Freddy is an advanced solution that leverages machine learning and natural language processing to automate and enhance customer support operations. Freddy tackles numerous challenges faced in customer service and helps resolve issues faster and make better decisions. Freddy's offerings include:

• Freddy Self Service to provide personalized support to customers and employees, 
• Freddy AI Copilot to offer contextual assistance for business users and agents, 
• Freddy AI Insights to give proactive analysis to managers and leader.

Freddy feature list and availability

Freddy AI Trust - Transparent, Private, and Secure AI

Freddy AI Trust ensures the highest standards of safety, privacy, and security for businesses using AI. It protects systems, data, and AI models from unauthorized access, breaches, and threats while ensuring compliance with global privacy regulations. Integrating advanced governance mechanisms elevates the safety and reliability of AI-driven outputs. This framework is central to Freshworks’ commitment to responsible AI use, making it a trusted partner for businesses leveraging generative AI technologies.

Freddy AI Trust uses the robust capabilities of Microsoft Azure content filters to enhance its defenses against sophisticated prompt injection attacks, including jailbreaking attempts and indirect injection techniques

Freddy AI Trust is built on five core pillars:

1. Safety: Detects and mitigates harmful content, including hate speech, violence, and self-harm, while preventing prompt injection attacks.
2. Privacy: Safeguards sensitive information through advanced PII detection, corroboration, and anonymization techniques.
3. Security: Protects against threats like jailbreak and indirect prompt attacks using Azure AI Content Safety’s Prompt Shield.
4. Controls: Empowers customers to opt out of AI-related model training and disable specific AI features.
5. Traceability: Provides citation-inclusive responses, enabling users to verify AI-generated information and fostering trust.

These pillars ensure Freddy AI Trust delivers a secure, transparent, and reliable AI ecosystem. By focusing on these critical areas, Freshworks empowers businesses to confidently adopt AI-powered solutions while prioritizing safety, privacy, and compliance.

Start accessing Freddy features: First steps

For Admins:

Purchase Freddy Licenses 

1. Go to Admin > Plans & Billing.
2. Click Edit plan > Add-ons and toggle Freddy Self-Service or Freddy AI Copilot to access the Freddy features.
3. For Freddy Self-Service add-on, mention the number of packs you wish to subscribe: 1 pack = 1000 Sessions. 
4. Choose Auto-recharge to ensure uninterrupted support from your bots. The default auto-recharge volume is one pack (1 pack = 1000 Freddy sessions)
   

   Note: Auto-recharge is available for all plans to customers who opt to pay online.

   
   
5. Select the number of agent licenses for the Freddy Copilot add-on.

   Note: Purchasing at least one license grants all agents access to the Freddy Insights beta, while the Admin can manage access through the Admin page.

6. Review the Freddy features pricing page to understand the charges and proceed to payment.

Assign Freddy Roles to Agents 

To bulk add agent licenses:

1. Go to Admin > Team > Roles.
2. Scroll to Freddy Copilot User or Freddy Insights User, hover, and click on Agent under the Assigned Agents column.
3. Start bulk-adding agents to assign Freddy licenses and click Save.

To add licenses to individual users:

1. Go to Admin > Team > Agents.
2. Find and Edit Agent.
3. Under Settings > Roles > Add roles > choose Freddy Copilot User or Freddy Insights User.

Click Update Agent.

Explore and Enable Freddy Features

1. Navigate to Admin > Freddy (For Freshdesk Omni accounts(formerly CSS), navigate to Admin settings > Freddy > Freddy for ticketing). 
2. Find a comprehensive list of Freddy's features that you can enable and configure to suit your organization's needs.
3. Toggle the switches next to the features you want to activate, ensuring that Freddy is set up to provide maximum support for your team.
4. To use the following features, you may need to complete some additional configurations.

For Agents:

Find help with the Freddy icon in your daily activities. Look for the Freddy icon on your screens to receive relevant assistance.
Here are a few instances where Freddy comes in handy:

Start using Freddy today to improve your customer support strategy and achieve better outcomes for your business and customers. With flexible pricing options and a wide range of features, Freddy is designed to meet the unique needs of any support team, ensuring they can deliver exceptional experiences and drive continuous improvement.