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Freshchat vs IBM Watson Assistant

Freshchat logo

Freshchat

Software

Modern messaging for customer engagement

From
Free
Rated
-
Full reviewWebsite
IBM Watson Assistant logo

IBM Watson Assistant

Software

IBM's enterprise AI platform for conversational experiences

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshchat the free plan covers up to 10 agents and omits social messengers, SMS and reporting; IBM Watson Assistant listed on UK G-Cloud 14 at £112 per instance per month, submitted directly by IBM United Kingdom Limited for IBM watsonx Assistant
  • They diverge on capability: Freshchat covers Live chat, IBM Watson Assistant covers NLU engine.

Where they differ

Only the attributes on which Freshchat and IBM Watson Assistant actually diverge.

Attributes where Freshchat and IBM Watson Assistant differ
AttributeFreshchatIBM Watson Assistant
PlatformsWeb, Ios, AndroidWeb, Mobile, Messaging, Voice, Contact centers
Founded20101911

Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshchat

  • Live chat
  • Chatbots
  • Campaigns
  • WhatsApp
  • Instagram
  • Apple Business Chat
  • Freshdesk
  • Freshsales

Only in IBM Watson Assistant

  • NLU engine
  • Dialogue management
  • Integration with Watson services
  • Multi-language
  • Teams
  • Salesforce
  • SAP
  • Mobile support

Both cover

  • Slack
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Freshchat

  • Live chat on a website or in an appnot IBM Watson Assistant
  • Shared inbox across chat, email and social messengersnot IBM Watson Assistant
  • Chatbot deflection before a conversation reaches an agentnot IBM Watson Assistant
  • Routing conversations by skill or language on the higher tiersnot IBM Watson Assistant

IBM Watson Assistant

  • Customer engagementnot Freshchat
  • Lead generationnot Freshchat
  • Customer supportnot Freshchat
  • Sales automationnot Freshchat

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshchat

  • The free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • Reporting and social channels need Growth at $19 per agent per month billed annually
  • Intelligent routing, multilingual support and custom dashboards require Pro at $49 per agent per month
  • Skill-based routing, audit logs and IP whitelisting are Enterprise only at $79 per agent per month
  • Freddy AI is charged on top of the seat price, at $49 per 100 agent sessions and $29 per agent per month for Copilot

IBM Watson Assistant

  • Listed on UK G-Cloud 14 at £112 per instance per month, submitted directly by IBM United Kingdom Limited for IBM watsonx Assistant

Pricing, plan by plan

Freshchat

Free
  • FreeFree
    • 100 contacts
    • Chatbot
    • Inbox views
  • Growth$19/month
    • 2000 contacts
    • WhatsApp
    • Instagram
  • Pro$49/month
    • 5000 contacts
    • Auto-resolve
    • Advanced routing
  • Enterprise$79/month
    • Unlimited contacts
    • Custom bots
    • User authentication

IBM Watson Assistant

Free
  • FreeFree
    • Basic chatbot
    • Limited interactions
  • Plus$140/month
    • Unlimited interactions
    • Advanced features
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Which should you pick?

Choose Freshchat if

  • You need live chat.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want chatbots.
Freshchat review

Choose IBM Watson Assistant if

  • You need nlu engine.
  • You want to start without paying.
  • You work on Web, Mobile, Messaging, Voice, Contact centers.
  • You also want dialogue management.
IBM Watson Assistant review

Questions people ask

Is Freshchat or IBM Watson Assistant better?
Neither clearly leads. Freshchat starts at Free and IBM Watson Assistant at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshchat or IBM Watson Assistant?
Freshchat starts at Free and IBM Watson Assistant at Free.
Does Freshchat or IBM Watson Assistant run on more platforms?
Freshchat runs on Web, Ios, Android. IBM Watson Assistant runs on Web, Mobile, Messaging, Voice, Contact centers.
Can I use Freshchat for free?
Both have a free tier, so you can try either at no cost before committing.
What is Freshchat best used for?
Freshchat is most often used for live chat on a website or in an app, shared inbox across chat, email and social messengers, chatbot deflection before a conversation reaches an agent, routing conversations by skill or language on the higher tiers. Of those, live chat on a website or in an app and shared inbox across chat, email and social messengers are not what IBM Watson Assistant is typically brought in for.
What can Freshchat do that IBM Watson Assistant cannot?
Freshchat covers Live chat, Chatbots, Campaigns, WhatsApp. IBM Watson Assistant covers NLU engine, Dialogue management, Integration with Watson services, Multi-language. Both handle Slack, Web support.
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Related pages

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