Freshworks unveils Freddy AI Agent Studio and MCP Gateway

Freshworks unveiled an expanded agentic feature set for its Freshservice IT service management platform at its annual Refresh conference, according to SiliconANGLE. The company introduced a no-code Freddy AI Agent Studio, a Model Context Protocol (MCP) Gateway to connect Freddy AI to third-party tools, and an analytics layer called AI Insights with Experience Level Agreements (xLAs), SiliconANGLE reports.

SiliconANGLE reports the Freddy AI Agent Studio lets teams build or customize agents from domain-specific templates, embed governance controls, and deploy agents into Microsoft Teams, Slack, and employee portals. The reporting says the studio connects to HR systems including Workday and Rippling to automate workflows such as onboarding and payroll requests. The MCP Gateway is reported to allow Freddy AI to access context from tools including Notion, ClickUp, and Linear Orbit without bespoke code. AI Insights and xLAs are described as linking service metrics to employee sentiment.

SiliconANGLE reports Freshworks said analysis of millions of service interactions found 47% of IT tickets arrive outside standard business hours and that after-hours response times lag by an hour or more.

Industry context: No-code agent builders plus standardized context connectors respond to a persistent enterprise friction point-integrations and data plumbing-that has slowed agent rollouts. Observers tracking similar offerings note that faster access to contextual data and embedded governance tend to shorten pilot-to-production cycles.

For practitioners: monitor whether connectors to common collaboration and HR systems reduce bespoke integration work in real deployments, and whether xLAs produce actionable correlations between service performance and employee experience. Also watch adoption signals from existing Freshservice customers and any published case metrics that corroborate the reported telemetry.