Chennai, India, Nov17th, 2025:-

Freshworks’ agentic workflows are transforming customer service across sectors:

Fintech: Manage balance and statement inquiries, review credit scores, provide billing details, process payments, and support updates or cancellations.
Logistics: Track shipments, schedule pickups, validate documents, automate claims, and manage reverse logistics.
Travel: Book trips, modify reservations, manage loyalty programs, access travel updates, and capture customer feedback.

Since the launch of Freshworks’ agentic workflows in June, early-access customers have reported an average 65% deflection rate, with some achieving up to 80% of service issues resolved by AI Agents.

• Gail’s Bakery, a fast-growing UK retail and café chain with 100+ locations, highlights its ability to scale service quality without losing human connection.
“Freddy AI Agent now handles around a thousand inquiries every month — game-changing for a two-person team. It frees us to focus on what really matters,” said Julia Ramil, Customer Experience Manager. “The agentic workflow manages everyday questions, allowing staff to prioritize nuanced interactions that elevate customer experience.”

• Upayments, a leading Middle Eastern fintech company, credits agentic workflows with major efficiency gains.
“Freddy AI Agent automatically routes every query to the right team, eliminating an entire manual step and saving real time daily,” said Abdulrahman Al-Thekair, Customer Experience Director. “It’s no longer just automation — it has become essential to how we scale support.”

• iPostal1, a digital mailbox provider with 1.3 million mailboxes across 4,000+ locations, leverages Freddy AI Agent to automate critical customer support tasks — saving up to 12 minutes per interaction and completing key steps in as little as 7 seconds, marking a 99% improvement.

Industry experts echo the rising demand for actionable AI in service operations.
“Every customer service leader wants to leverage AI for automation, and expectations are higher than ever,” said Michelle Morgan, Research Manager at IDC. “The challenge is the time spent designing and deploying AI agents. Organizations need faster, easier ways to launch agents that not only answer questions but take action—helping teams save time and focus on high-impact work.”