If you've managed a support team in the last five years, you know the nightmare of “dumb” chatbots. Those rigid flowcharts that, at the slightest deviation from the script, responded with a frustrating “Sorry, I don't understand,” forcing the customer to shout “Talk to a human!” It's 2026, and with AI agents like Freddy AI from Freshworks, that era is over.
Freshworks, a strategic partner of Priceless Consulting, didn't just update its AI engine; it redefined the category with Freddy AI Agent. We are no longer talking about "assistants" that suggest answers or help links. We are talking about digital agents that solve problems from start to finish, autonomously.
To understand why this is transformative for the mid-market, we need to look at the path taken so far.
From assistance to autonomy: the Freddy AI timeline
The evolution of AI at Freshworks didn't happen overnight. It was a deliberate strategy to remove the complexity from business automation.
The Predictive Phase (Pre-2023): Freddy started as a machine learning algorithm focused on classification. It "guessed" ticket fields and detected sentiments. Useful, but passive.
The GenAI Explosion (2023-2024): With the boom in LLMs, the Freddy Copilot. Here, AI became the human agent's "right-hand man": summarizing conversations, rewriting emails, and suggesting solutions based on history. Productivity increased, but the human still had to pilot the system.
The “Agentic” Era (Next-Gen Platform Launch in 2025): The big leap. Freshworks restructured its stack to create agents that act. Instead of decision flows (“If X, then Y”), Freddy began using contextual reasoning to navigate complex systems without direct supervision.
What changes in practice with Freddy AI?
The major flaw with most AI tools to date has been that they are very good at talking, but terrible at doing things. Freddy AI Agent reverses this logic. It doesn't want to have long conversations with you, your customer or employee; it wants to solve the problem. Imagine this common scenario: a customer asks, “Where is my order?”
- The Old Chatbot: It sent a generic link to the carrier's page.
- Freddy the AI Agent: It connects to your logistics system, cross-references the customer's email with their most recent order number, and replies: “"Your order left the warehouse yesterday and is expected to arrive tomorrow before 2 PM. Would you like me to send you SMS notifications?"”
This transactional capability is the key differentiator. Freddy connects directly to your backend systems—whether it's to process an exchange, check stock in real time, reschedule a technical visit, or change a password. It doesn't "open a ticket" for someone to resolve later; it resolves it now.
Freddy AI Implementation
At Priceless Consulting, we know that our clients' biggest fear isn't the technology, it's the implementation. The promise of "advanced AI" often comes with expensive consulting and months of technical setup. Fortunately, Freshworks has circumvented this with the concept of Vertical AI Agents.
What does this mean for you? It means that Freddy comes already "trained" for your sector. If you manage an e-commerce business, he already knows what a "partial refund" or a "gateway error" is. If you're in IT, he already understands what a "password reset" or "software provisioning" is.
There is no need to design complex flows from scratch. With pre-built connectors for tools such as Shopify, Stripe, or your CRM, you can have a functional agent up and running in minutes, not months. And the best part? No coding required. The configuration environment is entirely visual, allowing a support manager (rather than a software engineer) to adjust the agent's behavior.
The invisible "passing of the torch"
Autonomy doesn't mean abandoning the customer. On the contrary, it means knowing when to ask for help. Freddy was designed with safety and empathy protocols. If it detects that a problem is too complex, sensitive, or if the customer shows signs of frustration, it immediately escalates to a human agent.
But it does so intelligently: it conveys the complete context of the conversation. Your human colleague doesn't need to ask “"How can I help?"” or “What is the order number?”. He enters the conversation already knowing everything that happened, ready to resolve the emotional or technical aspects that the machine couldn't. It's a fluid collaboration, where AI handles the repetition and the human handles the exception.
Why bet on autonomy now?
For companies seeking operational efficiency, the math is simple. Older chatbots focused on the Deflection Rate (preventing the ticket from reaching the human). The Freddy AI Agent focuses on Resolution Rate (to solve the problem effectively).
This frees up your team for what really matters: consultative selling and solving complex problems that require nuance.
Technology that serves business
Freshworks' promise for 2026 has been fulfilled: they have democratized Agency AI. You no longer need to be an enterprise with an unlimited budget to have world-class, secure, and efficient support.
At Priceless Consulting, we believe that technology should serve the business, not the other way around. Freddy AI Agent is currently one of the tools with the best Time-to-Value on the market for those who want to automate without losing the human touch.
Want to see how Freddy performs with your company's real data? Contact us using the form below.We'll show you how to transform your cost center into a satisfaction center.
