A Comprehensive Freddy AI Overview: Features, Automation, and ROI for Enterprises

Learn about Freddy AI by Freshworks—features, automation, pricing, and ROI for B2B support leaders.

By 2025, AI-driven support will handle 40% of customer interactions (Gartner). Today, customer support, sales activities, and repetitive workflow management are getting automated with minimal human involvement. The result? Faster resolution, satisfied customers, and increased staff productivity.

Freddy AI is a Freshworks enterprise-grade AI for automating customer support, sales, and workflows. It provides a suite of AI-powered tools, each with distinct functionalities to empower enterprises to deliver modernized and personalized experiences.

What organizations have achieved with Freddy AI includes a 50% reduction in operational costs, 30-50% automated resolution of repetitive queries, and a boost in customer satisfaction (CSAT) scores.

If your organization is interested in using Freddy AI, this is a comprehensive guide for you. You will learn about its key features, automation mechanism, ROI, and more. By the end, you will have a clearer picture of what to expect by investing in Freshdesk Freddy AI.

What is Freddy AI?

Freddy AI is a suite of generative AI-powered tools developed by Freshworks to enhance productivity and efficiency in customer support and IT service management.

Think of it as a people-first, agentic service platform that helps organizations automate routine support tasks, improve agent productivity, and offer actionable insights for managers.

Freddy AI provides three distinct AI solutions, including:

• Freddy AI Agent: An omnichannel AI agent that handles routine customer support tasks, such as answering FAQs, updating/tracking orders, processing refunds, etc. It interacts with backend systems to deliver fast and automated assistance.
• Freddy AI Copilot: A real-time agent assistant to boost support team productivity. It provides conversation summaries, reply suggestions, sentiment analysis, and smart guidance.
• Freddy AI Insights: An analytics tool that extracts trends and patterns from support data to facilitate data-driven decisions.

Simply put, Freddy AI is a virtual, intelligent workforce that helps deliver personalized customer experiences and optimized operational efficiency.

The core capabilities businesses get with Freddy AI include:

• 24/7 Support & Self-Service Automation: Build and deploy AI customer service chatbots that work 24/7 and handle FAQs, schedule appointments, process orders, etc.
• Copilot Assistance: Real-time agent support with reply suggestions, conversation summaries, article generation, sentiment analysis, etc.
• Omnichannel Support: AI agents operate across communication channels, including chat, voice, email, social media, etc.
• Insights & Analytics: Provide insightful analytics to identify trends and make data-driven decisions.
• Multi-Language Support: Offer multilingual assistance in over 40 languages.
• Corporate Knowledge Training: Train the AI agent with the corporate knowledge base.
• No-Code AI Agent Builder: Freddy AI Agent Studio offers a visual and drag-and-drop interface to build and customize AI agents.
• Intelligent Ticket Routing: Route complex tickets to the right agents for faster escalation of issues.

In short, Freddy AI incorporates all the core features enterprise clients need from an AI agent to lift up their customer-centric services and operational efficiency.

Core Features vs. Business Impact

How Does Freddy AI Automation Work?

Freddy AI assists, automates, and analyzes service interactions across customer support, IT, and broader ESM. Its agentic architecture is a build-up of large language models (LLMs), orchestration tools, and machine learning (ML). This combination makes the AI agent understand requests, perform tasks, and deliver insights in real-time.

Freddy AI also uses enterprise-grade Azure OpenAI models to power its generative AI capabilities. Complementing this, discriminative models deliver customized output for each customer. This dual-model approach enables Freddy AI to move beyond simple query responses to fully resolve service requests and automate workflows.

Let's now closely look at how Freddy AI automation works with all its key technologies:

Request Initiation and Automated Handling (Self-Service)

• A customer query arrives via chat, web form, voice call, or email.
• Freddy's natural language processing (NLP) engine deciphers intent and sentiment.
• Cross-references historical interactions and knowledge base articles to understand context.
• Provide answers using knowledge base content or execute predefined actions.
• Closer tickets automatically after confirmation.

Agent-Assisted Resolution (Copilot Involvement)

• Customer queries requiring human input are routed to support agents.
• Freddy AI Copilot analyzes the conversation in real time, provides reply suggestions, conversation summaries, and more.
• Sentiment analysis highlights customer emotions to prioritize and personalize responses.
• Retrieve relevant knowledge base articles to help agents respond faster and improve customer satisfaction.

End-to-End Task Execution (Freddy AI Agents)

• An AI agent receives a request that requires backend actions, such as order updates, bookings, refunds, etc.
• Collect necessary information through conversation or system data.
• Execute multi-step workflows through interaction with APIs or backend systems.
• Provide real-time updates to the customer.

Post Interaction Analysis (Freddy AI Insights)

• Collect and analyze data from completed interactions.
• Identify common trends in inquiries, root causes, and other valuable data.
• Generate actionable insights for managers to take data-driven decisions.
• Provide a dashboard to monitor KPIs, such as ticket volume, customer sentiment, resolution time, etc.

All of the above are multiple ways Freshdesk Freddy AI delivers automation in different aspects of customer support and service management.

Pro Tips:

• Use the Freddy AI Agent Studio to build and deploy AI agents with no-code workflows.
• Train the AI agent with all your corporate data to increase self-service capabilities.

Freddy AI vs. Competitors

Freshworks Freddy AI is exceptional in its features, but how does that compare to other enterprise players in the market? Let's do a comparison of Freddy AI vs. competitors and see the difference:

Pro Tip: Shortlist the features you want from an AI tool and then pick the best tool that matches your requirements and budget.

Freddy AI Pricing & ROI

Freddy AI pricing is a bit complicated. The Freddy AI Agent is accessible with the Pro and Enterprise plans, while Freddy AI Copilot requires a separate subscription. Besides that, Freddy AI Insights is still in Beta phase and accessible with a Copilot subscription.

The different Freddy AI pricing plans are as follows:

1Growth: $15/agent/month (billed annually)

This plan only provides access to the help desk and ticketing features. You don't get access to any of the Freddy AI solutions.

2Pro: $49/agent/month (billed annually)

This plan provides access to Freddy AI solutions with the following limitations:

• Freddy AI Agents: First 500 sessions included for free. Afterward, $100 per 1,000 sessions.
• Freddy AI Copilot: $29/agent/month billed annually
• Freddy AI Insights (Beta): Requires Copilot subscription

3Enterprise: $49/agent/month (billed annually)

This plan targets enterprises and provides access to custom AI models. However, its limits for Freddy AI are almost identical to the Pro plan, including:

• Freddy AI Agents: First 500 sessions included for free. Afterward, $100 per 1,000 sessions.
• Freddy AI Copilot: $29/agent/month billed annually
• Freddy AI Insights (Beta): Requires Copilot subscription

ROI Calculation with Freddy AI

Let's calculate the monthly and annual costs for using Freddy AI and then link it with potential savings and return on investment (ROI).

Example Scenario

Assume that you purchase the Enterprise plan + Freddy AI Copilot add-on for a 10-agent team.

• Enterprise Plan (10 agents): $79 x 10 = $790 / month (billed annually)
• Freddy AI Copilot Add-on (10 agents): $29 x 10 = $290 / month (billed annually)

Total investment per month: $1,080

Total investment per year: $12,960

Labor Cost Savings

From what we know about Freshworks Freddy AI, it delivers:

• 50% reduction in operational costs.
• Productivity gains equivalent to saving 3 full-time agents for a 10-agent team.
• Improved customer satisfaction with a 25%+ rise in CSAT scores.

Calculating ROI

If each agent costs $4,000 per month (including overhead), the total for 10 agents is $40,000/month. Since Freddy AI automation saves 50% operational costs, it leads to $20,000/month saved.

• Net monthly benefit: $20,000 (savings) – $1,080 (investment) = $18,920
• Annual savings: $18,920 x 12 = $227,040
• ROI: 1,751%

Conclusion

We are heading into an era where AI will handle 70% of support tickets by 2027 (Forrester). Deploying AI tools like Freddy AI is no longer a choice but a necessity to fulfill customer expectations and boost productivity. However, it is important to choose the right AI tool that is top-notch in its intelligent services and exceptional in ROI.

Other than Freddy AI, GPTBots.ai is another top platform to deploy AI solutions for enterprises with expert-guided support and slash costs beyond your projections. Moreover, you get customizable workflows and flexible LLM switching.

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