Freddy is our AI offering from Freshworks. Freddy helps you offer real-time zero contact resolution, intelligent automation, agent assistance, and happier customers. Here's a sneak-peek into the different Freddy features.
Agent Assist Bot
Create conversational flows for your agents to get the help they need right from within Freshdesk. When your agents are stuck on a ticket, they can quickly initiate the Assist bot to receive assistance from Freddy and provide an excellent customer experience. Learn more.
If you have well-documented solution articles, but your customers prefer sending an email instead of going through your articles, Freddy is here to help with the Email bot. The Email Bot uses machine learning to identify the right solution article to help your customer and responds to their email automatically. You can further manage the Email bot by setting up trigger conditions and customizing the response template. Learn more.
Agents spend a lot of time categorizing, prioritizing, and routing incoming tickets. Freddy’s Auto Triage uses machine learning to identify patterns in your past tickets and automatically predicts incoming ticket properties. Tickets can be assigned to agents queues faster by having fields like the type, group, and priority fields automatically filled in. Free up your agents' time, increase their productivity, and boost morale by automating repetitive tasks with Freddy. Learn more.
Freddy’s Solution Suggester helps your agents respond quickly to tickets by suggesting the right solution articles to them. Freddy’s Thank You Detector automatically determines if a customer response to a “Closed” or “Resolved” ticket is a genuine question or an expression of gratitude — and reopens the ticket only if necessary. Learn more.
If you haven’t started yet, head over to Admin > Freddy Configuration to start offering a better customer experience today. If you’re already using your Freddy features, do let us know what you think in the comments.
Note: Freddy Starter features are available to customers on the Freshdesk Forest 2020 and the Freshdesk Forest Omnichannel 2020 plans. 5000 Freddy sessions are included every month for free with these plans.