Comparison
Aurion.AI vs Freshservice Freddy AI
Freddy AI handles chat in Freshservice. Aurion.AI answers phone calls. They are complementary — not competing — tools covering different support channels.
Feature Comparison
| Capability | Aurion.AI | Freddy AI |
|---|---|---|
| Voice AI (phone calls) | Twilio SIP + LiveKit | Chat and email only |
| Chat support | WebRTC voice widget (browser) | Chat widget, Slack, Teams |
| Voice latency | < 1 second end-to-end | N/A |
| ITSM platforms | Freshservice + HaloITSM (multi-ITSM) | Freshservice only |
| Session limits | Starter: 200 min/mo, Pro: 1,000 min/mo | ~1,200 sessions/year (100/mo) |
| Languages (voice) | 6 with neural voice + auto-detection | N/A (chat: text translation) |
| Caller authentication | Voice 2-factor (name + badge) | Portal login / SSO |
| KB search | Real-time voice search during live call | Chat-based KB suggestions |
| ITSM tool depth | 31 MCP tools across 6 domains | Ticket triage, KB, agent assist |
| Pricing model | Standalone: Free / EUR 199 / EUR 499 | Bundled add-on (~EUR 29-35/agent/mo) |
| Vendor independence | Works with any supported ITSM | Freshservice only |
| Call recording | AES256 encrypted, S3 storage | N/A |
| EU-hosted | AWS Paris, GDPR-ready | US, EU, India, Australia options |
| Mobile app | iOS & Android app with voice calls, tickets, push notifications | Freshservice mobile app (no AI voice) |
Key Differences
1. Voice vs Chat: Two Channels, Two Problems
Freddy answers chat in the Freshservice portal, Slack, or Teams. Aurion.AI answers phone calls. When an employee dials IT, Aurion.AI picks up, authenticates, searches KB, creates tickets, and resolves — all in spoken conversation. These tools address different channels.
2. Session Limits vs Voice Minutes
Freddy Copilot includes ~1,200 sessions/year (100/month). Aurion.AI Starter includes 200 voice minutes/month (~50-65 calls). Pro includes 1,000 minutes (~250-330 calls). Overage at EUR 0.05/min — no session caps, no throttling.
3. Freshservice-Only vs Multi-ITSM
Freddy only works with Freshservice. If your organization migrates ITSM platforms, Freddy stays behind. Aurion.AI supports Freshservice and HaloITSM today, with open MCP architecture for adding providers. For MSPs managing multiple ITSM platforms, this flexibility matters.
4. Purpose-Built Voice Authentication
Freddy inherits authentication from the portal login. Phone callers have no pre-authenticated session. Aurion.AI uses voice-based 2-factor: caller speaks name + badge ID, fuzzy name matching (80% threshold), bcrypt verification, 3-attempt lockout, full audit trail.
Better Together: Aurion.AI + Freddy
You probably do not need to switch from Freddy. You may need to add Aurion.AI alongside it.
Keep Freddy for chat
Self-service portal, Slack/Teams, agent assist, and ticket triage stay with Freddy.
Add Aurion.AI for voice
Phone calls, after-hours coverage, multilingual voice support via SIP trunk + WebRTC.
Same Freshservice instance
Aurion.AI reads the same KB, creates tickets in the same system. No duplicate data.
Start with a free evaluation
25 minutes free. Make test calls against your Freshservice. No disruption to Freddy.
FAQ
Can I use Aurion.AI and Freddy AI together?
Yes, and this is the recommended approach. Freddy handles chat (self-service portal, Slack, Teams). Aurion.AI handles phone calls. Both connect to the same Freshservice instance. Tickets and KB articles are shared.
Freddy AI is included with my Freshservice plan. Why pay extra?
Freddy basics are included, but Copilot is a paid add-on with session limits. More importantly, Freddy is chat-only. If employees call IT (40%+ of requests come by phone), those calls are unautomated. Aurion.AI at EUR 199/mo vs the fully-loaded cost of one L1 agent: EUR 35,000-50,000/year.
Does Aurion.AI replace Freshservice?
No. Aurion.AI integrates with Freshservice. It reads KB articles, creates tickets, and checks assets in your existing Freshservice instance. You keep your setup and add Aurion.AI as the voice channel.
What if we migrate away from Freshservice?
Aurion.AI also supports HaloITSM, and the open MCP architecture supports adding ITSM providers. If you migrate, Aurion.AI moves with you. Freddy, being a Freshworks product, does not.
Does Aurion.AI have agent assist features?
Aurion.AI focuses on the caller-facing voice experience. It does not provide agent assist features for human agents in the Freshservice UI. Freddy Copilot is better for response suggestions and ticket summaries. This is why the two are complementary.
Your Freshservice chatbot is great. Your phone line needs help too.
Freddy covers chat. Aurion.AI covers calls. Together, they automate both channels. Try Aurion.AI free with your existing Freshservice — 25 minutes, no credit card, no disruption.