Freddy AI Copilot is designed to help customer support teams enhance communication quality, save time, and boost productivity. This tool offers AI-powered features like Rephrase, Expand, Enhance Tone, and Expand as Email, each aimed at refining responses for better customer engagement and experience.

Freddy AI Copilot Features to Improve Response Quality

This article explores the following features:

Core Benefits of the features

Freddy AI Copilot's features are versatile tools that can be used across various support scenarios to optimize response quality and efficiency:

• Manage High Volumes: Rephrase and Enhance Tone features enable agents to handle a higher volume of tickets while maintaining response quality.
• Streamline Complex Responses: The Expand and Expand as email features help create comprehensive replies, saving agents time on lengthy responses.
• Train New Agents: Freddy provides a framework for new agents to learn professional response styles, ensuring consistent quality.
• Reduce Response Time and Improve CSAT: Generate responses in seconds, enabling agents to handle more interactions without sacrificing quality.

Save Time with AI-Powered Email Generator

Writing a detailed email response from scratch can be daunting, especially when you're juggling multiple tickets or dealing with complex queries. Freddy AI’s Email Generator simplifies this process, helping you craft comprehensive email drafts in seconds.

1. In your reply editor, click the Freddy icon > Expand as email to create a full email draft.
2. Alternatively, you can also enter the essential points or prompts in the reply editor to guide the email content and then choose Expand as email.
   
3. Review and make any necessary edits - try Rephrase and Enhance tone- before sending the email.

Where to Use: Suitable for handling complex inquiries, follow-ups, and detailed explanations.

Key Considerations: This feature does not extract content from KB articles or ticket history. Instead, it considers the subject of the email, the customer's replies, and any text input cues in the reply editor to generate a contextual email draft.

Improve Response Clarity through Rephrase

Finding the perfect words can be tricky—especially when you want your message to be clear, professional, and easy to understand. Freddy's Rephrase feature takes the guesswork out of writing by refining your responses for improved clarity and accuracy. Here’s how it works:

1. Compose a response in your reply in the ticket editor.
2. Highlight the text to rephrase and click Freddy icon > Rephrase.
   
3. For an entire response, click Rephrase without selecting specific text.

Where to Use: Ideal for refining ticket replies, bulk responses, private notes, and knowledge base articles.

Personalize Communication Style with Enhance Tone

As an agent, you often communicate with a variety of customers—each with their unique tone and expectations. The Enhance Tone feature helps in crafting a reply that resonates while maintaining your brand voice. Here's how it works:

1. Select the text that requires tone adjustment in the ticket editor.
2. Click the Freddy icon > Enhance Tone and hover over it. Depending on the conversation's context, select from two options: More formal or Less formal.
3. Review and verify the adjusted message and send it once satisfied.

Where to Use: Perfect for aligning responses with different customer personas and maintaining brand voice in your ticket replies.

Key Considerations:

• Profile Language: Tone Enhancer adapts to the agent's profile language, ensuring personalized communication. Verify language settings align with your support strategy.
• Feature availability: Enhance Tone is a Freddy AI Copilot add-on, accessible to Pro and Enterprise plans through your account manager or visit our pricing page.
• Tone selection: Based on the conversation context, choose a more formal or a less formal tone to maintain consistent and effective communication.
• Check adjustments: Review automated tone adjustments before sending to ensure they accurately reflect your brand's voice and intended sentiment.
• Customer experience impact: Use tone adjustments thoughtfully to positively influence customer perceptions and enhance relationships.

Expand Brief Notes into Detailed Responses

With the Expand feature, you can quickly turn short summaries into fully detailed replies, saving you time and effort. Here’s how to use it:

1. Compose a short summary or key points in the reply editor.
2. Highlight the text and select the Freddy icon > Expand. Freddy will automatically generate a comprehensive response based on the initial note.
   

Where to Use: Perfect for creating rich and detailed ticket replies, summarizing private/public notes, and enriching internal updates for more context.

Key Considerations: 

• Profile Language Adaptation: Expand Text tailors the expanded text to match the agent's profile language. Make sure your language settings align with your audience's needs.
• Feature Accessibility: This is a Freddy AI Copilot add-on, accessible to Pro and Enterprise plans through your account manager or visit our pricing page.
• Content Verification: Always review the expanded message before sending it to ensure it accurately conveys the intended meaning and maintains the appropriate tone.

Enable Writing Assistant

Follow these steps to enable Freddy AI Copilot features to improve response quality:

1. Go to Admin settings > Freddy.
2. Scroll down to AI Copilot section and toggle the switch to the right to enable the Writing Assistant feature.

Once set up, these features can be accessed directly in the ticket reply editor, ready to enhance your support team’s communication quality.

Key Points to Remember

Here are a few limitations and considerations to keep in mind:

1. Language Support: Freddy adapts to the agent’s profile language, so make sure language settings align with customer needs.
2. Feature Availability by Plan: Freddy AI Copilot features are available as add-ons for Pro and Enterprise plans only. Contact your account manager for more details.