Freddy's Self Service, Copilot, and Insights work together to simplify customer support, improve efficiency, and provide valuable insights for your team. These features are available as an add-on.
| This article includes: |
Freddy Self Service
With Freddy Self Service, you can deploy intelligent chatbots that provide quick and consistent issue resolution around the clock.
Bot Summarizer
Summarizing bot conversations allows customer service agents to quickly grasp key points of discussions, leading to faster issue resolution.
This helps agents make informed decisions without reading entire conversations, enhancing efficiency and focus on current problems.
Learn more about Bot Summarizer.
Utterance Suggestions
Bots powered by Freddy AI interpret customer queries in natural language and map them to specific bot flows.
Freddy AI generates multiple query variants for training, eliminating the need for manual research and classification of customer utterances.
Learn more about Utterance Suggestions.
Answer Generation
Bots use natural language processing to understand customer queries and provide relevant FAQ articles.
They can also outline these articles, helping customers quickly grasp solutions and resolve issues efficiently.
Learn more about Answer Generation.
Bot Content Enhancer
Use Freddy AI to rephrase, enhance, or expand dialog content while building your bot.
This ensures effortless delivery of personalized responses to your customers.
Learn more about Bot Content Enhancer.
Analyzing your bot's performance is essential for understanding and improving its behavior. By exporting your bot data, you can gain insights into which stories work well and identify interactions needing improvement. You can determine which bots have the highest conversation completion rates and analyze visitor interactions with each bot action. There are four types of reports for export:
Customer Information and Contextual Data: You can retrieve customer details such as name, email, phone number, and created date.
Customer Conversations: Contains all conversations initiated by customers, including previews.
Dialog Count: Lists all dialogs traversed by customers and their counts.
API Count: Provides the number of times the bot hits the configured APIs.
These reports help you track and enhance your bot's effectiveness and customer engagement.
Freddy Co-pilot
Conversational Actions
Conversational Actions, powered by generative AI, streamline administrative tasks by enabling admins to manage agent functions and operations using natural language prompts. This includes configuring business hours and establishing SLA policies with ease.
Learn more about Conversational Actions.
Conversational Knowledge Base
Freddy enables agents to access and extract relevant solution articles directly within the conversation, saving time and eliminating the need to switch tabs.
Learn more about Conversational Knowledge Base.
Rephrase Text
Rephrase enhances agent productivity by allowing them to convert their message into a much-refined message. This feature saves time, enabling agents to manage more customer inquiries efficiently while ensuring thorough and accurate responses.
Summarize Conversation
The Summarize feature automatically generates concise summaries of entire conversations, allowing support agents to share key information across teams for collaborative purposes easily. This streamlines the handoff process between L1 and L2 support, enhancing efficiency and reducing the need for agents to draft summaries manually.
Learn more about Summarize Conversation.
Generate Solution Article
The Solution Article Generator allows admins to quickly create detailed articles from just an outline or summary, significantly reducing the time and effort required. This accelerates content creation, enabling admins to effectively produce more high-quality materials to address customer queries.
Learn more about Generate Solution Article.
Enhance Tone
This feature enables agents to adjust their messages' tone to meet customer needs better, enhancing communication. Offering casual, friendly, and professional tones increases customer satisfaction and agent productivity.
Learn more about Enhance Tone.
Expand Text
Message expansion enhances agent productivity by allowing them to convert brief notes or bullet points into detailed responses swiftly. This feature saves time, enabling agents to manage more customer inquiries efficiently while ensuring thorough and accurate responses.
Learn more about Expand Text.
Post Resolution Quality Coach
This feature gives agents a quality score for each conversation, visible directly in their inbox post-resolution. It enables agents to track performance, identify improvement areas, and enhance customer interactions and resolutions. Admins benefit from a "Quality Score" report, offering metrics to monitor and improve agent performance through targeted training initiatives.
Learn more about Post Quality Coach.
Summarize Voice Transcription
The Voice Transcription Summarizer generates key highlights from call transcripts, allowing agents to quickly access important information without listening to the entire call. Once enabled, agents can summarize call transcripts with a single click, improving efficiency and customer service through quick information retrieval.
Learn more about Summarize Voice Transcription.
Generate Email Body
Freddy AI's Email Generator allows agents to quickly draft detailed emails based on prompts, saving time and improving efficiency. Agents can review and edit the generated emails, ensuring accuracy and personalization before sending them to customers.
Learn more about Generate Email Body.
Proactive Quality Coach
Proactive Quality Coach enhances agent conversations by providing real-time feedback on responses before they are sent, ensuring consistent and high-quality interactions. This tool empowers agents to focus on delivering effective solutions, boosting confidence and efficiency in customer support.
Learn more about Proactive Quality Coach.
Sentiment Analysis
Sentiment analysis utilizes AI to assess emotional tones in customer interactions. It aids real-time issue prioritization and proactive resolution for improved customer satisfaction and reduced churn. This tool categorizes sentiments as positive, negative, or neutral, enabling businesses to prioritize and enhance customer support effectively.
Learn more about Sentiment Analysis.
Live Translate
Freddy Copilot's Live Translate feature enhances customer service by automatically translating messages into any customer-preferred language. This facilitates seamless multilingual communication, allowing businesses to expand globally and serve diverse customers without additional language resources, thus optimizing support costs.
Learn more about Live Translate.
Freddy Insights
Gain proactive, AI-driven insights with Freddy Insights to anticipate issues and identify opportunities, ensuring nothing is overlooked. Freddy Insights helps you make informed decisions quickly and offers recommendations and data visualizations to support your strategy.
Proactive Insights - Proactive Insights in Freddy Insights automates customer support optimization by identifying and prioritizing frequent contact scenarios that consume significant agent time. This allows you to strategically allocate resources, leverage AI bots, or enhance self-service options to streamline operations and improve efficiency.
Learn more about Proactive Insights.