AI & Bots

🎉 Freddy Friday Spotlight: See Freddy AI in Action! 🎉Freddy Friday

Hello Community, Curious about how Freddy AI can transform the way your service teams work? Join us for an exclusive Demo Webinar where you’ll get to experience the real magic behind Freddy AI’s intelligent suite—designed to boost productivity across your service teams! What’s in store for you?🤖 Engaging Demos of Freddy AI’s Latest CapabilitiesFreddy Copilot for Service Agents: Watch agents resolve issues faster with real-time recommendations and contextual assistance. Freddy AI Agent for Employees: See how employees receive always-on, human-like help in Microsoft Teams and Slack. NEW! Freddy AI Insights for IT Leaders: Discover how IT leaders like you can harness proactive insights to drive smarter decisions.👀 Sneak Peek Into the Future: Be the first to preview exciting Freddy AI innovations launching later this year! ⏰ When? 🗓 June 25, 2025 Don’t miss your chance to see Freddy AI in action—get inspired and learn how the power of AI can drive real productivity and efficiency for yo

646

20 days ago

anupama.phalCommunity Manager

published in AI & Bots

🎉 Freddy Friday: Refresh Virtual Summit — Now Available On-Demand! 🎉Freddy Fridays

Hey Community, Legacy tools are slowing teams down and burning budgets. Modern software should drive impact, not overhead. At Refresh Virtual Summit, we witnessed how Freshworks is enabling faster time-to-value with intuitive, AI-powered solutions.Missed the live event? Good news — you can now catch all the action, insights, and product deep-dives at your own pace! From AI-powered innovations to game-changing roadmap previews, the Refresh Virtual Summit was packed with everything you need to elevate employee experiences.💡 Hear from industry leaders and product experts🚀 Get early looks at what’s coming🤖 Dive into Freshworks' latest innovations in AI📈 Witness real customer stories 🙌 And much more! 👉 Watch here📅 [Upcoming Webinar] Interested in seeing more AI in action?Save your seat for the Freddy AI Demo DayCheersAnupama Phal

150

25 days ago

anupama.phalCommunity Manager

published in AI & Bots

💡 Freddy Friday: The Future of Employee Experience is Here!Freddy Fridays

Hello CommunityBig news! 🚀 Freshservice just unveiled game-changing, AI-powered enhancements designed to uncomplicate IT and employee services for everyone—from busy IT leaders to front-line agents and the employees they serve. Curious about smarter insights, seamless automation, and an employee experience that feels truly effortless? We just dropped a major update to Freshservice, and you don't want to miss what’s possible. Check out our latest blog for an inside look at what’s new in Freshservice and how AI is reimagining employee and IT service delivery. Read about the launch here 👉 Ready to see AI in action?Be the first to experience these new features and our entire Freddy AI suite, live and in action! We're hosting an exclusive Freddy AI Demo Day where you’ll see hands-on walkthroughs, real-world use cases, and get answers to your toughest questions. Reserve your spot now and discover how effortless employee experience can be! 👏Save your Seat for the Freddy AI Demo Day Cheers

120

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

Exciting news: Freddy AI Insights is Live! Get Started Now 🌟Product Launch

Hey Community,We are thrilled to announce that Freddy AI Insights is now in General Availability (GA) for all Freshservice Enterprise plan customers at no additional cost.Are you missing critical service desk trends until it's too late? Freddy AI Insights delivers proactive, data-driven intelligence so leaders like you can make faster, more strategic decisions. Imagine proactively addressing a spike in resolution times before it becomes a problem!Accelerate your decision-making – Get started now!Contact your Customer Success Manager and upgrade to the Enterprise plan to take advantage of Freddy AI Insights' GenAI-powered capabilities for smarter decision-making. Upgrade to Enterprise Plan>Unlock key benefits with Freddy AI InsightsProactive insights: Spot trends and anomalies instantly with out-of-the-box, AI-powered intelligence for faster decision-making. Root cause analysis: Drill down into the underlying issues behind trends with precision, and make data-backed decisions faster.

432

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

💡This Week on Freddy Fridays: Rethinking AI Adoption for the Modern Enterprise! 🚀Freddy Fridays

Hey there!Welcome back to Freddy Fridays — your weekly dose of innovation, insights, and intelligent automation. This week, we’re diving into a game-changing perspective from Sriram Iyer, Platforms and Vertical Products at Freshworks: "The five-part framework for AI Adoption" — a bold new take on what it really takes to scale AI in today’s workplace. 🤔 Why Should You Care?Because great AI is not just a strategic change — it’s a cultural shift. And this new framework is your blueprint for doing just that. Built on real-world experience, it’s designed to help leaders drive trust, usage, and measurable value from their AI investments. 🧠 What’s Inside:A simplified, trust-first AI adoption model Role of culture in AI adoption How to bridge the AI trust gap in your org📖 Read the blog: The AI Adoption Framework Refresh 2025 🎉 Want to see this framework in action?Join us at the Refresh Virtual Summit 2025 — where we’re unveiling the future of employee and customer experience with Freddy AI

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

💡 Freddy Fridays: Unlock Productivity—Assign Your Unused Freddy AI Copilot Licenses! 🚀Freddy Fridays

Hey Community, Welcome back to Freddy Fridays—your go-to spot for weekly tips to supercharge your team with Freddy AI! This week, we’re unlocking hidden potential: Don’t let those unused Freddy AI Copilot licenses go to waste! 🔑✨ This week, we’re focusing on a quick win for your team: Assigning any unused Freddy AI Copilot licenses. Unused licenses = untapped productivity! Why assign those licenses? Our customers have seen amazing results with Freddy AI Copilot:📉 26% decrease in average first response time⏳ 34% decrease in average resolution time Want your team to achieve these results? Make sure everyone who could benefit from Freddy AI Copilot has a license! How to assign licenses in a few easy steps: Go to Admin > Agents (under User Management) Select the team member(s) you’d like to empower with Freddy AI Copilot Under permissions, click Edit and add the “Freddy Copilot” role For even more control, create a custom role to assign only the Copilot features your agents need

110

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 Freddy Friday: Supercharge Your Service Desk with AI!Freddy Fridays

Hey Community,Curious about how AI can transform your service management and boost team productivity? 🔍 Explore Freddy AI with a Personalized Demo ✅ Freddy AI Copilot: Boosts agent efficiency with smart, time-saving actions while maintaining exceptional service quality.✅ Freddy AI Agent: Empowers employees with AI-driven self-service for faster issue resolution.✅ Freddy AI Insights: Delivers actionable insights for smarter, data-driven decisions. 💡 Why Choose Freddy AI?Trusted by leading organizations, Freddy AI accelerates resolution times, boosts employee satisfaction, and transforms service delivery — all powered by cutting-edge GenAI within Freshservice. 🗣️ Hear from Our Customers:"Freshservice's AI capabilities are the backbone of our IT operations.” — Porsche eBike Performance 🚀 See It In Action! Experience the future of AI-powered support with this personalized Freddy AI demo!CheersAnupama Phal

160

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 This week on Freddy Friday - Transform your service experience with Freddy AI AgentFreddy Fridays

Hey Community,ICYMI: Freddy AI Agent has officially launched in General Availability!This milestone transforms how your organization delivers support by providing intelligent, 24/7 assistance to employees directly in their preferred work channels. If you haven't heard yet, Freddy AI Agent is already helping companies significantly reduce support ticket volume and agent workload while maintaining exceptional service quality—all with remarkably uncomplicated implementation.💬 The Results Speak for ThemselvesIn a recent survey, here's what customers have to say about Freddy AI: 68% of customers choose Freddy AI Agent for the ease of implementation 66% report reduced agent workload 63% benefit from 24/7 accessible support "Freddy AI cut our response times by 80-90% — from hours to just 30 seconds! Ticket resolution is faster, and our agents' workload has significantly decreased" — Leading Fintech organizationWhat's New in GA?Following our successful beta, Freddy AI Agent for EX has off

200

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: Elevate Your Communication with Freddy AI Copilot’s Writing Assistant! ✍️✨Freddy Fridays

Hey there, service legends! Welcome back to Freddy Fridays—your weekly update on all things Freddy AI. This week, we’re shining a light on Freddy AI Copilot’s writing assistant capabilities—an existing suite of tools designed to help you communicate more clearly, professionally, and empathetically, all while saving you time!🚀What can Writing Assistant do for you?📝 Text Enhancer: Keep it quick and concise. Jot down a few bullet points or a short note, then let Freddy expand your thoughts into a polished, comprehensive response—no extra effort required!🔁 Text Rephraser: Drafts not hitting the mark? Instantly rephrase your text for clearer, more grammatically correct, and more effective communication. Perfect for cutting through the clutter!🌈 Tone Enhancer: Choose the right tone for every message—casual, friendly, or professional. Make sure your replies always match the situation and help build stronger relationships with requesters.Where can you use these features?✅ Ticket Replies: C

180

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: Smarter Similar Ticket Suggestions now live! 🚀Freddy Fridays

Hey there, service stars! Welcome to another edition of Freddy Fridays, your weekly scoop on all things Freddy AI.Today, we're thrilled to spotlight some exciting enhancements to Similar Ticket Suggestions—helping you resolve issues faster and work smarter than ever! 🌟 🆕 What’s new?1️⃣ Upgraded Similar Ticket Suggester ModelOur similar ticket suggester just got leveled up! The model has been upgraded to deliver smarter, more precise suggestions—so you see only the most relevant related tickets. Faster resolutions, and more accurate insights are now at your fingertips!2️⃣ Built-In Agent Feedback OptionsYou spoke, we listened! Agents can now give instant feedback on whether the suggested tickets are truly helpful for their workflow. Just thumbs up 👍 or thumbs down 👎—easy! Our team will be monitoring this feedback closely, turning your insights into continuous improvements for Freddy Copilot. Why use these suggestions?📝 Identify Similar Tickets Instantly: Find live or past incidents

160

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 This Week on Freddy Fridays: Streamlined Post-Incident Report Generation! 📊Freddy Fridays

Hello everyone!Welcome to this edition of Freddy Fridays, where we're excited to enhance your incident management with our new Post-Incident Report (PIR) generation feature! 📈 🤯 Facing Challenges with Manual Report Creation?Does your team spend countless hours creating reports about your major incidents only to find errors and missed details? Manual reporting can be tedious and error-prone, affecting your ability to analyze and improve major incident response strategies. 💡 Get started with Automated Post-Incident Report Generation with Freddy AI Copilot!With Freddy AI Copilot, comprehensive post-incident reports can be automatically compiled, capturing all essential information and resolution actions from agent conversations across collaboration channels. ⚙️ How to Use It?Resolve a major incident to access the Post Incident Report (PIR) widget on the incident details page. Click "Create Report" to open the PIR page. On the PIR page, use the pre-filled template and click "Generate Re

623

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 Freddy Friday: Unlock the Power of AI for Your Service Desk — for Free!Freddy Fridays

Hey Community,Curious about how AI can transform your service management and boost your team’s productivity? Experience it firsthand with a free demo of Freddy AI! 🔍 What You'll Discover:Freddy AI Copilot — Assists agents with smart, time-saving actions while ensuring consistent, high-quality service delivery. Freddy AI Agent — Empowers employees to resolve issues independently with AI-powered self-service. Freddy AI Insights — Delivers actionable insights to help you make better, data-driven decisions.💡 Why Freddy AI?Trusted by leading organizations, Freddy AI helps service desks reduce resolution times, enhance employee satisfaction, and improve service delivery — all with reliable, built-in GenAI on Freshservice. 🚀 Don’t Miss Out! Explore this free Freddy AI demo and discover the future of AI-powered support.CheersAnupama Phal

220

2 months ago

anupama.phalCommunity Manager

published in AI & Bots

👀 Freddy Fridays: Smarter Support Starts Here – See Freddy AI in Action!Freddy Fridays

Hey Community,Support teams are overloaded, and employees need faster answers. Freddy AI Agent is the solution!At Freddy AI Unplugged Session on April 15th, discover how to:✅ Automate Multi-Turn Conversations that summarize knowledge instantly✅ Deliver Always-On AI Support to help employees anytime, anywhere✅ Scale with Multilingual Assistance in 40+ languagesRegister Today CheersAnupama Phal

3 months ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 Freddy Fridays: Meet Freddy AI Agent – AI-Powered Support for Your Workforce!Freddy Fridays

Hello Community,What if employees could get instant, AI-driven support anytime?Freddy AI Agent makes it happen!Join Freddy AI Unplugged Session on April 15th and learn how to: ✅ Enable Human-like, Actionable Conversations for smarter employee interactions✅ Provide 24/7 AI Assistance across private and public channels✅ Support Employees in 40+ Languages for seamless global communication🔗 Save Your Spot CheersAnupama Phal

130

3 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 Freddy Fridays Exclusive: Get Ready for a Milestone Launch! 🚀Freddy Fridays

Hey Community, Exciting news is on the horizon! Mark your calendars for April 8th—the day we unveil something monumental with Freddy AI Agent! We can't spill all the details just yet, but trust us—this is the perfect time to embrace AI.Here's what Freddy AI Agent can do for you:👩‍💻 Why Freddy AI Agent? Empower your employees with 24/7 personalized assistance using powerful AI that's as trustworthy as it is easy to adopt.💬 Human-like, Actionable Conversations: Engage in multi-turn interactions with Freddy AI Agent for actionable insights summarized from various knowledge sources.⏰ Round-the-clock Assistance: Get immediate help anytime, anywhere—whether privately or via public channels.🗣️ Multilingual Assistance: With support in over 40 languages, Freddy AI Agent enhances global communication. Join Our Webinar on April 15th! Discover what's new with this launch, learn about exciting future plans, and be part of a key announcement regarding this significant milestone. Don't miss out—

391

3 months ago

anupama.phalCommunity Manager

published in AI & Bots

This Week on Freddy Fridays: Craft Your AI Strategy by Assessing Your Maturity Level 🚀Freddy Fridays

Hello everyone!This week, let’s dive into the AI Maturity Model and discover how understanding your organization’s current level can pave the way for future advancements.🌈 The AI Maturity Stages🤓 Awareness: At this stage, you are exploring AI possibilities while considering factors like cost, ROI, and security. It's about evaluating the impact AI could have on your business operations.⚙ Active: Here, AI begins to assist you with everyday tasks, improving productivity. AI tools help with routine processes such as filling ticket fields and crafting responses.🔁 Operational: At this juncture, AI optimizes your processes by providing big-picture insights and facilitating faster issue resolution. It helps you drive process efficiency with capabilities like intelligent routing and risk assessment.🤖 Systemic: AI takes over service operations, handling repetitive queries and integrating knowledge across business functions. It provides personalized assistance and localized self-service, enha

4 months ago

anupama.phalCommunity Manager

published in AI & Bots

This Week on Freddy Fridays: Unlock the Power of Reply Suggester with intent-specific suggestions! ✉Freddy Fridays

Hello everyone!This week, we’re turning the spotlight on the powerful "Reply Suggester" feature and its amazing capability of providing intent-specific suggestions. Let’s explore how this can elevate your employee support game!🚀 Discovering Reply SuggesterWhile many of you have been using the "Generate Reply" feature to draft resolution steps, the Reply Suggester offers versatile intent-specific responses. Let's see how these can streamline communication and boost employee satisfaction.🌟 What are the intents available?🔍 Request Further Information: Efficiently ask for additional information to clarify and expedite ticket resolution.🔧 Offer Solution: Quickly provide a resolution or suggestion to address the issue at hand.✅ Acknowledge: Send immediate confirmations to reassure requesters that their ticket has been received and is in progress.🔄 Follow Up: Seamlessly check in on past queries, ensuring that your customers feel supported and valued.📋 Request Acknowledgement & Sur

4 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: leverage public channels to instantly resolve employee queries! 🔍Freddy Fridays

Hey there!Welcome to this week's edition of Freddy Fridays, where we show you how Freddy AI Agent can be enabled on public channels for instant resolution of simple and repetitive queries. 🌟 🧐 How important is it for employees to receive support on public channels?Today’s employees collaborate frequently on public channels. It becomes a question of convenience that support also be available on channels such as Microsoft Teams and Slack that employees frequent. 🛠️ Gear up for support on multiple channels!Enable round-the-clock instant support on your preferred channels. Free up agents for more strategic tasks while Freddy AI Agent intuitively intercepts conversations and queries on public channels and provides timely resolutions.Learn more 🗣️ What do customers say about Freddy AI Agent?After implementing Freshservice, the team experimented with AI agent and chatbots – quickly realizing real returns on their investment. Freshservice's generative AI-powered agents — in conjunction wi

271

4 months ago

anupama.phalCommunity Manager

published in AI & Bots

This week on Freddy Fridays: Unlocking the Power of Freddy AI Agent Reporting 📊Freddy Fridays

Hello Everyone,This week on Freddy Fridays, we're diving into how Freddy AI Agent reporting can revolutionize your service desk and supercharge your self service strategies.🌟 The Value of Freddy AI Agent Reporting🔍 Addressing Key Employee Issues: By identifying gaps in the AI Agent's efficiency and adoption, businesses can address unanswered queries and bolster self-service options. This ensures that employees and clients have a seamless experience with the AI Agent, boosting overall satisfaction.💡 Enhancing AI Agent Efficiency: Understanding deflection trends and conversation patterns allows businesses to refine AI Agent responses. This improves the efficiency of Freddy AI, ensuring it effectively aids in deflecting tickets and providing accurate solutions.📈 Driving AI Agent Adoption: Tracking usage trends helps admins drive Freddy AI's adoption across teams. Implementing measures based on these insights fosters a cohesive and well-integrated AI Agent environment that consistently

190

4 months ago

anupama.phalCommunity Manager

published in AI & Bots

This Week on Freddy Fridays: The Power of Mandating Resolution Notes 📝Freddy Fridays

Hello CommunityThis week, let's explore how making resolution notes mandatory can transform your service desk operations.🌟 The Importance of Resolution NotesMandating resolution notes through business rules ensures consistent and comprehensive documentation. This practice gives agents valuable context when reviewing historical tickets. 🕒 When to ImplementWhen complex issues involve multiple teams, important context can easily be lost. A clear resolution summary not only helps future agents but also enhances Freddy’s ability to identify similar past incidents and improve response suggestions. 🛠 How to Implement1. **Access** the ‘Resolution’ tab or click the ‘Add resolution’ button.2. **Generate** a note with the ‘Generate resolution’ button (requires Freddy Copilot add-on).3. Freddy AI auto-populates details like the root cause, actions taken, and resolution.4. **Insert** the note by clicking ‘Add’.5. Set up business rules to mandate resolution notes. ⚙ Managing Resolution Note Field

940

4 months ago

neharika.sundarTop Contributor

published in AI & Bots

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

3346

5 months 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

401

5 months ago

anupama.phalCommunity Manager

published in AI & Bots

🌟 Freddy Friday Fun! 🌟Freddy Fridays

Hey Community!It’s time to shine the spotlight on Freddy AI Agent! 💡🚀 Meet your productivity sidekick! Freddy AI Agent helps you:🤝Streamlines employee support 24/7🛠Automates routine tasks with simplified enterprise-grade AI💬Delivers human-like and personalized interactions🔐Provides trustworthy and reference-rich responses✨Freddy AI Agent is here to make work smarter, not harder.Got questions? Let Freddy handle it!🔗Get Started with Freddy AI AgentLet us know your favorite Freddy feature in the comments! #FreddyAIAgent #Freshworks #AIForBusiness #FreddyFridayCheersAnupama Phal

290

7 months 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

230

8 months 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

480

8 months ago

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