With the increasing volume of user inquiries and support requests, traditional methods of agent-based support struggle to keep up with the demand. This results in long waiting times when employees encounter an issue or need assistance, which can be frustrating and can result in productivity losses.


With Freddy self-service, resolve incidents and service requests with generative AI-powered virtual agents that are ready to start helping on day one. Bypass traditional experiences powered by forms and tickets with Virtual agent’s truly conversational experiences that is zero-touch and personalized. 


Note: This is available only in Private Beta for Enterprise plan customers. 


Where can you find them?

  1. Navigate to Admin > Freddy AI > Freddy 
  2. Enable the toggle for features you want to explore.


Actionable response summaries  


Curated and actionable response summaries are sourced and snipped from the knowledge base to solve employees' queries accurately. Employees receive pointed summaries that match their query instead of a long-form help article. They can quickly take action, saving time lost in reading long articles and thereby improving their productivity. 


Note: This capability is now available on Slack public channels. Learn how to enable Virtual agent on Slack. 


Explore usecases






Multi-turn conversations 

Enable continuous, two-way dialogue with employees for a more human-like experience. Employees can continue conversing about their issues until they get a satisfying response. 


Note: This capability is now available on Slack public channels. Learn how to enable Virtual agent on Slack.


Learn more




Multi-lingual Conversations

Enable multilingual responses by understanding other language queries and translating all available content into employees' preferred language. Employees can ask questions to the Virtual agent in any language and receive responses.


Note: This capability is now available on Slack public channels. Learn how to enable Virtual agent on Slack.


View languages supported





Formless Conversational Experience


Get Virtual agent to fill out forms for you through a dialog and auto-create service requests from the context shared.


Note: This capability is now available on Slack public channels. Learn how to enable Virtual agent on Slack.


Account-specific and Contextual conversations


To provide a more humanized experience, we have updated our AI models to incorporate the following features:


  • Enhanced Natural Language Understanding

  • Account-specific behavior

For example: Virtual agent will now gather more information to identify the intent of a query. For example, when an employee has a question about password reset, Virtual agent will probe into this query to understand if they are looking to raise a service request or need self-help information. Furthermore, Virtual Agent will steer the conversations based on account-specific resources that are available. 

    

Query

Only service item exists

Only solution article exists

Both exist

Password reset

VA suggests the right service item & starts a formless conversation for service request

VA suggests the steps for password reset based on the solution article in a summarized manner

VA probes further to gather more information to steer the conversation better