Your complete guide to finding the best Freshdesk AI assistant

Let’s be honest, working in customer support right now is tough. Ticket queues are getting longer, customers expect answers yesterday, and budgets are always tight. It feels like you’re constantly trying to do more with less.

AI is a fantastic solution to help manage this. It's a way to automate the repetitive stuff and give your team some breathing room to focus on the tricky problems. As platforms like Freshdesk introduce their own built-in AI, you might wonder how to best utilize these tools.

While using the AI that comes with your helpdesk is incredibly convenient, it's also worth exploring how to expand its capabilities to see all the knowledge spread across your company. This guide will give you a detailed look at Freshdesk's native AI, Freddy. We'll walk through what it does, its tiered pricing models, and how it fits into your workflow. More importantly, we'll show you what to look for in a truly effective Freshdesk AI assistant that can genuinely boost your support by working alongside your existing Freshdesk environment.

What is a Freshdesk AI assistant?

So, what are we even talking about here? In the simplest terms, a Freshdesk AI assistant is a tool that works inside your existing Freshdesk setup to make your support operations run smoother and faster. Think of it as a digital teammate who’s always on, ready to help your agents and customers 24/7.

Its main job is to tackle a few key areas. First, it handles all those repetitive, easy-to-answer questions that clog up your inbox, like "Where's my package?" or "How do I reset my password?" The AI can fire back an instant, accurate answer, resolving the ticket quickly.

For the more complicated issues that do require a human touch, the AI acts as a sidekick for your agent. It can summarize ticket histories, draft on-brand replies, and find the right answer buried in your knowledge bases. This helps your team respond faster and with more confidence.

Finally, it can automate admin work such as tagging tickets correctly, routing them to the right person, or prioritizing customers who need immediate attention. The whole point of a Freshdesk AI assistant is to make your team more efficient and give customers a high-quality experience.

Freddy AI: A closer look at Freshdesk's native AI

When you start looking into AI for Freshdesk, you'll immediately run into Freddy AI. That's the brand name for all the built-in AI and automation features Freshdesk offers. Freddy is a sophisticated tool designed to be both a customer-facing bot and a helpful internal resource for your team.

What can Freddy AI do?

Freddy AI is split into a few different parts, each doing a specific job.

• AI Agent: This is the part of Freddy that talks directly to customers. It’s set up to automatically answer common questions that come in through email or chat by pulling answers from your knowledge base to resolve tickets efficiently.

• AI Copilot: This feature is for your human agents, working right beside them in the ticket view. It’s designed to help them be more productive by summarizing long, complex ticket threads, suggesting replies, translating conversations, and adjusting the tone of messages.

• AI for admins: Freddy also has some tools to help with the management side of things. It can route tickets to the right person based on skills or availability. It also uses sentiment analysis to flag tickets that need priority and can detect simple replies to close tickets that don't need further action.

This video provides a tutorial on how Freddy AI by Freshdesk can be used as a Freshdesk AI assistant to enhance customer service productivity and efficiency.

Understanding the Freddy AI pricing model

Freddy AI offers various plans to suit different business needs. Because it is a mature and comprehensive platform, the pricing is structured to reflect the value of its many features.

The pricing is broken into tiered models to match your team's size and usage:

• Per-agent fees: The Freddy AI Copilot, the tool that helps your agents, has a fixed monthly cost for the agents using it.

• Per-interaction fees: The Freddy AI Agent, the bot that talks to customers, is priced based on "sessions," which allows you to pay based on the volume of customer interactions you handle.

This structure allows businesses to choose the level of AI support that best fits their current operations and scale as they grow.

Feature	Plan Requirement	Cost	Billing Model
Freddy AI Copilot	Pro or Enterprise	$29/agent/month	Per Agent
Freddy AI Agent	Pro or Enterprise	$100 per 1,000 sessions	Per Interaction
Freddy AI Insights	Pro or Enterprise	Requires at least one Copilot license	Included with Copilot (Beta)

Key capabilities your Freshdesk AI assistant must have

While a built-in tool like Freddy AI is a strong place to start, you might find that adding a complementary Freshdesk AI assistant provides even more flexibility. Here’s what you should look for when considering integrated AI solutions.

Seamless integration without replacing your helpdesk

You want an AI tool that works perfectly with your current setup. The best AI assistants are built to plug right into the tools you’re already comfortable with, especially Freshdesk.

Look for a tool like eesel AI that offers a simple, one-click integration. You should be able to connect your helpdesk and be up and running in a matter of minutes, ensuring your team can continue using the Freshdesk platform they know and love.

The ability to learn from all knowledge sources

While native AI is excellent at reading help center articles, some teams have knowledge scattered across the rest of their company. A complementary AI can help bridge these gaps.

A smart AI can learn from every place your team keeps information, including:

• Your support history: The AI can pick up on your brand's voice by looking at past successful resolutions.

• Internal wikis: If your team uses Confluence or Notion, the AI can access those resources.

• Shared documents: It should be able to pull information from Google Docs and other files.

• Internal chat: Problem-solving that happens in Slack can also be a source of learning for your AI.

When your AI has access to all this information, it can provide highly detailed and specific answers within your Freshdesk workflow.

Full control over automation and workflows

A modern Freshdesk AI assistant should let you decide exactly which kinds of tickets get automated. You might start with simple "how-to" questions while your human team handles more complex interactions.

You should also be able to set the AI's personality and create custom actions. For instance, you could set up an action that lets the AI check an order status in Shopify. Tools like eesel AI offer a customizable workflow builder that complements Freshdesk's native features.

A safe way to test and roll out your AI

Launching AI is a big step, and a simulation mode can help you feel confident. The best tools let you run the AI on your past tickets in a safe environment. You can see how it would have performed and find any gaps in your knowledge base before it ever interacts with a live customer.

Why a truly integrated Freshdesk AI assistant is a smarter choice

An integrated solution is designed to work alongside Freshdesk to enhance your support team's capabilities even further.

Connect all your knowledge An integrated AI assistant brings all your scattered knowledge together. For example, eesel AI can learn from your past Freshdesk tickets to maintain your brand voice and connects to over 100 other sources like Confluence and Google Docs. This ensures that the AI's answers are always relevant and comprehensive.

Maintain total control With a tool like eesel AI, you can use a prompt editor to define exactly how your AI should act within the Freshdesk ecosystem. You decide what it can answer and when it should pass a ticket to a human agent, allowing you to scale your automation at your own pace.

Launch with confidence The simulation mode in eesel AI gives you a preview of how the AI will perform using your own historical data. This allows you to forecast your results and address any knowledge gaps before going live, ensuring a smooth experience for your customers.

Enjoy predictable pricing In addition to Freshdesk's tiered models, platforms like eesel AI offer simple, clear plans that can provide an alternative for teams looking for different billing structures. This gives you more options to find a plan that fits your budget perfectly.

Give your team the right Freshdesk AI assistant

Freshdesk's Freddy AI is a powerful and convenient choice for support automation, providing a mature set of features that help thousands of companies. It is a reliable foundation for any support team.

The best Freshdesk AI assistant is one that enhances this foundation. It's an assistant that learns from all your business knowledge, gives you full control, and lets you test with confidence. By combining Freshdesk's industry-leading platform with complementary AI tools, you can create a support experience that is truly world-class.

If you're ready for a Freshdesk AI assistant that you can set up in minutes, connects to all your tools, and offers predictable pricing, give eesel AI a try today. You can run a simulation on your own tickets and see the potential impact for yourself, completely free.