Automations & Agents

Hi!We use freddy self service in freshchat and it is not filtering the conversations that are attributed to analysts. All customers contacted via chat are assigned directly to analysts by IntelliAssign.We need the conversations to be filtered by the chatbot and for it to assign to agents only conversations where the customer points out that it has not been resolved and that it resolves the conversations that the customer points out that it has been resolved.Can someone who uses the chatbot in the support team help me, please?We would also like to know if there is a way to measure thethe amount of conversations that freddy resolved and the amount he needed to transfer to an agent.   

It’s easy to be misled by the popular myths and misconceptions about AI. It's time to debunk some myths around it which will help make better decisions and investments around it.Share some of the myths that you have heard or read around AI.

I am sure that its simple and something i may have overlooked, however, has anyone run across the, Unable to reach app. Please try again.  when attempting to create a ticket from Teams?

Hi, I would like that Freshdesk integrates a full connection with Whatsapp and help us to launch some automated messages to our customers when they send us messages: Some questions to save time or shedule mesages when we are offline, for example.Thanks

Hello,  i create a bot but not show in freshchat...i never know with who I chat and this is happen on freshdesk portal! How can I fix this problem?

Hello, if have been working with chatbot before but would like adapt freshchat as well.Some workflow and productivity we need to confirm.1. Can we change the order of messages for a revision?2. Can we have modular flow ? for example, i create a specific flow for Visitor identification, and this flow will be used (as subflow) for Sales and Aftersales topic. For the Conditional flow Issue I am creating a bot where it asked visitor to choose which agent they would like to chat with.I can't do this with button, so i need conditional flow with this scenario:1. The bot will ask to choose agent based on numbered list (1-16)2. Bot need to request input the input is not within 1-163. If input valid, the bot need to reassign transfer to chat specific agent group. This can be done with jump into specific flow (manual) or can be done through programmatic.Whats your solution for this scenario ?

Hi all,I was curious if the Help Widget can make API calls to external KBs to display third-party data. Or is it restricted to the Freshdesk KB?Thank you in advance

With organizations’ business operations – and even their viability – now all-but inseparable from their IT infrastructure foundations, ITSM and ITOM have become critically important capabilities. These management disciplines, however, face the challenge of overseeing an IT landscape that is increasingly complex, dispersed, and real-time. Effectively managing today’s IT infrastructure and operations requires increased automation and built-in intelligence, resulting in the development and adoption of AI-enabled solutions. However, the need of the hour is how you can do it faster and more efficiently - in a way that delights end-users.This video series provides insights from the ITSM experts on the range of benefits delivered by AI-enabled solutions and how to realize these benefits faster. In episode 1, we discuss the impact, costs, and benefits of AI in ITSM. Watch the video here: https://bit.ly/3wcvurl

Implementing artificial intelligence to an IT estate that sprawls across geographies is no easy task. When trying to achieve this, despite the expected and achieved benefits of AI-powered solutions, there are several critical challenges that organizations have to overcome.Read the full report and unlock all the insights you need to understand what IT practitioners want from AI-enabled service desk solutions. 

Chatbots have proved to be effective and beneficial when adopted the right way. They have the potential for businesses and organizations to tremendously save on service and support costs, speed up response times, and make their support staff for more challenging work. I’d like to hear from our members about their experiences around the following:How has chatbot adoption and usage personally helped you or not helped you in your service management journey? What were some mistakes or roadblocks that you faced in this journey of adopting chatbots? How do you see the future of chatbot adoption within your organization? As a user/ consumer of a product/ service, do you prefer chatbots or any other means of receiving support?Looking forward to hearing from you all! I’ll be sharing some of my personal experiences as well shortly :)

We’d like to hear more about the various avenues where Chatbots and/or AI is being adopted across industries. Are you using it to increase customer satisfaction? Perhaps reduce human intervention during a global pandemic? Tell us down below.

 There’s a whole lot of either-or thinking when it comes to AI and human-delivered customer service, as the devil incarnate or as total salvation. At the devil-incarnate end of the spectrum is the thought that AI is here to replace all customer-facing employees and put an end to the personal relationship they currently have with customers.  At the “AI as salvation” end of the spectrum is the belief that AI will be our complete salvation, financially and organizationally.  My take on AI is right down the middle: AI is here now and here to stay, so willful, ostrich-like avoidance isn’t the answer.   The most successful deployments of AI in customer service, to my eye, are the ones that come at the hands of companies that are willing to position AI in a balanced and nuanced way, rather than treating it as a way to replace, the human side of customer service delivery. The “triangular model of AI” can help organizations think sensibly about the powerful role AI can and should play in custom