Freddy AI Agent: first 500 sessions included per plan, then $49/100 sessions; Copilot only on Pro/Enterprise; MCP action caps per plan; model-agnostic routing ('continuously evaluates and selects the best-performing model'). No accuracy limitations stated.
Freshworks CRM support article notes some AI suggesters run only in US data centres for IND/MEC/AUS customers (https://crmsupport.freshworks.com/support/solutions/articles/50000011796-data-processing-for-similar-tickets-and-canned-responses) - applies to Freshworks CRM features, not confirmed for Freshdesk.
Fit and decision conditions
Less suitable when
Less relevant if you do not use Freshworks: Freddy is sold as part of its products.
ETHORITY analysis
Use case
A software company on Freshdesk lets Freddy answer password-reset questions and gives its 12 agents the copilot for drafting replies.
Scenario
Prerequisites
A Freshdesk plan; Copilot is listed for the Pro and Enterprise plans.
Cost grows with the number of AI sessions above the included 500 and with Copilot seats; the definition of a “session” decides the bill.
ETHORITY analysis
Decision conditions
Publishes prices for its AI units — as do Genesys, Intercom and Salesforce among the 12 Customer Service offers in this batch — which makes budgeting easier; value depends on sessions beyond the included 500.
ETHORITY analysis
Technical foundations
AI layer of Freshworks products (here: Freshdesk). Freddy AI Agent serves customers; Freddy AI Copilot supports staff.
Additional AI Agent sessions $49 per 100; Copilot $29 per agent per month; base plans billed annually: Growth $19, Pro $55, Enterprise $89 per agent per month. USD as shown; effective date not stated.
AWS (primary hosting; regions US, EU, AUS, IND, ME); Microsoft Corporation ('models derived from Microsoft Azure OpenAI', US/EU/IND/AUS); Google LLC ('AI computing services using Anthropic Models', Vertex, US/EU). Freddy uses 'a mix of proprietary models, fine-tuned open-source models, and commercial LLMs'.
Sub-processor list effective 30 Sept 2026. Model mix quote from https://www.freshworks.com/platform/ai-capability/.
Retention and deletion
Backups: 'Cloud snapshots are taken every day and retained for the last seven days.' No customer-data deletion period or AI retention stated on reviewed pages.
Article dated around 2020 and refers to Freddy Self-service, not current Freddy AI Agent by name; may be outdated.
Questions for the provider
Ask the provider whether your data is used to train models and which consent controls apply.
Ask the provider for applicable certificates and attestations, including their scope and validity.
Ask the provider which retention and deletion terms apply, including when the contract ends.
Cost per accepted outcome
Editable hypothetical example · not provider pricing or measured performance. Use this monthly worksheet to test your own quote and quality assumptions.
/ accepted outcome
accepted outcomes / month
5,000 tasks × 80% = 4,000 accepted outcomes per month. Higher entered costs raise unit cost; more accepted outcomes spread the same cost over more results.
Formula: entered monthly costs ÷ (monthly tasks × acceptance % ÷ 100). The numerator includes only the costs you enter. Add applicable licence, usage, integration, human review and rework costs yourself; this is not automatically a fully loaded estimate or a vendor billing model. Capacity released is not realized financial value.
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