AI customer support agent features & capabilities compared:Salesforce AIvs. Freshchat (Freddy AI)
Salesforce AI and Freshchat (Freddy AI) are both AI-driven customer support platforms designed to streamline customer interactions and reduce the volume of support tickets. Salesforce AI charges $2,000 per 1,000 tickets or chats, but details on usage tiers, human handover, analytics/insights, AI email assistance, and email lead capture features are not provided. This lack of detailed information makes it challenging to gauge the full scope of its capabilities beyond its pricing.
On the other hand, Freshchat's Freddy AI offers a more detailed breakdown of its features and pricing. It charges $105 per 1,000 tickets or chats and provides various usage tiers, ranging from a free option to an enterprise level with 5,000 bot sessions per month. Freddy AI includes features such as human handover, analytics/insights, and email lead capture, although it does not offer an AI email assistant. This comprehensive feature set at a lower price point positions Freshchat as a potentially more cost-effective and transparent option for businesses looking to implement AI in their customer support operations.
Full breakdown: All available features and pricing
| Feature | Salesforce AI | Freshchat (Freddy AI) | + 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 | $2,000 | $105 | $99 |
| Usage Tiers | Not provided | Free - not specified Growth - 2,000 bot sessions/mo Pro - 3,000 bot sessions/mo Enterprise - 5,000 bot sessions/mo | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Not provided | Yes | Yes |
| Conversation Analytics/Insights | Not provided | Yes | Yes |
| AI Email Assistant | Not provided | No | Yes |
| Email Lead Capture | Not provided | Yes | Yes |
| Pricing Page | Salesforce AI pricing page | Freshchat (Freddy AI) 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 | Not provided | 1 | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Not provided | Yes | No |
| Chatbot Flow Builder | Not provided | Yes | No |
| Integrations (Content/Knowledge) | Not provided | Not provided | 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) | Not provided | https://www.freshworks.com/apps/freshchat/ | 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 | Not provided | Yes | Yes |
| SOC-2 Compliant | Not provided | Yes | No |
| Support | Not provided | Free - email, community, knowledge base Growth - email, chat, community, knowledge base Pro - email, chat, community, knowledge base Enterprise - email, chat, community, knowledge base | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | IBM Watson | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Not provided | Yes | Yes |
Introduction
This analysis focuses on the AI customer support features offered by Salesforce AI, Freshchat (Freddy AI), and My AskAI, specifically aimed at deflecting support tickets. Each platform provides distinct capabilities and pricing structures, which will be compared in detail.
AI Customer Support Features
Salesforce AI,Freshchat (Freddy AI), andMy AskAIall offer AI customer support features designed to enhance customer service efficiency. These include AI-powered chatbots and automated responses to common customer inquiries.
AI Features for Support Agents
All three platforms—Salesforce AI, Freshchat (Freddy AI), and My AskAI—provide AI features specifically tailored for support agents. These features help in automating repetitive tasks, providing quick access to information, and improving overall agent productivity.
Pricing
Salesforce AI is priced at $2,000 per 1,000 tickets or chats, which is significantly higher than Freshchat (Freddy AI) at $105 and My AskAI at $99 for the same volume. This makes My AskAI the most cost-effective option among the three.
Usage Tiers
Freshchat (Freddy AI) offers multiple usage tiers, starting from a free plan to various paid plans that scale with the number of bot sessions. My AskAI provides three tiers: Essentials, Pro, and Enterprise, with varying limits on conversations and a charge of $0.10 per conversation beyond the limits. Salesforce AI does not provide detailed information on usage tiers.
Human Handover
Both Freshchat (Freddy AI) and My AskAI support human handover, allowing seamless transition from AI to human agents when necessary. Salesforce AI does not provide explicit information on this feature.
Conversation Analytics/Insights
Freshchat (Freddy AI) and My AskAI offer conversation analytics and insights, helping businesses understand customer interactions and improve service. Salesforce AI does not specify if this feature is available.
AI Email Assistant
My AskAI includes an AI Email Assistant, a feature not available in Freshchat (Freddy AI) or Salesforce AI, enhancing its utility in managing email communications efficiently.
Email Lead Capture
Both Freshchat (Freddy AI) and My AskAI offer email lead capture functionalities, enabling businesses to gather leads directly from customer interactions. Salesforce AI does not provide details on this feature.
Content Limits
My AskAI offers unlimited content limits across all its tiers, which includes webpages and documents that are updated automatically. Freshchat (Freddy AI) and Salesforce AI do not specify content limits.
Number of Chatbots/Agents
My AskAI provides flexibility in the number of chatbots or agents, with the Enterprise plan offering unlimited chatbots. Freshchat (Freddy AI) offers only one chatbot per plan, while Salesforce AI does not provide specific information.
Hosted Help Centre
Freshchat (Freddy AI) includes a hosted help center, a feature not available in My AskAI. Salesforce AI does not provide information on this feature.
Chatbot Flow Builder
Freshchat (Freddy AI) offers a chatbot flow builder, allowing for customizable chatbot interactions. My AskAI does not have this feature, and Salesforce AI does not provide information on it.
Integrations (Content/Knowledge)
My AskAI supports a wide range of content and knowledge integrations, including popular platforms like Google Drive, Notion, Confluence, and more. Freshchat (Freddy AI) and Salesforce AI do not specify their content/knowledge integrations.
Integrations (End Users)
My AskAI offers extensive end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, and more. Freshchat (Freddy AI) provides integrations through its marketplace. Salesforce AI does not provide detailed information on end-user integrations.
Compliance
Both Freshchat (Freddy AI) and My AskAI are GDPR compliant. Freshchat (Freddy AI) is also SOC-2 compliant, a compliance not yet achieved by My AskAI. Salesforce AI does not provide information on compliance.
Support
Freshchat (Freddy AI) offers varying levels of support based on the plan, ranging from email to community and chat support. My AskAI provides web and email support for Essentials, with priority support and additional options like video and Slack for higher tiers. Salesforce AI does not specify its support options.
AI Models Available
My AskAI uses advanced AI models like GPT-4o and offers flexibility with models like Claude and Gemini for its Enterprise plan. Freshchat (Freddy AI) does not specify the AI models used. Salesforce AI utilizes IBM Watson.
API Access
Both Freshchat (Freddy AI) and My AskAI offer API access, enabling businesses to integrate and extend the functionalities of their AI customer support systems. Salesforce AI does not provide information on API access.
Conclusion
In summary, My AskAI stands out for its cost-effective pricing, extensive integrations, and unique features like the AI Email Assistant. Freshchat (Freddy AI) offers a robust set of features with detailed usage tiers and a hosted help center. Salesforce AI, while leveraging IBM Watson, lacks detailed information on many features, making it less transparent compared to the other two platforms.
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