AI customer support agent features & capabilities compared: Freshchat (Freddy AI) vs. Ada
Freshchat, powered by Freddy AI, and Ada are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Freshchat (Freddy AI) offers a tiered pricing model starting with a free tier, with paid plans providing between 2,000 to 5,000 bot sessions per month. It is priced at $105 per 1,000 tickets or chats. Key features include human handover, comprehensive analytics and insights, and email lead capture, though it does not offer an AI email assistant.
In contrast, Ada sets a higher price point at $1,000 per 1,000 tickets or chats, with no specified usage tiers. Ada includes similar features like human handover, analytics, and email lead capture, but it also offers an AI email assistant, which Freshchat lacks. Both platforms aim to streamline customer support processes, but they cater to different budget levels and feature requirements.
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Full breakdown: All available features and pricing
| Feature | Freshchat (Freddy AI) | Ada | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | Not provided | Yes |
| AI Price Per 1,000 tickets/chats | $105 | $1,000 | $99 |
| Usage Tiers | Free - not specified Growth - 2,000 bot sessions/mo Pro - 3,000 bot sessions/mo Enterprise - 5,000 bot sessions/mo |
Not provided | 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 | No | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Freshchat (Freddy AI) pricing page | Ada pricing page | My AskAI pricing page |
| Content Limits | Not provided | 50,000 articles | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | 1 | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Not provided | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Not provided | Websites (public) Zendesk Salesforce API |
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) | Freshchat (Freddy AI) marketplace / app store | Ada 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 | Yes | TBC | Yes |
| SOC-2 Compliant | Yes | TBC | No |
| Support | Free - email, community, knowledge base Growth - email, chat, community, knowledge base Pro - email, chat, community, knowledge base Enterprise - email, chat, community, knowledge base |
TBC | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | TBC | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Freshchat (Freddy AI) vs. Ada vs. My AskAI
AI Customer Support Features
All three platforms—Freshchat (Freddy AI), Ada, and My AskAI—offer AI customer support features aimed at deflecting support tickets. This includes automated responses, chatbots, and other AI-driven functionalities to enhance customer service.
AI Features for Support Agents
Freshchat (Freddy AI) and My AskAI provide AI features specifically designed to assist support agents, such as AI-driven suggestions and automation tools. Ada does not explicitly mention these features.
Pricing
When it comes to AI pricing per 1,000 tickets/chats, My AskAI is the most cost-effective at $99, compared to Freshchat's $105 and Ada's significantly higher $1,000. This makes My AskAI a more affordable option for businesses looking to scale their customer support operations.
Usage Tiers
Freshchat offers various usage tiers from free to enterprise levels, with different bot session limits. Ada does not specify its usage tiers. My AskAI provides clear tiers: Essentials, Pro, and Enterprise, with specific conversation limits and a per-conversation cost beyond those limits.
Human Handover
All three platforms support human handover, allowing seamless transition from AI to human agents when needed, ensuring that complex queries are handled effectively.
Conversation Analytics/Insights
Conversation analytics and insights are available across Freshchat, Ada, and My AskAI, helping businesses understand customer interactions and improve their support strategies.
AI Email Assistant
Ada and My AskAI offer AI email assistants, providing automated email responses and management. Freshchat does not include this feature.
Email Lead Capture
All three platforms—Freshchat, Ada, and My AskAI—support email lead capture, helping businesses gather potential customer information through AI-driven interactions.
Content Limits
Ada has a content limit of 50,000 articles, whereas My AskAI offers unlimited webpages and documents across all tiers, providing more flexibility. Freshchat does not specify content limits.
Number of Chatbots/Agents
My AskAI offers a scalable number of chatbots/agents depending on the plan, with unlimited agents available at the enterprise level. Freshchat offers one chatbot, and Ada does not specify the number of chatbots/agents.
Hosted Help Centre
Freshchat provides a hosted help centre, which is not mentioned for Ada and My AskAI. This feature can be beneficial for businesses looking to offer self-service support options.
Chatbot Flow Builder
Both Freshchat and Ada offer a chatbot flow builder, enabling businesses to design custom interaction flows. My AskAI does not include this feature, focusing instead on robust integrations and AI capabilities.
Integrations (Content/Knowledge)
My AskAI excels in content and knowledge integrations, supporting a wide range of platforms such as Google Drive, Notion, Confluence, Zendesk, and more. Freshchat and Ada offer fewer integrations in comparison.
Integrations (End Users)
My AskAI also provides extensive end-user integrations, including popular platforms like Zendesk, Intercom, Slack, Teams, and many more. Freshchat and Ada have their respective marketplaces for integrations but do not match the breadth of My AskAI.
Compliance
Freshchat is both GDPR and SOC-2 compliant, ensuring high standards of data security and privacy. My AskAI is GDPR compliant but not SOC-2 compliant. Ada's compliance details are not provided.
Support
Support levels vary across platforms. Freshchat offers different support options depending on the plan, while My AskAI provides web, email, and priority support, including a success manager at the enterprise level. Ada's support details are not specified.
AI Models Available
My AskAI offers advanced AI models like GPT-4, Claude, and Gemini, depending on the plan. Freshchat and Ada do not specify the AI models they use.
API Access
All three platforms—Freshchat, Ada, and My AskAI—provide API access, allowing businesses to integrate and extend their customer support capabilities.
Conclusion
Freshchat (Freddy AI), Ada, and My AskAI each offer robust AI customer support features, but My AskAI stands out for its cost-effectiveness, extensive integrations, and advanced AI models. This makes it a strong contender for businesses looking to enhance their customer support with AI-driven solutions.
Compare Freshchat (Freddy AI) with other AI support agents
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io ($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io ($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
