The all-new and innovative Freddy experience page is all set to enable AI-powered insight management for high performance for your business. You can now ask or interact with Freddy through AI-powered insights or simply by having a conversation through a prompt-based interface. Type out your request in simple language, and Freddy will interpret and transform your prompts into easy-to-interpret data, analyze conversations, and suggest scenarios, that can eventually be automated by bots. 

Freddy for Customer Service

Identify issues proactively and leverage the prompt-based interface to make better timely decisions and optimize your customer support operations.

Proactive Insights (Freddy Insights): 

Automatically identify insights, patterns, outliers, and anomalies, depending on your datasets. 

Eg: Identifying the most frequent customer queries that can be deflected via bots. 

Conversational Analytics (Freddy Insights): 

Empower users to effortlessly generate data charts and apply filters using natural language prompts.


  • Activating Conversational Analytics can take up to 30 minutes.
  • Generation of insights can take up to 24 hours.

Conversational Actions (formerly Prompt-based Agent Management (Freddy Copilot): 

Freddy can execute agent management tasks such as adding new agents and creating new groups instantly, using natural language prompts.

How to enable Freddy Insights from the Admin page?

  1. Go to the Admin settings and locate the Chat settings.
  2. Scroll down to find the Freddy icon.
  3. Click on the Freddy icon to open the list of AI features available.
  4. Choose the specific feature, "Freddy Insights".
  5. Toggle the switch to the right to enable the feature or to the left to disable it.

Follow this link to learn more

Prompt-based Bot Builder (Freddy Copilot): 

Freddy creates bots from text-based prompts that you provide.

Click here to l Click here to learn more

Freddy for Freshservice

Gain new visibility into IT performance with AI-powered conversational inquiries and automatically generated recommendations. Liberate decision-makers from the reporting burden with a conversational experience to consume actionable insights and trends.

Proactive Insights (Freddy Insights)

This feature helps with the following insights

  • Trending issues: Identify common employee issues and generate help articles to deflect them
  • Workforce’s pulse: Get insights about survey score trends to improve employee experience
  • Observe performance and workload: Analyze ticket volume and SLA breaches observed for agents/categories 
  • Service desk performance: Observe average resolution time and first response time trends - across the service desk

Prompt-based Analytics (Freddy Insights)
Create charts and slice into insights through prompts. 

Example: Show tickets created last week by agent groups


  • Activating Prompt-based Analytics can take up to 30 minutes.
  • Generation of insights can take up to 24 hours.

How to enable Freddy Insights from the Admin page?

  1. Navigate to Admin > Freddy AI > Generative AI tools
  2. Enable the toggle for Freddy Insights 

Follow this link to learn more

Important Notes:

1. This feature is currently available on public beta for customers on Pro and Enterprise plans

2. Once the Freddy Insights module is enabled, your service desk insights will be available within 24 hours

3. Freddy Insights might not work when there is insufficient data

*The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.