🚀 Exciting News for Freshdesk Users - Say hello to the Solution Article Suggester 🚀
Hello Folks!
The Solution Article Suggester is a powerful new feature designed to help support agents resolve tickets faster and with greater accuracy. Powered by Freddy AI, the Solution Article Suggester analyzes the context of each support ticket and suggests relevant solution articles in real-time, empowering agents to spend less time searching for solutions and more time delivering exceptional customer service. 🧑💻🔍✨
This feature is available as part of the Freddy AI Copilot add-on for Freshdesk and Freshdesk Omni. The Freddy AI Copilot add-on is an always-on assistant, empowering Agents and Admins with the right tools to improve their efficiency and productivity. 💡📈💪
Does this also only work after a certain threshold? Because we once tried out Freddy and mainly wanted to use the canned response suggester but it just did not work.
While this information wasn’t written anywhere, your support said that the feature required a minimum usage of 2,000x per specific canned response and agent in order for the canned response suggester to actually work.
Does this also only work after a certain threshold? Because we once tried out Freddy and mainly wanted to use the canned response suggester but it just did not work.
While this information wasn’t written anywhere, your support said that the feature required a minimum usage of 2,000x per specific canned response and agent in order for the canned response suggester to actually work.
Hi Julia, I hope you're doing well today! I'm Karthik from the Freshworks Product Marketing team.
To answer your question, the Solution Article Suggester doesn't have a specific threshold, but it works most effectively when you have at least 25 solution articles in your knowledge base.
On the other hand, the Canned Response Suggester performs best when there are at least 2,000 tickets where your agents have used canned responses. We're continuously working on improving our model to reduce such thresholds in the future.
I've passed on your feedback to the team, and we will update our solution articles with this information to make it easier to understand such thresholds if possible.
Hope this was helpful.
Hello Kamakshi V - I don’t have this feature in my Freddy list. In fact, many of the items on under Freddy in the linked article don’t exist in my Freddy. Perhaps this is not applicable to Freshservice, only Freshdesk? Or is this a Coming Soon feature or am I missing something.
Sales fails to mention that MANY of the agent supported AI tools with Freddy AI and Copilot DO NOT WORK for tickets that are submitted via the Customer Portal.
What on Earth? That is just nuts.
All of my client’s tickets come in via the Customer Portal.
