AI customer support agent features & capabilities compared: Freshchat (Freddy AI) vs. Tidio
Freshchat (Freddy AI) and Tidio are both AI customer support platforms designed to deflect support tickets through automated interactions. Freshchat (Freddy AI) offers a tiered pricing model with a cost of $105 per 1,000 tickets or chats. Its usage tiers range from a free plan with unspecified features to an Enterprise plan that includes 5,000 bot sessions per month. Key features of Freshchat include human handover capabilities, detailed analytics and insights, and email lead capture. However, it does not offer an AI email assistant.
On the other hand, Tidio's pricing starts at $749 per 1,000 tickets or chats, with usage tiers that include a free plan for 50 conversations, a Lyrio AI plan for 200 conversations, and a customizable Tidio+ plan. Similar to Freshchat, Tidio provides human handover, analytics and insights, and email lead capture, but it also lacks an AI email assistant. The significant price difference and varying usage tiers between the two platforms indicate different target markets and scalability options, with Tidio generally being positioned as a higher-cost solution.
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Full breakdown: All available features and pricing
| Feature | Freshchat (Freddy AI) | Tidio | + 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 | $749+ | $99 |
| Usage Tiers | Free - not specified Growth - 2,000 bot sessions/mo Pro - 3,000 bot sessions/mo Enterprise - 5,000 bot sessions/mo |
Free - 50 conversations Lyrio AI - 200 conversations Tidio+ - custom conversation |
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 | Tidio 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 | 1 | 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 | Websites Add Manually Files (only available for Tidio+) |
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 | Tidio 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 |
Free - email, help desk Lyrio AI - email, live chat (24/5) Tidio+ - email, live chat (24/5), Flows building and strategy assistance, Dedicated Success Manager, Training sessions, Account reviews |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | Free - Claude (Anthropic AI)/in-house models Lyrio AI - Claude (Anthropic AI)/in-house models Tidio+ - Claude (Anthropic AI)/in-house models |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Introduction
This analysis focuses on the AI customer support features of Freshchat (Freddy AI), Tidio, and My AskAI. These platforms aim to deflect support tickets and enhance customer interaction through automated solutions.
AI Customer Support Features
All three platforms, Freshchat (Freddy AI), Tidio, and My AskAI, offer AI customer support features. These features are designed to handle customer inquiries, automate responses, and reduce the workload on human support agents.
AI Features for Support Agents
Freshchat (Freddy AI), Tidio, and My AskAI all provide AI features specifically for support agents. These tools assist agents by suggesting responses, automating routine tasks, and providing insights to improve efficiency.
Pricing
The cost per 1,000 tickets or chats varies significantly among the platforms. Freshchat (Freddy AI) is priced at $105, Tidio starts at $749, and My AskAI offers a more competitive rate at $99.
Usage Tiers
Freshchat (Freddy AI) offers several tiers, including a free tier, Growth, Pro, and Enterprise, with varying limits on bot sessions per month. Tidio has a free tier with 50 conversations, Lyrio AI with 200 conversations, and custom conversations for Tidio+. My AskAI provides Essentials with 200 conversations per month, Pro with 1,000 conversations, and an Enterprise plan with unlimited conversations, charging $0.10 per conversation beyond limits.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Freshchat (Freddy AI), Tidio, and My AskAI offer conversation analytics and insights, helping 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 in Freshchat (Freddy AI) or Tidio. This feature can automate email responses, further reducing the workload on support teams.
Email Lead Capture
All three platforms, Freshchat (Freddy AI), Tidio, and My AskAI, include email lead capture capabilities, helping businesses gather potential customer information.
Content Limits
My AskAI offers unlimited content limits across its plans, including webpages and documents, which are updated automatically. Freshchat (Freddy AI) and Tidio do not provide specific information on content limits.
Number of Chatbots/Agents
Freshchat (Freddy AI) and Tidio each support one chatbot or agent. My AskAI offers more flexibility, with the Essentials and Pro plans supporting one chatbot in two modes (public and private), and the Enterprise plan offering unlimited chatbots.
Hosted Help Centre
Freshchat (Freddy AI) provides a hosted help center, a feature not available in Tidio or My AskAI.
Chatbot Flow Builder
Both Freshchat (Freddy AI) and Tidio have a chatbot flow builder, allowing users to create customized chatbot interactions. My AskAI does not offer a flow builder feature.
Integrations (Content/Knowledge)
My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce. Tidio supports websites, manual content additions, and files (only in Tidio+). Freshchat (Freddy AI) does not provide specific information on content integrations.
Integrations (End Users)
My AskAI offers extensive end-user integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter. Freshchat (Freddy AI) and Tidio also have their own app marketplaces for integrations.
Compliance
All three platforms are GDPR compliant. Freshchat (Freddy AI) is also SOC-2 compliant, while Tidio and My AskAI are not.
Support
Support options vary across the platforms. Freshchat (Freddy AI) offers email, chat, community, and knowledge base support across all tiers. Tidio provides email and help desk support, with additional live chat and dedicated support for higher tiers. My AskAI offers web and email support for Essentials, priority support for Pro, and a success manager for Enterprise.
AI Models Available
Freshchat (Freddy AI) does not specify the AI models used. Tidio uses Claude (Anthropic AI) and in-house models across its tiers. My AskAI utilizes GPT-4o for Essentials and Pro, with the Enterprise plan offering GPT-4o, Claude, and Gemini.
API Access
API access is available in all three platforms, allowing for further customization and integration with other systems.
Conclusion
In summary, while Freshchat (Freddy AI) and Tidio offer robust AI customer support solutions, My AskAI provides competitive pricing, extensive integrations, and unique features like an AI email assistant and unlimited content limits, making it a strong contender in the market.
Compare Freshchat (Freddy AI) with other AI support agents
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Traveljoy
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Customer.io ($50M+ ARR)
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Swytch Bike
