Last updated: 2026-03-06
Source: https://support.freshservice.com/support/solutions/articles/50000011728-freddy-ai-feature-overview
| Solution / Group / Category | Use Case Group | Feature | Description |
| Freddy AI Copilot | Response assistant | Reply Suggester | Suggests relevant replies to speed up agent response time. |
| Multilingual Reply Suggester | Generates replies in multiple languages for global support. | ||
| Writing Assistant | Improves tone, clarity, and grammar in agent messages. | ||
| Summarization assistant | Ticket Summariser | Creates concise summaries of detailed ticket conversations. | |
| Resolution Notes Generator | Draft resolution notes for auditability and handoffs. | ||
| Post Incident Report Generator | Produces structured reports after major incidents. | ||
| Test Case Generator | Generates test cases based on issue context. | ||
| Resolution assistant | Similar Incident Suggester | Surface historical tickets with similar context for faster resolution. | |
| Intelligent Related Changes | Highlights change requests related to the current ticket. | ||
| Ticket assistant | Field Autofill Suggester | Recommends field values to reduce manual updates. | |
| Translator | Translates ticket content to remove language barriers. | ||
| Knowledge assistant | Help Article Generator | Creates draft knowledge articles from ticket context. | |
| Knowledge Content Recommendations | Suggests relevant knowledge content when troubleshooting. | ||
| Freddy AI Insights | — | Proactive Insights with Root Cause Analysis | Identifies issues and uncovers underlying causes. |
| Customized Insights | Offers insights tailored to your business context. | ||
| Conversational Insights | Surfaces insights conversationally via natural language prompts. | ||
| Freddy AI Agent | Conversational AI | Multilingual Conversations | Supports conversations in multiple languages. |
| Multi-turn Conversations | Maintains context across multi-step conversations. | ||
| Formless Conversations | Captures intent without rigid form structures. | ||
| Actionable Response Summaries | Summarizes interactions into actionable takeaways. | ||
| Citations and Grounding | Provides sources to support generated responses. | ||
| Channel Availability | Slack | Offers AI assistance directly within Slack channels. | |
| Microsoft Teams | Supports conversational workflows inside Teams. | ||
| End User Portal | Assists users directly through the self-service portal. | ||
| Email Bot | Automates responses over email and detects intent. | ||
| Microsoft 365 Copilot | Connects service intelligence to Microsoft 365 experiences. | ||
| Enterprise Search | Knowledge Base | Searches internal knowledge content for instant answers. | |
| Microsoft SharePoint | Retrieves information across SharePoint repositories. | ||
| Google Drive | Searches organizational files stored in Google Drive. | ||
| Confluence | Retrieves information from Confluence quickly. | ||
| Multimodality | Image Support | Extracts insights from images to aid resolution. |