Let's be honest, nobody enjoys spending their day buried in dashboards trying to figure out why customer satisfaction is dipping. The hope is that AI can do the heavy lifting for us, pointing out problems before they spiral. Freshworks has its own answer for this with Freddy AI.
This guide is a straightforward look at the Freddy AI Insights add-on. We’ll get into what it does, untangle its pretty confusing pricing model, and talk about where it falls short. We’ll also see how it compares to newer AI platforms that are built to work with all the tools your team already uses, not just one.
What is the Freddy AI Insights add-on?
First things first, Freddy AI Insights is Freshworks' built-in analytics tool. It’s designed to give service desk managers and team leads a clearer picture of their support operations. The main idea is to help you keep an eye on performance, spot trends, and figure out the root cause of issues like missed SLAs or unhappy customers.
It tries to make data analysis less of a chore, so you don't need a degree in data science to understand what’s going on. Here's a quick rundown of what it promises:
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It keeps an eye on things for you: The tool scans your helpdesk metrics to flag any unusual changes, like a sudden spike in ticket volume or a slow creep in resolution times.
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It helps you dig into the 'why': When a metric goes off track, Freddy Insights tries to tell you why. For instance, it might show you that 80% of your recent SLA violations are all coming from "Hardware" related tickets.
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It visualizes the data: You’ll see charts and simple text summaries that aim to make all that data easier to digest.
It's good to remember that Freddy AI Insights is just one part of the broader Freddy AI suite, which also includes tools for self-service and agent assistance. It’s built to live exclusively inside the Freshworks world, working with products like Freshdesk and Freshservice.
Key features of the Freddy AI Insights add-on
Freddy AI Insights is all about turning raw service data into something you can actually use. It’s focused on helping managers spot and diagnose problems in their support workflows.
Getting a heads-up on trends
The big selling point here is that the tool points out important changes automatically. This saves managers from having to build manual reports just to find out something’s wrong. You might get an alert that your team’s average resolution time is climbing, giving you a chance to look into it before CSAT scores take a hit.
Getting an alert is helpful, but you're still finding out about a problem after it’s already started. The real win is preventing the problem in the first place. This is where a platform like eesel AI thinks a bit differently. By learning from all your company knowledge, not just your helpdesk tickets, it helps agents find the right answer instantly. This resolves issues on the first try, which can stop resolution times from spiking to begin with.
Finding the root cause
This feature is supposed to help you pinpoint the real reason behind an issue. For example, if a manager sees a jump in SLA violations, Freddy might point to a specific agent group or ticket category that's getting swamped. It even uses a tree map visualization to highlight the main culprits.
It's a decent diagnostic tool, but it has a huge blind spot: it can only see what’s inside Freshworks. If the real problem is a gap in your documentation over in Confluence or an outdated process written up in a Google Doc, Freddy Insights will be completely unaware. That’s a pretty serious limitation. In contrast, eesel AI was built to connect all those scattered sources. It helps you not only see the "what" but also fix the "why" by identifying knowledge gaps and even drafting new articles to fill them.
What the Freddy AI Insights add-on actually tracks
Freddy AI Insights keeps tabs on a specific set of metrics to generate its insights. It’s watching your:
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Survey Score: It looks for trends, spikes, drops, and outliers.
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Total Incoming Tickets: It watches for the same patterns and can break them down by category.
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Resolution SLA Violated Tickets: It can tell you which ticket categories or agents are involved in the majority of violations and tracks spikes or trends.
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Average Resolution Time: It keeps an eye out for trends, spikes, falls, and outliers here too.
Pricing for the Freddy AI Insights add-on
When you’re looking at a new tool, you want clear, predictable pricing. This is where things with Freddy AI start to feel a bit like a maze.
First off, you can't just buy Freddy AI Insights by itself. It's an Freddy AI Insights add-on that you can only get if you also buy another add-on: Freddy Copilot.
Here’s how the math works out:
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You need a qualifying plan: To even be in the running, you have to be on a Freshdesk Pro plan ($49 per agent/month) or an Enterprise plan ($79 per agent/month).
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You have to buy the Copilot add-on: On top of that base plan, you need to buy the Freddy Copilot add-on. That’ll set you back another $29 per agent, per month (if you pay annually).
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The total cost adds up fast: So, the real cost to get Freddy Insights is your base plan plus $29 for every single agent on your team. This per-seat model gets very expensive as your team grows, basically penalizing you for scaling.
This is where the cost and complexity can become a real headache. It's a big change from the more transparent approach you see with platforms like eesel AI.
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Predictable cost based on use: eesel AI’s plans are based on how many AI interactions you have each month, not how many agents are on your team. This means you aren’t punished for hiring more support staff.
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No hidden extras: All of eesel AI's products (AI Agent, Copilot, Triage, and Chatbot) are rolled into one simple plan. You pay one flat rate for a certain number of interactions, with no surprise add-on fees.
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Flexibility: eesel AI also offers month-to-month plans you can cancel anytime, which is a nice change of pace from competitors who often try to lock you into annual contracts.
