Freshworks Inc. (NASDAQ: FRSH) announced the launch of AI Agent Studio in Freshservice at its annual Refresh conference, introducing capabilities for organizations to create and deploy custom AI agents for service management tasks.

The new platform allows companies to build AI agents using a no-code studio interface or deploy pre-built, domain-specific agents. These agents can integrate with Microsoft Teams, Slack, and employee portals, connecting to HRIS systems including Workday and Rippling to execute enterprise workflows such as onboarding and payroll processes.

The announcement includes the Model Context Protocol Gateway, which enables Freddy AI to access external context from third-party tools like Notion, ClickUp, and Linear without custom coding. The system aims to address cross-departmental service issues by leveraging existing technology stacks.

According to Freshworks' analysis of service interactions, 47% of IT tickets are now submitted outside standard business hours, with after-hours response times lagging by more than an hour and service level agreement rates falling by up to 5%.

"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," said Srini Raghavan, chief product officer at Freshworks.

The platform includes AI Insights and Experience Level Agreements features for measuring service performance and employee sentiment. The system operates on Freshservice's ServiceOps foundation, which integrates IT Asset Management and FireHydrant incident management products.

Daniel McMaster, IT Service Management Analyst at Amerisure, stated that the company reduced daily ticket analysis time from one hour to three minutes using Freddy Insights.