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-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 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.
| 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
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 Plans | Euro | INR | ZAR | GBP | AUD | BRL |
| 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 |
