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SIDE-BY-SIDE · 2 OF 3
Two platforms.
Same questions.
Freshdesk Freddy AI
CRM & CONTENT OPERATIONS
PROMPT
Freshworks customers own all support data, customer information, and knowledge base content. Freddy AI processes this for support automation.
OUTPUT
Customers own all AI-generated responses and insights. Freshworks does not assert IP over Freddy outputs.
TRAINING
Freshworks' ToS explicitly grants Freshworks a non-exclusive, worldwide, royalty-free right to process Customer Data solely to the extent necessary to provide, maintain, and improve the Freshworks Technology. The privacy policy separately states that usage data may be used to train algorithms and improve services, and that voice-related features may use content to train speech recognition. No specific AI training opt-out for customer data identified in enterprise ToS; improvement use is part of the standard agreement.
COMMERCIAL
Commercial use is fully permitted as part of the Freshdesk customer support platform.
163 verified findings across the displayed surfaces.
Microsoft 365 Copilot
WORKFLOW & AUTOMATION
PROMPT
Microsoft does not claim ownership of customer prompts or inputs. Customer data remains customer property under Microsoft's data governance framework.
OUTPUT
Microsoft doesn't claim ownership of the output of the service. Outputs are treated as customer data.
TRAINING
Microsoft does not use M365 Copilot customer content to train foundation models. The Microsoft Privacy Statement (March 2026) states for enterprise Copilot: 'Microsoft 365 Copilot...provides enterprise-grade data protection' and 'will use the content in your files only when you ask it to perform a specific action on that specific content.' General Microsoft AI statement covers manual review of automated method outputs for improving accuracy, but enterprise Copilot data is explicitly protected.
COMMERCIAL
Microsoft 365 Copilot is available as an enterprise add-on. Commercial use of all outputs is permitted.
433 verified findings across the displayed surfaces.
Empty Comparison Slot
AIRIN SUMMARY
Freshdesk Freddy AI carries highly permissive license terms; Microsoft 365 Copilot carries highly permissive license terms.FOR ENTERPRISE: FRESHDESK FREDDY AI NOT RECOMMENDED · MICROSOFT 365 COPILOT NOT RECOMMENDED
↳ Compliance surfaces · side by side
⚡ INTERACTIVE RISK COMPARISON HEATMAP
| RISK SURFACE | FRESHDESK FREDDY AI | MICROSOFT 365 COPILOT |
|---|---|---|
| PPrompt Ownership | ||
| OOutput Ownership | ||
| TModel Training | ||
| CCommercial Use | ||
| DData Privacy | ||
| $Tier Differences |
* Click any cell in the heatmap matrix to scroll directly to its verbatim policy citations below.
📂 Intellectual Property & Model Training
P
SURFACE 01
Prompt Ownership
Freshdesk Freddy AI
MEDHIGH
Freshworks customers own all support data, customer information, and knowledge base content. Freddy AI processes this for support automation.
“a. Ownership Rights. Customer Data is Customer’s Confidential Information. Customer and its licensors retain all rights, title, and interest in and to the Customer Data and all of Customer’s Confidential Information provided under this Agreement, and Freshworks obtains no rights…”
Microsoft 365 Copilot
MEDHIGH
Microsoft does not claim ownership of customer prompts or inputs. Customer data remains customer property under Microsoft's data governance framework.
“ a. When you share Your Content with other people, you understand that they may be able to, on a worldwide basis, use, save, record, reproduce, broadcast, transmit, share and display Your Content for the purpose that you made Your Content available on the Services without compens…”
O
SURFACE 02
Output Ownership
Freshdesk Freddy AI
HIGH
Customers own all AI-generated responses and insights. Freshworks does not assert IP over Freddy outputs.
No citation available
Microsoft 365 Copilot
HIGH
Microsoft doesn't claim ownership of the output of the service. Outputs are treated as customer data.
No citation available
T
SURFACE 03
Model Training
Freshdesk Freddy AI
MED⚠ CAUTIONHIGH
Freshworks' ToS explicitly grants Freshworks a non-exclusive, worldwide, royalty-free right to process Customer Data solely to the extent necessary to provide, maintain, and improve the Freshworks Technology. The privacy policy separately states that usage data may be used to train algorithms and improve services, and that voice-related features may use content to train speech recognition. No specific AI training opt-out for customer data identified in enterprise ToS; improvement use is part of the standard agreement.
“For Freshcaller users only: your calls will be recorded, subject to the consent of both parties to the call, and this recording will be used for product improvement, including to train our applications to better recognize human speech.”
Call recordings are explicitly used for training speech recognition models. Consent is required from both parties, but the scope of 'product improvement' training is broad.
Microsoft 365 Copilot
MED⚠ CAUTIONHIGH
Microsoft does not use M365 Copilot customer content to train foundation models. The Microsoft Privacy Statement (March 2026) states for enterprise Copilot: 'Microsoft 365 Copilot...provides enterprise-grade data protection' and 'will use the content in your files only when you ask it to perform a specific action on that specific content.' General Microsoft AI statement covers manual review of automated method outputs for improving accuracy, but enterprise Copilot data is explicitly protected.
“ Microsoft will only use your Microsoft Copilot conversations to monitor performance, troubleshoot problems, diagnose bugs, prevent abuse, and to provide and improve Microsoft Copilot. In certain markets, we use conversation data to train the generative AI models in Copilot, unle…”
C
SURFACE 04
Commercial Use
Freshdesk Freddy AI
MED⚠ CAUTIONHIGH
Commercial use is fully permitted as part of the Freshdesk customer support platform.
“ c. Use Restrictions . Customer agrees not to use the Freshworks Technology: (i) to process data on behalf of any third party other than Customer’s Users and End Users; (ii) in violation of applicable laws; (iii) to store or transmit any content that infringes upon any third part…”
Microsoft 365 Copilot
MED⚠ CAUTIONHIGH
Microsoft 365 Copilot is available as an enterprise add-on. Commercial use of all outputs is permitted.
“ b. The software is licensed, not sold, and Microsoft reserves all rights to the software not expressly granted by Microsoft, whether by implication, estoppel, or otherwise. This license does not give you any right to, and you may not: ”
📂 Data Privacy & Governance
D
SURFACE 05
Data Privacy
Freshdesk Freddy AI
MED⚠ CAUTIONHIGH
Enterprise customers covered by separate DPA (https://www.freshworks.com/data-processing-addendum/) providing enhanced data governance. Free trial data deleted after trial end. Enterprise: Customer Data exported or deleted within 14 days of account closure (3-month max retention for operational needs).
“We determine the retention period for each of the categories of personal information listed above based on (1) the length of time we need to retain the information to achieve the business or commercial purpose for which it was obtained, (2) any legal or regulatory requirements ap…”
Retention periods are not specified; instead, a multi-factor discretionary framework is used. Data could be retained indefinitely under 'internal operational needs' or anticipated litigation grounds.
Microsoft 365 Copilot
MED⚠ CAUTIONHIGH
Enterprise/commercial M365 Copilot provides strong data protection — content not used for training, enterprise-grade compliance. Consumer Microsoft products (Bing, Cortana, etc.) have broader licenses. Bing Places grants a 'worldwide, royalty-free license to use, reproduce, save, modify, aggregate, promote, transmit, display, and distribute your Data and Your Content...and sub-license any or all of the foregoing rights to third parties.'
“Microsoft does not use what you say in email, human-to-human chat, video calls, or voice mail, or your documents, photos, or other personal files to target ads to you. We use data we collect through our interactions with you, through some of our first-party products, services, ap…”
While communications content is excluded, behavioral interaction data from first- and third-party properties is used for ad targeting, including via automated processes.
$
SURFACE 06
Tier Differences
Freshdesk Freddy AI
HIGH
Enterprise customers covered by separate DPA (https://www.freshworks.com/data-processing-addendum/) providing enhanced data governance. Free trial data deleted after trial end. Enterprise: Customer Data exported or deleted within 14 days of account closure (3-month max retention for operational needs).
No citation available
Microsoft 365 Copilot
HIGH
Enterprise/commercial M365 Copilot provides strong data protection — content not used for training, enterprise-grade compliance. Consumer Microsoft products (Bing, Cortana, etc.) have broader licenses. Bing Places grants a 'worldwide, royalty-free license to use, reproduce, save, modify, aggregate, promote, transmit, display, and distribute your Data and Your Content...and sub-license any or all of the foregoing rights to third parties.'
No citation available