AI customer support agent features & capabilities compared: Freshchat (Freddy AI) vs. Tawk
Freshchat (Freddy AI) and Tawk are AI customer support platforms designed to manage and deflect support tickets. Freshchat (Freddy AI) offers tiered pricing with a cost of $105 per 1,000 tickets or chats. It provides various usage tiers, starting from a free plan with unspecified limits to an enterprise plan with up to 5,000 bot sessions per month. Key features include human handover capabilities and comprehensive analytics and insights, as well as email lead capture functionalities. However, it does not offer an AI email assistant.
Tawk, on the other hand, is more cost-effective at $20 per 1,000 tickets or chats. It also has several usage tiers, beginning with a hobby plan that allows 100 messages per month, scaling up to an enterprise plan with 20,000 messages per month. Similar to Freshchat, Tawk includes human handover, analytics and insights, and email lead capture. It also lacks an AI email assistant. Given the significant price difference, Tawk positions itself as a more budget-friendly option while still offering essential AI customer support features.
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Full breakdown: All available features and pricing
| Feature | Freshchat (Freddy AI) | Tawk | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | $105 | $20 | $99 |
| Usage Tiers | Free - not specified Growth - 2,000 bot sessions/mo Pro - 3,000 bot sessions/mo Enterprise - 5,000 bot sessions/mo |
Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/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 | Yes | Yes | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Freshchat (Freddy AI) pricing page | Tawk pricing page | My AskAI pricing page |
| Content Limits | Not provided | Based on features | 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 | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Not provided | Your website Shortcuts Documents Knowledge Base Plain text |
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 | Tawk 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 |
Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Freshchat (Freddy AI) vs. Tawk vs. My AskAI
AI Customer Support Features
Freshchat (Freddy AI), Tawk, and My AskAI all offer AI customer support features aimed at deflecting support tickets. This makes them suitable for businesses looking to automate and streamline their customer service operations.
AI Features for Support Agents
Freshchat (Freddy AI) and My AskAI provide AI features specifically designed to assist support agents, enhancing their efficiency and effectiveness. Tawk does not offer AI features for support agents, which could be a limitation for businesses looking to empower their human agents with AI tools.
Pricing
When comparing AI pricing per 1,000 tickets/chats, Freshchat (Freddy AI) is priced at $105, which is higher than Tawk at $20 and My AskAI at $99. Businesses must consider their budget and the value offered by each platform when making a decision.
Usage Tiers
Freshchat (Freddy AI) offers multiple usage tiers, including Free, Growth, Pro, and Enterprise, with varying bot session limits. Tawk has tiers named Hobby, Growth, and Enterprise with different message limits. My AskAI provides Essentials, Pro, and Enterprise plans, with a unique pricing structure of $0.10 per conversation beyond the set limits. This flexibility allows businesses to choose a plan that fits their specific needs.
Human Handover
All three platforms, Freshchat (Freddy AI), Tawk, and My AskAI, support human handover, ensuring a seamless transition from AI to human agents when necessary. This feature is crucial for maintaining high-quality customer service.
Conversation Analytics/Insights
Conversation analytics and insights are available on Freshchat (Freddy AI), Tawk, and My AskAI. These analytics help businesses understand customer interactions and improve their support strategies.
AI Email Assistant
My AskAI stands out by offering an AI email assistant, a feature not available on Freshchat (Freddy AI) or Tawk. This can be a significant advantage for businesses that rely heavily on email communication.
Email Lead Capture
All three platforms, Freshchat (Freddy AI), Tawk, and My AskAI, offer email lead capture capabilities, aiding businesses in growing their customer base and nurturing leads.
Content Limits
My AskAI provides unlimited webpages and documents across all its plans, with automatic updates. Freshchat (Freddy AI) and Tawk do not provide specific information on content limits, which might be a consideration for businesses with extensive content needs.
Number of Chatbots/Agents
My AskAI offers different numbers of chatbots/agents based on the plan, with Essentials and Pro providing one chatbot in two modes (public and private) and Enterprise offering unlimited chatbots. Freshchat (Freddy AI) provides one chatbot, while Tawk does not specify the number of chatbots/agents.
Hosted Help Centre
Both Freshchat (Freddy AI) and Tawk offer a hosted help center, whereas My AskAI does not. This feature can be beneficial for businesses looking to provide self-service options to their customers.
Chatbot Flow Builder
Freshchat (Freddy AI) and Tawk include a chatbot flow builder, allowing businesses to design custom chatbot interactions. My AskAI does not offer this feature, which could be a limitation for those seeking highly customizable chatbot flows.
Integrations (Content/Knowledge)
My AskAI excels in content and knowledge integrations, supporting various platforms like websites, Google Drive, Notion, Confluence, SharePoint, and more. Tawk integrates with websites, shortcuts, documents, knowledge bases, and plain text, while Freshchat (Freddy AI) does not provide specific details on content integrations.
Integrations (End Users)
My AskAI offers a wide range of end-user integrations, including Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, and various social media platforms. Freshchat (Freddy AI) and Tawk also provide integrations but with fewer details specified.
Compliance
All three platforms, Freshchat (Freddy AI), Tawk, and My AskAI, are GDPR compliant, ensuring data protection and privacy. However, only Freshchat (Freddy AI) is SOC-2 compliant, which might be crucial for businesses with stringent security requirements.
Support
Support options vary across the platforms. Freshchat (Freddy AI) offers different support levels based on the plan, including email, chat, community, and knowledge base support. Tawk provides AI Assist and live chat support, with priority support for higher tiers. My AskAI offers web and email support for Essentials, with priority web, email, video support for Pro, and Slack and Success manager support for Enterprise.
AI Models Available
My AskAI uses advanced AI models like GPT-4o, Claude, and Gemini, depending on the plan. Tawk uses the Apollo AI Bot across all tiers, while Freshchat (Freddy AI) does not specify the AI models used.
API Access
All three platforms, Freshchat (Freddy AI), Tawk, and My AskAI, offer API access, allowing businesses to integrate and customize their AI customer support solutions.
Compare Freshchat (Freddy AI) with other AI support agents
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“You're beating Zendesk's AI Agent 76% to 23% on AI deflection. Huge.”
Traveljoy
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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
