AI customer support agent features & capabilities compared: Zendesk AI vs. Freshchat (Freddy AI)
Zendesk AI and Freshchat (Freddy AI) are prominent AI customer support platforms designed to streamline customer interactions and deflect support tickets through automation. Zendesk AI offers a comprehensive suite of features, including human handover, analytics and insights, an AI email assistant, and email lead capture, priced at $495 per 1,000 tickets or chats. The pricing is tiered based on the features included, catering to varying business needs and scales.
In comparison, Freshchat's Freddy AI also provides essential features such as human handover, analytics and insights, and email lead capture, but lacks an AI email assistant. Freshchat's pricing is more segmented with multiple usage tiers: Free, Growth, Pro, and Enterprise, with prices starting at $105 per 1,000 tickets or chats. Each tier offers a different quota of bot sessions per month, allowing businesses to choose a plan that aligns with their interaction volume and budget.
Both platforms are equipped to handle customer support efficiently, but Zendesk AI positions itself at a higher price point with a more extensive feature set, whereas Freshchat (Freddy AI) offers a more budget-friendly and tiered approach.
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Full breakdown: All available features and pricing
| Feature | Zendesk 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 | $495 | $105 | $99 |
| Usage Tiers | Based on features | 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 | Yes | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Zendesk AI pricing page | Freshchat (Freddy AI) pricing page | My AskAI pricing page |
| Content Limits | TBC | 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 | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Help Center | 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) | Zendesk AI 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 | Yes | 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 | GPT-4o | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Zendesk AI vs. Freshchat (Freddy AI) vs. My AskAI
AI Customer Support Features
All three platforms, Zendesk AI, Freshchat (Freddy AI), and My AskAI, offer robust AI customer support features aimed at deflecting support tickets. Each platform integrates AI functionalities to enhance customer interactions and streamline support processes.
AI Features for Support Agents
Zendesk AI, Freshchat (Freddy AI), and My AskAI all provide AI features tailored for support agents. These features help agents manage customer inquiries more efficiently, providing them with relevant information and suggested responses.
Pricing
Zendesk AI is priced at $495 per 1,000 tickets/chats, which is significantly higher than Freshchat (Freddy AI) at $105 and My AskAI at $99. This makes My AskAI the most cost-effective option among the three for handling large volumes of tickets or chats.
Usage Tiers
Zendesk AI's pricing is based on features, while Freshchat (Freddy AI) offers multiple tiers: Free, Growth, Pro, and Enterprise, with varying bot session limits. My AskAI also provides tiered plans: Essentials, Pro, and Enterprise, with the Pro and Enterprise plans offering unlimited conversations and additional features.
Human Handover
All three platforms support human handover, ensuring a seamless transition from AI to human agents when necessary. This feature is crucial for addressing complex customer issues that require human intervention.
Conversation Analytics/Insights
Zendesk AI, Freshchat (Freddy AI), and My AskAI all offer conversation analytics and insights. These tools help organizations understand customer interactions better and optimize their support strategies.
AI Email Assistant
Zendesk AI and My AskAI include an AI email assistant, a feature that Freshchat (Freddy AI) lacks. This assistant can help automate and streamline email responses, enhancing overall efficiency.
Email Lead Capture
All three platforms support email lead capture, allowing businesses to gather potential customer information through email interactions.
Content Limits
While Zendesk AI and Freshchat (Freddy AI) have unspecified content limits, My AskAI offers unlimited webpages and documents across all its plans, with automatic updates, providing a significant advantage in content management.
Number of Chatbots/Agents
Zendesk AI and Freshchat (Freddy AI) typically support one chatbot or agent. My AskAI, however, offers more flexibility with its Pro and Enterprise plans, supporting unlimited chatbots and agents.
Hosted Help Centre
Zendesk AI and Freshchat (Freddy AI) include a hosted help center, whereas My AskAI does not. This feature can be beneficial for providing customers with self-service options and knowledge base access.
Chatbot Flow Builder
Zendesk AI and Freshchat (Freddy AI) both come with a chatbot flow builder, enabling users to design and customize chatbot interactions. My AskAI does not offer this feature, focusing instead on robust integrations and content management.
Integrations (Content/Knowledge)
My AskAI excels in content and knowledge integrations, supporting a wide range of platforms, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce. Zendesk AI and Freshchat (Freddy AI) offer more limited integration options.
Integrations (End Users)
My AskAI provides extensive end-user integrations, including website integration, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter. This makes it highly versatile compared to Zendesk AI and Freshchat (Freddy AI).
Compliance
All three platforms are GDPR compliant. Zendesk AI and Freshchat (Freddy AI) are also SOC-2 compliant, whereas My AskAI does not have SOC-2 compliance.
Support
Support options vary across the platforms. Freshchat (Freddy AI) offers email, chat, community, and knowledge base support across its plans. My AskAI provides web and email support for Essentials, with priority web, email, video support for Pro, and Slack and a success manager for Enterprise. Zendesk AI's support details are not specified.
AI Models Available
Both Zendesk AI and My AskAI use the GPT-4o model, with My AskAI also offering Claude and Gemini models for its Enterprise plan. Freshchat (Freddy AI) does not specify the AI models it uses.
API Access
All three platforms offer API access, allowing for further customization and integration with other tools and systems.
Conclusion
My AskAI stands out for its competitive pricing, extensive integrations, and flexible conversation limits. While Zendesk AI and Freshchat (Freddy AI) offer robust features, My AskAI provides a cost-effective and versatile solution for AI customer support needs.
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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?”
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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"
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