How Freshworks is uncomplicating Customer Experience: Inside the Launch - Refresh 2025

Hello Freshworks Community !!

We just wrapped up Refresh North America 2025, where we unveiled powerful CX innovations designed to help your teams support customers better, resolve faster, and scale with confidence.

Here’s what’s new:

Freshdesk Omni with the Command Center
 

The Command Center brings together conversations from across channels, context, and intelligence into one centralized workspace. Agents can personalize interactions and resolve issues faster without switching tabs or juggling multiple tools. Admins gain full control over workflows and performance, with flexible options to configure routing, SLAs, and channel-wise availability. Agentic AI is embedded throughout, delivering out-of-the-box intelligence from day one.

Freddy AI Agent
 

Vertical AI Agents are industry-specific AI Agents that go beyond answering questions—they take action to fully resolve customer issues. From processing refunds and updating CRM records to checking order status, AI agents handle it all with accuracy and autonomy. They come ready to deploy, so you can start delivering faster resolutions from day one.

Here’s what’s new with Freddy AI Agent:

1. 4 out-of-the-box Vertical AI Agents: AI Agents for eCommerce, Travel, Logistics, and Fintech, each optimized with domain-specific workflows and integrations.
    
2. 50+ Agentic Workflows: Pre-built integrations with platforms like Shopify, Stripe, Sabre, Workday, Okta, and HubSpot to automate end-to-end processes.
    
3. Agentic Workflow Builder: A powerful no-code builder where admins can build or customize workflows effortlessly.

Freddy AI Insights
 

Freddy AI Insights is designed to provide leaders with proactive visibility into support performance, enabling smarter decisions and driving sustained growth. We’re excited to introduce:

1. Proactive Insights with Root Cause Analysis
   Freddy tracks key support metrics, including response times, ticket volumes, and SLA breaches, detects anomalies, and shares weekly and monthly insights. Built-in root cause analysis identifies the underlying factors driving performance issues, enabling you to take action before CSAT or revenue is impacted.
    
2. Conversational Insights
   Converse with Freddy AI to gain instant visual insights and dig deeper with follow-ups, all while creating or updating reports in a single, intuitive chat interface.

Freddy AI Copilot
 

Similar Ticket Suggester in Freddy AI Copilot, which helps agents resolve recurring issues faster by automatically surfacing related tickets and their solutions. By learning from historical resolutions, AI Copilot enables consistent, high-quality responses and reduces repetitive effort for agents.

 https://www.freshworks.com/events/refresh-virtual-summit-2025/

Let’s discuss!
 

Which of these launches will make the biggest impact for your support team? Share your thoughts and use cases below—we’re listening.