About AI Agents

AI Agents are people-first, AI-powered bots designed to handle Level 1 support and how-to queries automatically. They learn from multiple knowledge sources, such as solution articles, files, web links, and custom Q&As, to deliver accurate, conversational responses to your customers.

You can deploy AI Agents across multiple channels like WhatsApp, Web Chat, Facebook, and Instagram (available only in Freshdesk Omni), so customers can get help wherever they are.

Benefits:

AI agents can:

Deliver instant, personalized answers based on your knowledge base and uploaded content.
Enhance customer experience with natural, multi-turn conversations and multilingual support.
Automate routine queries and free up your support team for complex issues.
Maintain brand consistency with configurable personas, tone, and instructions.

Set up AI Agent

You can go live with an AI agent in a few easy steps:

Create a new AI agent
Configure AI Agent knowledge sources, workflows, and responses
Map it to your preferred communication channels

Create a new AI Agent

Log in to your account as an admin.
From the left navigation pane, click AI Agent.
Click Create new.
Enter the Name and select the Primary language.
Click Create.

Configure the AI Agent

After creating the AI agent, configure its capabilities, which include the following:

Add knowledge sources
Add the knowledge sources from which you want the AI Agent to learn.You can add PDFs, URLs, FAQs, and custom Q&As. For more information, see Configure Knowledge Sources.
Configure Workflows
Extend your AI Agent’s capability with Workflows to perform actions, such as, order cancellations or subscription updates.
You can build and manage workflows using:
- Workflow builder
- Workflow library
  For more details, see Workflows.
Define AI Agent persona
Give your AI Agent a distinct personality that reflects your brand:
- Name & Avatar: Create a relatable, branded identity for your AI Agent.
- Business Details: Define your industry, offerings, and terminology to improve contextual understanding.
- Instructions: Define how the bot should interact and escalate.
- Spam & Out-of-Scope Handling: Automatically identify and deflect irrelevant or semantically unclear queries without triggering fallbacks.
  For more details, see Define AI Agent Persona.
Configure AI Agent Responses (Optional)
You can use preconfigured messages or modify any preset messages to set up AI Agent responses for the scenarios below:
- Introductory greeting- Customize how an AI Agent should greet customers. You can use placeholders for fields such as customer name, email, phone, etc.
- Collect Customer Feedback: Draft a message to message to collect feedback from customers to improve the AI Agent’s performance.
- Transfer Conversation to Agent: Set the message to send to the customer while switching the conversation to an Agent.
- Send Failure Message: Trigger a failure message when the AI Agent cannot respond to a user’s query.
  For more details, see Configure AI Agent Responses.
Settings (optional)
In the Settings section, you can configure the following advanced settings:
- Auto-resolve due to inactivity: Set the timeframe in which the conversation can be closed in case the customer is not responding.
- Externally Shareable Preview: Share your AI Agent’s preview link with others outside Freshdesk.
- Agent handoff experience outside business hours: Configure how your AI agent should work when a conversation is transferred to an agent outside business hours.
- Collect user details: Gather the user's contact information, such as name, location, email etc.
  For more details, see Configure Advanced Settings for AI Agents.

Map AI Agent to Channels

Once you’ve configured your AI Agents, you can deploy and map them to communication channels where your customers engage with you.

Mapping your AI Agent to channels ensures it can respond to customer queries in real time, maintain consistent conversational experiences, and provide immediate assistance. You can deploy your AI Agent on the following channels:

Web Chat
WhatsApp
Facebook
Instagram (available only on Freshdesk Omni

To map AI Agent to channels:

On the AI Agent Studio page, click Map to channel.
Select the channel on which you want to deploy the AI Agent. You will be redirected to the respective channel configuration page for the selected channel.

For example, if you choose Web Chat, you will be redirected to the Web Chat Topic Configuration page.

Choose the Web Chat topic on which you want to deploy the AI Agent.
Click Configure and enable Start with AI Agent.
Choose the AI Agent to map.
Click Publish.

The AI Agent will now be linked to the Web Chat widget associated with the Web Chat Topic. You can then deploy the widget on your website or product portal. For more details, see Create Web Chat Topics.

Analyze bot performance

Track and improve your AI Agent’s performance using the Analyze tab.

The tab includes the following:

Performance Summary: View key metrics like total conversations, resolution rate, and agent transfers.
For more details, see Monitor AI Agent Performance Summary.
Improve AI Agent: Identify unanswered or unhelpful queries to refine your knowledge base. It provides the following details:
1. Unanswered queries: View questions the AI Agent could not answer and improve responses by updating your Knowledge Base or adding Q&As.
2. Answered queries: Review the AI Agent’s responses and create Q&As for more accurate, context-specific answers.
3. Unhelpful responses: Identify why customers marked responses as unhelpful and refine your Knowledge Base or Q&As accordingly.
  For more details, see <Improve AI Agent Responses and Accuracy>
4. Ticket logs: Access detailed logs, including customer names, timestamps, conversation IDs, and links to the respective conversation.
  You can click on each ticket log to view the detailed logs for each conversation.
  
  For more details, see Track and Analyze Ticket Logs.