Unlock IT staff productivity with Freddy Copilot

With many IT teams on the brink of burnout, organizations must create a positive work environment that relieves employees of busywork and allows them to focus on more strategic priorities. Today, with generative AI opening up endless innovation opportunities, business leaders have the power to deliver on this promise. 

Freshworks is dedicated to building software for the Fortune 5 million with our AI-for-all vision, and we're thrilled to introduce Freddy Copilot, an AI-powered service desk assistant supporting your agents and admins. 

Following a successful beta in 2023 with thousands of service desk customers, we used the feedback to fine-tune our solutions, and Freddy Copilot is now out of the beta phase and is live for everyone to use. We are ready to help your IT staff be more productive and transform your service operations with AI-powered assistance. 

Introducing Freddy Copilot

Powered by generative AI, Freddy Copilot is your trusted ally in increasing your agents' productivity, automating responses, and ensuring consistent service delivery.

Our customers love and realize value with Freddy Copilot

Based on the Freshworks Value Engineering Assessment of the Freddy AI beta program, here’s how Freddy Copilot can potentially benefit you:

Let's hear what our customers have to say:

Keesing Media Group: Enhancing service delivery

Keesing Media Group is one of Europe's largest publishers of puzzles and braintainment games. Their IT teams use Freddy Copilot to boost efficiency and enhance service delivery. By leveraging the generative-AI-powered capabilities of Freddy AI, Keesing's agents can handle multiple tickets simultaneously thanks to auto-generated ticket summaries and field suggestions. Let's hear directly from their information and communications technology (ICT) helpdesk specialist:

Let’s look at how Freddy Copilot enables your IT staff to evolve from responders to strategic contributors to your business.

Enhance service delivery without overwhelming agents

Agents are often overwhelmed when tasked with consistently driving high service quality. With Freddy Copilot, you can help your agents improve response time and quality by using AI to assist with common tasks.

Key capabilities:

1. Writing Assistant: Employees expect exceptional service experiences, and to deliver them effectively, agents need periodic training to communicate consistently with the organization’s standards. Freddy AI helps agents craft quality responses in real time by capturing the agent’s top-of-mind thoughts in the form of short notes and expanding them into full-fledged responses. This enables fast, effective communication while optimizing response quality, tone, and clarity. 

2. Reply Suggester: Agents spend valuable time crafting responses to repetitive queries that are often answered in the knowledge base. Freddy AI analyzes incoming queries and suggests relevant responses based on knowledge base content. That means agents can quickly select suggested responses instead of starting from scratch.

3. Similar Incident Suggestions: Using Freddy AI, agents can quickly determine if there have been other incidents like the one they are working on and how they were solved. Identifying common incidents reduces redundant work, provides a consistent view of the operational environment for all agents, and highlights bigger issues that need to be addressed.

4. Help Article Generator: Agents spend significant time and effort creating employee help articles. Populating the knowledge base with extensive help articles and FAQ documents enables employees to self-serve for instant answers to their questions without depending on their IT service desk. With Freddy AI, agents can create articles with just a few prompts and save the time it takes to draft, review, and publish.

Read also: Unleash productivity with Freddy Copilot

Focus on work that matters to improve agent productivity

Agents are often burdened by mundane tasks, which hampers productivity and slows down response times. With Freddy Copilot, eliminate these rote tasks from an agent’s workday and allow them to focus on critical, high-value work.

Key capabilities:

1. Ticket Summary Generator: Gone are the days when agents had to read through multiple conversation threads and notes to understand a ticket. Freddy AI uses generative AI to automatically capture points of relevance from long conversation threads and distill them into clear, concise summaries for agents.

2. Resolution Notes Generator: Freddy AI identifies and documents the steps taken to resolve an issue and its root cause so agents can easily access it later, truly elevating service delivery. 

3. Conversational Service Desk Actions: When IT staff need to save time on administrative tasks and focus on high-value work, Freddy AI can assist by enabling users to perform service desk tasks quickly and efficiently through natural language prompts. Freddy AI automates administrative work by doing mundane tasks like creating agent groups and deactivating agents.

4. Field Suggester: One of the most challenging and time-consuming tasks in managing a service desk is assigning the right parameters to the incoming tickets. Freddy AI suggests field parameters such as category, item, and group. The user can approve the suggested parameters or make necessary changes to ensure tickets get to the right team for faster resolution.

Optimize processes and eliminate inefficiency

Soon, Freddy Copilot will assist IT admins in identifying opportunities for improving and automating inefficient tasks and processes that are slowing down your service operations. 

Key capabilities:

1. Guided Workflow Builder: Identifying service desk process shortcomings can be challenging. Freddy AI can recommend process optimization improvements or update workflows using natural language prompts.

2. Post-Incident Reporting: During major disruptions, teams swarm multiple channels to resolve the problem, which can lead to the scattering of essential information. Freddy AI will automatically generate post-incident communications and reports with context collated from conversations across collaboration channels.

3. Intelligent Agent Routing: Ensuring high-quality services and quick resolution requires getting the right experts on the right issues at the right time. Admins will be able to route tickets based on time zone, shift, current load, and skill sets of agents for improved resolution times and optimized workload.

Unlock your IT staff’s productivity—get started with Freddy Copilot today

With a potential 60% reduction in average ticket handling time, Freddy Copilot can be your ultimate ally to improve your team’s performance and keep IT staff burnout at bay.

Ready to improve productivity? Get started with Freddy Copilot.