Freshworks unveils Freddy AI Agent Studio and MCP Gateway for Freshservice

Freshworks Inc. today unveiled an expanded set of agentic capabilities in its Freshservice information technology service management platform led by a new no-code Freddy AI Agent Studio that lets enterprises build, customize, or deploy prebuilt artificial intelligence agents across service workflows.

The announcements, made at the company’s annual Refresh conference, also includes a Model Context Protocol Gateway for connecting Freddy AI to third-party tools and a new analytics layer called AI Insights with Experience Level Agreements.

Freshworks is pitching the release as a unified foundation for what it calls “service transformation,” tying service, asset and incident data into a single layer that artificial intelligence agents can act on without the data cleanup required on legacy platforms. The company argues that its approach lets customers move agents from pilots into production in weeks rather than quarters.

Freddy AI Agent Studio allows teams to spin up custom agents in a no-code environment or start from domain-specific templates, then deploy them into Microsoft Teams, Slack or employee portals. The agents connect to human resources information systems, including those from Workday Inc. and Rippling People Center Inc., to run workflows like onboarding and payroll requests.

The studio also includes embedded governance controls for managing agents at scale and a library of prebuilt agentic workflows that teams can extend.

The MCP Gateway is aimed at a common enterprise frustration: getting AI agents to pull context from the rest of the stack without bespoke integration work. Freshworks says the gateway lets Freddy AI tap tools from Notion Labs Inc., ClickUp Inc. and Linear Orbit Inc. directly, sidestepping the custom code that has slowed enterprise agent rollouts.

AI Insights and xLAs target measurement. Where traditional service-level agreements track response and resolution times, xLAs use weighted computation and AI analysis to connect service performance to employee sentiment, giving leaders a view of how IT performance shapes the broader employee experience.

The new offerings are supported by telemetry from Freshworks customers. The company said analysis of millions of service interactions found 47% of IT tickets are now submitted outside standard business hours, while after-hours response times lag by an hour or more and service-level agreement compliance falls by as much as 5%. Freshworks frames the gap as a “ghost shift” problem for distributed workforces.

The release sits on top of Freshservice’s ServiceOps foundation, which includes a reimagined IT asset management product and FireHydrant Inc. incident management, the startup Freshworks acquired earlier this year

“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 Chief Product Officer Srini Raghavan. “Our unified ServiceOps foundation, activated with Freddy AI Agent Studio, is the antidote.”

The Freshservice expansion comes as enterprise software vendors race to move agentic AI from demos into production. ServiceNow Inc., Atlassian Corp. and Salesforce Inc. have all rolled out competing agent platforms this year, betting that IT service management is the workflow most ready for autonomous AI.

Freshworks is positioning its unified data layer and no-code deployment as the differentiators in a market where most enterprise buyers are still moving cautiously from pilot to production.

Photo: Freshworks