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 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.


Voice Bot - Train the bot with Q&As, and deploy it on Freshcaller.


Speech-enabled IVR - Enable customers to connect with your agents through voice commands with a speech-enabled IVR system, with Freshcaller.


Chatbot with Answers and Flows - Build your own chatbots to answer questions and guide customers through troubleshooting steps for quicker resolutions.


Chatbot Builder - Build chatbots using the no-code GUI builder by defining answers and conditional flows unique to every use-case in your business.


Intent Detection - Train your bot to capture intent and provide relevant answers at all times.


Multilingual Bots - Set up your bot in multiple languages to support your global customer base.


API Connectors - Fetch or push information by integrating your bot with your favorite apps and tools.


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.


Custom Parameters - Pass information about the customer and conversation to the bot to provide contextual support.


Rich Media Interactions - Set up rich interactions like carousels, calendars, etc. for your customers to converse with ease.


Agent Handover - Have your bot transfer conversations to your agents seamlessly, whenever necessary.
Plan: Freshdesk Omnichannel Forest
WhatsApp Integration - Offer instant support by deploying your bot inside your WhatsApp business account.


Facebook Messenger Integration - Offer instant support by deploying your bot inside your FB Messenger account.


Bot Activities - Monitor bot activities easily and always stay updated on what’s happening in every conversation.


Auto Triage - Freddy can automatically predict the Type, Priority & Group fields for all your tickets.
Only default fieldsDefault and custom fields
Agent Scripts - Guide agents through pre-configured steps to help resolve customer queries faster.


Article Suggester - Let Freddy suggest solution articles to your agents to help them respond to email tickets.


Thank You Detector - Let Freddy detect ‘Thank you’ emails from customers and execute the required actions through automation rules.


Social Signals - Create tickets only for social media posts that are detected to require assistance.


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.


Canned Response Suggester - Let Freddy suggest canned responses to your agents to help them respond to email tickets.


Robo Assist - Integrate with your robotic process automation tool to automate your business processes.


Reporting & Analytics - Create powerful reports with attributes and visualizations unique to your business and draw deeper insights from your support data.
Basic



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