Live
Freshworks, 2023 - 2024
THE EVOLUTION OF FREEDY COPILOT FOR DEVELOPERS
Designing an AI assistant that reduced app development time
LINK TO THE FEATURE
Video walkthrough
TEAM
Product Manager, Principle Backend Architect, Engineering team, Developer Relations Team,
Product Marketing team
MY ROLE
User Research, Concept evaluation, Analysis, Design and Iteration, Usability Testing, Dev hand-off
What is Freddy Copilot for Developers?
Freddy Copilot for Developers is an AI-powered assistant specifically designed for Freshworks developers built to streamline and accelerate the app development process within the Freshworks ecosystem.It combines Large Language Models (LLM) with the Freshworks knowledge base.
BUSINESS IMPACT
40%
faster app
development
75%
fewer Bug Cycles
390
companies using
Freddy Copilot
100 tokens
optimal token
consumption
Use it a lot for refactoring, making things work, creating POCs, MVPs, and refining them myself. That's what I love—more readable, shorter code!
Thomas, Custom Developer, Effy
Drastically improved the team in the development time. Useful for debugging some issues or syntax, enables quick feedback cycle for some features.
Sarnith, Developer, Konnectify
Freddy Copilot for Developers is a wingman, helping us get our job done in a timely manner. This tool has truly transformed our development process.
Abinaya Gunasekaran, Program Manager, Spritle Software
BACKGROUND
Traditional app development 10-12 weeks to publish an app
due to extensive manual setup, lengthy debugging cycles, and complex documentation processes
INITIAL CONCEPT
Freddy Copilot for Developers began as a conversational AI assistant within the Freshworks Developer Portal, guiding users throughout the app building journey.
Problem statement
How might we reduce the average Freshworks app development time from 10 to 12 weeks by supporting developers with an AI-powered assistant that provides contextual guidance, simplifies onboarding, surfaces the right information at the right time, and ensures efficient, low-latency code generation while remaining mindful of token consumption and technical constraints?
OBJECTIVES
Identify & prioritize workflow areas where Gen AI boosts productivity
Optimize token usage via smarter conversation design
Train model for context, relevance, and efficiency
RESEARCH
Survey (60 participants)
49%
know about Freshworks and have Published apps
31%
Know about Freshworks but haven’t published one app successfully
20%
Know about Freshworks but haven’t built any app
User interview insights (20 participants) - current challenges
Scattered
information
Heavy dependency of documentation
Unclear action from error messages
Steep learning curve limiting from building and publishing apps for Freshworks
Ensuring code quality, finding and adhering to best practices takes time
PERSONA
DESIGN
LEARNING TO DESIGN FOR AI
New conversation
Prompt input
Design to code
Help
Feedback
Documentation
Settings
Pack and publish
Run
Upload image
Pause
Send
Input box
Actions
Test and Debug
Personality
Tone and voice of the conversations
Onboarding
Understanding level and interaction from the beginning
Answering
Relevance of messages based on the context
Navigation
Not feeling lost during the conversation.
Error management
Error messages and recovery
Understanding
Understanding natural language
Intelligence
Rememberance and personalisation
OPTIONS EXPLORED
PREVIOUS EXPLORATIONS
Ask me anything
Hi, Sarah!
I’m Freddy.
Start building an app with Freddy Copilot with simple prompts and get code snippets to build applications for Freshworks.
Click here to learn how to use CoPilot
Type here
Hi, Sarah!
I’m Freddy.
Build from templates
”Build a Shopify integration to fetch orders on demand for Freshdesk side panel”
”Build an app to enhance lead data with additional details such as social profiles, company information, etc for Freshsales CRM”
or
Ask me anything like...
Type here
Show me templates to begin with
"Build a Shopify integration to fetch orders on demand for Freshdesk side panel”
Ask me anything like...
Generate code from image or figma file
Test and Debug app
If you have an existing app with Freshworks
Hi, Sarah!
I’m Freddy.
FINAL VERSION
Hi, Sarah!
I’m Freddy.
Ask me anything
Hello how are you
Ask me anything
I’m here to make app building for Freshworks ecosystem a breeze. Build and publish your apps faster with me.
How would you like to begin?
Start building apps from scratch
Generate Code from Design
New Conversation
60000 tokens
DESIGN BREAKDOWN
Highlights of Freddy Copilot functionalities
Greetings from Freddy
A text box with all frequently used features kept handy
Persistent nav bar
60000 tokens
Ask me anything
Hello how are you
Ask me anything
Upload image to generate code
Run app
Input area
Pack and Publish app
Send
Pause app
SCREENS
Next steps
Product Manager, Principle Backend Architect, Engineering team, Developer Relations Team,
Product Marketing team