Turbocharge Support Responses with AI Copilot for Freshdesk

AI in customer support is used primarily for operational process optimization.

Two dimensions of AI capabilities for improvements can be considered, depending on the agents’ role.

The first dimension includes tools created for agents’ performance enhancement. In this domain, optimization becomes possible through routine task automation or semi-automation.

In the case of up to 100% automation, responses in chats, e-mails, social media, and other channels of communication are generated automatically. The human role here is outcomes analysis and improvement implementation.

In the case of semi-automation, AI provides a human with information or suggestions, and a human agent responds to the request by hand. Outcome supervision is a human’s task as well.

Below is the list of features examples related to agents’ assistance:

• automated responses;

• response suggestions;

• sentiment analysis.

CoSupport Agent is an AI assistant. Compared to chatbots, it’s capable of handling more complex and creative tasks. 

The difference between three popular AI-based tools for customer support is as follows:

• Chatbots are relatively simple tools based on solid algorithms. They follow certain If-Else rules and provide pre-programmed answers. The level of personalization is zero.

• AI chatbots are AI-powered tools for conversations with language models. GPT is a popular example of such a solution. Today’s AI chatbots like CoSupport Customer have additional features that help them connect to other tools or perform certain additional tasks, such as browsing or text summarization. 

• AI assistants are AI-based solutions that enrich other tools’ functionality with new capabilities. For example, CoSupport Agent integration with Freshdesk extends the CRM’s ability to manage communication with customers and sales using AI skills. The primary task of the integration is to create personalized response suggestions. 

The key AI assistants’ difference is that they are embedded naturally into existing tools to automate processes and enhance users’ performance. 

In the case of CoSupport Agent as an AI assistant, it’s an example of Freshdesk integrations. The tool integrates naturally to Freshdesk, and customer support agents can use its features within the same interface while leveraging additional features.

One particular model in our architecture ensures data privacy: it cleans data from personal information before data becomes the source for our models' learning for further integration with Zendesk. The system obtains all the context it needs while data is anonymized. Data security is guaranteed by using a dedicated server for data storage.

CoSupport Agent integrates with Freshdesk directly , meaning that agents use the same Freshdesk interface enriched with AI-driven features. CoSupport Agent provides response suggestions in the Freshdesk ticket section. 

Integration is quick and easy and includes the following steps:

• install the CoSupport Agent browser extension;

• log in to Freshdesk;

• navigate to Freshdesk to process requests;

• AI creates the response suggestions;

• edit the best suggestion if needed and send a response.

Suggestions are based on conversations with a particular customer; hence, they are personalized and reflect all “knowledge” of a particular company’s products and services that an AI assistant comprehended during the model training.

CoSupport AI uses exceptional measures to guarantee data security. Below is the list of the key approaches:

1. Data that is used for model training is anonymised, meaning that all personal information is removed from databases. Thus, only impersonal information is used for training.

2. Operations with data are performed on CoSupport AI’s side, with data storage on dedicated servers.

3. Data related to the particular project is stored in a specific server; hence, different projects’ data doesn’t overlap.

CoSupport Agent works as a browser extension. Customer support agents download the extension while an administrator tunes the system for flawless integration. CoSupport AI solution is one of the easiest Freshdesk integrations to implement.

When agents work in Freshdesk, they use the following features (in the Freshdesk interface):

• Response suggestions with placeholders. Suggestions are based on conversations and information on the company’s products and services on which an AI assistant was trained.

• Semantic analysis of the text with highlighted intents and key details. It makes request understanding easier and reduces response time. 

Both key features aim to enhance customer experience and increase customers' loyalty.

Most of the data is sourced from Freshdesk. We utilize the following types of data derived from the CRM:

• Tickets (we need 1000+ tickets for training)

• Emails

• Product reviews

• Comments

• Call transcripts

Additional data sources include:

• Articles from the knowledge base

• Content from internal and external websites, including FAQ sections

• Policies

• Step-by-step support instructions

Any documentation used by your customer service agents to perform their tasks serves as a valuable data source for feeding the AI models. We handle all types of textual data in various formats, including PDF, Excel, Google Sheets, JSON, and more.

The pricing policy for CoSupport Agent integration with Freshdesk is based on a scheme “fixed fee for one agent for one month.” The number of responses within a standard plan is limited. When the number of responses exceeds this limit, an additional charge is applied. To resume, the monthly charge for CoSupport Agent depends on the customer support team size and agents’ workload (the number of requests and, consequently, responses). Get the quote.