AI customer support agent features & capabilities compared:Tawkvs. Freshchat (Freddy AI)
Tawk and Freshchat (Freddy AI) are AI customer support platforms designed to automate and enhance customer interactions, primarily focusing on deflecting support tickets. Tawk offers a competitive pricing model at $20 per 1,000 tickets/chats, with usage tiers ranging from Hobby (100 messages/month) to Enterprise (20,000 messages/month). It includes essential features like human handover, analytics/insights, and email lead capture, although it lacks an AI email assistant.
In contrast, Freshchat (Freddy AI) is priced at $105 per 1,000 tickets/chats and provides different usage tiers, starting with a free tier and extending to the Enterprise level (5,000 bot sessions/month). Similar to Tawk, it supports human handover, analytics/insights, and email lead capture, but does not include an AI email assistant. The higher cost of Freshchat may be reflective of additional capabilities or service quality, but both platforms fundamentally aim to streamline customer support through AI-driven automation.
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Full breakdown: All available features and pricing
| Feature | Tawk | Freshchat (Freddy AI) | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $20 | $105 | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo | 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 | Yes | Yes | Yes |
| Conversation Analytics/Insights | Yes | Yes | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tawk pricing page | Freshchat (Freddy AI) pricing page | My AskAI pricing page |
| Content Limits | Based on features | 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 | Yes | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text | 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) | Tawk marketplace / app store | Freshchat (Freddy AI) 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 | No | Yes | No |
| Support | 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 | 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 | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
AI Customer Support Platforms: Tawk vs. Freshchat (Freddy AI) vs. My AskAI
This analysis focuses on the AI customer support features of Tawk, Freshchat (Freddy AI), and My AskAI, specifically aimed at deflecting support tickets.
AI Customer Support Features
All three platforms, Tawk, Freshchat (Freddy AI), and My AskAI, offer AI customer support features designed to handle customer inquiries and deflect support tickets. However, only Freshchat (Freddy AI) and My AskAI provide additional AI features specifically for support agents, aiding them in their tasks.
Pricing
Tawk offers the most economical AI pricing at $20 per 1,000 tickets/chats. My AskAI is priced at $99 per 1,000 conversations, while Freshchat (Freddy AI) is the most expensive at $105 per 1,000 bot sessions.
Usage Tiers
Tawk's usage tiers range from Hobby (100 messages/month) to Enterprise (20,000 messages/month). Freshchat (Freddy AI) offers tiers from Free (unspecified) to Enterprise (5,000 bot sessions/month). My AskAI's tiers range from Essentials (200 conversations/month) to Enterprise (unlimited), with a cost of $0.10 per conversation beyond the limits.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Each platform provides 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 Tawk or Freshchat (Freddy AI).
Email Lead Capture
All three platforms provide email lead capture capabilities, allowing businesses to gather contact information from potential customers.
Content Limits
Tawk and Freshchat (Freddy AI) do not specify content limits, while My AskAI offers unlimited webpages and documents across all tiers, with automatic updates.
Number of Chatbots/Agents
Tawk and Freshchat (Freddy AI) do not provide specific information on the number of chatbots/agents. My AskAI offers one chatbot with two modes (public and private) in the Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier.
Hosted Help Centre
Tawk and Freshchat (Freddy AI) offer hosted help centers, whereas My AskAI does not provide this feature.
Chatbot Flow Builder
Both Tawk and Freshchat (Freddy AI) include chatbot flow builders to create custom conversation paths. My AskAI does not offer a chatbot flow builder.
Integrations (Content/Knowledge)
Tawk integrates with websites, shortcuts, documents, knowledge bases, and plain text. Freshchat (Freddy AI) does not provide detailed integration information. 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.
Integrations (End Users)
Tawk and Freshchat (Freddy AI) have their respective marketplaces/app stores for integrations. My AskAI offers extensive end-user integrations, including Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
Compliance
All three platforms are GDPR compliant. Freshchat (Freddy AI) is additionally SOC-2 compliant, while Tawk and My AskAI are not.
Support
Tawk offers varying levels of support based on the tier, from AI Assist and Live Chat to priority support. Freshchat (Freddy AI) provides support through email, chat, community, and knowledge base across all tiers. My AskAI offers web and email support in the Essentials tier, with priority web, email, and video support in the Pro tier, and Slack and a success manager in the Enterprise tier.
AI Models Available
Tawk utilizes the Apollo AI Bot across all tiers. Freshchat (Freddy AI) does not specify the AI models used. My AskAI leverages GPT-4o in Essentials and Pro tiers, and offers GPT-4o, Claude, and Gemini in the Enterprise tier.
API Access
All three platforms provide API access, allowing for custom integrations and extended functionalities.
Conclusion
In summary, while Tawk and Freshchat (Freddy AI) offer robust AI customer support features, My AskAI distinguishes itself with its AI email assistant, extensive content and end-user integrations, and flexible AI model offerings. This makes My AskAI a versatile and comprehensive solution for businesses seeking advanced AI customer support capabilities.
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