What Is Freshworks AI and How Much Does It Cost?

What is Freshworks AI, and is it the same as Freddy AI?

Freshworks AI is the product family, and Freddy AI is the name Freshworks uses for its AI features. Those features do different jobs: an AI Agent handles automated support interactions, Copilot helps a human agent work through a ticket, and Freshservice AI Insights is listed as a separate capability.

Freshworks Support says the Freddy AI Agent add-on provides access to AI Agent Studio for automated customer support. Its description of Copilot focuses on response drafting, ticket summaries, and solution articles. The distinction matters when comparing plans: an agent that replies to a user is not the same tool as an assistant that helps a support representative compose a reply.

Freshworks describes its Freshservice Agent Studio as a way to build, deploy, govern, and improve agents grounded in Freshservice data and workflows. It names the service catalog, CMDB, and enterprise knowledge as possible context, and lists service portals, Microsoft Teams, and Slack as supported channels. Freshworks also promotes pre-built IT and HR agents and a library of 30+ workflows for common service requests; availability and fit should be checked against the chosen plan and setup.

What is the difference between Freddy AI Agent and Freddy AI Copilot?

Freddy AI Agent serves the user directly through automated support, while Freddy AI Copilot assists a human agent with ticket work. The first is an automation capability; the second is an agent-assist add-on.

Freshworks Support describes Copilot features such as drafting responses, summarizing tickets, and surfacing solution articles. These functions can shorten the work of reading and composing, but they do not make Copilot the customer-facing responder. An AI Agent, by contrast, is intended to address customer requests, and the Freshservice Agent Studio description includes taking actions across workflows.

For Freshservice, Freshworks frames Agent Studio around requests handled in context and actions across service workflows. That makes workflow testing as important as answer quality: a correct response and a correct action are separate checks. For either product, define which requests belong to automation and which need a person before turning the feature on for broad use.

How much does Freshworks AI cost, and how are AI sessions counted?

Freshworks pricing separates per-agent monthly Copilot charges from AI Agent session charges. The prices below are annual-billing rates shown on the supplied Freshworks pricing pages, so confirm current pricing, billing terms, and eligibility before purchase.

Freshdesk and Freshdesk Omni list 500 one-time Agent sessions on each of their named plans. Both pages list additional sessions at $49 per 100, and Copilot at $29 per agent per month on Pro and Enterprise. Freshworks says Copilot can be assigned to any number of agents, so a team can license a subset rather than every seat.

A session is a time window, not necessarily one reply. The Freshdesk pricing page defines an email session as a 72-hour window from the customer’s first email, with all AI responses in that window counting as one session. Freshdesk Omni defines chat sessions over 24 hours and email sessions over 72 hours. Freshservice Enterprise lists 1,200 Freddy AI Agent (Classic) sessions per year per license, with a session defined as one unique user’s interactions within a 24-hour period. These definitions differ by product and channel.

Which Freshdesk or Freshservice plans include Freddy AI?

Freshdesk Growth, Pro, and Enterprise each include 500 one-time Freddy AI Agent sessions, while Freshservice lists different AI inclusions by tier. The Freshdesk Omni page lists the same 500-session allowance for Growth, Pro, and Enterprise, but the displayed plan prices are different from Freshdesk’s.

Freshworks lists Freshservice annual-billing prices of $19 per agent per month for Starter, $49 for Growth, and $99 for Pro; Enterprise is custom-priced. Its pricing page lists Freddy AI Agent (Classic) and Freddy AI Insights as included with Enterprise, alongside 1,200 Classic Agent sessions per license per year. Copilot is listed as a $29-per-agent-per-month add-on on Pro and Enterprise.

Freshworks Support says Email AI Agent is available in Freshdesk and Freshdesk Omni, while Chat AI Agent is available only in Freshdesk Omni. This is a meaningful distinction for teams choosing a channel: an allowance of sessions does not mean every plan supports every channel. Compare the current pricing page and product details for the exact plan, channel, billing arrangement, and add-on before estimating cost.

Setup should be treated as a controlled workflow, not a switch. First, choose a narrow set of common requests and make sure the knowledge the agent can draw on is accurate. Then map the actions it may take, select intended channels, and test answers and actions against representative cases. Freshservice Agent Studio describes a lifecycle of building, testing, deploying, monitoring, and improving; those stages also make a useful sequence for pre-launch review.

Before rollout, test at least three types of request: a clear question with a known answer, a request that requires a workflow action, and a difficult or out-of-scope question that should reach a person. Check whether the response is grounded in approved information, whether the action is correct, and whether the handoff gives a human enough context. The supplied sources do not state a universal escalation rule, so teams need to verify their own configuration rather than assume a default threshold.

Keep early use cases bounded. Repeated questions with stable answers and well-defined service requests are easier to evaluate than complex tickets with uncertain facts or several dependent actions. A small test set can expose weak knowledge, channel gaps, and mistaken actions before those problems reach a wider group of customers or employees.

For a separate pre-publication check on AI-generated web content, see How Do I Check an AI-Generated Website for Accessibility Before Publishing?