A New Era for ITSM Automation

On 11 June 2025, Freshworks announced a major upgrade to its Freddy AI platform at the Refresh Virtual Summit, introducing agentic capabilities designed to autonomously resolve service requests, provide real-time operational insights, and simplify AI deployment for IT teams. This development signals a shift in how IT service management (ITSM) can leverage artificial intelligence to improve efficiency, reduce manual workload, and enhance service quality.

What’s New in Freddy Agentic AI? 

The next-generation Freddy Agentic AI Platform moves beyond traditional AI chatbots. It is engineered to:

• Resolve service requests autonomously, not just answer questions.

• Deliver actionable, real-time insights to IT and service leaders.

• Enable faster, easier deployment of AI agents for support teams, regardless of technical expertise.

  
  

For organisations across Europe and Africa—where ITSM maturity and operational efficiency are business imperatives—these features address common pain points such as resource constraints, slow response times, and the need for scalable automation.

Industry Context & Implications 

A recent Gartner report underscores that many organisations overspend on ITSM tools, often failing to achieve expected ROI due to immature implementation. Freshworks’ approach, with its focus on agentic automation and practical deployment, aims to close this gap. By automating routine service requests and providing data-driven insights, IT teams can focus on higher-value tasks and strategic initiatives.

For IT leaders, this means:

• Greater operational resilience and business continuity.

• Reduced risk of service outages and performance issues.

• A pathway to more effective ITSM, even in resource-constrained environments.

  
  

Expert View 

ITSM Connect’s mission is to empower businesses with innovative IT solutions that streamline operations and deliver value. The launch of the Freddy Agentic AI Platform aligns with our vision of integrating advanced automation and intelligence into ITSM. As the sector continues to evolve, such innovations are vital for organisations aiming to remain competitive and resilient.

Conclusion

Freshworks’ latest release is a timely response to the growing demand for intelligent automation in ITSM. With autonomous service resolution and enhanced analytics, the Freddy Agentic AI Platform is set to become a critical tool for IT leaders seeking efficiency, scalability, and improved service delivery.