Customer Experience AI Agent agents
Supported Supported Partial support Supported Supported
Freshworks
4.4(501 G2 reviews)San Mateo, USAFounded 2010
Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channels like WhatsApp, Instagram, and iMessage. Freshchat also offers native AI-powered chatbots that can be easily built with a no-code builder, which helps businesses provide personalized self-service at scale. With Freshchat's journey builder and ready-made playbooks, businesses can stay ahead of their customer's needs and support them proactively whenever necessary. Freshchat also provides a comprehensive view of the customer's conversation history and other relevant information, making agents more productive and enabling them to provide personalized experiences.
Overall scoreFive points for every passed standard task. Missing or failed tasks earn zero. This result was evaluated on Aug 5, 2026.
105points
21/46 tasks passed
G2 task evaluationScores based on G2's standardized task evaluation, separate from buyer reviews.
Accuracy72
Policy compliance70
G2 buyer reviewsAggregate scores reported by verified G2 reviewers. These do not affect the task-based Overall Score.
Ease of use91
Quality of support87
Estimated autonomyA sourced estimate of how independently the agent can plan and complete work on the L1–L5 scale.
Where this agent sits on the L1–L5 autonomy scale.
L3-L4
L1L2L3L4L5
Skills
The five shared skills reviewed for products in this category.
Case Routing & Escalation
Grounded Answers
Policy Compliance
Refunds & Billing
Performance claims
Vendor-reportedResolve up to 80% of queries on chat, messaging apps, and email
Frontier skillsEmerging agent capabilities explicitly documented in reviewed product sources.
End-to-end reschedules and refunds executed in chatyes
What G2 reviewers say
AI-generated Pros and Cons based on aggregate themes from verified G2 buyer reviews, not individual review quotes.AI-generated from verified G2 buyer reviews.
Pros
Reviewers frequently mention the clean, intuitive interface, the ability to manage conversations across multiple channels from a single dashboard, and the AI-powered chatbots that handle routine questions, reducing the workload on support agents.
Cons
Reviewers experienced limitations with advanced customization, basic reporting and analytics compared to competitors, inconsistent mobile app experience, occasional notification delays leading to missed messages, and performance issues during peak volumes.