The AI support partner built for outcomes, not platform homework.
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.
Freddy AI only works if you run Freshworks. Auralis is helpdesk-agnostic — Freshworks, Zendesk, Salesforce, ServiceNow — delivered as outcomes.
Freddy AI only works if you run Freshworks. Auralis is helpdesk-agnostic - Freshworks, Zendesk, Salesforce, ServiceNow - delivered as outcomes.
- ~60%
- Ticket Deflection - In repetitive support categories
- ~30%
- AHT Reduction - Blended across all channels
- ~35%
- Faster First Response - Across assisted + auto-resolved tickets
- 15+
- Hours Saved / Agent / Wk - Validated · GrowthOS cohort
Three differences that move tickets
The biggest gaps between Auralis and Freddy AI (Freshworks) - on the things that actually affect support outcomes.
HELPDESK FLEXIBILITY
Auralis: Works with every major helpdesk. Freddy AI (Freshworks): Freshworks only (Freshservice / Freshdesk).
DEPTH OF AI
Auralis: Full deflection + assist + audit + knowledge stack. Freddy AI (Freshworks): Bot + agent assist features inside the suite.
WHO OWNS RESULTS
Auralis: Auralis owns deflection, AHT, FRT, CSAT KPIs. Freddy AI (Freshworks): Your team enables features, monitors performance.
How they compare, row by row
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. |
What we hear on intro calls
Three patterns from customers who moved from Freddy AI (Freshworks) to Auralis.
"Freddy was fine. It just wasn't moving the deflection number."
A 45-agent SaaS support team had Freddy turned on and plateaued at ~25% deflection. Auralis took the optimization loop and broke through. Result: ~58% deflection by Week 7 · FRT improved 35%
"We were planning a helpdesk consolidation."
A growth-stage company was on Freshdesk and Zendesk in different business units. Freddy couldn't span both. Auralis worked across both with one service. Result: One AI vendor · consolidation unblocked
"The Freddy upgrade pushed us into a tier we didn't need."
A 30-agent team needed Freddy's advanced capabilities but the tier jump added 35% to the Freshworks bill. Auralis sat on top of their existing tier at lower cost. Result: ~30% lower combined bill · deflection target hit
Your 10-day migration playbook
From sign-off to first deflection in two weeks. Auralis runs every step.
Day 0-1: Kick-off + KB audit
We map your top 10 ticket categories and KB sources. You confirm scope and escalation policies.
Day 2-4: Autopilot configuration
Auralis configures Autopilot on your KB and policies. Sandbox runs against historical tickets for accuracy QA.
Day 5-7: Helpdesk integration
We wire the integration (Zendesk, Salesforce, Intercom, Freshdesk, JSM, ServiceNow). QA sign-off from your team.
Day 8: Soft launch (25% traffic)
Auralis goes live on 25% of traffic. Escalation playbooks are live and tested before ramp.
Day 9: Ramp to 100%
Traffic expands to 100% across all allowed ticket categories.
Day 10: Day-30 plan locked
Weekly review cadence starts. Auralis owns KB-gap closure, policy tuning, and KPI reporting from here.
Questions we get during evaluations
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.
See Auralis on your tickets, in 30 minutes.
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.