AI customer support agent features & capabilities compared: Freshchat (Freddy AI) vs. Conversica
Freshchat (Freddy AI) and Conversica are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Freshchat (Freddy AI) offers a tiered pricing model with specific usage limits, starting at $105 per 1,000 tickets or chats. The platform provides various tiers, including a free option with unspecified limits, and paid tiers like Growth, Pro, and Enterprise, which offer 2,000, 3,000, and 5,000 bot sessions per month, respectively. Key features include human handover capabilities, analytics and insights, and email lead capture, although it does not offer an AI email assistant.
Conversica, on the other hand, operates on a consumption-based pricing model, with pricing provided on application (POA). It also supports human handover and offers comprehensive analytics and insights. In addition to these features, Conversica includes an AI email assistant, which can be a significant advantage for managing email communications, alongside email lead capture capabilities. The lack of fixed usage tiers suggests a more flexible approach to scaling based on the specific needs and consumption patterns of the user.
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Full breakdown: All available features and pricing
| Feature | Freshchat (Freddy AI) | Conversica | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $105 | POA | $99 |
| Usage Tiers | Free - not specified Growth - 2,000 bot sessions/mo Pro - 3,000 bot sessions/mo Enterprise - 5,000 bot sessions/mo |
Based on consumption | 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 | [Conversica pricing page](Not provided) | My AskAI pricing page |
| Content Limits | Not provided | Based on consumption | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | 1 | Based on consumption | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Not provided | Company-specific data FAQs Customer service logs Product documentation and support content User behavior and feedback |
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 | Conversica 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 | Yes | Yes |
| SOC-2 Compliant | Yes | Yes | 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 |
Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
Freshchat (Freddy AI) vs. Conversica vs. My AskAI
AI Customer Support Features
All three platforms—Freshchat (Freddy AI), Conversica, and My AskAI—offer comprehensive AI customer support features aimed at deflecting support tickets. Each platform provides various functionalities to enhance customer interactions and streamline support processes.
AI Features for Support Agents
Both Freshchat (Freddy AI) and Conversica, as well as My AskAI, offer AI features designed to assist support agents. These features include automation of repetitive tasks, intelligent routing, and providing agents with suggested responses to improve efficiency.
Pricing
The cost for managing 1,000 tickets or chats is $105 for Freshchat (Freddy AI) and $99 for My AskAI. Conversica's pricing is provided on a POA (Price on Application) basis, making it less transparent in comparison.
Usage Tiers
Freshchat (Freddy AI) offers multiple usage tiers ranging from free to enterprise levels, with varying limits on bot sessions per month. Conversica's pricing is based on consumption, which requires potential users to inquire for specific details. My AskAI provides clear usage tiers: Essentials, Pro, and Enterprise, with specific conversation limits and additional per-conversation costs beyond these limits.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents seamlessly when necessary.
Conversation Analytics/Insights
Conversation analytics and insights are available across all platforms, enabling businesses to monitor and optimize their customer support interactions.
AI Email Assistant
Conversica and My AskAI both offer AI email assistants, whereas Freshchat (Freddy AI) does not provide this feature.
Email Lead Capture
Each platform supports email lead capture, allowing businesses to gather and manage potential customer information effectively.
Pricing Page
For detailed pricing information, users can visit the respective pricing pages for Freshchat (Freddy AI) and My AskAI. Conversica does not provide a direct pricing page link, requiring potential users to contact them for pricing details.
Content Limits
While Freshchat (Freddy AI) and Conversica do not specify content limits, My AskAI offers unlimited webpages and documents across all tiers, with automatic updates.
Number of Chatbots/Agents
Freshchat (Freddy AI) provides a single chatbot, while My AskAI offers up to unlimited chatbots under its Enterprise plan. Conversica's number of chatbots is based on consumption.
Hosted Help Centre
Freshchat (Freddy AI) includes a hosted help center, a feature not provided by Conversica or My AskAI.
Chatbot Flow Builder
Both Freshchat (Freddy AI) and Conversica include a chatbot flow builder to design and customize interaction flows. My AskAI does not offer this feature.
Integrations (Content/Knowledge)
Freshchat (Freddy AI) and Conversica provide various integrations, but My AskAI stands out with extensive integration options, including websites, multiple file types, and various cloud services like Google Drive, Notion, and Confluence.
Integrations (End Users)
My AskAI supports a wide range of end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, and Slack. Freshchat (Freddy AI) and Conversica also offer integrations, but My AskAI's list is notably comprehensive.
GDPR and SOC-2 Compliance
All platforms are GDPR compliant. Freshchat (Freddy AI) and Conversica are also SOC-2 compliant, whereas My AskAI is not.
Support
Support options vary, with Freshchat (Freddy AI) offering different levels of support based on the plan. My AskAI provides web and email support across all tiers, with additional priority and success manager support for higher tiers. Conversica's support details are not specified.
AI Models Available
My AskAI specifies the use of advanced AI models like GPT-4o, Claude, and Gemini, depending on the plan. Freshchat (Freddy AI) and Conversica do not provide specific details about their AI models.
API Access
Both Freshchat (Freddy AI) and My AskAI offer API access, enabling customization and integration with other systems. Conversica's API access details are not provided.
Conclusion
Freshchat (Freddy AI), Conversica, and My AskAI each offer robust AI customer support features. My AskAI stands out for its clear pricing structure, extensive integrations, and the use of advanced AI models, making it a competitive option in the market.
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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)
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
