Freshdesk has launched Freddy AI Agent Copilot, an AI assistant that works alongside support agents in real time.
What it does
The copilot sits in the ticket sidebar and provides:
- Response suggestions — drafts a reply based on ticket context and knowledge base articles
- Ticket summaries — condenses long threads into a brief overview for handoffs
- Smart routing — recommends which team or specialist should handle escalated tickets
- Sentiment detection — flags frustrated customers for priority handling
Why it matters
Support teams handling high ticket volumes spend significant time on repetitive responses and context-switching between tickets. The copilot reduces both — agents get a draft they can review and send, plus instant context on any ticket they pick up.
For teams doing 100+ tickets/day, the time savings compound quickly.
Pricing
Freddy AI Copilot is included in the Pro and Enterprise plans at no additional cost. Growth plan users can add it as a paid add-on.