Proactive Insights  within Freddy Insights brings a powerful level of automation and intelligence to the forefront of customer support optimization. One of its remarkable capabilities lies in the automatic surfacing of frequent customer contact scenarios that absorb significant amounts of agents time. This automation stems from Freddy Insights' ability to intelligently identify and highlight the most pressing customer requests.

CX leaders and managers can focus their efforts on optimizing these specific scenarios, whether by deploying AI-powered bots to handle the repetitive queries or by refining self-service alternatives. This proactive approach ensures that the organization's resources are efficiently allocated to address areas of maximum impact.

Here are some of the benefits of using Proactive Insights:

Proactive Issue Management: CX leaders can proactively address potential concerns by staying informed about trends in customer conversations. Customer contact scenarios highlight scenarios that demand immediate attention, allowing leaders to take proactive measures to enhance customer experiences.

Strategic Bot Deployment: By surfacing frequent contact scenarios, Freddy Insights suggests common customer scenarios that can be effectively managed by AI-powered bots. This recommendation empowers organizations to deploy bots strategically, freeing up agent resources for more complex tasks and improving overall efficiency.

Efficient Data Summarization: Instead of sifting through a multitude of reports, Freddy Insights condenses relevant information into concise summaries or visualization. This minimizes the time and effort required to identify key issues, enabling CX leaders to focus on strategic decision-making.


  1. Go to the admin settings and locate the Chat settings.

  2. Scroll down to find the Freddy icon.

  3. Click on the Freddy icon to open the list of AI features available.

  4. Choose "Freddy Insights", under Insights.

  5. Toggle the switch to the right to enable it.

How to use  Proactive Insights?

1. Access Freddy: Start by clicking on the Freddy icon located on the left sidebar of your Freshchat account.

2. Select Insights: Upon clicking the Freddy icon, you'll be presented with a list of insights available for your account. Additionally, you'll see recommended prompts that you can use to surface critical insights.

3. Choose an Insight: To delve deeper into a specific insight, click on the one you'd like to assess. 

4. Generate Insights: After selecting an insight, Freddy will proceed to generate the insights associated with it. You can ask follow-up questions to gain a deeper understanding of the scenario. Freddy will also recommend suggestions to help you address the most pressing queries.

5. To make the most of Proactive Insights, consider using these prompts to interact with Freddy and uncover valuable information:

"Show me all the contact scenarios."

"Show sample customer queries for these scenarios."

Important Note:

This feature is currently available on public beta for customers on Pro and Enterprise plan. Post beta, customers will need to purchase this feature as an addon to continue utilizing it.

*The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.