TABLE OF CONTENTS
- Freddy AI feature list and availability
- Freddy AI Trust - Transparent, Private, and Secure AI
- Access Freddy features: First steps
Freddy AI combines automation and intelligence to help your team work more efficiently, scale effortlessly, and deliver great experiences across every channel. Here's the list of Freddy AI features.
Freddy AI feature list and availability
Freddy AI Copilot
Work smarter by offering context-aware assistance right inside the ticket.
Feature Name | Freshdesk | Freshdesk Omni |
Writing assistant | Yes | Yes |
Summary generator | Yes | Yes |
| Reply suggester Auto suggests best response for incoming tickets based on all solution articles. | Yes | Yes |
Solution article generator | Yes | Yes |
Sentiment analysis | Yes | Yes |
Solution article suggester | Yes | Yes |
Canned response suggester | Yes | Yes |
Auto triage | Yes | Yes |
Agent assist bot | Yes | Yes |
Freddy Copilot usage reports | Yes | Yes |
| Thank you detector Stops ticket reopens on customer replies like 'thank you' and 'out of office'. | Yes | Yes |
| Live Translate Translates tickets between agents and customers in real-time for multilingual communication. | Yes | Yes |
Freddy AI Agent Studio
Create custom AI Agent on a no-code builder or deploy pre-built agentic workflows to handle common customer requests.
| Feature | Freshdesk | Freshdesk Omni |
| Freddy AI Agent Studio Build and deploy AI Agents to respond to customer queries instantly, across all your support channels. AI Agents learn from your knowledge sources, such as solution articles, web links, files, custom Q&As, or Workflows. | No | Yes |
Freddy Self-Service feature
Feature Name | Freshdesk | Freshdesk Omni |
Email AI Agent | Yes | Yes |
Freddy AI Insights
Provide actionable insights to admin to improve support operations.
Feature Name | Freshdesk | Freshdesk Omni |
Automatically detect trends and flag issues early, enabling smarter decision-making. | Yes | Yes |
Conversational analytics (Beta) Analyse and engage with your analytics data using simple, natural language prompts. | Yes | Yes |
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 defenes against sophisticated prompt injection attacks, including jailbreaking attempts and indirect injection techniques
Freddy AI Trust is built on five core pillars:
- Safety: Detects and mitigates harmful content, including hate speech, violence, and self-harm, while preventing prompt injection attacks.
- Privacy: Safeguards sensitive information through advanced PII detection, corroboration, and anonymization techniques.
- Security: Protects against threats like jailbreak and indirect prompt attacks using Azure AI Content Safety’s Prompt Shield.
- Controls: Empowers customers to opt out of AI-related model training and disable specific AI features.
- 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.
Access Freddy features: first steps
For Admins:
Step 1: Purchase Freddy AI Add-ons:
You can purchase and manage Freddy AI Copilot and Freddy AI Agent add-ons directly from Freshdesk to help agents resolve tickets faster and deliver consistent, high-quality customer service. For details, see Manage Freddy AI Add-ons.Step 2: Assign Freddy AI Copilot role to agents
After purchasing Freddy AI add-ons, you can assign Freddy AI Copilot role to agents so they can access the respective features. For details, see Manage Freddy AI Add-ons.
Step 3: Enable essential Freddy AI Copilot, AI Insights, and Email AI Agent features
- Go to Admin > Freddy.
You can find a comprehensive list of Freddy AI features that you can enable and configure to suit your organization's needs.
Toggle the switches next to the features you want to activate, ensuring that Freddy AI is set up to provide maximum support for your team.
Step 4: Set up AI Agent Studio
Configure and set up an AI Agent with a no-code builder or deploy one with pre-built workflows. Once configured, map your AI Agents to multiple channels, like WhatsApp, Facebook, Web Chat, or Instagram. For details, see Set Up AI Agent.
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:
Agent Workspace | Relevant Freddy AI features | Quick use tips |
Ticket List Page | Sentiment Analysis | Prioritize tickets based on sentiment score. |
Ticket Detail View | Summary Generator | Create concise summaries for handovers. |
Auto Triage | Automatically assign ticket priority and status. | |
Reply Editor | Writing Assistant | Rephrase, expand, or draft text for clarity and tone. |
Solution Article Suggester | Find relevant articles based on ticket content. | |
Canned Response Suggester | Use suggested responses for faster replies. | |
Agent Assist Bot | Get tips for quick resolutions. | |
Knowledge Base Editor
| Solution Article Generator | Quickly draft articles from common queries. |
Writing Assistant (Rephrase) | Improve clarity in Knowledge Base content. | |
Bulk Reply Editor | Writing Assistant (Rephrase) | Ensure consistent, polished bulk replies. |
Analytics & Reporting Dashboards | Freddy Usage Reports | Track Copilot feature usage and adoption. |