What is Freddy AI? A complete guide for 2025

If you’re in the world of customer support, the letters "AI" are probably everywhere you look. It’s pitched as the fix for everything from long wait times to agent burnout. And if your team uses Freshworks, the name that keeps popping up is Freddy AI.

But what is Freddy AI, exactly? This guide will give you a straight, no-nonsense look at what it does, how you get it working, and its rather tricky pricing. By the end, you’ll have a much clearer idea of whether it’s the right move for your team or if a more agile solution might be a better fit.

What is Freddy AI?

Let’s get straight to it. Freddy AI isn’t a standalone app you can just go buy. Think of it as the AI brain that Freshworks has built into its own family of products, especially its helpdesk tool, Freshdesk, and its ITSM platform, Freshservice.

Its features are generally bundled into three main jobs: AI Agents for your customers, an AI Copilot for your support team, and AI Insights for managers. Because it’s made by Freshworks for Freshworks, it’s tied very closely to their products. This can be great if you’re already fully committed to their platform, but it’s something to think about if you’re not.

The three pillars of Freddy AI: Breaking down its capabilities

To really get what Freddy AI is about, you have to look at its three main parts. Each one is designed for a different person: your customer, your agent, and your admin.

The Freddy AI agent: Autonomous customer resolutions

This is the part of Freddy AI that talks directly to your customers. It’s designed to handle all the common questions and simple tasks on its own, any time of day.

It can pull answers from your knowledge base for frequently asked questions and even do things like track an order, process a return, or update a customer’s details. It does this by connecting to other systems you use, like Shopify. Freshworks gives you a no-code tool called the "AI Agent Studio" to help you build out these automated flows.

The catch? It works best when it’s fed information from inside the Freshworks ecosystem. This can feel a bit restrictive if your team’s knowledge is spread out. A more flexible tool, like eesel AI, works differently. It connects to your current helpdesk, whether that’s Zendesk, Intercom, or even Freshdesk itself, and pulls knowledge from all over, like Google Docs or Confluence, so you don’t have to move a thing.

The Freddy AI copilot: Agent assistance

The Copilot is like a helpful sidekick for your human agents, working right inside their Freshdesk workspace. Its whole purpose is to help your team work faster and smarter.

It can draft reply suggestions based on similar past tickets and articles from your knowledge base, summarize long ticket threads so agents can get the gist quickly, and even read the customer’s sentiment to help your team know which issues need immediate attention.

The only snag is that the Copilot is mostly learning from data that already lives inside Freshdesk. In contrast, eesel AI’s Copilot takes a broader view. It looks at everything, your helpdesk tickets, internal wikis, Google Docs, you name it. This gives it a much deeper understanding of your business, which means it can offer up more relevant and accurate suggestions right from the start.

An illustration of an AI Copilot suggesting a response within a helpdesk, showing what Freddy AI's alternative is in action.

Freddy AI insights: Analytics and trends

This last piece is for the managers and admins. It automatically sifts through all your support data to spot patterns and trends you might otherwise miss. For example, it can flag recurring issues that might signal a larger product bug or point out weird spikes in ticket volume.

Here’s a quick rundown of the three pillars:

Component	Primary User	Key Function
Freddy AI Agent	Customers	Autonomous, 24/7 support for routine queries and actions.
Freddy AI Copilot	Support Agents	Real-time assistance with reply drafting, summaries, and context.
Freddy AI Insights	Managers/Admins	Proactive analysis of support data to identify trends and issues.

This video provides a great overview of what Freddy AI is and how its AI Agent works to enhance customer experiences.

How easy is implementation and getting started?

A tool can have all the features in the world, but if it’s a pain to set up, it’s not much help. This is where Freddy AI’s tight integration with Freshworks can create some headaches compared to more modern, plug-and-play platforms.

The setup process for admins

Getting Freddy AI up and running isn’t a one-click affair. Based on Freshworks’ own guides, it’s a bit of a journey for admins:

1. Buy the Licenses: First, you have to find the "Plans & Billing" section of your account and purchase the AI features as add-ons. They don’t come included out of the box.

2. Assign the Roles: Once you’ve paid, the features aren’t automatically available. You then have to go into your "Team" settings and manually give each agent a role like "Freddy Copilot User."

3. Turn on the Features: Finally, you have to track down the Freddy configuration page and flip the switches for the specific AI features you want to use.

This whole process feels a little clunky, right? It’s a stark contrast to a tool like eesel AI, which is built to be self-serve. You can connect your helpdesk, point it to your knowledge sources, and have it working in minutes, no need to dig through billing pages or manually assign roles one by one.

Training and knowledge sources

Freddy AI learns mostly from your Freshdesk knowledge base and past tickets. While it can connect to other apps, its brain is pretty much wired into the Freshworks platform.

This is where you can feel a bit fenced in. If your team’s most important, up-to-the-minute info is in Notion, Google Docs, or a SharePoint folder, you’re stuck in a loop of trying to sync everything back into Freshworks. This is a perfect example of where a tool that unifies knowledge really shines. eesel connects to all your sources from the get-go, so your AI is always working with the most current information, wherever it happens to be.

This infographic shows how a flexible AI, unlike one confined to a single ecosystem, can unify knowledge from various sources like Google Docs, Confluence, and Zendesk. This helps clarify Freddy AI's main limitation.

Testing and deployment

And this is a big one. You can build your AI agent in Freshworks, but confidently testing it before it goes live to customers isn’t really a standout feature. You’re often left to launch it and cross your fingers.

That’s a massive risk for any support team. It’s why something like eesel AI’s simulation mode is so useful. It lets you test your AI on thousands of your past tickets in a safe, sandbox environment. You can see exactly how it would have replied, get solid forecasts on how many issues it could resolve, and find gaps in your knowledge base, all before a single customer ever speaks to it. It lets you build, test, and launch feeling good about the outcome.

A screenshot of an AI simulation mode, a feature that helps teams understand what Freddy AI is lacking in terms of risk-free deployment.

Pricing and plans

Alright, let’s talk about the price tag. This is important for any team, and Freddy AI’s pricing has a few layers that can make it confusing to predict your monthly bill.

Freshdesk plans with access

To even get your hands on Freddy AI, you need to be on one of Freshworks’ more expensive plans:

• Pro Plan: $49 per agent, per month (when billed annually).

• Enterprise Plan: $79 per agent, per month (when billed annually).

Both of these plans come with your first 500 "sessions" with the AI Agent for free. After you use those up, the costs kick in.

Add-on costs and session limits

Here’s where it gets a bit tangled. The AI features aren’t all baked into the plan price.

• Freddy AI Copilot: The features that help your agents are a required add-on. This will set you back an extra $29 per agent, per month.

• Freddy AI Agent Sessions: Once you’ve used your 500 free sessions, you’re charged $100 for every 1,000 sessions. A "session" is just a single interaction with a customer, which makes your costs swing wildly depending on the month.

The challenge of unpredictable costs

The biggest headache with this model is the lack of predictability. If you have a busy month and ticket volume spikes, your bill could be way higher than you expected. You’re essentially paying more when your customers need you most, which feels backwards.

This is a totally different way of thinking from eesel AI’s pricing. Our plans are straightforward, transparent, and come with a generous amount of AI interactions. We never charge you based on sessions or resolutions, so your bill is always predictable and doesn’t penalize you for growing. You can even start with a monthly plan and cancel anytime, so you’re not locked into a long contract.

A screenshot of a simple, transparent pricing page, which contrasts with the complex, session-based model that makes it hard to budget for what Freddy AI is.

Is Freddy AI the right choice for you?

So, what’s the final verdict on Freddy AI?

Look, Freddy AI is a serious tool for companies that are all-in on the Freshworks world. If your team practically lives in Freshdesk, it can be a decent option, even with its complexities and costs.

But for a lot of teams, those downsides are hard to ignore. The multi-step setup is a hassle, the "walled garden" approach to knowledge just isn’t flexible enough, and the pricing model can make budgeting a real guessing game.

For teams who value flexibility, simplicity, and a predictable bill, eesel AI is the clear alternative. It’s built on a simple idea: your AI should bend to fit your workflow, not the other way around.

With eesel AI, you get:

• A setup that’s actually fast: You’re up and running in minutes, not months, because it connects to the tools you already love.

• Full control and risk-free testing: You can tweak how your AI behaves and use the simulation mode to launch with confidence.

• Transparent and predictable pricing: No surprise fees or complicated session counting. Just simple plans that make budgeting easy.

If you’re looking for an AI partner that plays nice with your existing setup, you should see what a different approach feels like. Try eesel AI for free or book a demo to see it in action.