Requesting for services listed on the Service Catalog


When employees request services that are already listed on the service catalog, Freddy AI agent will find the right service item and raise a request on your behalf. 


Scenario 1: Grace requests Freddy AI agent for SurveyMonkey access. Freddy AI agent finds the service item on the service catalog and creates a request for her. 


Scenario 2: 

Grace is new to the company and wants to add herself to a distribution list. Freddy AI agent finds the respective service item on the service catalog, gets all the information required from Grace conversationally, and raises a request on her behalf.


Summarizing pointed responses


Freddy AI agent can summarize lengthy articles into pointed, actionable responses for employees.


Scenario 1: Grace is looking to get in touch with an insurance agent, and Freddy AI agent identifies the article with this information and summarizes it with a pointed response regarding the contact information.


Scenario 2: Alex is looking to know if there are long weekends in the month of August. Freddy AI agent goes through the holiday calendar available on the knowledge base, tries to spot long weekends by combining the holiday information with the occurrence of weekends, and responds accurately.


Troubleshooting issues - solutions referenced from multiple articles


Oftentimes, IT Teams maintain multiple contextual articles that can have parts of the solution required to troubleshoot an issue. When an employee asks a question to the Freddy AI agent, it summarizes a response from multiple such articles that it identifies and provides links to them for further reference.


When you let the Freddy AI agent know that the suggested solution is not helpful enough, it will prompt you to create a service request or a ticket. Once you click on raise a ticket, it will automatically create one for you with the relevant context about your issue captured.  


Share feedback on Freddy AI agent responses


To improve the quality of conversations with the Freddy AI agent, a feedback loop is integral to understand what’s working for employees and recalibrate responses appropriately. With the latest update, employees can now share feedback about Freddy AI agent responses as helpful and not helpful. 


Here’s what happens when you share feedback:


  • Both types of feedback will be fed back into the algorithm to calibrate better responses in the future. 

  • When you mark a response as “Not helpful”, you will be redirected to raise a ticket for better assistance. You may choose to raise a ticket or continue conversing.

Note: You can provide feedback only for curated responses and not for automated responses that are generated as small talk.