Freshworks Inc., the US customer experience software provider, has launched new AI capabilities within its Freshdesk platform, aimed at reducing operational complexity for CX teams across multiple industries. The update was announced at Freshworks’ flagship Refresh event on November 13, 2025.

The Freshdesk platform now includes the Freshdesk Command Center, which consolidates multi-channel customer interactions into a single workspace. This centralised approach allows CX teams to monitor and manage all conversations in one environment, reducing the need to switch between separate tools and platforms.

Freshworks has also introduced Vertical AI Agents, industry-specific automation tools designed for ecommerce, fintech, travel, and logistics. These agents handle routine customer requests, execute workflow tasks, and integrate seamlessly with existing support processes. By automating repetitive operations, human agents can concentrate on complex, high-value interactions that require empathy and nuanced problem-solving.

Freddy AI Insights complements these tools by providing real-time analytics on support operations. CX teams gain actionable visibility into performance metrics, response times, and customer engagement trends. The insights help identify bottlenecks and optimise workflows, ultimately supporting decision-making with data-driven context.

The move comes as AI adoption accelerates across contact centres. Industry reports indicate that 81% of businesses have implemented AI in some capacity, and Gartner projects that by 2027, 40% of customer service issues will be resolved autonomously by AI tools. While automation increases efficiency, human oversight remains critical for complex queries, ensuring customer satisfaction and relationship continuity.

The platform equips CX teams with predictive capabilities and automated tools that were previously the domain of large enterprises, allowing smaller organisations to scale support efficiently.

Discover how Freshworks’ AI tools are transforming customer support for diverse industries in the full story.