Freddy AI: A complete guide to Freshworks' AI assistant in 2026

Freddy AI is Freshworks' AI-powered assistant platform designed to help customer support, IT, and sales teams work more efficiently. Integrated across Freshdesk, Freshservice, and Freshsales CRM, it handles everything from autonomous ticket resolution to real-time agent assistance.

But is it the right fit for your team? Let's break down what Freddy AI actually does, how much it costs, and how it compares to alternatives.

What is Freddy AI?

Freddy AI isn't a standalone product. It's an AI layer built into the Freshworks ecosystem, designed to augment human agents rather than replace them. Freshworks positions it as "People-first AI" that works alongside your team.

The platform has three core components:

• Freddy AI Agent handles customer-facing conversations autonomously across email, chat, WhatsApp, and social channels
• Freddy AI Copilot assists human agents with drafting replies, summarizing tickets, and analyzing sentiment
• Freddy AI Insights provides analytics and reporting to help leaders spot trends and improve operations

Unlike some AI tools that require months of training and configuration, Freshworks claims Freddy AI can "go live in minutes" with pre-built workflows and no-code setup. The system learns from your existing knowledge base, past tickets, and help center articles to understand your business context.

Here's the short version: if you're already using Freshdesk, Freshservice, or Freshsales, Freddy AI is the native AI upgrade. If you're not in the Freshworks ecosystem, you'll need to migrate to use it.

How Freddy AI works

Freddy AI operates on a simple premise: connect your existing Freshworks account, enable the features you want, and let the system learn from your data.

For the AI Agent component, you get access to pre-built "Vertical AI Agents" that come with 50+ agentic workflows for common scenarios. These include order tracking, refund processing, subscription changes, and appointment rescheduling. The agents integrate directly with Shopify, Stripe, PayPal, FedEx, and other tools to take real actions, not just provide answers.

The AI Copilot works inside the agent workspace, offering suggestions as agents handle tickets. It can draft replies, rephrase responses for better tone, summarize long conversations, and even detect when a customer is saying "thank you" to prevent unnecessary ticket reopens.

What makes Freddy AI different from basic chatbots is its omnichannel capability. The same AI agent can handle conversations consistently across email, webchat, WhatsApp, Facebook Messenger, and Instagram without dropping context. A customer can start a conversation on chat and continue via email without repeating themselves.

The system also supports 60+ languages, making it viable for global support operations. And for teams that need custom solutions, the AI Agent Studio (available with Freshdesk Omni) provides a no-code builder to create specialized agents.

Freddy AI key features

Freddy AI Agent

The autonomous customer-facing component is where Freddy AI aims to deliver the most value. Freshworks claims it can resolve up to 80% of customer queries without human intervention, with an average conversational resolution time of under two minutes.

The agent doesn't just answer questions. It takes actions. When a customer asks "Where's my order?" the AI retrieves live shipping status from backend systems. When they need to reschedule an appointment, it checks availability and updates the booking. When they want to process a return, it handles the exchange request and schedules pickup.

These capabilities come from pre-built integrations with e-commerce platforms, payment processors, and logistics providers. The 50+ vertical workflows cover common use cases across retail, SaaS, travel, and other industries.

For email specifically, the Email AI Agent reads incoming tickets, understands the request, responds with the right solution, and auto-resolves when appropriate. This is particularly valuable for high-volume support teams handling repetitive inquiries.

Freddy AI Copilot

While the AI Agent handles frontline deflection, the Copilot makes human agents more productive. Freshworks claims a 60% productivity increase for agents using these features.

The Writing Assistant helps agents expand short notes into full responses, rephrase for better tone, and draft emails from scratch. The Reply Suggester analyzes incoming tickets and recommends responses based on your solution articles and past replies.

For complex tickets, the Summary Generator creates concise overviews for handoffs or escalation. The Sentiment Analysis feature scores customer emotions in real-time, helping agents prioritize frustrated customers.

Other notable Copilot features include:

• Solution Article Generator creates knowledge base content from common queries
• Auto Triage recommends priority, group, and status for incoming tickets
• Live Translate enables real-time multilingual communication
• Thank You Detector prevents ticket reopens on courtesy replies

When you purchase at least one Copilot license, Freddy AI Insights becomes available at the account level for all agents. This gives leaders visibility into adoption and utilization.

Freddy AI Insights

The analytics component turns conversation data into actionable intelligence. It automatically detects trends, flags issues early, and provides conversational analytics that let you query your data using natural language.

For example, you can ask "What are the top issues this week?" and get an immediate analysis without building custom reports. The system also identifies knowledge gaps where your help center is missing articles.

Freddy AI pricing breakdown

Understanding Freddy AI pricing requires looking at both the base platform and the AI add-ons. Here's the complete breakdown:

Freshdesk base plans (required)

Source: Freshdesk Pricing

Freddy AI add-ons

Source: Freddy AI Add-ons

Important pricing details:

A "session" is any unique interaction between an end-user and an AI agent within a 24-hour period. For email AI agents, every AI response counts as one session. This means costs can scale quickly if you have high ticket volume.

New customers receive 500 complimentary sessions with Growth, Pro, or Enterprise plans (one-time offer). After that, you'll need to purchase session packs. Auto-recharge is available when your sessions fall below 50.

To use Copilot, you need at least the Pro plan. So the minimum cost for a single agent with Copilot is $49 + $29 = $78 per month (billed annually).

Freshservice pricing (for IT teams)

The Enterprise plan includes 1,200 sessions per agent per year.

Source: Freshservice Pricing

Freddy AI vs. eesel AI: Which is right for you?

If you're evaluating AI support solutions, you might be wondering how Freddy AI compares to alternatives. Let's look at eesel AI as a flexible option.

Freddy AI is best for teams already committed to Freshworks. The deep integration with Freshdesk, Freshservice, and Freshsales means seamless data flow and unified reporting. If your entire support operation runs on Freshdesk, adding Freddy AI is the path of least resistance.

The pre-built vertical workflows are also valuable if your use cases match the templates. E-commerce companies using Shopify will find ready-made workflows for order tracking and refunds.

We take a different approach at eesel AI. Instead of being tied to one platform, we work across multiple help desks including Zendesk, Freshdesk, Intercom, Gorgias, Jira, and ServiceNow. This matters if you have multiple brands on different platforms or if you want the flexibility to switch help desks without losing your AI investment.

Our teammate model is another key difference. With eesel AI, you don't just configure settings. You hire an AI teammate that starts with guidance (drafting replies for review) and levels up to full autonomy as it proves itself. This progressive approach lets you verify quality before expanding scope.

Control happens through plain-English instructions rather than complex configuration. You can write "Always escalate billing disputes to a human" or "For VIP customers, CC the account manager" and our AI follows those rules.

Pricing is also structured differently. We use a per-interaction model ($239-$639/month for plans with 1,000-3,000 interactions) with no per-seat fees. For teams with many agents handling variable ticket volumes, this can be more predictable than per-agent pricing.

Bottom line? Choose Freddy AI if you're all-in on Freshworks and want native integration. Consider eesel AI if you want platform flexibility, a gradual path to autonomy, or work across multiple help desk tools.

Getting started with Freddy AI

Implementation follows a straightforward process:

1. Purchase appropriate add-ons through your Freshworks admin panel under Plans and Billing
2. Assign the Freddy AI Copilot role to agents who need access (you can do this individually or in bulk)
3. Enable features from Admin > Freddy by toggling the switches for desired capabilities
4. Set up AI Agent Studio if you're on Freshdesk Omni and want custom agents
5. Configure knowledge sources so Freddy can learn from your help center, solution articles, and past tickets

Freshworks claims you can "go live in minutes," and technically that's true for basic Copilot features. The AI starts offering suggestions as soon as it has access to your ticket data.

However, for the AI Agent to be effective, you'll want to invest time in preparing your knowledge base, defining escalation rules, and testing workflows. The 500 complimentary sessions give you room to experiment before committing to ongoing session purchases.

For teams wanting to validate quality before going live, you can run the AI in draft mode where it suggests responses but doesn't send them. This lets you verify accuracy against real tickets.

Is Freddy AI worth it?

Whether Freddy AI delivers value depends on your specific situation.

It makes sense if:

• You're already using Freshdesk, Freshservice, or Freshsales and want native AI capabilities
• Your use cases align with the pre-built vertical workflows
• You need omnichannel support across email, chat, WhatsApp, and social
• You have the ticket volume to justify the per-agent pricing model
• Your team can benefit from the claimed 60% productivity boost and 80% resolution rate

Think twice if:

• You're not already in the Freshworks ecosystem (migration costs add up)
• You need AI support across multiple help desk platforms
• Your ticket volume is unpredictable (session-based pricing can fluctuate)
• You want AI Agent Studio but aren't on Freshdesk Omni
• You prefer a gradual, test-and-learn approach to AI autonomy

The performance claims are impressive: under two minutes average resolution time, up to 80% autonomous resolution, and 60% agent productivity increase. These numbers come from Freshworks' own marketing materials, so treat them as best-case scenarios rather than guarantees.

What's clear is that Freddy AI is a serious platform, not a bolted-on chatbot. The enterprise security certifications (SOC 2, ISO IEC, Cyber Essentials) and Freddy AI Trust framework show Freshworks is building for regulated industries.

Choosing the right AI support solution for your team

Selecting an AI support tool comes down to understanding your current infrastructure and how you want to deploy AI.

If you're deeply invested in Freshworks with multiple products and teams, Freddy AI offers tight integration and a unified experience. The pre-built workflows can accelerate time-to-value, especially for common e-commerce and SaaS use cases.

If you value flexibility across platforms, want to start with AI assistance before moving to full autonomy, or prefer plain-English control over complex configuration, we believe eesel AI deserves consideration.

Our teammate model, where you hire an AI that learns your business and levels up from drafting to autonomous support, offers a different path to the same destination: less repetitive work for your team and faster resolutions for your customers.

Whichever direction you choose, the key is starting with a clear understanding of what you want AI to handle, how you'll measure success, and what level of risk you're comfortable with as you hand off customer interactions to automated systems.

Ready to explore an AI teammate that works across your existing tools? Try eesel AI free or book a demo to see how it compares to Freddy AI for your specific needs.