Last updated: 2026-01-20
Freddy Copilot uses AI-powered capabilities to reduce manual effort across ticket handling, resolution, and knowledge creation. Each capability enhances efficiency at specific stages of the support workflow, enabling agents to complete tasks more quickly and consistently.
Learn how the savings formula works and see feature-level examples that show how to measure the impact of Freddy Copilot usage.
How to calculate savings
All Freddy Copilot features use the same underlying calculation logic.
Formula
Time savings = Σ (Time saved per use × Number of uses)
What this means
Example calculation for Freddy Copilot impact
This example uses annual, illustrative data to show how time savings are calculated for different Freddy Copilot capabilities.
Annual time savings breakdown
| Capability | Number of uses (annual) | Time saved per use | Calculation | Total time saved |
| Reply Suggestor + Actionable Response Summaries + Similar Incident Suggester | 28,275 tickets | 10 minutes | 28,275 × 10 min | 282,750 minutes (4,713 hours) |
| Ticket Summary Generator + Resolution Notes Suggester | 77,757 tickets | 4 minutes | 77,757 × 4 min | 311,028 minutes (5,184 hours) |
| Help article generator | 5,000 articles | 16 minutes | 5,000 × 16 min | 80,000 minutes (1,354 hours) |
| Conversational service desk actions (Freddy Quick Actions) | Org-wide usage | 0.2 hours per user per week | 23,000 users × 0.2 hr × 52 weeks | 258,800 hours |
| Writing assistant (Rephrase, Tone, Expand) | 63,620 tickets | 2 minutes | 63,620 × 2 min | 127,240 minutes (2,121 hours) |
| Field suggester (Auto-triage) | 49,482 tickets | 0.5 minutes | 49,482 × 0.5 min | 24,741 minutes (412 hours) |