Unleash productivity: Freddy Copilot goes general availability!
How customer service teams are benefitting from a generative-AI-powered productivity boost
We are thrilled to announce that Freddy Copilot, our cutting-edge AI assistant, is now officially available to Freshworks customers. After a successful beta with thousands of customers, we've fine-tuned Freddy Copilot to be the ultimate productivity boost for your customer service teams, powered by generative AI. Let's dive into what Freddy Copilot is, the value it brings, and some remarkable customer successes.
What is Freddy Copilot?
Freddy Copilot is your customer service team's new best friend—an always-on assistant, supercharged with generative AI, designed to boost agent and admin productivity. Whether it's summarizing conversations, refining tone, or suggesting next steps, Freddy Copilot acts as a real-time and post-conversation coach, enabling higher quality and faster responses for better agent and customer satisfaction.
Driving results with Freddy Copilot
In the recent Total Economic Impact™ (TEI) commissioned study on Freshworks Customer Service Suite conducted by Forrester Consulting, interviewees experienced significant improvements in agent efficiency and issue resolution. These gains were attributed to features like advanced workflows and Freddy Copilot.
The TEI study highlights that agents are empowered to communicate better with customers and resolve issues more efficiently through customizable ticketing rules, advanced workflows, and Freddy Copilot. The improved efficiency and productivity translates to a cost savings of $493,000 over three years for a composite organization.
Our customers are witnessing similar outcomes, with a 54% reduction in ticket resolution time and a 58% improvement in response times on average. These positive metrics are thanks to the capabilities of Freddy Copilot, including the Solution Article Generator, Rephrase, Message Expansion, and Tone Enhancer.
Read also: Unlock IT staff productivity with Freddy Copilot
Time savings and ROI with Freddy Copilot
The significance of these productivity gains extends beyond operational enhancements—they translate into substantial cost savings for businesses.
Consider a B2C enterprise retail customer with 100,000 customers and 300,000 tickets per year. According to our Value Engineering ROI Calculator*, investing in Freddy Copilot could lead to savings of $95,214 based on agent time savings alone—equivalent to the productivity of three full-time employees. In the first year post-implementation, this translates to an impressive 187% return on investment (ROI). Just imagine the possibilities for your business with these extra savings.
How your business can benefit from Freddy Copilot
Unlock agent productivity
Empower your agents with faster content creation, real-time suggestions, and streamlined solution-article development. Freddy Copilot handles routine tasks, enabling you to boost efficiency and output.
Top features:
Summarizer: Reduces manual summarization time, increasing productivity and enabling agents to concentrate on higher-value tasks.
Solution Article Suggester: Speeds up resolution time by instantly retrieving and assisting agents with the right solution articles from the knowledgebase.
Auto-Complete: Accelerates response times by proactively completing sentences, enabling faster and more accurate responses.
Solution Article Generator: Provides AI-powered recommendations, streamlining solution article development and helping agents always have updated, relevant content at their fingertips.
Elevate response quality
Use Freddy AI's suggestions to reduce errors and act as a coach for your agents, facilitating faster and higher-quality customer responses.
Top features:
Rephrase: Substitutes casual language with formal alternatives, enhancing communication.
Tone Enhancer: Adjusts agents' responses to match customer needs, saving valuable time and energy.
Proactive Quality Coach: Coaches agents in real time for improved response quality, ensuring customers receive the best answers. This is a game-changer by not only making quality coaching available to all agents all the time, but by making it available proactively to agents.
Post-Resolution Quality Coach: Provides supervisors with reports evaluating their agents’ performance. Identifies improvement areas and helps agents refine their responses and resolutions, reducing the need for costly QA teams and manually sampled audits.
Streamline admin responsibilities
Give your admins the power to get things done with Freddy's prompt-based interface. From managing agents to creating new groups, Freddy makes handling administrative tasks easier than ever.
Top feature:
Conversational Actions: Executes admin management tasks like setting up SLAs, adding agents, creating groups, changing business hours, and more using natural language instructions, freeing admins to focus on more critical work.
Customer success with Freddy Copilot
Let's explore how Freddy Copilot has had an impact on businesses across different industries.
Percyptx: Enhancing everyday interactions
In the tech industry, communication is key, and Percyptx leverages Freddy Copilot's Rephrase feature to enhance everyday interactions. Director of Customer Care Angela Thomas explains:
We use Freddy to rephrase our conversations all the time. Freddy Copilot has been super helpful and makes us so much better at enhancing our normal everyday interactions. We even updated a few of our traditional standard replies due to suggestions from Freddy.
Angela Thomas
Director of Customer Care, Percyptx
Felix Mobile: Optimizing efficiency and response quality
Joining the ranks of satisfied customers, Felix Mobile, a prominent player in the mobile services sector, stands as a testament to the substantial benefits reaped through Freddy Copilot. Care Lead Michael Hobba sheds light on their experience:
Saving time and effort due to AI is a massive win for us. The bot and the chat summaries have been a massive time-saver for our agents while handling difficult conversations and issues. The quality coach further helps us be as efficient as possible with our responses.
Michael Hobba
Care Lead, Felix Mobile
Ready to experience similar success for your business?
At $29 per agent per month, you can boost productivity and efficiency with Freddy Copilot. If you're ready to empower your team and provide exceptional customer service with Freddy Copilot, get started today.
* The Freshworks Freddy Copilot Value Engineering ROI Calculator uses process-based methodology to calculate the time saved by an agent (or admin) when they use Freddy Copilot features. The time savings are further converted into cost savings.
