AI customer support agent features & capabilities compared: Ada vs. Freshchat (Freddy AI)
Ada and Freshchat (Freddy AI) are both AI customer support platforms designed to deflect support tickets through automated interactions. Ada charges $1,000 per 1,000 tickets or chats and includes features such as human handover, comprehensive analytics and insights, an AI email assistant, and email lead capture. Ada's pricing structure does not specify usage tiers, suggesting a flat rate for its services.
On the other hand, Freshchat (Freddy AI) offers a more tiered pricing approach, starting at $105 per 1,000 tickets or chats. It provides various usage tiers, including a free option and paid plans ranging from Growth to Enterprise, which support between 2,000 and 5,000 bot sessions per month. Similar to Ada, Freshchat includes human handover, analytics and insights, and email lead capture but does not offer an AI email assistant. This tiered pricing model may appeal to businesses with varying needs and budgets.
Full breakdown: All available features and pricing
| Feature | Ada | Freshchat (Freddy AI) | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Not provided | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $1,000 | $105 | $99 |
| Usage Tiers | Not provided | Free - not specified Growth - 2,000 bot sessions/mo Pro - 3,000 bot sessions/mo Enterprise - 5,000 bot sessions/mo |
Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | Yes | Yes |
| Conversation Analytics/Insights | Yes | Yes | Yes |
| AI Email Assistant | Yes | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Ada pricing page | Freshchat (Freddy AI) pricing page | My AskAI pricing page |
| Content Limits | 50,000 articles | Not provided | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | 1 | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Not provided | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Websites (public) Zendesk Salesforce API |
Not provided | Websites Files (PDF, Docx, txt, CSV, pptx, mp3, mp4 (audio), xlsx) Google Drive Notion Confluence SharePoint Gitbook OneDrive Dropbox Zendesk Intercom Salesforce |
| Integrations (End Users) | Ada marketplace / app store | Freshchat (Freddy AI) marketplace / app store | Website Zendesk (app) Intercom (app) HubSpot (app) Slack (app) Teams (app) Zapier Tidio LiveChat Crisp SalesIQ (Zoho) Tawk Freshchat WhatsApp (via Intercom/Zendesk) Instagram (via Intercom/Zendesk) Messenger (via Intercom/Zendesk) X/Twitter (via Intercom/Zendesk) |
| GDPR Compliant | TBC | Yes | Yes |
| SOC-2 Compliant | TBC | Yes | No |
| Support | TBC | Free - email, community, knowledge base Growth - email, chat, community, knowledge base Pro - email, chat, community, knowledge base Enterprise - email, chat, community, knowledge base |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | TBC | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
Ada, Freshchat (Freddy AI), and My AskAI are AI customer support platforms designed to streamline customer service operations by deflecting support tickets through automation and AI-driven interactions. This analysis focuses on their AI customer support features, pricing, and capabilities.
AI Customer Support Features
All three platforms—Ada, Freshchat (Freddy AI), and My AskAI—offer AI customer support features aimed at deflecting support tickets. However, Freshchat (Freddy AI) and My AskAI also extend their AI capabilities to support agents, a feature not explicitly mentioned for Ada.
Pricing
In terms of pricing, Ada charges $1,000 per 1,000 tickets or chats, which is significantly higher than Freshchat (Freddy AI) at $105 and My AskAI at $99 for the same volume. This makes My AskAI the most cost-effective option among the three.
Usage Tiers
Freshchat (Freddy AI) and My AskAI both offer tiered usage plans. Freshchat's tiers range from a free plan to an enterprise plan with up to 5,000 bot sessions per month. My AskAI offers three tiers: Essentials with 200 conversations per month, Pro with 1,000 conversations per month, and Enterprise with unlimited conversations. Additionally, My AskAI charges $0.10 per conversation beyond the set limits.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Ada, Freshchat (Freddy AI), and My AskAI all provide conversation analytics and insights, helping organizations to refine their customer support strategies based on data.
AI Email Assistant
Ada and My AskAI offer AI email assistants, a feature not available in Freshchat (Freddy AI). This capability allows for automated email responses, further enhancing customer support efficiency.
Email Lead Capture
All three platforms support email lead capture, enabling businesses to gather customer information effectively.
Content Limits
Ada supports up to 50,000 articles, while My AskAI offers unlimited webpages and documents across all its tiers. Freshchat (Freddy AI) does not specify content limits.
Number of Chatbots/Agents
The number of chatbots or agents is not specified for Ada. Freshchat (Freddy AI) allows for one chatbot, whereas My AskAI offers one chatbot with two modes (public and private) in the Essentials and Pro plans, and unlimited chatbots in the Enterprise plan.
Hosted Help Centre
Freshchat (Freddy AI) provides a hosted help center, a feature not available in Ada and My AskAI.
Chatbot Flow Builder
Both Ada and Freshchat (Freddy AI) include a chatbot flow builder, while My AskAI does not offer this feature.
Integrations (Content/Knowledge)
Ada integrates with websites (public), Zendesk, Salesforce, and API. Freshchat (Freddy AI) does not specify its content/knowledge integrations. My AskAI offers a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Ada and Freshchat (Freddy AI) have respective marketplaces for end-user integrations. My AskAI offers extensive end-user integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
Compliance
Freshchat (Freddy AI) is GDPR and SOC-2 compliant. My AskAI is GDPR compliant but not SOC-2 compliant. Compliance information for Ada is to be confirmed (TBC).
Support
Freshchat (Freddy AI) offers varying levels of support based on the plan, from email and community support to chat and knowledge base access. My AskAI provides web and email support for Essentials, priority web, email, and video support for Pro, and Slack and a success manager for Enterprise.
AI Models Available
My AskAI uses GPT-4o for Essentials and Pro plans, with the Enterprise plan offering GPT-4o, Claude, or Gemini. Information on AI models for Ada and Freshchat (Freddy AI) is not provided.
API Access
All three platforms—Ada, Freshchat (Freddy AI), and My AskAI—offer API access, enabling further customization and integration with other systems.
Conclusion
While Ada, Freshchat (Freddy AI), and My AskAI all provide robust AI customer support features, My AskAI stands out for its cost-effectiveness, extensive integrations, and flexible AI model options. This makes it a compelling choice for businesses looking to enhance their customer support capabilities through AI.
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