Powered by generative AI, Freddy AI agent enables conversational experiences where requesters can be aided with step-by-step resolution through two-way dialogue. It also allows you to raise requests without the use of forms.
Here’s what Freddy AI agent offers in Freshservice:
Multi-turn conversations
Initiate 2-way dialogue with Freddy AI agent for step-by-step resolution. Ask Freddy a query like you would with any human agent. Freddy can infer from context and help you resolve queries.
Receive requests
Freddy AI agent engages with you to understand what you require and presents a list of services for you to pick. Choose a service from the options presented. Freddy AI will use your responses, capture details through more questions, fill out a form on your behalf, and raise a ticket. 
Follow-up queries
When Freddy presents you with a solution, ask follow-up queries for more context. Freddy can drill down on its responses and provide more elaborate responses to help you better.
Automated form fills
Freddy captures details required for raising a service request by conversing with you. Review the information captured once Freddy has taken note. If you want details modified, ask Freddy to update the information and send the request with the updated information.
- If you do not wish to fill out a form conversationally, you can say “exit” to ask the Freddy AI agent to present you with a form instead.
- Freddy AI agent will nudge you to fill out a form if your conversation exceeds 10 exchanges or over 12 hours.
- Only forms simple enough to be rendered in MS Teams are supported. For other forms, users will be redirected to the self-service portal for filling the form. Learn more about form support on MS Teams.
