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Thank you for joining our AI group! This forum is your go-to space to explore all things AI—ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You’ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into Freddy AI Agent—a powerful catalyst for transforming both customer and employee experiences.

Icebreaker:

Let’s get to know each other better! Please share your thoughts using the following format:

  1. Name & What you do :
  2. Favorite part of the AI Summit: (What did you enjoy most about the event?)
  3. Feature of Freddy AI Agent you’re most excited about: (Which feature caught your attention?)
  4. One thing you’re hoping to learn or explore more about in this group: (Any specific questions or areas of interest?)

Looking forward to hearing your thoughts and kicking off some great conversations around AI!

Welcome to the AI Conversation Lounge!

​@GlennA ​@jose.quintero.f  ​@nicolewoods  ​@Tabitha  ​@lylesaustin86  ​@rdgilman76  – we’re excited to have you here! Feel free to introduce yourselves and share what you loved about the AI summit! 
 

  1. Name & What you do :
  2. Favorite part of the AI Summit: (What did you enjoy most about the event?)
  3. Feature of Freddy AI Agent you’re most excited about: (Which feature caught your attention?)
  4. One thing you’re hoping to learn or explore more about in this group: (Any specific questions or areas of interest?)
  1. Name & What you do: ITSM Analyst working to align Business and IT leaders on ITSM practices
  2. Favorite part of the AI Summit: Forresters presentation on ITSM and Ai and long-term roadmap. 
  3. Feature of Freddy AI Agent you’re most excited about: I think our business teams could benefit most from agentless resolution and also looking forward to when Freddy can hand off to a human agent when additional assistance is needed.
  4. One thing you’re hoping to learn or explore more about in this group: I am new to Ai and for years I have worked with companies to create a “single source of truth” and in the near future, that will be less necessary. I am also interested in the security ramifications related to exposing documents to the right users and not the wrong users.

Thanks for hosting the event, it was well presented and relevant to the times. Great work!

Tagging the newest members today - ​@Andrew Klaassens ​@lmiranda ​@Kyle.Garbacz 

Hello Everyone!

Happy Friday! 🎉

I’m thrilled to welcome the newest members to the AI group, and I also see some of you are completely new to the community—welcome aboard !! I’m tagging a few of you here to share your thoughts on the AI Summit—what you liked, your impressions of the latest features, and any other feedback you have. We’d also love to hear what you’d like to see more of in this group moving forward!

Looking forward to hearing from you all!

 

​@eeha0120 ​@MarkM ​@EnergyLab ​@m.klinzing ​@Kevin Parker ​@Ecco ​@ITMike ​@RobCrossHM ​@lcruz ​@jessica.hyncik ​@Keri Sandler_First Legal ​@mford_gd ​@mohan.dass ​@Thomas H ​@vhunt ​@Julian Llanos ​@halvorsond 

Hello Everyone,

Here my intro and also a question, which I hope to get an answer in here.
 

  1. Name & What you do:
    Thomas - Teamlead for all Non-Operational forces (Systems & Tools, Process mgmt, etc.) within our CC dpt.
  2. Favorite part of the AI Summit:
    AI Agent
  3. Feature of Freddy AI Agent you’re most excited about:
    Just that it’s there and that it is working pretty well.
  4. One thing you’re hoping to learn or explore more about in this group:
    Best practises, questions around usecases, etc.

Here my question to the AI Agent:

What we still miss with AI Agent is that you can enrich its replies with contextual informations (e.g. fetch order state via API, check voucher code via API, ...).
Does anyone know if that is a feature upcoming the next months or so?

 

All the best
Tom

  1. Name & What you do : Rob Cross - Customer Support Manager for a Data company in the UK
     
  2. Favorite part of the AI Summit: Sadly I missed the Summit - it was held outside of working hours in the UK, so I’m slowly watching the recordings back
     
  3. Feature of Freddy AI Agent you’re most excited about: Having an agent try to handle some of our tickets, with a nice hand off to a human.
  1. One thing you’re hoping to learn or explore more about in this group: How others are getting on.  We’ve been told that to get AIAgent we have to buy FreshChat as well as FreshDesk, so I’m holding off - it’s a shame that the agent can’t be configured in the existing system

Hello Everyone,

Here my intro and also a question, which I hope to get an answer in here.
 

  1. Name & What you do:
    Thomas - Teamlead for all Non-Operational forces (Systems & Tools, Process mgmt, etc.) within our CC dpt.
  2. Favorite part of the AI Summit:
    AI Agent
  3. Feature of Freddy AI Agent you’re most excited about:
    Just that it’s there and that it is working pretty well.
  4. One thing you’re hoping to learn or explore more about in this group:
    Best practises, questions around usecases, etc.

Here my question to the AI Agent:

What we still miss with AI Agent is that you can enrich its replies with contextual informations (e.g. fetch order state via API, check voucher code via API, ...).
Does anyone know if that is a feature upcoming the next months or so?

 

All the best
Tom

 

​@subhikshaa.ganesh Could you share some insights here?

  1. Name & What you do : Melodie, IT Project Manager (implementation of Freshservice)
  2. Favorite part of the AI Summit: I enjoyed the summit today about Freddy Co-Pilot / AI 12-5-24
  3. Feature of Freddy AI Agent you’re most excited about: Assistance to the Agents with writing responses to our Requesters and finding related issues. 
  4. One thing you’re hoping to learn or explore more about in this group: More meetings with actual end users and their experiences. 

Thank you so much for sharing this with us, ​@mford_gd  ! As you mentioned, the goal of this group is to bring all AI users together in one space, fostering interaction and collaboration so that everyone’s experiences can inspire and benefit others. As we continue to build this group, we’re excited to offer more insightful sessions and valuable resources for all of you.

Thanks again for being part of this group – we’re glad to have you with us! 😊

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