AI & Bots

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

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

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 "Generat

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 Suggester While 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 &

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! E nable 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 conjuncti

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 consist

Hello Community This week, let's explore how making resolution notes mandatory can transform your service desk operations. 🌟 The Importance of Resolution Notes Mandating resolution notes through business rules ensures consistent and comprehensive documentation. This practice gives agents valuable context when reviewing historical tickets. 🕒 When to Implement When 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 Implement 1. **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

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 ac

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 Agent Let us know your favorite Freddy feature in the comments! #FreddyAIAgent #Freshworks #AIForBusiness #FreddyFriday CheersAnupama Phal

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 lear

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

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

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 Action Learn 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 Impact Hear 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 e

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 responses And 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

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: Tran

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. Le

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

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 be

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 proact

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 a

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, 2024 Time: 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 -

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

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 Copilot Note: 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