Last updated: 2024-10-23

Source: https://support.freshservice.com/support/solutions/articles/50000005607-setting-up-your-virtual-agent-for-success

What is Freddy AI Agent?

Freddy AI Agent is a Freddy AI-powered bot that can enable 24/7 conversational support on your collaboration platforms like Microsoft Teams and Slack. Employees can ask a simple question to the Freddy AI Agent and it will pull service items and help articles as responses to self-serve. Learn more

Why do you need good content?

Virtual agent pulls responses from Articles and service items. A mismanaged information engine (Articles & service items) hence impacts response accuracy. It results in:

  • False positives
  • Relevant content getting ranked lower in the list of responses

    • Signs of mismanaged content

  • Duplication and redundancy \- Existence of multiple duplicates or old articles that are redundant
  • Same content for multiple purposes \- Writing a single long article or creating a single service item for multiple needs
  • Generic title and body content \- Lack of specific titles and content
  • Over-reliance on keywords and tags \- Freddy AI Agent works on the semantic search of visible content. As keywords / tags are invisible content, indexing based on them results in confusion and is hence avoided.
  • Missing content \- Popular queries do not have relevant articles/service items
  • Complex Language \- Using complicated keywords that do not match employees' language.

    • Setting up the content engine

    Here is how you create the right content engine to setup your Freddy AI Agent for success:

  • Solution articles \- Best practices \| How to setup
  • Service items \- Best practices \| How to setup