Customer support · Production

Freshworks Freddy AI Copilot: real-time AI assistance for customer support agents

The problem

Customer support agents lacked tools to respond quickly and consistently—they had to draft replies from scratch, faced language barriers with global customers, and had to manually read through long conversation threads before responding.

Workflow diagram · grounded in source
1
AI drafts reply
ai_action
“Draft clear, on-brand replies instantly using ticket details and conversations so agents never have to start from scratch”
2
Real-time translation
ai_action
“With live translation across 60+ languages, speak to customers anywhere in their voice”
3
Thread summarization
ai_action
“Catch up on conversations in seconds with smart, contextual summaries. Respond with confidence without delays on escalations and hand-offs.”
4
Similar tickets and KB context
ai_action
“Have access to similar, historical tickets, existing knowledge base articles, and get new articles generated as you respond to a conversation. Use all of this context and assistance to minimize manual effort, improve consistency, and acc…”
5
Sentiment detection
ai_action
“Sentiment intelligence detects frustration, urgency, or confusion in real time and tags queries as positive, neutral, or negative so agents can respond with empathy and avoid escalations”
6
Agent fine-tunes response
human_review
“Fine-tune your response to match your tone”
Reported outcome

Agents report Freddy AI Copilot as a massive time-saver for handling difficult conversations, boosting productivity and CSAT while improving the quality and consistency of everyday interactions.

Reported metrics
Languages supported for translation60+
Tata queries resolved with chatbotshalf of all queries
Time and effort savingsmassive win
Agent time on difficult conversationsmassive time-saver
Reported stack
Freddy AI CopilotFreddy AI AgentAI Agent Studio
Source
https://www.freshworks.com/freshdesk/omni/freddy-ai-copilot/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Agents report Freddy AI Copilot as a massive time-saver for handling difficult conversations, boosting productivity and CSAT while improving the quality and consistency of everyday interactions.

What tools did this team use?

Freddy AI Copilot, Freddy AI Agent, AI Agent Studio.

What results were reported?

Languages supported for translation: 60+; Tata queries resolved with chatbots: half of all queries; Time and effort savings: massive win; Agent time on difficult conversations: massive time-saver (source-reported, not independently verified).

How is this customer support AI workflow structured?

AI drafts reply → Real-time translation → Thread summarization → Similar tickets and KB context → Sentiment detection → Agent fine-tunes response.

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