TABLE OF CONTENTS

  • Introduction
  • Freddy Insights for Customer Service
  • Freddy Insights for IT & Employee Experience
  • Current Scope for Conversational Analytics
  • Sample Prompts for Conversational Analytics


Introduction

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 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 Insights 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: 

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: 

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


Note: 

  • Activating Conversational 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. 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


Freddy Insights for IT & Employee Experience

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: 

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


Conversational Analytics
Create charts and slice into insights through prompts. 

Example: Show tickets created last week by agent groups

Note: 

  • 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


Current Scope of Conversational Analytics

Feature Name

Currently supported

Currently not supported

Type of Metrics supported

All default metrics available in the product

Custom metrics created by users

Type of Fields supported

All native fields offered in the product

Custom fields and Custom attributes created for business-specific use-cases

Type of Functions supported

is, include, contains 

is not, does not include, does not contain, is not empty

Date Ranges supported 

exact date, month, year 

since, is between, hour of the day, day of the week, day of the month

Aggregate functions supported

average, percentage, minimum, maximum

median, percentile

Synonyms 

Currently not supported

Spelling mistakes in metrics and attributes

Currently not supported


Sample Prompts for Conversational Analytics
Data Trends

  • Show me the weekly trend of tickets 
  • Show me the weekly trend of tickets in last 60 days  
  • Show the daily trend of response time 


Count with date range

  • Show me the count of ticket in the last 30 days 
  • Show me the count of tickets for the month of May 
  • Show me the count of tickets in the last quarter 
  • Show me the response time for 25th June 


Filter 

  • Show me the total open tickets in last 30 days 
  • Show me the resolution time for high-priority resolved tickets 


Group-by Questions:

  • Show me the tickets group by status 
  • Give the average first response time by category
  • Give the average resolution time by category and status

Groupby and Filter 

  • Show me the resolved tickets by Satisfaction Rating 


Aggregate Function 

  • Show me the percentage of tickets open 
  • Show me the maximum resolution time
  • Give me the minimum resolution time
  • Give me the sum of response times 


Multiple Metrics, Groupby and Filter

  • Show me the resolution time and response time for last 90 days  for open tickets
  • Show me the trend of  resolution time and response time groupby status and priority 

Important Notes:

1. This feature is currently available on public beta for customers on Pro and Enterprise plans with Freddt Co-pilot lisence

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.