Freshdesk Freddy AI alternatives for a small team with AWS infra

We're a small dev team using Freshdesk. Their Freddy AI features are okay, but we're already deep in AWS for everything else (EC2, RDS). The pricing for Freddy on top of our Freshdesk plan is making me look around.

I need a basic comparison. Are there good AI alternatives for support ticket automation that play nice with AWS? I'm thinking about things like auto-categorization, suggested replies, and maybe deflection to a knowledge base. Security questionnaires are a big deal for us, so anything that helps there is a plus.

I'm still learning the vendor landscape. What should I be asking these vendors about? Key contract terms? How to measure if the deflection actually works without hurting CSAT?