AI & Bots

46 Topics

Gain visibility into service operations with Generative AI-powered Freddy insights (Beta)

Hello Freshservice Members !!As IT leaders, are your decisions slowed down by creating and managing reports?Do you wish you had access to quick insights without scoring through tons of reports?Well, Freddy AI is here to help - with the power of Generative AI!With Freddy insights (Beta), get the right insights at the right time in a conversational way. With volumes of service desk data available at Freddy AI’s disposal, it can identify key trends, anomalies, and insights to flesh out and highlight so that proactive measures can be taken immediately. All this while not managing bulky reports - just ask Freddy AI for insights, and you will get them instantly.Here are the Freddy insights capabilities you can explore for free during the Beta period on the Pro and Enterprise plans: ✅ Explore auto-generated insights and take action with Proactive InsightsTo run an operationally efficient organization, it’s important to drive informed decisions while spending optimal time and resources on sour

2935

5 days ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: enable extended conversations with Multi-turn conversations! 🔍Freddy Fridays

Hey there! Welcome to this week's edition of Freddy Fridays, where we show you how Freddy AI Agent can provide continued assistance to fix employees’ issues with Multi-turn conversation 🌟 🧐 Struggling to gather enough context from employees to resolve issues smoothly?Do you suffer from the dearth of information at the right time and from the right sources, which could help in efficient issue resolution? Worry not - Freddy AI Agent is intelligently equipped to conversationally capture all the necessary information to provide employees with the best possible solution. 🛠️ Get started with Multi-turn conversations!With Freddy AI Agent, employees receive fully autonomous, 24/7, human-like engagement and thoughtful, context-driven responses to provide instant, best-in-class support..Learn more 🗣️ What do customers say about Freddy AI Agent?The bank quickly spun up an autonomous service portal with Servicebot, a friendly AI agent that uses natural language processing and machine learning

130

5 days ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: The Impact of Freddy Copilot on Freshworks ITFreddy Fridays

Hey There!Did you know the Freshworks IT service desk saw a decrease in average resolution time by 32% with Freddy Copilot?🤔 What is Freddy Copilot?It’s our GenAI powered assistant for agents, designed to streamline workflows and enable more efficient task handling.🤔 How did Freddy Copilot impact the performance of Freshworks IT ?🎯 Enhanced written communication🎯 Efficient ticket handling🎯 Improved resolution context🎯 Faster, contextual responsesAnd more!🌟 Would you like to learn how Freddy Copilot transformed our IT team? Watch this in-demand webinar!🚀 It's time for you to join the AI Revolution! Sign up for a demo today and see Freddy Copilot in action!CheersAnupama Phal

1941

5 days ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: ensure accessibility and inclusivity with Multi-lingual conversations! 🔍Freddy Fridays

Hey there! Welcome to this week's edition of Freddy Fridays, where we show you how Freddy AI Agent can provide human-like, personalized support with Multi-lingual conversations. 🌟 🧐 Why is natural language assistance such an important facet of support?Today’s global workforce speaks multiple languages, and it can be tricky to empower such employees with personalized assistance in their preferred language. Freddy AI Agent offers human-like support through natural language conversations that ensure efficient engagement and, eventually, delightful employee experiences. 🛠️ Get started with Multi-lingual conversations!With Freddy AI Agent, global employees can share queries and receive tailored and localized support from virtual assistants in their natural language of choice. Freddy AI Agents can interact and translate all available content in service catalogs and knowledge bases in 40+ languages.Learn more 🗣️ What do customers say about Freddy AI Agent?Our internal customers can actual

13 days ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Friday: Gain transformative IT impact with Freddy AI Agent! 🚀Freddy Fridays

Hey Community!🤔 Did you know?Our customers have seen a whopping 53% ticket deflection with the gen-AI powered Freddy AI Agent as per the Freshservice Benchmark Report 2024.🤔 What is Freddy AI Agent?Freddy AI Agent is the new generation of easy-to-deploy and use autonomous service agent that can be deployed in minutes and is built to deliver exceptional employee experiences. Using Freddy AI Agent, IT teams can deliver personalized, near-real-time support that meets employees’ individual needs, freeing up time for users in IT, HR, and other internal service teams to do more fulfilling work. Freddy AI Agent operates 24/7 across tools like Microsoft Teams, Slack, and other internal collaboration channels to assist employees when they need it. 🗣 What customers think of Freddy AI Agent?Freshservice's generative AI-powered Freddy AI Agent — in conjunction with Microsoft Teams — provides employees with 24/7 support and shortens resolution times within Teams - A leading global automotive pla

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26 days ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: Discover the Magic of Freddy AI in Our Exclusive Live Demo!Freddy Fridays

Hello Community,🚀 Unlock Seamless Service Excellence with Freddy AI! Step into the future of service management with our interactive, info-packed webinar designed to showcase how Freshservice can transform your IT and business operations. Whether your team is 50 strong or 5,000, we’ve got the right-sized solution for you! If you’re looking for a headstart with Freddy AI, join us to explore: 🎯 AI-Powered Service Delivery with Freddy Copilot: Elevate your service quality and efficiency with intelligent productivity tools.🎯 Humanized support with Freddy self service: Enable effortless, conversational first-line support with AI-driven Virtual Agents.🎯 Data-Driven Operations with Freddy Insights: Harness service desk insights to proactively manage and optimize your workflows.Date: August 7, 2024Time: 10:30 a.m. PDT Get ready to see how Freshservice increases service desk efficiency, delivers unparalleled employee delight, and supercharges your ROI. Don’t just take our word for it - ex

351

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

🌟 Freddy Friday Spotlight: Mastering Freddy Copilot 🌟Freddy Fridays

Hey Community!Are you ready to unlock your IT team's full potential and revolutionize your workflow? Join our upcoming webinar, "Mastering Freddy Copilot," and discover the transformative power of AI in boosting your team's efficiency!"Here's what you can expect to learn:🚀 AI Capabilities: Get an inside look at how Freddy Copilot harnesses cutting-edge AI technology to streamline processes and enhance productivity across your IT team.💡 Boost Efficiency: Learn proven strategies to optimize your team's performance, reduce downtime, and accelerate problem-solving with Freddy Copilot as your trusty sidekick.⚡ Immediate Impact: Discover actionable insights that you can implement right away for an immediate boost in your team's operational efficiency.Don't miss out on this opportunity to explore how Freddy Copilot can be a game-changer for your IT operations. Whether you're an IT manager, a tech enthusiast, or simply curious about the future of AI in the workplace, this webinar is for you!

140

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

💡 Freddy Friday: Not Sure Where to Start with AI? Join us to take off 🚀Freddy Fridays

Hey Community!Wondering how to successfully integrate AI into your IT service management? Worry no more! We are excited to announce that our Freddy Masterclass Webinar Series is now available on-demand to guide you every step of the way with Freddy Copilot. Here’s a sneak peek of what our first webinar will cover:🧠 Why AI Now?Discover why AI is more than just a buzzword and how it’s evolving service teams to meet modern employee expectations. This is your chance to understand the real-world benefits of incorporating AI into your operations.🧠 Freddy AI in ActionLearn about the transformative power of Freddy AI! See how it assists with self-service for employees, enhances agent productivity, and provides critical insights for decision-makers. 🚀🧠 Real ImpactHear inspiring success stories of enterprises that have unlocked unprecedented levels of productivity and achieved significant improvements in resolution and response times. 📈But that’s not all! We'll also delve into our exciting

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1 month ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: A Recap and an Exciting Update about Freddy Translate!Freddy Fridays

Hey There!Today, we're doing a quick recap of Freddy Translate and giving you a sneak peek into an exciting enhancement to this capability coming up this month.🤔 Dealing with Language Barriers in Support?We know that communication can sometimes be a challenge when offering global support. Language differences can lead to delays in resolving issues and employee dissatisfaction.🗣 A Quick Reminder: Freddy Translate is Here to Help!For those who missed it, Freddy Translate is a game-changer for distributed support teams. This powerful feature allows you to:Translate Entire Tickets: Instantly translate incoming tickets into your agents' preferred language with a single click.Translate Parts of the Ticket Thread: Selectively translate specific responses in a ticket thread for better context and clarity.Learn more🌟 Exciting News: Enhancement Coming This Month!We're thrilled to announce that we'll be enhancing Freddy Translate to include a new feature in this month's release:Translate Respo

120

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: breaking language barriers with Freddy Translate! 🌎Freddy Fridays

Hello there!Welcome to this week's edition of Freddy Fridays, where we introduce another game-changing innovation for global support teams - Freddy Translate! 🌟🔍 Struggling with language barriers in support?How frequently do your service teams struggle to provide support to your global teams? Language differences can disrupt communication, delay issue resolution, and negatively impact overall employee satisfaction.🗣 Introducing Freddy Translate!Freddy Translate optimizes ticket handling for globally distributed teams by instantly translating incoming tickets into the agent's preferred language. This enables agents to provide fast and effective support, no matter the language barrier.🤔 Where can you find it?Navigate to Admin > Freddy AI and enable the toggle for Translator.🤔 How does it work?🌎 Translate Entire Tickets: Click the Translate option at the top of the ticket.🌎Translate Parts of the Ticket Thread: Use the Translate options available in each ticket response.Learn Mor

981

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

✨ This week on Freddy Fridays: Learn the tricks to get started with Freddy Copilot ✨Freddy Fridays

Hey There!In this week’s edition of Freddy Fridays, we take you through a systematic step-by-step guide to get started with Freddy Copilot!🤔 What is Freddy Copilot?Freddy Copilot is your ultimate assistant, helping agents improve productivity and thus elevating your overall service efficiency.🤔 What’s inside this guide?⚡ An introduction to Freddy Copilot and why it is needed⚡ A 5-step process for admins to easily set up Copilot for their service teams⚡ More on unlocking maturity with Freddy AI solutions⚡ FAQs and resources✨ Launch and leverage Freddy Copilot successfully -> Download the guide today!❓ Need a walkthrough of how to use the guide? Sign up for our Freddy Copilot for IT: A Masterclass Series to learn more!CheersAnupama Phal

190

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

🎉 This week on Freddy Fridays: Help Shape the Future of Freddy AI Onboarding Experience! 🌟Freddy Fridays

Hey Freddy Copilot User,We know your insights are invaluable! We’re reaching out to you because your feedback can help us redefine our training resources and support strategies.Wouldn't you love to contribute to the evolution of Freddy Copilot? Take our quick survey and significantly impact how we enhance our AI-powered tools' onboarding and adoption experience.📝Here's why your input is crucial:🔧 Influence Training Resources: Help us create the most effective and relevant training materials for you and your peers.💬 Shape Support Strategies: Ensure our support systems address your needs directly and efficiently.🚀 Maximize Tool Utilization: Your feedback will help us optimize Freddy Copilot, boosting your productivity and satisfaction.Take a moment to share your experience with us and become an integral part of Freddy Copilot’s journey to excellence. Your voice will shape the future, making it brighter for all users.We appreciate your engagement and look forward to building a better

120

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: Not Sure Where to Start with AI? Join us to take off 🚀Freddy Fridays

Hello there!Are you wondering how to integrate AI into your IT service management? Join our upcoming webinar series designed to guide you every step of the way with Freddy Copilot. Here's what we'll cover in our first webinar. Why AI Now? Discover why AI is more than just hype and how it’s transforming service teams to meet modern employee expectations.🌟Freddy AI in Action: Learn how Freddy AI assists with self-service for employees, boosts agent productivity, and provides critical insights for decision-makers. 🚀Real Impact: Hear success stories of enterprises unlocking productivity and achieving significant improvements in resolution and response times. 📈We'll also delve into our exciting roadmap areas to help you unleash the next level of service management. Here’s what you can achieve with Freddy Copilot in the months to come:Achieve high service quality with standardized ticket handling 🗃 Speed meets accuracy - accelerate ticket responses ⚡ Stay ahead of issues with proactive s

340

3 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: enhancing issue resolution with Similar Ticket Suggestions! 🔍Freddy Fridays

Hello there!Hey there! Welcome to this week's edition of Freddy Fridays, where we show you how you can proactively identify similar tickets 🌟🤔 Struggling with similar tickets being worked on in siloes?How often do your service teams encounter repeat tickets or miss related issues that could have been resolved more efficiently? Identifying similar tickets manually can be time-consuming and may delay overall issue resolution.🗣 Get started with Similar ticket suggestions!With Freddy Copilot, agents can detect and correlate similar service requests and incidents across languages.🤔 How does it work?🔍 Similar ticket detection: Identify active incidents and service requests similar to the one currently being handled in the service desk.🔍 Cross-language correlation: Identify similar tickets across different languages, ensuring quicker issue resolution regardless of language barriers.🔍 Reference past resolutions: Get visibility into similar issues that have already been resolved and allo

3 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: Explore Freddy Copilot with a Free 30-Day TrialFreddy Fridays

Hey there! 🚀 Unlock Next-Level Service Excellence with Freddy Copilot! Here’s a chance to explore how Freddy Copilot can elevate your service operations, boost agent productivity, and ensure consistent, high-quality services with advanced generative AI tools. Sign up now for a 30-day free trial and get a first-hand experience of the following benefits: 🎯Efficient Ticket Summarization: Save time with auto-generated summaries.🎯Fast, High-Quality Responses: Craft professional and informative replies effortlessly.🎯Accelerated Ticket Handling: Speed up and streamline your workflows.🎯Enhanced Self-Service: Empower employees with AI-generated help articles.🎯Simplified Administration: Easily manage service desk activities with conversational AI. Join satisfied customers like Porsche and transform your service operations today. ✨ Sign up for your free trial now and experience Freddy Copilot in action! CheersAnupama Phal

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4 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: Elevate Your Service with Effortless Resolution Notes 🎉Freddy Fridays

Hey there!📅 Welcome to this week's edition of Freddy Fridays, where we highlight another GenAI innovation - the Resolution Notes Generator! 🌟 🤔 What does it do? The Resolution Notes Generator extracts all the important information from a ticket thread and summarizes the discussions, providing a clear and concise overview of how the ticket was resolved. 📚 When would you use it? When complex issues arise, and multiple teams collaborate to resolve them, important context can get lost in ticket threads. Capturing a clear summary of how the issue was resolved is invaluable for other agents who may need to reference it, especially when Freddy identifies similar incidents from the past. These detailed resolution notes also enhance the generation of reply suggestions.💡 Bonus tip: Mandate resolution notes by configuring business rules for tickets. 🛠 How to use1. Navigate to the ‘Resolution’ tab or click the ‘Add resolution’ button on the right pane.2. Click on the ‘Generate resolution’ bu

1580

4 months ago

anupama.phalCommunity Manager

published in AI & Bots

✨ This week on Freddy Fridays: All about our recent Freddy Copilot webinar! ✨Freddy Fridays

Hey Freshservice Community!Freddy Copilot is transforming the way IT work is done. The customer conversations we witnessed in our recently concluded webinar were a testament to this - here’s a quick roundup for you! 🎉Last week, we concluded our webinar titled Elevate IT Performance with the power of GenAI. Firstly, thank you for bringing significant participation and an engaging audience to this session.Here are all the resources you’ll need:🗂 Slideware🎥 On-demand Recording💡 More on CopilotNote: If you’ve expressed interest in a Freddy Copilot demo or the free Freddy Copilot trial in this webinar, our teams will contact you soon. Stay tuned! Meanwhile, you can sign up for a personalized demo here.🙌PS: Watch this space for more engaging insights around Freddy Copilot! 🎊CheersAnupama Phal

550

4 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: generating high-quality help articles in a snap✨Freddy Fridays

Hey there!Welcome to this week's edition of Freddy Fridays, where we highlight another GenAI innovation - the Help Article Generator! 🌟 🤔Did You Know? According to the analysis done by the Freshworks Value engineering team, customers can save up to 65% of time in creating help articles. 🤔How is this done? The Help Article Generator aids agents in creating comprehensive help articles and FAQs with ease. By pulling from context publicly available information sources and existing tickets, it can draft quality content in just a few prompts. 🤔When would you use it?Creating self-help articles can be time-consuming. However, agents need to populate the knowledge base with detailed help articles and FAQ documents to empower employees to find answers through self-service without always relying on the IT service desk. These articles also ensure that Virtual agents and Reply Suggesters find relevant information to function effectively. 🤔How does it help?1. Speedy Drafts: Reduce the time spen

220

4 months ago

anupama.phalCommunity Manager

published in AI & Bots

This week on Freddy Fridays: ✨ Explore the Latest Innovations in Freddy Copilot! ✨Freddy Fridays

Hey there!In this week’s edition of Freddy Fridays, we spotlight our latest innovations that elevate your service operations game. 🤔 What’s New with Freddy Copilot?Improved Reply Suggestions & Help Article Generation: Our AI now crafts response suggestions and help articles using the existing ticket context. Enhanced Ticket Field Suggestions: Compare suggestions with current field values for more accurate ticket assignment. Multilingual Similar Ticket Suggestions: Detect and correlate similar service requests and incidents with higher precision across different languages.🔮 What’s coming up?Translator: Translate incoming tickets to better support your global workforce. Stay tuned! 📅 Curious to know more? Join us on June 27th!Want a live walkthrough of these features? We’re hosting a session packed with live demos, exciting updates, and best practices so you can get started immediately. 🚀 Don’t Miss Out!Save your seat and register now to see how Freddy Copilot can boost your serv

420

5 months ago

anupama.phalCommunity Manager

published in AI & Bots

📊 This week on Freddy Fridays: Introducing Freddy Copilot Reporting 🚀Freddy Fridays

Hey there!Welcome to this week's edition of Freddy Fridays, where we spotlight one of our latest enhancements: Freddy Copilot Reporting 🎉 🤔Did You Know? Freshservice customers experience an impressive 39% reduction in average resolution time. Curious about the impact of Freddy AI on your own operations? Freddy Copilot reports are here to provide the insights you need. 🤔What is Freddy Copilot Reporting? Freddy Copilot Reporting offers a detailed analysis of how your agents utilize Freddy Copilot and its impact on service desk KPIs. With these insights, you can measure the business benefits of integrating Freddy AI into your daily operations. 🤔How does it work?Track Feature Usage: Monitor usage for Freddy Copilot features that your agents are leveraging. Impact Metrics: Analyze the enhancement of key service metrics, including employee satisfaction scores, average resolution time, average first response time, and first call resolution time.🤔Where can you find it?Navigate to your Ana

1230

5 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: crafting perfect ticket responses in an instant ⚡Freddy Fridays

Hey there!Welcome to this week's edition of Freddy Fridays, where we shine the spotlight on one of our recent GenAI innovations - Reply suggester🎉 🤔Did You Know? Freshservice customers are enjoying an impressive 39% reduction in average resolution time. The secret? Reply suggestions powered by Freddy Copilot! 🤔What is Freddy Copilot? Freddy Copilot is your ultimate assistant, helping agents draft responses instantly. It intelligently pulls content from help articles and existing tickets to generate ready-to-go responses with just a click. 🤔How does it work?1. Open Your Reply Box: Navigate to where you draft your response.2. Click 'Generate Response: Let Freddy work its magic.3. Voilà!: A perfectly crafted response is at your fingertips.Learn more Customers like Porsche use Freddy Copilot to supercharge their agents' productivity and enhance customer satisfaction. 🚀Time for you to join the AI Revolution! Don't miss out on the efficiency boost. Sign up for a demo today and see Fred

310

5 months ago

anupama.phalCommunity Manager

published in AI & Bots

Introducing Freddy Fridays !Freddy Fridays

Hello Freshservice Members !Freddy Copilot is here to transform the way work is done in IT Service Management. We’re thrilled to bring you the Freddy Fridays series, where we’ll share valuable insights, feature highlights, and key updates on recent Freddy events to help you leverage Freddy better! 🙌 So, this week we concluded our webinar titled Unlock Productivity with Freddy Copilot and we loved hosting you! Firstly, thank you for bringing in great participation and being a very engaging audience in this session.Here are all the resources you’ll need:🗂 Slideware🎥 On-demand recording 💡 More on CopilotIf you’ve expressed interest in a Freddy Demo in this webinar, our teams will connect with you soon, stay tuned!PS: Watch this space for more engaging insights about Freddy Copilot!CheersAnupama Phal

920

5 months ago

rashmi.nagCommunity Manager

published in AI & Bots

Let’s talk Modern EX - A Virtual Agent Deep Dive [Webinar Series]

Hello Freshservice Users!We have an interesting webinar series coming up, just for you! Introducing Let’s talk Modern EX - A Virtual Agent deep-dive, presented by FRESHSERVICE PRODUCT TEAM.What is Modern EX?The Freddy-powered Modern employee experience suite enables you to set up an AI-powered, employee-centric experience that empowers your entire workforce: your end-users, admins, and agents. This includes Virtual agent - our AI-powered conversational support deployed on Microsoft Teams and Slack.What's in store in this webinar?A walkthrough of Modern EX suite with a special spotlight on our flagship feature - Virtual Agent. Complete walkthroughs, roadmap deep-dive, and end-to-end setup demos - all this in 4 days!Here's what is coming up:Date Topic Description October 6, 2022 Introduction to Freshservice Modern Employee Experience and Virtual Agent Walkthrough of all Freddy-powered features, latest enhancements, and roadmap. October 11, 2022 Virtual Agent for Microsoft Te

3117

3 hours ago

ckesgrpApprentice

asked in AI & Bots

API Webhook for custom fields in "Document Template" Service Request

I want to create a Service Request for a Document Template and already prefill all the neccessary fields for the document. I was able to create the webhook to create the Service Request, but I’m unable to fill the custom fields in the document. I tried “custom_fields” but only get a invalid_field response. Any Idea how to acomplish this? The v2 API documentation was not very helpful.

1051

5 days ago

mannsFeatured Influencer

posted in AI & Bots

IT support skills for 2023 and beyond?

The way that COVID time seems to work, you’ll blink and it’s already 2023. However, so much is changing right now for IT support that we should be planning for the impact that factors such as employee experience, AI enablement, and enterprise service management will have on service desk resourcing levels and the skills required of our people.What do you see as changing (in terms of required skills)? And are you already looking to address any gaps? Please share with others via a response. Thanks :)

350

5 days ago

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