Provide instant, precise answers 24/7 with Freddy Answer Bot

Freddy Answer Bot gives instant, precise answers to your customer’s commonly asked questions 24/7, helping with instant resolutions and happier customers. This will free up your team’s time to focus on issues only humans can resolve.


Freddy Answer Bot understands intent. You can train Freddy Answer Bot to answer any common question a customer asks at the start of a new conversation. But it doesn’t stop with deflection. Freddy Answer Bot can follow up with an intent-based Custom Bot flow closing the conversation when successful - so it never reaches your team. 


Freddy Answer Bot also performs tone and sentiment analysis, handing over the conversation to a team member when human intervention is very much needed.



Note

Freddy AI is available as an add-on from Sprout plan. Freddy Answer Bot is available natively on Freshchat Forest plan.


How is Freddy Answer Bot different from other chatbots


When customers ask questions, most chatbots suggest solution articles from the knowledge base. Customers are expected to go through every suggestion to see if the article is helping. But what today’s customers look for is fast, precise answers. Freddy Answer Bot helps you deliver that. 


  • Freddy Answer Bot can deliver accurate answers instantly

  • Freddy Answer Bot can tap into the intent behind customer questions, truly engage with them and help them with the next best actions

  • Freddy Answer Bot can be trained to understand the different ways in which customers ask questions

  • Freddy Answer Bot can provide a human touch by engaging in small talk


But, it also understands when human intervention is needed and transfers the chat to a team member if necessary.


By giving instant, precise answers to common queries, Freddy Answer Bot will create a better customer experience, and save your team hours each week. You’ll be able to see Freddy Answer Bot’s immediate impact under Insights. 


NoteFreddy Answer Bot is currently available in English only.



Here’s how to get started:


Give your Freddy Answer Bot identity


Customize your Freddy Answer Bot to make it an extension of your brand. Give a name and choose an avatar for your Freddy Answer Bot in Settings.



Create answers to common questions


Freddy Answer Bot pre-learns from your Freshchat and Freshdesk knowledge base, and Freshdesk tickets, and suggests questions your customers ask most often. Freddy Answer Bot also continuously learns from new conversations in Freshchat, once you set it up.


Freddy Answer Bot also goes a step further, categorizing conversations into three categories by tagging them as,


  • Unanswered indicating you haven’t added answers for these questions yet, 

  • Improve coverage implying customers ask this question in more than one way and more variations need to be mapped, and 

  • Underperforming pointing out questions that have been downvoted five or more times and needs better answers.




Just click on any question to add answers or if you have a question in mind create a new answer from scratch.


Read more about Freddy Answer Bot's learning sources.


Compose an engaging answer


Stat by adding your question. Freddy Answer Bot will surface similar questions if any. You can choose to add answers for one of these or create one from scratch. The quality of answer you create is the key to resolving your customer queries. 


Train your Freddy Answer Bot to recognize questions


Your customers will ask the same question in different ways. While creating an answer, you should train Freddy Answer Bot to recognize each variation of the question, so it answers more customers. Pick any of the example questions that your answer will resolve and dismiss the ones that it won’t. 




For example: You should train Freddy Answer Bot with as many examples as possible so it can recognize variations of the same question. For example, 'What is the zoo timings' and ‘Is the zoo open on weekends?' are different questions, but could have the same answer. Search for these variations, and train Freddy Answer Bot to recognize them. Freddy Answer Bot will then use its training and machine learning to answer questions that match or are similar to your example questions.


Remember, the more question variants you add, the more Freddy Answer Bot will learn to recognize similar questions, and the more accurate it will be. We recommend adding a minimum of 5 examples. 


You can also train Freddy Answer Bot to recognize questions your customers haven’t asked yet, by manually adding example questions. 


For example: If you have an upcoming feature launch, and you are working on answers for the launch, you can manually train Freddy Answer Bot with questions you predict customers could ask.


Pick a follow up action


Freddy Answer Bot can tap into the intent behind customer questions, truly engage with them and help them with the next best actions. 




Freddy Answer Bot can end by triggering a intent-based Custom Bot flow which can engage customers and close the conversation  Custom Bot can ask the right questions, engage prospects, qualify leads, book meetings, nurture leads, onboard users and support customers.




Freddy Answer Bot also understands when human intervention is needed and transfers the conversation to a team member. Freddy Answer Bot will then leave the conversation open, so your team can follow up.




Keep tabs on your Freddy Answer Bot’s performance


It’s easy to track Freddy Answer Bot's performance. You can see the overall impact your Freddy Answer Bot has by going to Insights.


You can see,


  • What percentage of your total conversations Freddy Answer Bot successfully resolved for your team

  • How many questions were attempted by the Freddy Answer Bot, and questions it didn’t answer

  • How much time Freddy Answer Bot saved your customers and teammates.


You can get a snapshot of how each answer is performing, by going to the Answers section.



Limit Freddy Answer Bot only on certain Topics


Find the right balance between human and bot conversations. You can limit Freddy Answer Bot to only respond on certain Topics. At Freshworks, for example, we trigger Answer Bot in the Support or Pricing Topic and choose not to trigger it in a Premium Help Topic meant for conversations between customers on our higher plans and the customer success team.  





Train Freddy Answer Bot to resolve more conversations


You can train Freddy Answer Bot to provide more resolutions by doing these three things:


  • Create answers for a wide range of topics

  • Create multiple answers for each topic

  • Train Freddy Answer Bot to recognize several variations of the same question, by adding more examples


By continuously training Freddy Answer Bot, you’ll increase its resolution and coverage rates, and save your teammates and customers more time.



When does Freddy Answer Bot trigger


Freddy Answer Bot automatically triggers when a customer asks a matching question at the start of a new conversation.


  1. Freddy Answer Bot will give a precise answer ff there is an exact match with one of the commonly asked questions
  2. Freddy Answer Bot will suggest a help article if certain keywords match with a question
  3. Freddy Answer Bot will suggest more than one help article if most of the keywords and the intent of the customer question matches with a commonly asked question.