Freshworks

Use Case 1: Automating Routine Customer Support Queries

Problem: Support staff are often overwhelmed by a high volume of repetitive inquiries, leading to slow response times.
Solution: Freddy AI Agents resolve up to 80% of routine queries across chat, messaging, and email using pre-built workflows.
Example: A retail business uses AI Agents to automatically handle 24/7 requests for order tracking and refund statuses.

Use Case 2: Enhancing Agent Productivity in Real-Time

Problem: Support agents lose time manually summarizing long conversation histories and translating customer messages.
Solution: Freddy AI Copilot provides instant summaries, suggested replies, and real-time translation within the workspace.
Example: An agent uses Copilot to quickly understand a 10-message email thread and respond in the customer's native language.

Use Case 3: Scaling Support with Strategic Insights

Problem: Managers struggle to identify the underlying causes of service level agreement (SLA) breaches or dips in customer satisfaction.
Solution: Freddy AI Insights turns data into intelligence with proactive alerts and deep root cause analysis of every interaction.
Example: A lead receives an automated alert for a dip in CSAT and uses AI to pinpoint a specific product bug causing the issue.