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 |