| 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 Suggester | Surfaces historical tickets with similar context for faster resolution. | |
| Intelligent Related Changes | Highlights change requests related to the current ticket. | ||
| Change Risk Advisory (Coming Soon) | Indicates risk levels for proposed changes. | ||
Ticket assistant | Field Suggester | Recommends field values to reduce manual updates. | |
| Translator | Translates ticket content to remove language barriers. | ||
Knowledge assistant | Help Article Generator | Creates draft knowledge articles from ticket context. | |
| 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 (Early Access Program) | Provides insights based on conversational patterns. | ||
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 (Early Access Program) | Searches organizational files stored in Google Drive. | ||
| Confluence (Coming Soon) | Enables search across Confluence spaces. | ||
| Multimodality | Image Support | Extracts insights from images to aid resolution. | |
| Intelligent Routing | — | Skill-based Routing | Directs tickets to the most qualified agents. |
Freddy AI Feature Overview
Modified on: Mon, 10 Nov, 2025 at 3:16 PM
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