Service · Freddy AI Consulting & Deployment
Freddy AI — your Freshworks copilot, agent and analyst
3 Freddy products (Copilot for your agents, Autonomous Agent for L1 deflection, Insights for your managers), one consultancy to deploy them rigorously. No AI hype — only quantified use cases and cited sources (BCG, Salesforce, Forrester). You test on your real use case before scaling.
Forrester Wave™ Strong Performer ESM Q4 2025 · ITIL 4 + practical AI · 79% of CX leaders say AI agents are essential (Salesforce State of Service 2025).
Your AI-in-production doubts
Hallucination
"What if Freddy makes things up to my customers?"
Freddy AI Agent is grounded in YOUR knowledge base (strict RAG, no free generation). Sourced answers, near-zero hallucination rate when KB is clean. Pre-deployment KB audit included in our engagements.
GDPR
"My data will feed a public model"
No. Freshworks doesn't retrain its foundation models on your customer data. EU hosting available. Freshworks DPA signable. We systematically validate the data scope with your DPO before kickoff.
ROI
"We've seen lots of AI POCs, few in production"
BCG 2025: only 33% of organizations have scaled an AI use case. Root cause #1 = lack of operational framework. Our Observe-Plan-Act method (BCG Agentic AI Framework) bounds each deployment to a measurable use case, not an open-ended POC.
3 Freddy products, 3 methods
Each product has its use cases and pitfalls. We deploy one product at a time, on a bounded use case, with impact measurement.
- 1
Freddy Copilot — L1/L2 agent assistance
Contextual response suggestions, ticket summaries, email response generation. Ideal to reduce AHT (Average Handling Time) without changing the customer relationship. 2-3 week deployment, ROI measured on AHT and CSAT.
- 2
Freddy Agent — autonomous L1 deflection
Virtual agent that resolves repetitive questions autonomously via self-service portal and chat. Freshworks Benchmark 2025: 34% of tickets deflected on average for Freshservice. 4-6 week deployment with KB audit and answer quality measurement.
- 3
Freddy Insights — conversational analytics
Natural-language analysis of tickets and conversations: "What are the 5 trending topics this month?", "Which agents perform on billing tickets?". For supervisors and managers. 1-2 week deployment, immediate steering value.
- 4
Common method — Observe-Plan-Act (BCG 2025)
Observe phase (1 wk: use case audit + KB), Plan phase (1 wk: bounded pilot + KPIs), Act phase (variable: deployment + measurement + iteration). Each phase has a deliverable and a PO GO/NO-GO. No production without validated pilot.
The proven numbers (sources cited)
2025 sector insights from Freshservice Benchmark, BCG Agentic AI and Salesforce State of Service.
34%
Freddy Agent deflection (Freshservice 2025)
+50%
Agent productivity (BCG 2025)
+18 pts
Average CSAT uplift (BCG 2025)
79%
CX leaders say AI agents are essential (Salesforce 2025)
Sources: Freshservice Benchmark Report 2025 (Freshworks, 32,000 organizations) + BCG Agentic AI Customer Service (Dec 2025) + Salesforce State of Service 2025 (6,500 pros, 40 countries).
How much does it cost?
Project fee per Freddy product (Copilot OR Agent OR Insights). No hidden subscription, no AI hype — one deployment, one bounded use case, one measured ROI.
Starting at
€8,000
per Freddy deployment (1 product), excluding Freshworks Pro+ licenses
Scope covers KB audit, bounded pilot and 30-day measurement deployment. For 2 or 3 Freddy products in parallel, add +60 to +120%. Detailed quote within 48h after brief.
Frequently asked questions about Freddy AI
Do I need a Freshworks Pro license to use Freddy?
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Yes — Freddy AI Copilot and Insights require Freshservice Pro or Freshdesk Pro. Freddy AI Agent requires the Freddy AI Agent add-on (billed per deflected session). We quote the full TCO (licenses + deployment + add-on) during the Observe phase.
How long does a Freddy deployment take?
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Copilot: 2-3 weeks. Agent: 4-6 weeks (KB audit included). Insights: 1-2 weeks. For 3 products in parallel: 8-10 weeks with a single PO contact.
How do you measure impact?
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Before deployment: 30-day baseline on target KPIs (AHT, CSAT, deflection, FCR). After deployment: 30-day measurement and iteration if needed. KPI dashboard installed on your Freshworks instance.
Which use cases do you avoid with Freddy?
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Freddy Agent doesn't handle regulated tickets (HR conflict, sensitive financial, legal) — systematic escalation. Freddy Copilot doesn't generate sent emails without agent validation. Freddy Insights makes no automatic decision — analysis only for humans.
What if we've already tried a failed AI POC?
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It's the most common case (BCG 2025: 67% of organizations remain in POC). We audit what failed (often: incomplete KB, missing KPIs, scope too broad) then restart with the Observe-Plan-Act method on a bounded use case. First measurable ROI in 6-8 weeks.
Do you work in English?
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Yes — French and English natively. Workshops, KB audit and readouts available in both languages. Freddy AI Agent multi-language activated by default on our deployments.
Let's test Freddy on your use case
30-minute discovery call + identification of the most profitable Freddy use case for you.