Customer service AI that resolves tickets instantly, 24/7.
What is Freshdesk AI?
Freshdesk AI is a conversational AI platform developed by Freshworks, a publicly-traded SaaS company founded in Chennai, India, and now headquartered in San Mateo, California. The product leverages a combination of proprietary machine learning models and integrations with large language models (LLMs) like those from OpenAI to automate and enhance customer support interactions. Its core capabilities include intelligent ticket categorization, automated response suggestions, and self-service bot interactions that deflect common inquiries. The platform is designed primarily for customer support teams across mid-market and enterprise businesses, aiming to streamline workflows within the existing Freshdesk ticketing system. By integrating directly into the agent’s workspace, it reduces resolution times and handles routine queries, allowing human agents to focus on complex issues. According to a Freshworks technical overview, this integration aims to improve operational efficiency and customer satisfaction metrics. For teams evaluating similar tools, a comparative analysis of support automation platforms can be found at https://ai-plaza.io/ai/support-automation-software.
Key Findings
- Ticket Summarization: Condenses lengthy customer emails into concise summaries for faster agent response times daily.
- Automated Categorization: Intelligently routes incoming support tickets to the most appropriate agent or team instantly.
- Sentiment Analysis: Detects customer frustration or satisfaction in real-time to prioritize and personalize agent responses effectively.
- Instant Reply Suggestions: Provides agents with context-aware, professional response drafts to accelerate resolution and maintain consistency.
- Knowledge Base Activation: Surfaces relevant help articles directly to agents within the ticket interface for quick reference.
- Customer Self-Service: Empowers users to find answers independently via an AI-powered, conversational chatbot available always.
- Workflow Automation: Triggers specific actions like escalations or notifications based on customizable, intelligent ticket rules automatically.
- Performance Analytics: Delivers actionable insights into support team efficiency and customer satisfaction trends with clear reports.
- Proactive Support: Identifies and alerts teams to potential issues from customer conversations before they escalate further.
- Omnichannel Integration: Unifies customer interactions from email, chat, phone, and social media into a single, smart dashboard.
Who is it for?
Customer Support
- Automated ticket tagging
- Craft instant, personalized replies
- Summarize long complaint threads
- Predict high-priority issues
- Maintain knowledge base articles
Office Administrator
- Generate meeting summaries
- Manage shared inbox inquiries
- Onboard new employees faster
- Process internal feedback forms
- Automate FAQ responses
Retail Store Manager
- Analyze customer feedback
- Handle after-hours queries
- Create support tickets from chats
- Monitor service quality
- Manage peak season inquiries
Pricing
Growth @ $19/agent/month
- Ticketing, customer portal, reports and more
- Ideal for small businesses
- Billed annually
Pro @ $55/agent/month
- Everything in Growth plus customized support portals
- Advanced ticketing, custom reporting, different routing mechanisms
- Most popular plan
- Billed annually
Enterprise @ $89/agent/month
- Everything in Pro plus audit logs, approval workflows
- Skills-based assignments, additional security features
- Billed annually