FCLG cuts repetitive work with AI
Freshdesk Omni's Email AI Agent fully resolves one in four tickets it answers for FCLG Company Vehicles. CUSTOMER STORIES FCLG cuts repetitive work with AI Freshdesk Omni's Email AI Agent fully resolves one in four tickets it answers. 88% of suitable tickets, AI attempts an answer 25% of AI-answered tickets, fully resolved solo The Email AI Agent has really allowed us to increase our level of customer service. Across the queries it's set up to handle, it now answers 88% of what comes through, with 85% of those answers correct, and about a quarter fully resolved with no agent involvement at all.
- Agent or tool
- Freshworks
- Topic
- Customer Support
- Reported on
- Case study (Freshworks)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 271 by interest), and one of 5 involving Freshworks.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Freshworks or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Freshworks.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Freshworks): https://freshworks.com/customers/stories/fclg. Our summary is a paraphrase; details are in the source.
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