Freshdesk Freddy AI

Freddy AI is Freshworks' AI engine integrated into Freshdesk for customer support automation. Freddy Self-Service handles customer queries through AI-powered chatbots and auto-suggested solutions, deflecting tickets before they reach human agents. For support agents, Freddy provides AI-assisted responses, ticket summarization, sentiment detection, and smart prioritization. It suggests relevant knowledge base articles and past solutions to help agents resolve issues faster. Freddy Copilot acts as an AI assistant that can draft responses, rephrase messages, and expand brief notes into full replies. Freddy Insights uses AI to analyze support trends, predict ticket volumes, and identify areas for improvement. The AI learns from your team's resolution patterns to improve over time. Freshdesk integrates with 1,000+ apps and supports omnichannel service across email, chat, phone, and social media.