Enable Freddy AI Agent on public channels to answer your employees' queries while freeing up your agents' time. Freddy AI agent can be enabled on Slack and Microsoft Teams  



How Freddy AI Agent helps with resolving queries:

When enabled on a channel, Freddy AI Agent understands intent from incoming queries, identifies context from relevant help articles or service items, and provides an intelligent response. This helps deflect a query from an agent and improves resolution times.


Actions supported by Freddy AI Agent

@mention

Function

Supported in

@servicebot

Invoke the Servicebot

Slack and MS Teams

@botname

Invoke the Servicebot with the rebranded name used in your organization

Slack and MS Teams


@group

Notify members of a particular group of members in the channel. For example: @ithelpdesk

Slack only

@channel

Notify the entire channel

Slack only


@here

Notify online members on the channel

Slack only


Ask a question to get answers from Freddy AI Agent. The '@' actions mentioned above are supported. When there is a relevant match in the Knowledge base or Service Catalog, Freddy responds accordingly. If the response to the query involves service items and solution articles that cannot be accessed by all members of the channel due to access controls, the Freddy AI Agent will redirect you to your DMs to reveal them.


How to enable servicebot on Channels without Freddy AI Agent?

Enable ServiceBot on your collaboration channels to enable agents stay on top of their group-wise ticket updates.