What is the difference between Freddy AI Agent and Freddy AI Copilot?

Freddy AI Agent is a customer-facing bot that autonomously resolves issues. Freddy AI Copilot is an internal assistant that helps human agents work faster by drafting replies and summarizing tickets.

How is Freshworks AI priced?

It uses a hybrid model: a monthly per-agent license fee for Copilot/Insights and a session-based fee for the AI Agent (approx. $49 per 100 additional sessions).

Does it support languages other than English?

Yes, it supports multiple global languages for customer interactions and features a multilingual knowledge base for self-service.

Can I use Freddy AI to automate email replies?

Yes, the Freshdesk Email AI Agent can interpret incoming emails and provide automated responses or solutions based on your knowledge base.

What kind of resolution rates can I expect?

According to Freshworks, early-access customers have achieved average AI deflection rates of 65%, with some reaching up to 80% for routine queries.

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Customer support

Freemium

Freshworks AI

Enterprise AI suite for customer support and IT. Features autonomous agents, real-time agent assistance, and predictive insights to automate workflows and enhance human productivity.

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Rating

Reviews

Upvotes

3 months ago

Listed

Customer support

AI Agent

ITSM

Chatbot

Sales Automation

Predictive Analytics

Help Desk

Generative AI

Workflow Automation

Tool information

Provider

Freshworks Inc.

Platforms

Web

iOS

Android

Languages

English

Spanish

French

German

Portuguese

Italian

Dutch

Japanese

API Available

Yes

Added to directory

3 months ago

Last updated

about 1 month ago

Rating

Not available

Pricing

Freemium

About Freshworks AI

What the tool does and who it's for

Freshworks AI, primarily powered by Freddy AI, is an enterprise-grade suite of generative AI capabilities designed to enhance customer service, IT service management (ITSM), and sales automation. It features 'Freddy AI Agents' for autonomous resolution across email and chat, 'Freddy AI Copilot' to assist human agents with real-time summaries and suggested actions, and 'Freddy AI Insights' for managers to identify operational trends and service gaps. Built into the Freshworks platform, it leverages large language models to provide context-aware support and predictive analytics, aiming to reduce manual tasks and improve resolution rates by up to 80%.

Key capabilities

Freddy AI Agents: Autonomous resolution for customer queries across web, chat, and email.

Freddy AI Copilot: Real-time agent assistance with thread summarization and response drafting.

Freddy AI Insights: Conversational analytics to track SLA violations and operational trends.

Unified Workspace: Consolidates conversations from WhatsApp, Social Media, and Email into one view.

Vertical AI Agents: Specialized workflows for eCommerce, Fintech, Travel, and Logistics.

Intelligent Routing: AI-driven ticket assignment based on agent skill, availability, and workload.

Self-Service Portal: AI-powered knowledge base search to help users find answers instantly.

Integrations: Seamless connectivity with Shopify, Stripe, FedEx, and Microsoft 365 Copilot.

Pricing

Freemium — plans below

Growth (Freshdesk)

$19/agent/month

Multi-channel support
Basic automation rules
500 AI sessions included

Pro (Freshdesk)

Enterprise (Freshdesk)

$89/agent/month

Full skills-based routing
Approval workflows
Sandbox environment
Advanced AI capabilities

Freddy AI Copilot (Add-on)

$35/agent/month

Generative AI responses
Summarization
Tone enhancer

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