| Solution / Group / Category | Use Case Group | Feature | Description |
Freddy AI Copilot | Response assistant | Reply Suggester | Suggests relevant replies to speed up agent response time. |
| Multilingual Reply Suggester | Generates replies in multiple languages for global support. |
| Writing Assistant | Improves tone, clarity, and grammar in agent messages. |
Summarization assistant | Ticket Summariser | Creates concise summaries of detailed ticket conversations. |
| Resolution Notes Generator | Draft resolution notes for auditability and handoffs. |
| Post Incident Report Generator | Produces structured reports after major incidents. |
| Test Case Generator | Generates test cases based on issue context. |
Resolution assistant | Similar Incident Suggester | Surface historical tickets with similar context for faster resolution. |
| Intelligent Related Changes | Highlights change requests related to the current ticket. |
Ticket assistant | Field Autofill Suggester | Recommends field values to reduce manual updates. |
| Translator | Translates ticket content to remove language barriers. |
Knowledge assistant | Help Article Generator | Creates draft knowledge articles from ticket context. |
| Knowledge Content Recommendations | Suggests relevant knowledge content when troubleshooting. |
Freddy AI Insights | — | Proactive Insights with Root Cause Analysis | Identifies issues and uncovers underlying causes. |
| Customized Insights | Offers insights tailored to your business context. |
| Conversational Insights | Surfaces insights conversationally via natural language prompts. |
Freddy AI Agent | Conversational AI | Multilingual Conversations | Supports conversations in multiple languages. |
| Multi-turn Conversations | Maintains context across multi-step conversations. |
| Formless Conversations | Captures intent without rigid form structures. |
| Actionable Response Summaries | Summarizes interactions into actionable takeaways. |
| Citations and Grounding | Provides sources to support generated responses. |
Channel Availability | Slack | Offers AI assistance directly within Slack channels. |
| Microsoft Teams | Supports conversational workflows inside Teams. |
| End User Portal | Assists users directly through the self-service portal. |
| Email Bot | Automates responses over email and detects intent. |
| Microsoft 365 Copilot | Connects service intelligence to Microsoft 365 experiences. |
Enterprise Search | Knowledge Base | Searches internal knowledge content for instant answers. |
| Microsoft SharePoint | Retrieves information across SharePoint repositories. |
| Google Drive | Searches organizational files stored in Google Drive. |
| Confluence | Retrieves information from Confluence quickly. |
| Multimodality | Image Support | Extracts insights from images to aid resolution. |