Freddy AI Feature Overview

Modified on: Sun, 30 Nov, 2025 at 9:58 PM

Solution / Group / Category	Use Case Group	Feature	Description
Freddy AI Copilot	Response assistant	Reply Suggester	Suggests relevant replies to speed up agent response time.
		Multilingual Reply Suggester	Generates replies in multiple languages for global support.
		Writing Assistant	Improves tone, clarity, and grammar in agent messages.
	Summarization assistant	Ticket Summary Generator	Creates concise summaries of detailed ticket conversations.
		Resolution Note Generator	Drafts resolution notes for auditability and handoffs.
		Post Incident Report Generator	Produces structured reports after major incidents.
		Test Case Generator	Generates test cases based on issue context.
	Resolution assistant	Similar Ticket Suggestor	Surfaces historical tickets with similar context for faster resolution.
	Resolution assistant	Intelligent Related Changes	Highlights change requests related to the current ticket.
	Ticket assistant	Field Suggestor	Recommends field values to reduce manual updates.
	Ticket assistant	Translator	Translates ticket content to remove language barriers.
	Knowledge assistant	Help Article Generator	Creates draft knowledge articles from ticket context.
	Knowledge assistant	Knowledge Content Recommendations (Early Access Program)	Suggests relevant knowledge content when troubleshooting.
Freddy AI Insights	—	Proactive Insights with Root Cause Analysis	Identifies issues and uncovers underlying causes.
		Customized Insights	Offers insights tailored to your business context.
		Conversational Insights	Surfaces insights conversationally via natural language prompts.
Freddy AI Agent	Conversational AI	Multilingual Conversations	Supports conversations in multiple languages.
		Multi-turn Conversations	Maintains context across multi-step conversations.
		Formless Conversations	Captures intent without rigid form structures.
		Actionable Response Summaries	Summarizes interactions into actionable takeaways.
		Citations and Grounding	Provides sources to support generated responses.
	Channel Availability	Slack	Offers AI assistance directly within Slack channels.
		Microsoft Teams	Supports conversational workflows inside Teams.
		End User Portal	Assists users directly through the self-service portal.
		Email Bot	Automates responses over email and detects intent.
		Microsoft 365 Copilot	Connects service intelligence to Microsoft 365 experiences.
	Enterprise Search	Knowledge Base	Searches internal knowledge content for instant answers.
		Microsoft SharePoint	Retrieves information across SharePoint repositories.
		Google Drive	Searches organizational files stored in Google Drive.
		Confluence	Retrieves information from Confluence quickly.
	Multimodality	Image Support	Extracts insights from images to aid resolution.