Customer Experience AI Agent agents
Supported Supported Partial support Supported Supported
Freshworks
3.7(7 G2 reviews)San Mateo, USAFounded 2010
Autonomous customer-service agent inside Freshdesk Omni; resolves queries and takes actions such as refunds and record updates on chat, messaging and email, with copilot module.
Overall scoreFive points for every passed standard task. Missing or failed tasks earn zero. This result was evaluated on Aug 5, 2026.
105points
21/46 tasks passed
G2 task evaluationScores based on G2's standardized task evaluation, separate from buyer reviews.
Accuracy72
Policy compliance70
G2 buyer reviewsAggregate scores reported by verified G2 reviewers. These do not affect the task-based Overall Score.
Ease of use70
Quality of support70
Estimated autonomyA sourced estimate of how independently the agent can plan and complete work on the L1–L5 scale.
Where this agent sits on the L1–L5 autonomy scale.
L3-L4
L1L2L3L4L5
Skills
The five shared skills reviewed for products in this category.
Case Routing & Escalation
Grounded Answers
Policy Compliance
Refunds & Billing
Performance claims
Vendor-reportedResolve up to 80% of queries on chat, messaging apps, and email
Frontier skillsEmerging agent capabilities explicitly documented in reviewed product sources.
End-to-end reschedules and refunds executed in chatyes