How to deliver personalization, productivity, and timely decisions with Freddy AI
Freshworks SVP of product strategy and operations on new tools in the customer service toolkit
A new ally has emerged in the experience wars: generative AI tools that help customers and employees get work done faster, help teams work smarter, and help leaders make decisions more quickly. In fact, generative AI has the potential to boost productivity in customer service by up to 50%.
But there is one question on every business executive’s mind: “How can I apply generative AI to better my business operations and outcomes?”
Freddy AI, our native AI engine at Freshworks, is built to help—whether you are an agent juggling a deluge of requests or a business leader struggling to drive better customer satisfaction (CSAT) scores.
Freshworks does this through our recently launched generative AI-based features: Freddy Self Service, Freddy Copilot, and Freddy Insights.
Freddy Self Service allows customers to maximize self-service, making interactions conversational and more intuitive.
Freddy Copilot works like an expert collaborator that is always riding alongside agents to support them and improve their productivity.
Freddy Insights not only gives business leaders visibility into their teams’ performance but supplements those insights with deep, context-driven analysis and recommendations to improve outcomes.
Here’s how each of these capabilities helps you drive better personalization, productivity, and decision-making:
Quickly deliver personalized resolutions through automated bots with Freddy Self Service
Employees—customer support agents included—are busy and waste valuable time working on large ticket volumes and repetitive tasks. Both are looking for quick resolutions and simpler ways to self-serve.
Freddy Self Service helps automate resolutions, reducing the need for human intervention and giving customers and employees an intuitive, contextual, conversational resolution experience on the channels of their choice. Plus, it gives agents room to reprioritize and focus on what matters the most.
How it works
Freddy Self Service uses generative AI to understand the flow and context of customer conversations and intelligently automate support, offering rapid, personalized self-service. It can also build the entire chatbot flow and help deploy on a customer’s preferred channels.
Freddy Self Service can auto-generate answers to users' queries from solution articles and provide conversational self-service—similar to a human agent—in the user’s language of choice.
Agents spend less time doing redundant work and focus on quality rather than quantity. And customers get personalized responses and quicker resolutions.
Supercharge productivity with Freddy Copilot
Through our regular interactions with customers, we know support agents, IT agents, sellers, marketers, and developers often waste precious time doing repetitive things. In fact, heavy workload is one of the biggest reasons for call center stress, which drives significant churn. Freddy Copilot helps business users free up more time for higher-order work.
How it works
Freddy Copilot is a personal assistant that works like an “always-on” AI collaborator and offers contextual information, insights, and proactive assistance for repetitive tasks—and it does it all conversationally.
For example, Freddy Copilot can identify segments that marketers should target based on customer preferences and past actions. Freddy can also help developers build reliable, high-quality apps faster and help agents with conversational and relevant response suggestions.
For businesses, this means increased user productivity and more time for higher-level work.
Get ahead of problems with proactive and contextual insights from Freddy Insights
Leaders need to make quick decisions every day.
How might I improve quality resolution scores?
Are salespeople focusing on the right deals at the right time?
How do I get more efficient?
Unfortunately, despite access to a number of analytics tools, leaders often end up making suboptimal decisions due to a lack of deep business-specific insights.
Freddy Insights can help. It proactively makes information available when and where leaders need it to make accurate and timely decisions that are aligned with business goals.
How it works
Freddy Insights offers proactive and contextual insights, associated root-cause analysis, and recommendations for managers and users to address issues.
For example, it provides proactive insights on the quality of resolutions to improve CSAT, on commonly asked queries to create help articles and improve deflection, and on deals for better contact-to-deal conversion.
This helps leaders proactively identify issues and make quicker, more accurate decisions that are aligned with their business goals.
Artificial intelligence tailored for your business
No two businesses have the same needs and requirements, which means that a one-size-fits-all approach does not work. At Freshworks, Freddy AI is built using a combination of large language models, domain-specific models, and account-specific models to bring the best-fit solution to our customers. And even with such an ambitious vision, we have consistently prioritized security. With more than 60,000 customers trusting Freshworks, our generative AI offerings are built on a solid foundation of trust and security.
Built for transformative experiences
With Freddy AI, Freshworks is empowering businesses to embrace the best of AI. Now, business leaders and employees can focus on high-value work that matters, with help from AI. Now that’s something we call truly transformative!
Stay tuned to learn more about how Freddy Self Service, Freddy Copilot, and Freddy Insights can change the way companies operate, communicate, and make decisions.