Customer support · Production

Freddy AI Agent: AI-powered customer support resolving up to 80% of queries across all channels

The problem

Businesses handling high volumes of repetitive customer inquiries struggled to scale support across all channels while maintaining quality, requiring human agents to handle every issue manually.

Workflow diagram · grounded in source
1
Customer contacts via any channel
trigger
“Oavsett om kunderna skickar meddelanden till dig via e-post, webbchatt, WhatsApp eller sociala medier hanterar AI-agenter konversationer konsekvent över alla kanaler”
2
AI reads and understands query
ai_action
“AI-agenter för e-post som läser varje inkommande e-postärende, förstår frågan och svarar med rätt lösning”
3
Real-time action on backend systems
ai_action
“Genom att ansluta till dina backend-system kan de behandla återbetalningar, uppdatera beställningar, verifiera detaljer och lösa vardagliga problem automatiskt”
4
Smart escalation to human agent
routing
“När mänsklig hjälp behövs vet AI-agenter exakt när (och hur) de ska eskalera. De överför konversationer med fullständig kontext”
5
Human agent continues with context
human_review
“agenter kan hoppa in utan att backa och kunderna behöver aldrig upprepa sig”
Reported outcome

PhonePe automates 80% of its queries to serve over 300 million users with AI agents, providing contextual self-service powered by full transaction history.

Reported metrics
queries resolved by Freddy AI Agentup to 80%
PhonePe queries automated80%
PhonePe users served300 million
Languages supportedover 60
Show all 5 reported metrics
queries resolved by Freddy AI Agentup to 80%
PhonePe queries automated80%
PhonePe users served300 million
languages supportedover 60
pre-built agent workflowsover 50
Reported stack
AI Agent StudioShopifyStripePayPalFedExWhatsAppWix
Source
https://www.freshworks.com/se/freshdesk/omni/freddy-ai-agent/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

PhonePe automates 80% of its queries to serve over 300 million users with AI agents, providing contextual self-service powered by full transaction history.

What tools did this team use?

AI Agent Studio, Shopify, Stripe, PayPal, FedEx, WhatsApp, Wix.

What results were reported?

queries resolved by Freddy AI Agent: up to 80%; PhonePe queries automated: 80%; PhonePe users served: 300 million; Languages supported: over 60 (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer contacts via any channel → AI reads and understands query → Real-time action on backend systems → Smart escalation to human agent → Human agent continues with context.

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