ChatGPT response:

“Yes, integrating ChatGPT with Freshdesk could definitely improve the efficiency and effectiveness of email support. With ChatGPT's natural language processing capabilities, it can understand and respond to customer inquiries in a way that is similar to a human customer service representative. This means that it has the potential to handle a high volume of customer emails and provide accurate and helpful responses, freeing up human customer service representatives to focus on more complex or nuanced issues. Additionally, ChatGPT can be available to customers 24/7, providing them with prompt and reliable support whenever they need it. Overall, the integration of ChatGPT with Freshdesk has the potential to significantly improve the customer experience and streamline the work of customer service teams.”

We have done some experiments in February, and on Tuesday, we will release Gimoji - https://gimoji.com. So far, it has been helping our agents with summarizing support requests, expanding short sentences as solutions/responses and a few more tasks within Freshdesk. Let me know if you want to give it a try. :)

Going into the right direction. However this not the end game.

End game is eliminate the need for a ticket to exist in the 1st place, and thus, reduce to the absolute minimum the need for L1/L2 agents/licences.

This is where chatGPT is going to play a major role, with or without CRM tools like Freshdesk, Zendesk, Intercom, Dixa and others. Whether your Leadership team/product team has flagged this as “code red” (like google) or not, that’s another story.

Ideally speaking however, a CRM tool like freshdesk would have chatGPT properly integrated, where companies can upload data sets and or define a set rules to check XYZ websites (internal and external) for information and manage this within the CRM tool itself. Then, via the Freshdesk widget or similar, have chatGPT answering customers and anything that can’t be resolved by it, have the AI filing a ticket in behalf of the customer. This should reduce 80-90% of tickets and also FTE/licences required. 

In the case at my current company, we don’t have many support staff, so the impact will be minimum. However, on any other partner you may have, chatGPT should be in their radar blinking loud and clear where this is going, just like it is for me.

Going into the right direction. However this not the end game.

 

End game is eliminate the need for a ticket to exist in the 1st place, and thus, reduce to the absolute minimum the need for L1/L2 agents/licences.

I agree; this has been a goal of every product owner. Ideally, the product alone is self-serviced through a frictionless user interface—everyone's dream since the first application was made. But it very rarely happened, if ever. :) But with AI/ML and computing power we are getting closer.

Although I would not say that it would lead to a reduction of licences, not right away. These agents can focus on success, being more specialised based on individual customer needs, and checking the best practices tailored to their customers. They will still need a place to communicate with customers.

In the end, there won't even be a need for an application with a user interface. All will be driven through a simple text prompt that can output data in any form we need while going through all the available datasets within the product/company and putting everything into the context it currently requires for the task. Or it will autonomously request data from 3rd parties via API.

We will see where this is heading in a few months. :) It is exciting and the right time for any company to start playing with and understanding LLMs and possible impact on their business.

We are now experimenting with building interactive walkthroughs on the fly, using AI/ML to guide the users step-by-step through the application when they need to do a certain task. This is to help humans, but this will become obsolete when there is no user interface as we know it because there will be either a text prompt or a user interface that is built for the end-user on the fly. :)

Would love to beta test

Invitation sent!

WE would like to test :)

I would be interested in testing this for our team!

I would be interested in testing this for our team!

Just sent another batch of invitations. If you would like to get invited please add yourself to the waitlist here https://gimoji.com/ - it seems like the Summary and Expand features are working quite well.

It looks like Intercom are currently Beta testing something exactly like this called “Fin” whereby you point it to your knowledgebase and it uses ChatGPT-4 to answer customer questions and anything it can’t answer it passes over to a human. It will be interesting to know if Freshdesk will be doing something similar or I could see us jumping over to Intercom instead if “Fin” is as good as it looks.

The only issue is Intercom isn’t a ticketing system. It’s primarily a chat platform and very expensive compared to what Freshworks offers across it’s product lines. That aside I did request this feature in Freshchat and they did reply that they had something in the works. I was beta invited to intercom’s ChatGPT but I think it’s still to early to get a clear idea where ChatGPT is headed. It seems there are some privacy concerns as the information from ChatGPT connects to internal data sources and then get’s stored on ChatGPT platform which has been proven to leak out. Amazon claims ChatGPT some how has gotten internal information either uploaded by someone or via API. I can see lots of privacy issues in the future from companies trying to connect to this platform to mine and harvest data. Reminds me back in 2009 when Google launched there “Google Search Appliance.” 

We don’t use Freshdesk for the ticketing system, only for the Knowledgebase currently so that would not be an issue for us. We just need a chat platform that will hopefully allow the majority of customers to find the answer they are looking for and then pass on any others to a human therefore cutting down the amount of human interaction needed for support.

Also if we are just pointing ChatGPT (or Intercom’s implementation using “Fin” for example) to our Knowledgebase then I can’t see any privacy concerns with this, the knowledgebase is publicly accessible already.

It is good to know that Freshdesk does potentially have something in the works, ChatGPT (or equivalent) will become essential in any of these type of systems and any company that doesn’t integrate with it will likely get left behind.

ChatGPT is still very much a beta system so occasional bugs such as the data leak you mentioned are to be expected, even live systems from large companies have had issues with data leaks or have been hacked so I don’t think you can dismiss a technology based on something like that.

Would be great to be added to the next batch. I already registered myself on the waitlist :D

Just joined the waitlist, interested to learn more about this!

I have been playing around with an integration for Freshservice.  Right now its just low risk.  I send the subject of email submitted tickets with a list of categories over to ChatGPT and ask ChatGPT to categories the ticket.  Then I update the ticket.  It works OK.

It’s really a good news to integrate ChatGPT to FreshDesk, in order to improve emails. 

Need to integrate it into Chat to respond to clients 

Hey! I personally feel like ChatGPT would do the Email Bot function within FreshDesk the world of good.

I find whilst the email bot function is pretty good at replying with related Solutions Article, we seem to get a very low click through rate because the email comes through as a table with links to the articles rather than providing a customer with an easy to see potential answer.

If ChatGPT could integrate in to the Email Bot and pick up a potential response from the article and provide in as if it was a reply rather than a list of suggestions I think the Email Bot would be way more effective at handling some of the easier, clear-cut tickets agents will handle. Leaving them more time to focus on the tickets that maximise relationships and add value.

Look forward to seeing the direction this is going in!

Thanks.

Hey, people! Looking forward to have ChatGPT integration in Freshdesk. It would be great to have the same functionality as in Freshchat. Even ready to pay for this add-on. 

I’m just adding my two cents to see how far along this will get with any information.

Very interested in this. Is surely only a matter of time before this is the standard across CS support? Following thread and eagerly awaiting updates.

Hey, we are exited for this and already on the waitlist. If more invitations will be sent out, we would be happy to be on the list. Thanks!

I’d love to test it out. Looks interesting! :) I presume it’s not a n issue that most of our tickets are not in English.

How can we activate Freddy AI GPT with Freshdesk? Are there other solutions that can help tickets be handled by an AI similar to GPT?