AI customer support agent features & capabilities compared: Freshchat (Freddy AI) vs. LiveChat
Freshchat (Freddy AI) and LiveChat are both AI-driven customer support platforms designed to deflect support tickets and enhance customer service efficiency. Freshchat, branded under Freddy AI, offers tiered pricing plans with varying bot session limits, starting from a free tier without specified limits to an Enterprise tier with 5,000 bot sessions per month. It is priced at $105 per 1,000 tickets or chats. Key features include human handover capabilities, comprehensive analytics and insights, and email lead capture, though it does not offer an AI email assistant.
LiveChat, on the other hand, provides its AI customer support services at a lower price point of $52 per 1,000 tickets or chats, with no usage limits across its plans. Similar to Freshchat, it includes human handover, analytics and insights, and email lead capture functionalities, but also lacks an AI email assistant. These features allow LiveChat to offer a more cost-effective solution with unrestricted usage, potentially appealing to businesses with higher volumes of customer interactions.
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Full breakdown: All available features and pricing
| Feature | Freshchat (Freddy AI) | LiveChat | + 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 | $52 | $99 |
| Usage Tiers | Free - not specified Growth - 2,000 bot sessions/mo Pro - 3,000 bot sessions/mo Enterprise - 5,000 bot sessions/mo |
No usage limit | 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 | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Freshchat (Freddy AI) pricing page | LiveChat 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 | 1 | Starter - 1 agent Team - unlimited agents Business - unlimited agents Enterprise - based on contract |
Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Not provided | Knowledge base Product pages Terms of service FAQs |
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 | LiveChat 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 | No | 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 |
Starter - Help Center, 24/7/365 Support Team - Help Center, 24/7/365 Support Business - Help Center, 24/7/365 Support Enterprise - Help Center, 24/7/365 Support |
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 | Yes | Yes |
Overview
This analysis compares the AI customer support features of Freshchat (Freddy AI), LiveChat, and My AskAI. The focus is on each platform's capabilities in deflecting support tickets through AI-driven interactions.
AI Customer Support Features
All three platforms—Freshchat (Freddy AI), LiveChat, and My AskAI—offer robust AI customer support features. These include AI functionalities designed to assist both customers and support agents, ensuring efficient ticket deflection and resolution.
Pricing and Usage
Freshchat (Freddy AI) charges $105 per 1,000 tickets/chats, while LiveChat is more cost-effective at $52 per 1,000 tickets/chats. My AskAI is priced at $99 per 1,000 tickets/chats. Freshchat offers different usage tiers based on bot sessions per month, whereas LiveChat has no usage limits. My AskAI provides tiered pricing with Essentials, Pro, and Enterprise plans, each with specific conversation limits and additional costs for exceeding those limits.
Human Handover and Conversation Analytics
All three platforms support human handover, ensuring seamless transitions from AI to human agents when necessary. They also provide conversation analytics and insights, aiding in the optimization of customer support interactions.
Additional AI Features
My AskAI stands out by offering an AI email assistant, a feature not available in Freshchat or LiveChat. This can be particularly beneficial for automating email responses and managing email-based support tickets.
Content and Chatbot Limits
Content limits are not specified for Freshchat and LiveChat. My AskAI, however, offers unlimited webpages and documents across all its plans, with automatic updates. Freshchat and LiveChat provide hosted help centers and chatbot flow builders, features not available in My AskAI.
Integrations
When it comes to integrations, My AskAI supports a wide range of content and knowledge sources, including websites, various file types, and platforms like Google Drive, Notion, and Salesforce. Freshchat and LiveChat also offer integrations but are less comprehensive compared to My AskAI. For end-user integrations, My AskAI supports multiple platforms, including Zendesk, Intercom, HubSpot, Slack, and more, providing a versatile ecosystem for customer support.
Compliance and Support
All platforms are GDPR compliant. Freshchat is SOC-2 compliant, a feature not available in LiveChat or My AskAI. Support options vary, with Freshchat offering tiered support based on the plan, LiveChat providing 24/7 support across all plans, and My AskAI offering priority support in higher-tier plans, including a dedicated success manager for Enterprise users.
AI Models and API Access
My AskAI leverages advanced AI models such as GPT-4o, Claude, and Gemini, depending on the plan. The AI models used by Freshchat and LiveChat are not specified. All three platforms offer API access, facilitating custom integrations and advanced functionalities.
Conclusion
In summary, while Freshchat (Freddy AI) and LiveChat offer strong AI customer support features, My AskAI distinguishes itself with its extensive integrations, advanced AI models, and unique features like the AI email assistant. This makes My AskAI a versatile and powerful option for comprehensive AI-driven customer support.
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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
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“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
