AI for Freshdesk: Smarter, Faster Customer Support

Want to grow your revenue 41% faster than your competitors? According to Forrester research, you can if you become “customer-obsessed.” But what does that mean in real terms, and how much will it cost?

If you play your cards right, you'll come out a lot less than you think. You can use tools like AI-driven automation for Freshdesk to:

• Organize tickets.
• Give your team a solid self-service setup.
• Automate basic tasks.

Want to learn more about how Freshdesk AI improves customer support? Read on as we explore how businesses are using these tools to give their clients immediate answers, 24/7 support, and a personal touch.

Why AI Is the Missing Link in Freshdesk’s Standard Workflow

Freshdesk has become a favorite among businesses that need a simple way to manage customer support. Clients today are more demanding than ever before. They expect you to serve them on their terms, making even tools as powerful as Freshdesk start to feel stretched thin.

Hiring more agents can help for a while, but that approach gets expensive fast. AI changes the game. By adding artificial intelligence on top of Freshdesk’s structure, your support team can:

• Handle higher volumes.
• Solve problems faster.
• Deliver a better customer experience.

Freshdesk’s built-in automation, things like rules and macros, saves time, but it has its limits. A macro is basically a canned reply and the rules can only follow simple instructions.

Neither one of these let you know when the customer’s patience is running out or if the message has nuances of urgency. If you hope to move from robotic responses to personalized messages that read like a human wrote them, you need generative AI.

As is, your agents need to step in to clear up the mess. They waste hours moving tickets around and rewriting answers to solve what the software couldn’t.

That’s okay when things are quiet, but things will fall apart as support tickets pile up. Your agents will end up answering the same boring questions over and over again, while customer wait times soar.

AI changes things because it goes beyond just organizing the incoming tickets. It looks at the message, learns from past interactions, and reacts in real time. Freshdesk AI improves customer support by freeing up your agents to handle meaningful conversations instead of trying to juggle tedious queries.

Real-World AI Capabilities for Freshdesk

Now let’s look how this works in a live setting.

Intent Detection

AI reads the customer’s message and works out what they want. Basically, AI Intent works out the context of the message and then routes the query automatically.

Sentiment Analysis

And here’s where AI-driven automation for Freshdesk comes into its own. The bot looks for cues about the tone, prioritizing those customers who are showing signs of frustration or confusion.

Routing and Categorization

AI handles ticket categorization and routing automatically. Learn how CoSupport AI integrates with Freshdesk to make it effortless.

AI-Driven Automation for Freshdesk: What It Looks Like in Practice

Let’s walk through it. A customer emails about a missing package. Your AI agent reads the message, flags it as urgent, and grabs the tracking information and responds immediately with the latest delivery details.

If something seems off, like a shipment that’s gone missing, the AI agent gathers all the context, preps the case, and hands it to the right person with everything they need to resolve it.

Read more about what an AI agent is in this post.

The benefit is that your team doesn’t have to handle the repetitive stuff. AI handles simple queries like FAQs and subscription changes on its own by drawing the information from your knowledge base.

And, best of all, it never has an off day. It’ll give consistent answers without a hint of boredom setting in.

If the AI can’t handle the case, it’ll collect all the relevant information, including things like order numbers, and summarize the previous conversation. All your agent has to do is to open the ticket and they’ve got everything they need, without having to dig for it.

So, even if the AI isn’t handling the query itself, it’s streamlining the process. Your customers get help almost straight away, and don’t have to wait as long for a human. It helps you increase your support capacity without spending a fortune on staff.

Measurable Impact: AI Results in Numbers

Let’s look at the example of an e-commerce brand running Freshdesk that added AI and tracked the results for six months.

Seamless Integration with CoSupport AI

Do you need to overhaul your entire system? Not when you choose the right AI agent for customer support. CoSupport AI slots neatly into your current Freshdesk workflows and responds like your consultant because it learns from your:

• Brand’s tone.
• Ticket history.
• Knowledge base.

Explore the CoSupport integration process step-by-step here.

It integrates with your Help Center, CRM, and other tools through APIs, so there’s a clear link to every interaction. You get to give your customers consistent answers no matter what platform they contact you on.

Common Use Cases Across Industries

Where is AI useful?

• E-commerce: The AI agent can handle shipping updates, returns, and even refunds.
• SaaS: You can set your agent to onboard customers and help them with troubleshooting tips before they send out a ticket.
• Education: You can have your agent support your students or their parents at any hour of the day.

Looking to explore AI-powered Freshdesk support for your industry? Talk to our team and see what’s possible.

Ready to Automate Freshdesk Support?

We’re heading into the artificial intelligence age. Freshdesk is a great tool, but AI makes it even better. You get to serve customers faster and more effectively, while your agents focus on conversations that need that more personal touch. This improves customer and team satisfaction, while lowering costs.