Freddy AI is Freshworks’ in-suite AI add-on — useful inside Freshservice/Freshdesk, and unavailable anywhere else. Auralis ships the same outcomes for any helpdesk, without a Freshworks dependency.
Speak to an AI Expert →Freddy AI only works if you run Freshworks. Auralis is helpdesk-agnostic — Freshworks, Zendesk, Salesforce, ServiceNow — delivered as outcomes.
The biggest gaps between Auralis and Freddy AI (Freshworks) — on the things that actually affect support outcomes.
Works with every major helpdesk.
Freshworks only (Freshservice / Freshdesk).
Full deflection + assist + audit + knowledge stack.
Bot + agent assist features inside the suite.
Auralis owns deflection, AHT, FRT, CSAT KPIs.
Your team enables features, monitors performance.
Capabilities cited from each vendor's public site as of this week.
| Capability | ✦ Auralis | Freddy AI (Freshworks) |
|---|---|---|
| Positioning | Outcomes shipped across any helpdesk. | AI add-on inside Freshworks suite. |
| Helpdesk lock-in | None. | Freshworks only. |
| Time to first deflection | Days from kick-off. | Toggle is fast; meaningful tuning takes weeks. |
| Who builds the workflows | Auralis. | Your Freshworks admins, in Freddy + Flow Designer. |
| Channels | Chat, email, voice (Answer in beta). | Freshworks channels. |
| Optimization cadence | Weekly tuning by Auralis. Locked KPIs. | Your team monitors Freddy Insights. |
| Pricing model | Flat managed fee. Public calculator. | Per-agent Freddy add-on on top of Freshworks plan. |
| Sweet-spot customer size | 5–200 support agents. $5M–$500M revenue. | Existing Freshworks customers. |
| Proof metrics | ~60% deflection · ~30% AHT · ~35% FRT · ~10% CSAT · 15+ hrs/agent/wk | Freshworks-published Freddy benchmarks. |
| Knowledge source | Auralis-curated Knowledge Center. | Your Freshworks knowledge base. |
| Voice readiness | Beta (Answer). | Available in Freshcaller / Freshdesk Contact Center. |
| Implementation | Done-for-you, 10-day playbook. | Self-service feature enablement; tuning + measurement on you. |
| Best fit if you want… | Outcomes, fast, on any helpdesk. | An in-suite AI experience inside Freshworks. |
| Best avoided if you want… | Tight, single-platform Freshworks workflows. | AI outcomes that span helpdesks or scale beyond Freshworks’ AI tier. |
Three patterns from customers who moved from Freddy AI (Freshworks) to Auralis.
From sign-off to first deflection in two weeks. Auralis runs every step.
Straight answers to what enterprise buyers ask when comparing options.
Freddy AI sells you a platform or feature set. Auralis sells you outcomes — our team configures, tunes, and reports against your KPIs. You spend zero time learning a new ops platform.
Most Auralis customers are live in 10–14 days using the playbook above. We own every step.
~60% ticket deflection in repetitive categories, ~30% AHT reduction, ~35% faster first response, ~10% CSAT lift, and 15+ hours saved per agent per week. All numbers validated against the GrowthOS cohort.
Auralis does. We hold the weekly review, surface KB gaps, propose policy changes, and report against your locked KPIs. Freddy AI expects your team to do this work.
Auralis pricing is published as a calculator and quoted on the first call. Freddy AI runs a sales-led process. Auralis is materially less expensive at the mid-market support team size (5–200 agents).
Yes. We deploy Auralis on a slice of categories or a percentage of traffic first. You keep Freddy AI running on the rest until you’re confident. Cutover is non-disruptive.
Yes — first-class. Auralis integrates with Freshservice and Freshdesk. You keep your existing Freshworks plan; Auralis is the AI + managed-service layer.
Customers fully committed to Freshworks long-term, on the right plan tier, with internal team to monitor and tune. If you want outcomes managed for you — or you might leave Freshworks — Auralis is built for that case.
Your tickets, your KB, your stack — live in the session. Walk away with a written 10-day go-live plan and a quantified ROI model, whether you book or not.
Speak to an AI Expert →