Maybe you’ve heard the buzz about AI tools for customer support, and you’re curious if they can really make a difference. If you’re using Freshdesk (or thinking about it), you’ve probably come across their Freddy AI offering. At a glance, Freddy AI seems like it could help with routine tasks, language challenges, and handling big volumes of tickets. But is it truly a good fit for your team’s day-to-day work—or will it leave you wanting more?
In this article, we’ll unpack what Freddy AI brings to the table, point out where it might fall short, and introduce an alternative that could feel more practical for your needs. If you’re feeling the crunch to do more with less, keep reading. You’ll walk away with a clearer picture of whether Freddy AI is the right call and if not, what else is out there.
What features Freddy AI has to offer
Freddy AI sits inside the Freshdesk ecosystem, aiming to help your team get to resolutions faster. Its toolkit includes a range of features that tackle basic tasks, guide your agents through replies, and provide insights into what customers are talking about.
Automated ticket summaries
Instead of having your team sift through every message manually, Freddy AI can create short summaries of conversations. Agents spend less time catching up and more time solving problems. This feature covers everything from email threads to chat logs, making it easier for agents to understand a ticket at a glance.
Solution article generation
Freddy AI can draft solution articles based on what it learns from conversations. This might help you keep your knowledge base fresh without relying on your team to manually create documentation every time a new question pops up.
Rephrasing and tone adjustments
Not every agent has the same writing style, and sometimes a message needs a softer (or firmer) tone. Freddy AI can suggest rephrased responses or slightly adjust the tone to fit your brand voice. It won’t give you a brand-new personality, but it might help keep things consistent.
Sentiment analysis
If you’ve ever tried to gauge how frustrated or happy a customer might be through text alone, you know it’s not always obvious. Freddy AI attempts to pick up on these cues. When it senses a customer might be upset, agents can respond more thoughtfully, hopefully turning a shaky situation around.
Translation support
If you serve customers who speak different languages, Freddy AI’s translation abilities can help bridge the communication gap. It’s not perfect, but it could spare you the cost and complexity of juggling separate language support tools.
Where Freddy AI has limits
Freddy AI sounds promising, but no tool is flawless. Before you commit, it’s important to know where it might not live up to your expectations.
Pricing concerns
Freddy AI’s advanced capabilities come at a price. The Freddy Copilot add-on starts at $29 per agent per month (annual plan), and that can add up quickly. If you’re a small company or working with a lean budget, these costs might feel tough to justify.
Limited customization
While Freddy AI gives you some handy features, it doesn’t always let you mold them to your exact needs. If your customer inquiries are highly specialized or you want more control over how the AI behaves, you might find Freddy’s “one-size-fits-most” approach a bit restrictive.
Setup issues
AI tools often need careful training, and Freddy is no exception. Getting it to understand your products, tone, and workflows can take time. If your team already feels stretched thin, you might not love the idea of a lengthy ramp-up period.
Complex issues
Freddy AI handles common and simple issues fairly well. But if you deal with nuanced questions or complicated policies that require human judgment, the AI might stumble. Complex tickets may still need a human brain, which can limit the impact of the tool.
Reliant on clean data
If your knowledge base or documentation is out-of-date or scattered across different platforms, Freddy AI might give incomplete or inaccurate suggestions. Basically, “garbage in, garbage out” still applies. Without solid information to draw from, the AI won’t shine as brightly.
The alternative: eesel AI
If Freddy AI’s price tag, setup complexity, or limited flexibility doesn’t feel like the right match for your team, you’re not out of options. eesel AI is another AI tool that works alongside help desks, including Freshdesk. It’s worth considering, especially if you need something easier to customize without a hefty monthly bill.
More flexible setup
Not every support team follows the same script, and eesel AI understands that. You can tailor how it learns from your documents, FAQs, or internal guides. Instead of wrestling with strict rules, you shape eesel AI to fit your environment. It’s a difference you’ll feel when your agents spend less time correcting the AI and more time actually helping customers.
Friendlier pricing
If budget has been a roadblock with Freddy AI, eesel AI’s model might feel like a relief. Instead of charging per agent, eesel AI uses a pay-per-interaction model. You only pay for the AI usage you actually need—no guessing at costs, no inflated bills. It’s a more approachable structure that suits growing teams and established companies keeping an eye on spending.
Faster onboarding
Teams appreciate tools that don’t take weeks to get the hang of. With eesel AI, setup is pretty straightforward. Your agents can hit the ground running without a steep learning curve. This means less downtime and fewer frustrated team members wondering how to make the AI work for them.
Better with complex or varied questions
Maybe your team deals with technical issues, policy-heavy questions, or a wide range of scenarios. eesel AI can adapt more easily, making it better suited for those trickier inquiries. Instead of hitting a wall with complex tickets, you might see the AI handling them more naturally.
Ready to explore something better?
Freddy AI has its merits, especially if you’re already invested in Freshdesk and you only need basic help. But if its costs, constraints, or complexity make you hesitate, consider trying eesel AI.
Whether you’re handling a few dozen tickets a month or thousands, eesel AI can be shaped to your exact needs. You gain more control over how your AI behaves, and you won’t need to break the bank for advanced features. It’s about finding a tool that fits your team’s unique rhythm, not forcing your workflow to match an AI’s limitations.
If you’re ready to see what eesel AI can do, you can sign up for a free trial (no payment details required!) or reach out to us at hi@eesel.app. After all, the best AI tool isn’t just the one with the most features; it’s the one that genuinely makes your work easier every day.
