Freddy AI is the AI layer across Freshworks: Copilot for agents, AI Agent for customers and employees, and Insights for leaders. Workdeft implements Freddy AI for organisations across the GCC as part of Freshservice, Freshdesk and Freshsales rollouts, in the order that produces results rather than demos.
What we switch on, and in what order
AI features depend on data. We fix categorisation and the knowledge base first, then roll out Copilot for agents, then AI Agent on a narrow set of intents, then Insights once there is clean data to analyse.
- Freddy Copilot: ticket summaries, suggested replies, tone rewriting and similar-ticket suggestions for agents
- Freddy AI Agent: customer and employee self-service for password resets, order status, access requests and FAQs, with human hand-off
- Freddy Insights: natural-language reporting and anomaly detection for IT and CX leaders
- Freddy for sales: lead scoring, deal insights and email generation in Freshsales
- Governance: data access, residency, hand-off rules and weekly conversation reviews
AI-powered support and service in the GCC
Telecom subscriber support, bank contact centres and employee service desks in the GCC run high volumes of repeat questions in Arabic and English. Deflecting those with a well-trained AI agent, and giving human agents a copilot for the rest, is where Freddy AI pays for itself.
Ready to talk about Freddy AI?
Tell us what your IT, support or sales teams are wrestling with. We will come back with an approach, a timeline and the people who would deliver it.