Freshservice's Freddy AI Agent empowers enterprises to provide the best-in-class digital experience to their employees with an intelligent and predictive conversational AI solution.



Benefits of using Freddy AI Agent

  • Ticket deflection through solution articles: Freddy AI Agent understands user queries using machine learning and looks for a solution article from your knowledge base to resolve the issue. This resolves a majority of the commonly asked questions.
  • Resolution through service request fulfilment: You can request a service item from the service catalog by simply sending a message to Freddy AI Agent (For example: @Servicebot). The Servicebot will look for the service item based on the keywords in your message and will help you raise a request. By connecting Freddy AI Agent with our orchestration capabilities, you can instantly fulfil requests, such as password reset, adding employees to email distribution lists, granting access to software tools, and so on.
  • All your tickets in a single view: The Home tab of the Servicebot app in Slack lets the requesters view tickets requested by them. For agents, the Home tab shows the open tickets that are assigned to them.
  • Quick actions: You can reply to a ticket, add a private note, and update the properties of a ticket from Slack.
  • Instant approvals: You can instantly approve or reject requests that are assigned to you.
  • Reports on Servicebot performance: With an out-of-the-box report on Freddy AI Agent performance, you can get instant access to performance insights, which will help you improve your employee experience by optimising your knowledge base and service catalog for better results.


Making the most out of Servicebot

For requesters


Getting started with Freddy AI Agent


To use Freddy AI Agent, your admin should install the Servicebot as part of your organisation’s Slack account. Once the Bot is installed, search for "Servicebot" from the Slack global search bar to get started.



Troubleshooting with Freddy AI Agent


If you’re having an issue or would like some help, you can message @Servicebot from Slack. If the answer to your question is available in the form of a solution article, ServiceBot will display it on the chat window.


Let’s look at an example where you would like to know about the insurance benefits offered by your organisation. Once you type the question “What are my insurance benefits?” mentioning Servicebot, you will find a list of articles from the knowledge base that matches your query.


You can click the Read more button to read the solution article as you can see in the example below.



In some instances, ServiceBot will also show snippets of text from a solution article that will offer you instant value.



If you have the answer you looked for, click on the thumbs-up icon to let Servicebot know that it has done a good job. If not, click the thumbs-down icon, which will prompt you to raise a ticket with your IT team.



Requesting a service item


You can also request a service item by messaging @Servicebot from Slack. Servicebot is designed to understand your message and pick the right service item from your organisation’s service catalog. You can request for the service item directly from Slack.


Note: If you're an admin, you can enable orchestration capabilities for your account to instantly fulfil service requests, such as provisioning access to CRM, Github, Zoom Pro account, or Figma license. Click here to know more about Orchestration.


As mentioned earlier, if the Servicebot is unable to find the item that you’re looking for, it will present you with an option to raise a ticket.



Approvals via Servicebot


In order to see a list of items awaiting your approval, select Servicebot, and then click Approvals from the Home tab.



You’ll see the list of service requests awaiting your approval. You can approve or reject those requests with a single click. Note that you can approve a request without adding a comment, whereas adding a comment is mandatory when you’re rejecting a request.



Then, your action on the service request is communicated to the requester.


Note: Approvals are available for both requesters and agents.


For agents

Mapping Slack channels to Freshservice agent groups


Collaboration is inevitable in a work environment. But when agents need to collaborate, switching between Slack and Freshservice hinders their productivity to a great extent.


With the Servicebot, you can map Freshservice groups to your internal Slack channels, enabling all agents within a team to stay on top of their group-wise ticket updates.


1. Go to the Home tab of Servicebot app on Slack, and click Settings.

2. Click Connect to create a new group-channel mapping. An agent group can be mapped only to one Slack channel and vice versa.

3. You can choose the priority of tickets that should be notified to a channel. For example, you can choose to notify the Change-team Slack channel with only the urgent priority tickets assigned to the Change Team on Freshservice.

4. Click Disconnect to delete a group-channel mapping.

How can the Servicebot help you?

Ticket creation

The Servicebot lets you create tickets in multiple ways. You can quickly create incidents from message actions, using the Shortcuts [⚡] icon or from the Search bar.

You can create and assign tickets to agents directly from Slack.


Home tab

Authorised Freshservice agents can see the open tickets assigned to them, giving them full visibility directly from Slack. Agents can also choose to edit the ticket properties and add notes from the tab.

Collaboration

Agents can collaborate and quickly resolve tickets within their Slack channels. Replies to tickets are added as private notes to the Freshservice ticket thread to preserve the conversation’s context.



Note: Replies to tickets/private notes from Freshservice to Slack is currently restricted to 250 characters.


Quick ticket actions

The Servicebot allows agents to quickly update ticket properties and add notes using the Update ticket option. Agents can stay ahead of their SLAs by quickly replying to tickets within their Slack channels.



Notifications

Each and every ticket is associated with a separate thread in Slack for easier tracking. Notifications are added in the respective channel’s thread as replies when ticket properties are updated from Slack as well as from Freshservice.

You can paste a Freshservice ticket in the channel or the thread message pane to quickly post a ticket. The ticket will open with all the ticket information and options to update the ticket.


@mention in your Freddy AI Agent on the Slack channel


Having the Freddy AI Agent configured for use on Slack can help you respond quickly and in a timely fashion to your employee service requests. Use the @mention in your Freddy AI Agent on Slack channels capability to get immediate responses and queries resolved in personal messages and channels.