Freshworks

What the automated decision is: Freddy AI agent answers customers; Freddy copilot drafts and summarises for agents

WF-P-000055

Made by

Freshworks Inc.

About the vendor

• Freshworks Inc. is headquartered in San Mateo, CA.
• Freshworks Inc. gives its head office as San Mateo, CA, US, on its own website.
• Freshworks Inc. reported revenue of $839m for 2025.

Compliance & AI governance

SOC 2ISO 27001As the company states it, in its SEC filings (tier A) or on its own website (tier B). Not checked against the certifying bodies.

AI laws

• Bot-disclosure laws (California SB 1001 · Utah · EU AI Act)None found
  Has the vendor published how its AI agents tell customers they are talking to a bot?
• EU AI ActNone found
  Has the vendor published a statement on its duties under the EU AI Act?
• Wiretap and call-recording laws (California CIPA)None found
  Has a lawsuit alleged the vendor's system recorded, transcribed or analysed customers' calls or chats unlawfully?
• Illinois BIPA (voiceprints)None found
  Has a lawsuit alleged the vendor's system collected voiceprints or other biometrics in violation of Illinois' BIPA?

Each law is asked as a question public evidence can answer. “None found” describes our search of the vendor’s own site, news and court reporting on 2026-10-06 — not a finding that the company has or has not complied. A lawsuit is an allegation, not a finding.

Customers

• Freshworks Inc.'s 10-K filed 2026-02-26: Freshworks had approximately 3,760 customers each contributing $50,000 or more in annual recurring revenue as at 31 December 2025.
• Freshworks Inc.'s 10-K filed 2026-02-26: Nearly 75,000 companies use Freshworks' solutions.

In its SEC filings

10 disclosures — 4 litigation · 3 how it says it uses ai · 3 ai risks it names

Litigation

• Freshworks Inc.'s 10-K filed 2026-02-26: A stockholder derivative complaint filed in 2023 asserts state and federal claims based on alleged misstatements similar to those in the securities class action.
• Freshworks Inc.'s 10-K filed 2026-02-26: A securities class action filed in 2022 alleges that Freshworks made material misstatements in its IPO offering documents; the court granted summary judgment in the company's favour, and the plaintiff has appealed.
• Freshworks Inc.'s 10-Q filed 2026-05-05: Freshworks discloses a securities class action lawsuit filed in November 2022 alleging material misstatements or omissions in IPO offering documents.
• Freshworks Inc.'s 10-K filed 2026-02-26: The company discloses that securities class action litigation has been instituted against it.

How it says it uses AI

• Freshworks Inc.'s 10-K filed 2026-02-26: Freshworks' AI offerings include Freddy AI Agents for conversational assistance, Freddy AI Copilot for agent productivity, and Freddy AI Insights for proactive monitoring and analysis.
• Freshworks Inc.'s 10-K filed 2026-02-26: The company states its AI offerings include Freddy AI Agent, Freddy AI Copilot and Freddy AI Insights, which enhance employee and customer experience and boost productivity.
• Freshworks Inc.'s 10-K filed 2026-02-26: Freshworks deploys generative and agentic artificial intelligence in certain of its products and services.

AI risks it names

• Freshworks Inc.'s 10-K filed 2026-02-26: The company identifies the risk that generative and agentic AI could create inaccurate, flawed or copyright-infringing content, potentially leading to reputational harm and legal liability if customers or others rely on it.
• Freshworks Inc.'s 10-K filed 2026-02-26: The company identifies risks from AI, including the need for additional investment to test for accuracy and bias, and increased computing costs.
• Freshworks Inc.'s 10-K filed 2026-02-26: The company warns that its use of third-party generative AI tools exposes it to copyright infringement and other intellectual property claims due to limited insight into training data and AI outputs.

What the company itself told the SEC. A model found each passage and had to quote it exactly; a disclosed lawsuit is an allegation against the company, not a finding.

Products

Freddy AI Agent · Freddy AI Copilot · Freshdesk

In court

0 cases name it as a party

Where we have looked

Searched through CourtListener / RECAP, last read 2026-10-01:

• US federal district, appellate and bankruptcy dockets — 235 courts105 district, 14 appellate, 95 bankruptcy and 21 special federal courts
• published opinions, including state supreme and appellate courts — 384 courts, including 53 state supreme courts53 state supreme, 62 state appellate, 6 state trial and 28 state special courts, plus the federal courts above

County and municipal courts are not searched, and neither is anything outside the United States. A count of nought means we found nothing where we looked, not that nothing exists.

Verified deployments

142 companies we can evidence on Freshworks, from addresses they run on its domain and from Freshworks’s own customer stories. Which ones, and since when, is a Professional feature.