AI customer support agent features & capabilities compared: Conversica vs. Freshchat (Freddy AI)

AI Customer Support Platforms: Conversica vs. Freshchat (Freddy AI) vs. My AskAI

Overview

This analysis focuses on AI customer support features aimed at deflecting support tickets for three platforms: Conversica, Freshchat (Freddy AI), and My AskAI. Each platform offers unique capabilities and pricing models, making them suitable for different business needs.

AI Customer Support Features

All three platforms—Conversica, Freshchat (Freddy AI), and My AskAI—offer AI customer support features. These features are designed to handle customer inquiries, automate responses, and deflect support tickets, thereby improving efficiency and customer satisfaction.

AI Features for Support Agents

Each platform also provides AI features specifically for support agents. These tools help agents manage their workload more effectively by automating routine tasks and providing insights to improve customer interactions.

Pricing

Conversica's pricing is based on a "Price on Application" (POA) model, making it less transparent compared to Freshchat (Freddy AI) and My AskAI. Freshchat (Freddy AI) charges $105 per 1,000 tickets/chats, while My AskAI offers a more competitive rate at $99 per 1,000 tickets/chats.

Usage Tiers

Conversica's usage tiers are based on consumption, offering flexibility but lacking clear thresholds. Freshchat (Freddy AI) provides tiered plans ranging from free to enterprise levels, with specific limits on bot sessions per month. My AskAI offers three tiers—Essentials, Pro, and Enterprise—with clear limits on the number of conversations per month, and a cost of $0.10 per conversation beyond these limits.

Human Handover

All three platforms support human handover, ensuring that complex customer queries can be escalated to human agents when necessary, thereby maintaining a high level of customer service.

Conversation Analytics/Insights

Each platform provides conversation analytics and insights, enabling businesses to track performance metrics, understand customer behavior, and make data-driven decisions to improve their support operations.

AI Email Assistant

Conversica and My AskAI both offer AI email assistants, a feature not available in Freshchat (Freddy AI). This capability allows for the automation of email responses, further enhancing customer support efficiency.

Email Lead Capture

All three platforms support email lead capture, allowing businesses to collect and manage leads effectively through automated interactions.

Pricing Transparency

Conversica does not provide a direct link to its pricing page, while Freshchat (Freddy AI) and My AskAI offer transparent pricing information on their respective websites.

Content Limits

Conversica's content limits are based on consumption, while Freshchat (Freddy AI) does not specify content limits. My AskAI offers unlimited content limits across all its tiers, updating automatically to ensure the latest information is always available.

Number of Chatbots/Agents

Conversica's offering is based on consumption, without specific limits on the number of chatbots or agents. Freshchat (Freddy AI) allows for one chatbot, whereas My AskAI provides one chatbot with two modes (public and private) in the Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier.

Hosted Help Centre

Freshchat (Freddy AI) offers a hosted help center, a feature not available in Conversica or My AskAI. This can be beneficial for businesses looking for an integrated knowledge base solution.

Chatbot Flow Builder

Conversica and Freshchat (Freddy AI) both include a chatbot flow builder, enabling businesses to design custom interaction flows. My AskAI does not offer this feature, focusing instead on its robust integration capabilities.

Integrations (Content/Knowledge)

Conversica and Freshchat (Freddy AI) offer various integrations, but My AskAI stands out with a wide range of content and knowledge integrations, including websites, files, Google Drive, Notion, Confluence, and more.

Integrations (End Users)

My AskAI offers extensive end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, and many others. Conversica and Freshchat (Freddy AI) also provide integrations but with more limited options compared to My AskAI.

Compliance

All three platforms are GDPR compliant, ensuring data protection and privacy. However, only Conversica and Freshchat (Freddy AI) are SOC-2 compliant, providing an additional layer of security assurance.

Support

Support options vary across the platforms. Freshchat (Freddy AI) offers tiered support based on the plan, including email, chat, and community resources. My AskAI provides web and email support in the Essentials tier, with enhanced support options in the Pro and Enterprise tiers, including priority support and a dedicated success manager.

AI Models Available

My AskAI specifies the AI models available, offering GPT-4o across all tiers and additional models like Claude and Gemini in the Enterprise tier. Conversica and Freshchat (Freddy AI) do not provide specific information on the AI models they use.

API Access

Both Freshchat (Freddy AI) and My AskAI offer API access, allowing for custom integrations and extended functionality. Conversica does not provide specific information regarding API access.

Conclusion

In summary, while Conversica and Freshchat (Freddy AI) offer robust AI customer support features, My AskAI stands out with its competitive pricing, extensive integrations, and transparent usage tiers. Each platform has its strengths, making them suitable for different business needs and preferences.