TABLE OF CONTENTS



Introduction to Freddy AI agent

To meet growing employee expectations without increasing budgets, IT leaders should leverage AI assistance to enhance self-service and deflection. This approach ensures productive and content employees, reduces service desk workload, and improves employee satisfaction and retention without raising operational costs.


With Freddy AI Agent, provide always-on, trustworthy, and conversational assistance for your employees. Freddy AI Agent offers 24/7 personalized support through Slack and Microsoft Teams, automating first-line support and resolving employee issues instantly. It integrates seamlessly with your existing knowledge sources, requiring no setup, and provides context-aware assistance for IT and non-IT queries from day 1. 


What's Changing?

  • Rebranding: We are unifying the Freddy Self Service and Virtual Agents nomenclature under the new name: Freddy AI Agents, bringing a more streamlined and cohesive experience.

  • Advanced Capabilities: The latest Freddy AI Agent offers superior GenAI-powered humanized conversations, and more reliable, accurate responses.


Note: The current report for tracking Freddy AI Agent usage in the analytics module is incompatible with the latest GenAI Version. A new report, designed to monitor Freddy AI Agent performance effectively, will be available by early Q1 2025.


Key Capabilities 

Read more | Watch a demo video


Feature

Description

Multi-turn Conversations

Enable extended conversations with Freddy AI Agent and provide continued assistance to fix employees’ issues.

Multi-lingual Conversations


Localize support and enable employees to chat and receive assistance from Freddy AI Agent in any language of their choice.

Formless Conversations

Modernize and simplify traditional support processes by enabling Freddy AI Agent to fill out forms conversationally.

Actionable Response Summaries

Enable quick resolution with curated responses sourced and summarized from various help articles. Complement summarized responses with citations to the sources used.

Channel Availability



Enable Freddy AI Agent on public channels for instant resolution of simple and repetitive queries.

EmailBot

Auto-respond to simple email queries with relevant help articles to self-serve

Context-Aware Resolutions

Built-in domain awareness that needs no training to assist in and resolve IT and non-IT issues.

Citations and Grounding 

Reference-inclusive responses to ground resolutions on an identifiable and reliable source of truth.



How to get started


To get started with Freddy AI agent, you must first install ServiceBot on Microsoft Teams and Slack. 


You can get started from the Admin page in two ways. You can set things up from the Freddy AI configurations page or the ServiceBot for Microsoft Teams / Slack.


Here’s how you can take it from there: Setup on Microsoft Teams | Setup on Slack



Get started guide

If you want to understand the set up better, here’s a get-started guide for a head start. 


Upgrading to Freddy AI agents


Why should I upgrade?


Freddy AI agents have evolved into a more advanced version compared to the legacy Freddy AI agents previously available. By upgrading, you can provide your employees with GenAI-powered conversational assistance, leveraging the enhanced capabilities outlined in the "What’s New" section. 


Here are the key differences between the legacy version and the new GenAI version that highlight the benefits of upgrading:

Learn more about the two versions here. 

Note: The legacy version of Freddy AI Agent will be deprecated by January 31st, 2025. 

How do I upgrade?

Navigate to:

  • Admin > ServiceBot for Microsoft Teams or ServiceBot for Slack.

    • Click on the upgrade option available here. 



Note: To make effective use of Freddy AI Agent, enable it on support channels for 24x7 assistance.


Who is this upgrade applicable for?

  • If you have enabled the legacy version of Freddy AI agent (Virtual agent) before 18th Oct 2024, you will need to upgrade to the latest version to enjoy the GenAI-powered features. 
    Note: The legacy version of Freddy AI Agent will be deprecated by January 31st, 2025.


  • If you have not enabled the legacy version of Freddy AI agent (Virtual agent), you can get started with the new version directly by setting up Freddy AI agent from scratch. (Refer to how to get started section to learn more).

  • If you were on the private beta of Freddy AI agent or you’re a Freddy Copilot customer using the legacy version of Freddy AI agent, you will be auto-upgraded to the latest version. There is no action expected from you. 



Pricing

Just as its predecessor, the Virtual Agent, Freddy AI Agent will be available as part of the Enterprise plan.