, the response to the business is at least an hour slower than during working hours.

The research doesn’t go into the issues facing IT departments regarding after-hours support. However, it is clearly an issue and for businesses that run 24×7. IT support is business critical at all hours of the day, especially if it stops business operations. At Carrefour Belgium, which serves 700,00 customers and whose operations often go through the night. Stijn Stabel noted, “An IT glitch can lead to certain shelves being empty.”

After hours means less support; often, IT teams are on call, rather than at their desk and as a result, SLA rates can fall as much as 5%. It means that out-of-hours workers can often be without service and lose time trying to track down someone who can help. AI, with the ability to deliver services 24x7x365, can fill the gap. Improving response times and often resolving issues without interrupting humans.

What the May release contains

The latest release includes three new or updated elements: Freddy AI Agent Studio, the Model Context Protocol (MCP) Gateway, Executive Overview Insights and Experience Level Agreements. These are all underpinned by the Freshservice ServiceOps foundation. The foundation includes reimagined Freshservice IT Asset Management (ITAM) and FireHydrant incident management products.

Freddy AI Agent Studio

Freddy AI Agent Studio lets you build an AI workforce that executes end-to-end service work. Replace assistive bots with domain-aware AI agents that act across systems with context and control. The Freddy AI Agent Studio is available on the Growth and Pro plans for Freshservice customers beginning May 14.

Key capabilities for IT and employee service teams:

• Prebuilt AI agents: Get started quickly with ready-made IT and HR agents and built-in workflows for common requests such as access provisioning, password resets, and policy questions.
• No-code agent builder: Build and tailor AI agents for any business function without engineering support. Set how they interpret requests, launch workflows, and respond based on your rules and context.
• Deep enterprise context: Use service data and knowledge sources—such as files, URLs, internal and external knowledge, and the service catalog—to help AI agents act with the right context.
• Cross-system actions: Run workflows across your enterprise stack through more than 30 app integrations and APIs.
• Governance and continuous improvement: Manage agent behaviour with role-based access, audit trails, and deployment guardrails, while using analytics and feedback to improve performance over time.

Key capabilities for customer support teams:

• Performance analytics and gap detection: See how AI performs across topics, resolutions, and escalations, and get practical recommendations to close knowledge or workflow gaps and strengthen AI-led support.
• Email AI agents: Automate high-volume email support with context-aware, multi-turn responses. Available on Pro and Enterprise plans for Freshdesk beginning May 29.

Model Context Protocol (MCP Gateway)

The MCP Gateway enables customs to link Freddy AI with other platforms without a customer code. IT teams can build contextual agents using data from third-party tools such as Atlassian, Notion, ClickUp, and Linear. The MCP Gateway also has inbound MCP so that users can service live Freshservice data from within their LLM of choice, such as Cursor, Claude, and Microsoft Copilot, without customer integrations.

It contains a Freddie AI developer copilot that will assist users with development. It can surface platform docs, fix validation errors, and speed the development of a working application.

Beyond that, the gateway includes three open source Agent skills to help with environment setup, app development, and marketplace submission. Underpinned by security and user access permission, the MCP Gateway will accelerate time to value for AI initiatives.

AI Insights and xLAs

As AI agents scale, AI Insights helps service leaders focus on meaningful outcomes rather than legacy metrics. With Executive Overview Insights and Experience Level Agreements (xLAs), leaders can link service performance directly to employee sentiment. Using weighted calculations and AI-driven analysis, the platform gives them the visibility to make faster, data-informed decisions that improve both service delivery and employee experience.

Enterprise Times: What does this mean

For customers, Freshworks is moving the needle as it looks to compete effectively with ServiceNow. Customers are seeing the benefits. Daniel McMaster, IT Service Management Analyst at Amerisure, commented, “We used to spend an hour every morning looking at ticket trends. Now we spend three minutes with Freddy Insights—and get better data.”

Importantly, this latest release signals that Freshservice does not sit isolated with its own inward-looking AI capability. The MCP gateway will enable it to integrate seamlessly with third-party applications with its AI Agents, ensuring that data and processes can connect seamlessly to deliver a complete platform.

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Digital Workflows, The Futurum Group, commented, “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 organisations managing multiple AI tools and workflows, these types of approaches that emphasize integration, governance, and operational readiness are likely to resonate with enterprise buyers.” 

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