Freshdesk Omni with Freddy AI
freshworks.comSummary
Ask questionsFreshdesk Omni with Freddy AI is a customer service platform that leverages AI to automate routine customer queries and assist human agents. It provides AI agents for 24/7 support and an AI Copilot that offers real-time summaries, translation, and reply suggestions to improve agent productivity and customer satisfaction.
Features8/14
See allMust Have
2 of 4
Actionable Suggestions
Task Automation
Workflow Observation
Pattern Analysis
Other
6 of 10
Smart Templates Library
Contextual Inline Help
Integration APIs
Team Collaboration
Analytics Dashboard
Privacy Controls
Macro Recording
Onboarding Accelerator
Knowledge Sharing
Non-Intrusive UI
PricingTiered
See allGrowth
- Omnichannel engagement
- Intelligent chatbots
- Robust ticketing across web, SMS, messaging, and email
- Unified conversations (web, SMS, messaging, email)
- Ticketing
- Customer portal and knowledge base
- Team inbox
- Threads and tasks
- Bring your own channel (BYOC)
- Bring your own telephony (BYOT)
- Multilingual conversations
- Analytics and Insights
- Self Service and Ticketing
- Administration and Security
- Extend the power of your service suite
Pro
- Everything in Growth
- Customized support portals
- Custom objects
- Advanced ticketing
- Custom reporting
- Unified conversations (web, SMS, messaging, email)
- Ticketing
- Customer portal and knowledge base
- Team inbox
- Threads and tasks
- Bring your own channel (BYOC)
- Bring your own telephony (BYOT)
- Multilingual conversations
- Analytics and Insights
- Self Service and Ticketing
- Administration and Security
- Extend the power of your service suite
Enterprise
- Everything in Pro
- Audit logs
- Approval workflows
- Skills-based assignments
- Additional security features
- Unified conversations (web, SMS, messaging, email)
- Ticketing
- Customer portal and knowledge base
- Team inbox
- Threads and tasks
- Bring your own channel (BYOC)
- Bring your own telephony (BYOT)
- Multilingual conversations
- Analytics and Insights
- Self Service and Ticketing
- Administration and Security
- Extend the power of your service suite
Rationale
Freshdesk Omni with Freddy AI offers AI-powered solutions for customer service, including AI agents for automated responses and an AI Copilot to assist human agents. While it focuses on customer service workflows rather than general desktop productivity, it demonstrates features like task automation (AI agents handling routine queries), actionable suggestions (AI Copilot suggesting replies, summarizing conversations), and pattern analysis (AI detecting sentiment, identifying gaps for self-improvement). It also has features like integration APIs, team collaboration (sharing workflows), analytics dashboard, and privacy controls. However, it does not explicitly mention 'workflow observation' in the sense of unobtrusively observing on-screen workflows across various applications for general productivity, but rather within the context of customer service interactions. The 'pattern analysis' is also geared towards customer service data rather than general desktop usage patterns.
