AI customer support agent features & capabilities compared:Chatfuelvs. Freshchat (Freddy AI)
Chatfuel and Freshchat (Freddy AI) are AI customer support platforms designed to assist businesses in deflecting support tickets through automated interactions. Chatfuel offers a cost-effective solution with a price of $20 per 1,000 tickets/chats. It supports various usage tiers, specifically tailored for Facebook, Instagram, and WhatsApp, with options for both business and enterprise-level users. Key features include human handover capabilities and email lead capture, although it lacks advanced analytics and insights.
Freshchat (Freddy AI), on the other hand, is priced at $105 per 1,000 tickets/chats and offers different usage tiers ranging from a free plan to an enterprise plan with varying bot session limits. It also includes human handover and email lead capture functionalities. Unlike Chatfuel, Freshchat provides comprehensive analytics and insights, which can be beneficial for businesses seeking to analyze and optimize their customer support operations. Both platforms cater to businesses looking to streamline their customer support processes, but they differ significantly in pricing and the extent of analytical capabilities offered.
Full breakdown: All available features and pricing
| Feature | Chatfuel | Freshchat (Freddy AI) | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $20 | $105 | $99 |
| Usage Tiers | Business (FB and IG) - 1000 conversations/mo Enterprise (FB and IG) - custom Business (WhatsApp) - 1000 conversations/mo Enterprise (WhatsApp) - custom | 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 | No | Yes | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Chatfuel pricing page | Freshchat (Freddy AI) pricing page | My AskAI pricing page |
| Content Limits | Not provided | 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 | No | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Google Sheets ChatGPT Stripe Zapier JSON 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) | Google Sheets Hubspot Shopify Zapier CRM API Custom integration | https://www.freshworks.com/apps/freshchat/ | 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 | Yes | Yes | Yes |
| SOC-2 Compliant | No | Yes | No |
| Support | Business (FB and IG) - not specified Enterprise (FB and IG) - Personal account manager, Bot building services (10 free hours) Business (WhatsApp) - not specified Enterprise (WhatsApp) - Personal account manager, Bot building services (10 free hours) | 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 | ChatGPT (not specified) | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
AI Customer Support Platforms: Chatfuel vs. Freshchat (Freddy AI) vs. My AskAI
AI Customer Support Features
All three platforms, Chatfuel, Freshchat (Freddy AI), and My AskAI, offer AI customer support features designed to deflect support tickets and enhance customer service efficiency.
AI Features for Support Agents
Freshchat (Freddy AI) and My AskAI provide AI features specifically for support agents, aiding them in managing customer interactions more effectively. Chatfuel does not offer these features.
Pricing
Chatfuel offers AI customer support at a cost of $20 per 1,000 tickets/chats. Freshchat (Freddy AI) is priced at $105 per 1,000 tickets/chats, while My AskAI is available at $99 per 1,000 tickets/chats.
Usage Tiers
Chatfuel's usage tiers are divided by platform (Facebook, Instagram, WhatsApp) and conversation limits. Freshchat (Freddy AI) has several tiers: Free, Growth, Pro, and Enterprise, with varying session limits. My AskAI offers Essentials, Pro, and Enterprise tiers, with a per-conversation fee beyond set limits.
Human Handover
All three platforms support human handover, allowing seamless transition from AI to human agents when necessary.
Conversation Analytics/Insights
Freshchat (Freddy AI) and My AskAI provide conversation analytics and insights, which are essential for optimizing customer support strategies. Chatfuel does not offer this feature.
AI Email Assistant
My AskAI is the only platform among the three that includes an AI email assistant, enhancing its utility for email-based customer support.
Email Lead Capture
All platforms support email lead capture, ensuring that potential customer information is collected efficiently.
Pricing Page
For detailed pricing, refer to the respective pricing pages:Chatfuel,Freshchat (Freddy AI), andMy AskAI.
Content Limits
My AskAI offers unlimited webpages and documents across all tiers, with automatic updates. Content limits for Chatfuel and Freshchat (Freddy AI) are not specified.
Number of Chatbots/Agents
My AskAI provides different allowances for chatbots/agents based on the tier, with the Enterprise tier offering unlimited chatbots. Information on this feature is not provided for Chatfuel and Freshchat (Freddy AI).
Hosted Help Centre
Freshchat (Freddy AI) includes a hosted help center, a feature not available in Chatfuel or My AskAI.
Chatbot Flow Builder
Both Chatfuel and Freshchat (Freddy AI) offer a chatbot flow builder, allowing users to design interaction flows. My AskAI does not provide this feature.
Integrations (Content/Knowledge)
My AskAI supports a wide range of content/knowledge integrations, including popular platforms like Google Drive, Notion, and SharePoint. Chatfuel and Freshchat (Freddy AI) offer fewer specified integrations.
Integrations (End Users)
My AskAI integrates with numerous end-user platforms, including Zendesk, Intercom, and Slack, among others. Chatfuel and Freshchat (Freddy AI) also offer various integrations but with different scopes and specifics.
GDPR Compliance
All three platforms are GDPR compliant, ensuring data privacy and protection for users in the European Union.
SOC-2 Compliance
Freshchat (Freddy AI) is SOC-2 compliant, while Chatfuel and My AskAI are not.
Support
Support levels vary across platforms. My AskAI offers tiered support ranging from web and email to priority support and a dedicated success manager. Chatfuel and Freshchat (Freddy AI) offer different support options based on their respective tiers.
AI Models Available
My AskAI uses advanced AI models such as GPT-4o, Claude, and Gemini, depending on the tier. Chatfuel uses ChatGPT, though specifics are not provided for Freshchat (Freddy AI).
API Access
All three platforms provide API access, enabling users to integrate and extend their functionalities.
In summary, while Chatfuel, Freshchat (Freddy AI), and My AskAI all offer robust AI customer support solutions, My AskAI stands out with its comprehensive integrations, advanced AI models, and unique features like the AI email assistant, making it a versatile choice for businesses seeking advanced customer support capabilities.
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