# Freshworks Freddy AI vs Kustomer

**Leader by Vioscale score:** Freshworks Freddy AI

| Attribute | Freshworks Freddy AI | Kustomer |
|---|---|---|
| **Vioscale score** | 73.2 (37% (low)) | 46.1 (59% (medium)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | A built-in AI suite for Freshworks that combines automated agents, agent assistance tools, and analytics to handle customer inquiries, speed up resolutions, and provide actionable insights across chat, email, messaging, and ticketing systems. | Unified CX platform that uses AI agents to automate customer service across multiple channels while providing agents full customer context for personalized support. |
| features.capabilities | `{"pricing_model":"per_human_agent_seat","deployment_model":"native_helpdesk_platform_feature","pii_redaction_before_llm_processing":true,"gdpr_and_ccpa_customer_data_compliance":true,"omnichannel_deployment_web_whatsapp_sms":true,"analytics_dashboard_for_deflection_rate_roi":true,"dynamic_rag_from_help_center_and_past_tickets":true,"automated_ticket_tagging_and_sentiment_routing":true,"live_agent_handoff_with_full_conversation_context":true,"brand_tone_guardrails_and_anti_hallucination_rules":true,"multi_language_auto_translation_without_new_models":true}` | `{"hosting":"cloud","ai_agent":true,"sso_scim":false,"free_tier":false,"live_chat":true,"ticketing":true,"api_access":true,"omnichannel":true,"sla_routing":true,"shared_inbox":true,"knowledge_base":true,"voice_telephony":true,"deployment_model":"native_helpdesk_platform_feature","automation_macros":true,"reporting_dashboards":true,"gdpr_and_ccpa_customer_data_compliance":true,"omnichannel_deployment_web_whatsapp_sms":true,"analytics_dashboard_for_deflection_rate_roi":true,"dynamic_rag_from_help_center_and_past_tickets":true,"live_agent_handoff_with_full_conversation_context":true,"brand_tone_guardrails_and_anti_hallucination_rules":true}` |
| integrations.count | 4 | 1 |
| integrations.list | `[{"name":"Shopify"},{"name":"Stripe"},{"name":"PayPal"},{"name":"Wix"}]` | `[{"name":"Narvar"}]` |
| market.availability | `{"hqCountry":"US","primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":false,"name":"Growth","summary":"$29/agent/month billed annually","commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":29,"period":"month","currency":"USD"}],"contactSales":false},{"free":false,"name":"Pro","summary":"$49/agent/month","commitment":"monthly","components":[{"kind":"per_unit","unit":"agent","amount":49,"period":"month","currency":"USD"}],"contactSales":false},{"free":false,"name":"Pro (annual)","summary":"$29/agent/month billed annually","commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":29,"period":"month","currency":"USD"}],"contactSales":false},{"free":false,"name":"Enterprise","summary":"$79/agent/month billed annually","commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":79,"period":"month","currency":"USD"}],"contactSales":false},{"free":false,"name":"Enterprise Plus","summary":"$119/agent/month billed annually","commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":119,"period":"month","currency":"USD"}],"contactSales":false}],"addOns":[{"name":"Freddy AI Sessions"}],"summary":"From $29/agent/month billed annually. 14-day free trial on Enterprise plan. 500 free AI sessions included.","currency":"USD","freeTier":true,"sourceUrl":"https://www.freshworks.com/freshdesk/omni/pricing/","retrievedAt":"2026-08-21T11:03:32.229Z","freeTrialDays":14,"startingPrice":{"unit":"agent","amount":29,"period":"month","currency":"USD"},"billingPeriods":["month","year"]}` | `{"type":"quote","freeTier":false,"sourceUrl":"https://www.kustomer.com","retrievedAt":"2026-08-03T11:47:56.444Z"}` |
| pricing.free_tier | yes | no |
| pricing.model | freemium | quote |
| pricing.price_level | mid | unknown |
| pricing.starting_price | `{"amount":29,"currency":"USD"}` | - |
| pricing.transparent | yes | no |
| reliability.status_page | - | yes |
| security.gdpr | yes | yes |
| security.hipaa | - | yes |
| security.iso27001 | - | yes |
| security.soc2 | - | yes |

## Capabilities (AI Customer Support Agents)

| Capability | Freshworks Freddy AI | Kustomer |
|---|:--:|:--:|
| **Capabilities** |  |  |
| Deployment model | Native helpdesk platform feature | Native helpdesk platform feature |
| API action execution for refunds and order updates | - | - |
| Brand tone guardrails and anti hallucination rules | ✓ | ✓ |
| Live agent handoff with full conversation context | ✓ | ✓ |
| Dynamic rag from help center and past tickets | ✓ | ✓ |
| Omnichannel deployment web whatsapp SMS | ✓ | ✓ |
| Automated ticket tagging and sentiment routing | ✓ | - |
| Multi language auto translation without new models | ✓ | - |
| Analytics dashboard for deflection rate roi | ✓ | ✓ |
| Pii redaction before LLM processing | ✓ | - |
| SOC2 type ii | - | - |
| GDPR and CCPA customer data compliance | ✓ | ✓ |
| Pricing model | Per human agent seat | - |

*Source: Vioscale. Generated 2026-09-01T17:14:59.226Z. "-" = undocumented, not absent.*