Skills that will make you shine

Auto Triage

Automatically predict the ticket fields for all tickets.

Assist Bot

Helps onboard and train agents and ensure process adherence across the organization.

Robo Assist

Integrates with your robotic process automation tool and automates support processes.

Thank You Detector

Detects ‘Thank you’ emails from customers and executes preset automated actions.

Language Detector

Identifies the ticket requester's language and routes it to a relevant agent.

OOO Detector

Identifies OOO responses from customers and executes the required actions through automation rules.

Sentiment Detector

Identifies the sentiment of the incoming request and handles them with the required priority.

Article

Suggester

Suggests solution articles to your agents to help them respond to email tickets.

Canned Response

Suggester

Suggests canned responses to agents while responding to email tickets.

Social

Signals

Creates tickets for social media posts that are detected to require assistance.

Ask Freddy

Allows users to visualize data and create reports using conversational questions.

K-Base Insights

Prompts agents to create articles for questions in tickets that were created and not deflected.

QA Insights

Evaluates the quality of your agents' responses and shares insights for improvement.

Similar Ticket

Suggester

Suggests tickets similar to the one the agent is working on, for immediate assistance and reference.

Email Bot

Automatically responds to tickets with the relevant solution articles.

Voice Bot

Provides round-the-clock self-service, understands customer intent and gives instant answers.

Speech-enabled IVR

Enables customers to connect with support agents through voice commands on Freshcaller.

Deduplicator

Detects duplicate leads and contacts and helps salespersons maintain accurate account data.

Next Best Action

Highlights a list of contacts and deals that the salesperson should prioritize for engagement and nurturing.

OOO Detector

Identifies on vacation or out of office responses from customers and suggests follow-up dates.

Profile Enrichment

Aggregates public information such as social profiles, company website, industry, etc. when an account is created.

Smart Connections

Highlights people from the same company as a single contact, improving salespeople's outreach volume with a prospect.

Suggest Calendar

Events

Scans emails for availability and intent to meet, and suggests scheduling tasks or meetings.

Lead Scoring

Assigns each lead a score based on engagement (with emails, calls) and lead property (e.g., industry, title)

Predictive Deal Insights

Tracks activity on all your Freshsales deals, predicts their outcomes, assigns tags and displays them on the Freddy view. 

Revenue Forecasting

Suggests which deals can be committed for the next four weeks and predicts sales numbers for the period.

Thank You Detector

Detects ‘Thank you’ emails from customers and automatically executes the preset required actions.

Ask Freddy

Allows users to visualize data and create reports using conversational questions.

Predictive Intelligence:

Categorization

Suggests the right category for an incident.

Predictive Intelligence:

Routing

Suggests the right group for an incident.

Predictive Intelligence:

Content Suggestions

Suggests solution articles/canned responses to resolve an incident.

Predictive Intelligence:

Prioritization

Suggests the right priority for an incident.

Predictive Intelligence:

Similar Closed Incidents

Suggest other closed incidents similar to an incident.

Predictive Intelligence:

Similar Open Incidents

Suggests other open incidents similar to an incident.

Virtual Agent:

Answers

Responds with FAQs that you have setup in your Freshservice account.

Virtual Agent:

Concierge

Allows employees to check the status of tickets and pending approvals.

Virtual Agent: 

Incident Classifier

Identifies whether a customer is looking for troubleshooting or requesting for access.

Virtual Agent:

Service Item

Responds to an employee request with the correct service item.

Virtual Agent:

Small Talk

It understands whether a customer is saying hi or hello.