Hello Folks!
Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta!
What’s new with Freddy AI for customer service this month?
There’s a lot of new updates and enhancements that we’re rolling out to customers using our customer service products with Freddy AI! Here’s a quick summary for everyone here.
Reply Suggester is now in Public Beta:
Agents now have access to AI-powered reply suggestions (generated using solution articles) to respond to incoming customer queries, resolving tickets faster and more accurately.
Learn more | Freshdesk and Freshdesk Omni
Freddy AI Agent can evaluate itself:
AI agents will generate a diverse set of customer queries to self-test their responses to identify knowledge gaps that need to be patched with more knowledge sources.
Learn more | Freshchat and Freshdesk Omni
The enhancements that are happening in the background -
Better management in Freddy AI Agent:
Admins can now archive chatbots and AI agents manually for 30 days, allowing the Admins to restore them within this window or delete them if needed.
Learn more | Freshchat, and Freshdesk Omni
Unique limits for Files used by AI agents and human agents:
AI agents will have specific files with different visibility settings, and human agents will have more control over file usage.
Learn more | Freshchat, and Freshdesk Omni
Better controls to use Freddy AI Copilot:
Admins can edit their own role and manage non-admin roles without needing to coordinate with other Admins, reducing friction and improving flexibility in account management.
Learn more | Freshdesk and Freshdesk Omni
Tone Enhancer is now easier to use:
Agents can make use of a much simpler set of tone options: More Formal and Less Formal that makes it easier for Agents to fine-tune communication style.
Learn more | Freshdesk and Freshdesk Omni
Solution Article Suggester general enhancements:
We’re rolling out enhancements to improve accuracy and confidence scores, along with a more prominent and clearer in-product display | Freshdesk and Freshdesk Omni
Quick call out -
The option to archive chatbots and AI agents is being enabled in phases and will be made available for all customers over a few days.
The self-evaluation feature for AI agents is currently being released in phases, starting with the EU and US regions. If you are outside of the EU/US interested in this feature, please reach out to your CSM/TAM/ support@freshworks.com for assistance.
