Solution article generator: Save time when creating help articles

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Support agents often have to create solution articles to help their customers understand products and offerings. This can be a time-consuming task that can drain productivity. However, a new feature called Article Generator has been introduced to help support agents create detailed help articles quickly and easily.

With Solution Article Generator, support agents can automatically create detailed help articles with just a few prompts. This feature helps them save time and frees them up to focus on complex customer issues requiring creativity and empathy. Here is how you can use the feature:

1. Enable the feature from the Admin panel: On the Admin page, click on ‘Freddy’ (under the section titled ‘AI features’). On the Freddy admin panel, you’ll see a list of all Freddy features. click on the toggle button next to ‘Ticket content assist’ under Copilot to enable it for your account.

2. Open the article editor: Click 'Solutions' on the left navigation menu and select 'New article'. This opens up the article editor, where you can create a new article.

3. Enter the prompts for creating the article: These prompts should be related to the problem or issue the article addresses. For example, if the article is about resetting a password, the prompts might include "Enter your email address" or "Click on the reset password button."

4. Generate the article using the prompts: Click 'Generate article'. The Article Generator will use your prompts to create a detailed solution article. The time it takes to generate the article will depend on the complexity of the prompts.

5. Review and edit the article: Once the article is generated, you can review it and make necessary changes or edits. This step ensures that the article is accurate and easy to understand.

The solution article generator feature now delivers output in the agent's profile language for more personalized communication. 

6. Publish the article: Finally, when you are satisfied with the article, you can publish it for your customers.

Article Generator can be a valuable tool for support agents who want to create detailed help articles quickly and easily. By following these simple steps, support agents can use this feature to save time and improve productivity.

Note:

This feature is currently available as an add-on for Freddy Copilot. Interested customers on Pro and Enterprise plans can reach out to their account managers or navigate to their respective billings pages to purchase the add-on.

Note: The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.