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-service||Freddy Starter||Freddy 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 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 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.
|Features||Freddy Self-service||Freddy Starter||Freddy Ultimate|
|Email Bot - Email bot will automatically respond to tickets with the right solution articles.||N||Y||Y|
|Voice Bot - Train the bot with Q&As, and deploy it on Freshcaller.||N||Y||Y|
|Speech-enabled IVR - Enable customers to connect with your agents through voice commands with a speech-enabled IVR system, with Freshcaller.||N||Y||Y|
|Chatbot with Answers and Flows - Build your own chatbots to answer questions and guide customers through troubleshooting steps for quicker resolutions.||Y||Y||Y|
|Chatbot Builder - Build chatbots using the no-code GUI builder by defining answers and conditional flows unique to every use-case in your business.||Y||N||Y|
|Intent Detection - Train your bot to capture intent and provide relevant answers at all times.||Y||N||Y|
|Multilingual Bots - Set up your bot in multiple languages to support your global customer base.||Y||N||Y|
|API Connectors - Fetch or push information by integrating your bot with your favorite apps and tools.||Y||N||Y|
|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.||Y||N||Y|
|Custom Parameters - Pass information about the customer and conversation to the bot to provide contextual support.||Y||N||Y|
|Rich Media Interactions - Set up rich interactions like carousels, calendars, etc. for your customers to converse with ease.||Y||N||Y|
|Agent Handover - Have your bot transfer conversations to your agents seamlessly, whenever necessary.||Y||Plan: Freshdesk Omnichannel Forest||Y|
|WhatsApp Integration - Offer instant support by deploying your bot inside your WhatsApp business account.||Y||N||Y|
|Facebook Messenger Integration - Offer instant support by deploying your bot inside your FB Messenger account.||Y||N||Y|
|Bot Activities - Monitor bot activities easily and always stay updated on what’s happening in every conversation.||Y||N||Y|
|Auto Triage - Freddy can automatically predict the Type, Priority & Group fields for all your tickets.||N||Only default fields||Default and custom fields|
|Agent Scripts - Guide agents through pre-configured steps to help resolve customer queries faster.||N||Y||Y|
|Article Suggester - Let Freddy suggest solution articles to your agents to help them respond to email tickets.||N||Y||Y|
|Thank You Detector - Let Freddy detect ‘Thank you’ emails from customers and execute the required actions through automation rules.||N||Y||Y|
|Social Signals - Create tickets only for social media posts that are detected to require assistance.||N||Y||Y|
|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.||N||N||Y|
|Canned Response Suggester - Let Freddy suggest canned responses to your agents to help them respond to email tickets.||N||N||Y|
|Robo Assist - Integrate with your robotic process automation tool to automate your business processes.||N||N||Y|
|Reporting & Analytics - Create powerful reports with attributes and visualizations unique to your business and draw deeper insights from your support data.||Y||Basic||Y|
Freddy Packaging & Pricing
Available as an add-on to any product, across all plans
US$100 for 1000 Freddy sessions/month
Customer-facing AI + Agent-facing AI
Included with Forest of Freshdesk, Freshchat, Freshcaller, and Freshdesk Omnichannel
FREE for 5000 Freddy sessions/month
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 Self-service (for 1000 sessions)||€100||₹7200||R1500||£75||AUD145||R$520|
|Freddy Starter||FREE for 5000 Freddy sessions/month||FREE for 5000 Freddy sessions/month||FREE for 5000 Freddy sessions/month||FREE for 5000 Freddy sessions/month||FREE for 5000 Freddy sessions/month||FREE for 5000 Freddy sessions/month|
|Freddy Ultimate (per agent fee + fee for 5000 Freddy sessions)||€75 + €500||₹5400 + ₹36000||R1100 + R7500||£55 + £375||AUD110 + AUD725||R$390 + R$2600|
|Additional or Refill packs (packs of 1000 sessions)||€100||₹7200||R1500||£75||AUD145||R$520|