Organizational leaders need quick levers for making decisions and taking action. Managing and tracking multiple large reports becomes time-consuming and delays decisions.
With Freddy AI Insights, equip leaders with the right insights at the right time in a conversational way. With volumes of service desk data available at Freddy AI’s disposal, it can identify key trends, anomalies, and insights so that proactive measures can be taken immediately.
Note: Freddy AI Insights is currently in public beta.
This article contains the following topics:
- How to enable Freddy insights?
- Insights supported currently
- Explore auto-generated insights and take action with proactive insights
- Use case 1: Get alerted on the increase in average resolution time with proactive insights
- Use case 2: Figure out the underlying root cause for the recent increase in resolution of SLA violated tickets
- Things to note
- Roles and privileges
How to enable Freddy insights?
1. Go to Admin > Freddy AI > Freddy > Freddy AI Insights.
2. Enable the Conversational Insights toggle.
Insights supported currently
Explore auto-generated insights and take action with proactive insights
To run an operationally-efficient organization, it’s important to drive informed decisions while spending optimal time and resources on sourcing insights. With Freddy AI, get the right insights at the right time when you need to act on it.
Freddy AI monitors and analyzes your service desk to provide timely insights. You can stay on top of insights about trends, outliers, and top increasing/decreasing metrics and take action as needed.
Use case 1: Get alerted on the increase in average resolution time with proactive insights
An increase in average resolution time can be a significant problem for a support desk leader. It can lead to longer wait times for customers, decreased customer satisfaction, and reduced productivity for support agents. Additionally, it can be a sign of underlying problems with the support process, such as lack of resources or inefficient workflows. Proactive insights that alert support desk leaders on an increase in average resolution time can be extremely useful, as these insights allow leaders to identify and address the root cause of the problem before it becomes a major issue.
To view the ticket volume trend:
1. Go to Freddy > Insights.
2. Select the relevant insight.
Freddy will present a visual representation of the ticket volume trend. This trend analysis, generated by Freddy, offers valuable insights into the fluctuation and pattern of ticket volume over a specified period.
Use case 2: Figure out the underlying root cause for the recent increase in resolution of SLA violated tickets
Resolution of service level agreement (SLA) violations can have a significant impact on a support desk, leading to increased customer dissatisfaction, reduced customer loyalty, lost revenue, and damage to the support desk's reputation. In scenarios where SLA violations have suddenly spiked, an actionable root cause analysis can be invaluable. It can help the support desk to quickly identify and fix the problem, prevent the issue from escalating, save time and effort, and improve customer satisfaction.
To find the underlying root cause:
1. Go to Freddy > Insights.
2. Select the relevant insight.
3. Go to the ‘Leading Causes could be’ section.
You will find a tree based representation of underlying root causes, along with a natural language based summary.
Things to note
Once the Freddy AI Insights module is enabled, your service desk insights will be available after 24 hours.
Freddy might not be able to build charts and graphs on certain insights when there is insufficient data.
Roles and privileges
Freddy AI Insights is enabled by default for all Admins.
Go to Admin > Agents > Permissions > Freddy Insights to enable the Freddy AI Insights permission for agents.
Related links:
How to perform root cause analysis using Freddy Insights?
