Freshworks unveils Freddy AI Agent Studio and MCP Gateway for Freshservice

Freshworks Inc. introduced Freddy AI Agent Studio, a no-code platform allowing enterprises to build, customize, or deploy prebuilt AI agents across IT service workflows in Freshservice. The tool integrates with Microsoft Teams, Slack, and employee portals, connecting to HR systems like Workday and Rippling for tasks such as onboarding and payroll requests. Governance controls and prebuilt workflows support scalable deployment, while the Model Context Protocol (MCP) Gateway enables direct access to third-party tools like Notion, ClickUp, and Linear without custom coding. The new AI Insights feature replaces traditional service-level agreements (SLAs) with Experience Level Agreements (xLAs), using AI to analyze service performance alongside employee sentiment. Freshworks cited internal data showing 47% of IT tickets now arrive outside business hours, with response times lagging by up to an hour, framing this as a ‘ghost shift’ challenge for distributed teams. The updates build on Freshservice’s ServiceOps foundation, which includes IT asset management and incident management tools acquired from FireHydrant earlier this year. Freshworks argues its unified data layer reduces the time needed to move AI from pilot to production, contrasting with competitors like ServiceNow, Atlassian, and Salesforce, which have also launched agentic AI platforms this year. Chief Product Officer Srini Raghavan emphasized the focus on returning time and focus to teams, positioning Freddy AI as a solution to legacy IT inefficiencies. The company’s telemetry-driven insights highlight gaps in after-hours service delivery, reinforcing its pitch for AI-driven workflow optimization.