It support · Production

Freshservice Freddy AI: autonomous IT service management with 66% ticket deflection and 77% faster average resolution

The problem

IT teams face growing ticket volumes and manual workloads that prevent them from scaling support efficiently while delivering fast, high-quality employee experiences.

Workflow diagram · grounded in source
1
Employee submits request
trigger
“Freddy AI Agent gestiona solicitudes de empleados de extremo a extremo en Microsoft Teams, Slack y portales de servicio”
2
AI understands intent and auto-resolves
ai_action
“Comprende la intención, toma acciones en sistemas y completa flujos de trabajo automáticamente. Los empleados reciben soporte 24/7 en más de 40 idiomas sin llenar formularios, solo resolución más rápida”
3
Skill-based ticket routing
routing
“Freddy AI utiliza el enrutamiento basado en habilidades para determinar y asignar el agente adecuado a cada ticket. Gracias a que analiza el contexto del ticket y lo compara con la experiencia del agente, Freddy AI minimiza los desvíos y…”
4
Copilot reply suggestions
ai_action
“Freddy AI Copilot analiza los contextos de los tickets y genera respuestas personalizadas y relevantes que los agentes pueden usar con un solo clic”
5
Instant ticket summaries
ai_action
“Freddy AI Copilot transforma de manera instantánea largos hilos de tickets en resúmenes claros y accionables”
6
Smart field value suggestions
ai_action
“Freddy AI Copilot identifica tickets anteriores relacionados con la actual incidencia y automáticamente recomienda valores de campos adecuados para una clasificación más veloz”
7
Proactive insights and improvement
feedback_loop
“Freddy AI Insights supervisa su mesa de servicios para detectar problemas con anticipación, identificar las causas y ofrecer análisis instantáneos mediante una conversación sencilla, lo que permite tomar decisiones más rápidas e intelige…”
Reported outcome

Freddy AI deflects 66% of incoming tickets, reduces average resolution time by 77%, and improves first-response speed by 41%.
One customer reported deflecting 65% of tickets and saving 200 hours per month.

Reported metrics
incoming tickets deflected by Freddy AI agents66%
first response speed improvement with Freddy AI Copilot41%
Freddy AI Agent users observing agent workload reduction66%
average resolution time reduction with Freddy AI Copilot77%
Show all 8 reported metrics
incoming tickets deflected by Freddy AI agents66%
first response speed improvement with Freddy AI Copilot41%
Freddy AI Agent users observing agent workload reduction66%
average resolution time reduction with Freddy AI Copilot77%
tickets deflected (anonymous customer quote)65%
hours saved per month (anonymous customer quote)200 horas al mes
reduction in incident volume (FAQ)up to 73%
common queries resolved automatically without agent involvement (FAQ)up to 80%
Reported stack
Freddy AIFreddy AI Agent StudioFreddy AI CopilotFreddy AI InsightsFreshserviceMicrosoft 365 CopilotSlackTeamsSharePointGoogle Drive
Source
https://www.freshworks.com/latam/freshservice/ai-itsm/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Freddy AI deflects 66% of incoming tickets, reduces average resolution time by 77%, and improves first-response speed by 41%.

What tools did this team use?

Freddy AI, Freddy AI Agent Studio, Freddy AI Copilot, Freddy AI Insights, Freshservice, Microsoft 365 Copilot, Slack, Teams, SharePoint, Google Drive.

What results were reported?

incoming tickets deflected by Freddy AI agents: 66%; first response speed improvement with Freddy AI Copilot: 41%; Freddy AI Agent users observing agent workload reduction: 66%; average resolution time reduction with Freddy AI Copilot: 77% (source-reported, not independently verified).

How is this it support AI workflow structured?

Employee submits request → AI understands intent and auto-resolves → Skill-based ticket routing → Copilot reply suggestions → Instant ticket summaries → Smart field value suggestions → Proactive insights and improvement.

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