Changelog

How do you rate your AI agent’s performance and track it over time?

Now when you are testing your AI agent in the Dashboard you can score your AI agent.

Score the agent on:

• Whether you’d send the response to a customer

• An overall score for the response

• What can be improved

• Any additional comments

You can then track these as you make updates to your agent.

To use the new QA scoring go to Dashboard > Improve > Test then click on any of your test questions to start scoring.

Learn more about testing here.

Your AI agent can now constantly improve, learning from your human agent replies, automatically.

Self-learning is the ability for your AI agent to learn from your human agent conversations, ensuring that you don't have to manually update its knowledge on an ongoing basis.

It happens automatically behind the scenes, without you having to lift a finger.

You can access self-learning by going to your Dashboard, clicking on "Improve," and then "Self-Learning."

By default, right now your articles will be “Unpublished” (draft), so:

1. Go take a look

2. Review them

3. Make any edits and then

4. Click to Publish

And, importantly, tell us how they could be better!

Read more about self-learning here.

On top of our recent launch of Tasks, you can now use AI to create your tasks, instead of having to fill in all the fields individually.

Just describe in plain English what you want the task to do, hit “Generate Task” and watch the AI populate all the relevant fields.

It’ll even tell you when if a Tool would be necessary for the Task to work.

To try it out, log into your Dashboard and head to “Tasks & Tools”, then click “+New”.

Don't already have help docs/a help center? No problem, we can help you generate one automatically from your historic tickets.

There are lots of reasons you may want to train on your past/historic tickets:

• You have been too busy to keep your docs up-to-date

• Your product has grown so fast that you never got a chance to create your docs in the first place

Whatever the reason, we can help.

Now all you need to do is connect your helpdesk, and we'll train on 10,000+ of your historic tickets.

We'll then provide you with a set of output help center articles to use in your AI agent or publish to your help center.

Training on historic support tickets is included for free on all Scale plans and available for a one-time fee of $499 on Pro plans.

Read more on how to train on historic support tickets here.

We have now made our Tasks feature available to everyone.

This means you can build complex multi-step processes for your AI agent to follow.

You can read about how you can use Tasks here, and get some inspiration for how you can use them here.

To test them out today, just login to your Dashboard and go to "Tasks & Tools".

Occasionally with AI you don't always get an answer you expect, with our improved Inspect feature you can better understand your new AI agent's responses.

Just click Inspect answer then ask your question to better understand the answer.

You can read more on debugging AI replies here.

It’s been a little while coming (and a good amount of work!) but I am happy to announce we have now obtained our SOC-2 Type II certification!

SOC 2 Type II is an independent audit that shows a company is following strict security and privacy practices to protect customer data.

While a Type I report checks that the right controls exist, a Type II report goes further by verifying that those controls were actually working effectively over a period of time.

Hopefully this should help us to:

• Build trust: Proving to you (our customers and partners) that we handle your data securely.

• Reduce risk: Ensuring we have strong processes around security, availability, and data handling.

• Operate maturely: Demonstrating consistent, well-run, industry-recognized internal security practices.

If you would like access to our Trust Center or SOC-2 report, just get in touch with us via our chat.

You can now use AI to automatically tag your Freshdesk tickets and Freshchat conversations.

It can take hours of repetitive work to tag and categorize your support tickets and emails each month.

But now your AI agent can automatically do this classification and categorization for you, directly in Freshdesk, accurately and consistently, so you can focus on understanding what your customers are asking and how they are feeling.

You can also use it to decide which tags or custom fields categories you want your AI agent to reply to, and which you will handle yourself.

Learn more here for Freshdesk and here for Freshchat.