We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

TABLE OF CONTENTS


What is Freddy AI for CX?

Freddy AI for CX is the AI-powered automation suite by Freshworks, designed to provide zero-touch resolutions and exceptional customer experiences without compromising on the human element.




Freddy Plan Definitions


Freddy Self-serviceFreddy StarterFreddy Ultimate

Freddy Self-service offers a chatbot builder that has an easy-to-use, no-code GUI. It offers customer-facing AI capabilities.

If you are looking to implement a bots-first strategy for your customer service, Freddy Self-service is the add-on you need.


Freddy Starter offers basic agent-facing AI and customer-facing AI capabilities.

If you are looking to experiment with AI-powered automation in your established customer service process, then Freddy Starter is the plan for you.


Freddy Ultimate offers advanced agent-facing AI and customer-facing AI capabilities. Freddy Ultimate is a natural progression of Freddy Starter. It includes Freddy Self-service.

If you are looking to automate customer service operations at scale and have grown beyond the experimentation stage, Freddy Ultimate is the add-on you need.



Freddy Features 

Freddy Starter & Freddy Ultimate plans' feature availability (Y - Yes, it's available, N - Not available) is set up under the assumption that the Freshdesk Omnichannel Forest plan has been chosen.


FeaturesFreddy Self-serviceFreddy Starter
Freddy Ultimate
Email Bot - Email bot will automatically respond to tickets with the right solution articles.NYY
Voice Bot - Train the bot with Q&As, and deploy it on Freshcaller.NYY
Speech-enabled IVR - Enable customers to connect with your agents through voice commands with a speech-enabled IVR system, with Freshcaller.NYY
Chatbot with Answers and Flows - Build your own chatbots to answer questions and guide customers through troubleshooting steps for quicker resolutions.YYY
Chatbot Builder - Build chatbots using the no-code GUI builder by defining answers and conditional flows unique to every use-case in your business.YNY
Intent Detection - Train your bot to capture intent and provide relevant answers at all times.YNY
Multilingual Bots - Set up your bot in multiple languages to support your global customer base.YNY
API Connectors - Fetch or push information by integrating your bot with your favorite apps and tools.YNY
Custom CSS & JS - Customize the look and feel of your chatbot widget to suit your branding, use custom JS to bring in HTML pages inside the widget.YNY
Custom Parameters - Pass information about the customer and conversation to the bot to provide contextual support.YNY
Rich Media Interactions - Set up rich interactions like carousels, calendars, etc. for your customers to converse with ease.YNY
Agent Handover - Have your bot transfer conversations to your agents seamlessly, whenever necessary.YPlan: Freshdesk Omnichannel ForestY
WhatsApp Integration - Offer instant support by deploying your bot inside your WhatsApp business account.YNY
Facebook Messenger Integration - Offer instant support by deploying your bot inside your FB Messenger account.YNY
Bot Activities - Monitor bot activities easily and always stay updated on what’s happening in every conversation.YNY
Auto Triage - Freddy can automatically predict the Type, Priority & Group fields for all your tickets.NOnly default fieldsDefault and custom fields
Agent Scripts - Guide agents through pre-configured steps to help resolve customer queries faster.NYY
Article Suggester - Let Freddy suggest solution articles to your agents to help them respond to email tickets.NYY
Thank You Detector - Let Freddy detect ‘Thank you’ emails from customers and execute the required actions through automation rules.NYY
Social Signals - Create tickets only for social media posts that are detected to require assistance.NYY
Assist Bot - Assist Bot is a natural progression of Agent Scripts. Additionally, you can set up your Assist Bot in multiple languages, have the bot detect intent, and more.NNY
Canned Response Suggester - Let Freddy suggest canned responses to your agents to help them respond to email tickets.NNY
Robo Assist - Integrate with your robotic process automation tool to automate your business processes.NNY
Reporting & Analytics - Create powerful reports with attributes and visualizations unique to your business and draw deeper insights from your support data.YBasicY



Freddy Packaging & Pricing


Freddy Plans

Feature capability

Availability

Pricing (USD)

Freddy Self-service

Customer-facing AI

Available as an add-on to any product, across all plans

US$100 for 1000 Freddy sessions/month

Freddy Starter

Basic:

Customer-facing AI + Agent-facing AI

Included with Forest of Freshdesk, Freshchat, Freshcaller, and Freshdesk Omnichannel

FREE for 5000 Freddy sessions/month

Freddy Ultimate

Advanced:

Customer-facing AI + Agent-facing AI

Available as an add-on to Forest of Freshdesk, and Freshdesk Omnichannel

$75/agent/month + US$500 for 5000 Freddy sessions/month


Freddy Pricing - Other currencies


Freddy PlansEuroINRZARGBPAUDBRL
Freddy Self-service (for 1000 sessions)€100₹7200R1500£75AUD145R$520
Freddy StarterFREE for 5000 Freddy sessions/monthFREE for 5000 Freddy sessions/monthFREE for 5000 Freddy sessions/monthFREE for 5000 Freddy sessions/monthFREE for 5000 Freddy sessions/monthFREE for 5000 Freddy sessions/month
Freddy Ultimate (per agent fee + fee for 5000 Freddy sessions)€75 + 500₹5400 + ₹36000R1100 + R7500£55 + £375AUD110 + AUD725R$390 + R$2600
Additional or Refill packs (packs of 1000 sessions) €100₹7200R1500£75AUD145R$520