FRESHWORKS UNIVERSITY

Freddy AI for Freshservice

What's new on Freddy AI

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Take a deep dive into the latest Freddy AI Agent enhancements in Freshservice and learn how to bring intelligence, automation, and context directly into your employee support workflows. This course walks you through each capability with a clear, feature-by-feature approach. Here is what you'll learn in this course:

  • How Unified Search brings together knowledge from Google Drive, SharePoint, and your Freshservice knowledge base,

  • How Microsoft 365 Copilot integration enables support directly within everyday work tools

  • How the service portal becomes a high-impact self-service channel with conversational AI.

  • How Freddy AI improves knowledge management through Knowledge Content Recommendations.

  • How Conversational Insights enables you to generate reports using natural language.

  • How Customized Insights help you define metrics that truly matter to your organization.

  • How Freddy AI uses multimodel capabilities to understand image-based queries and delivers more accurate, context-aware resolutions.

By the end of this course, you’ll know how each capability works, where it fits into your workflows, and how to use it to reduce manual effort, improve self-service adoption, and drive faster resolutions across your support operations.