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Customer Support · head to head

Freshservice vs Kore.ai

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Kore.ai logo

Kore.ai

Customer Support

Enterprise conversational AI platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; Kore.ai the Internet Archive's capture of Kore.ai's site on 17 June 2020 confirmed its named products, Kora (Enterprise Virtual Assistant) and Deflect.ai (Digital Deflection Platform), are sold to enterprise buyers across banking, insurance, healthcare and retail with no published price list and a dedicated pricing path that itself 404s.
  • They diverge on capability: Freshservice covers Incident management, Kore.ai covers Conversational AI.

Where they differ

Only the attributes on which Freshservice and Kore.ai actually diverge.

Attributes where Freshservice and Kore.ai differ
AttributeFreshserviceKore.ai
Starting price$19/monthOn request
PlatformsWeb, Ios, AndroidWeb, Mobile, Messaging, Voice, IVR
CategoryCustomer SupportUnknown
Founded20102014

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Slack
  • Microsoft Teams

Only in Kore.ai

  • Conversational AI
  • Advanced NLU
  • Workflow automation
  • Multi-language
  • Salesforce
  • SAP
  • Oracle
  • API

Both cover

  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Freshservice

  • IT service management and internal help desk ticketingnot Kore.ai
  • Asset management and change control for IT teamsnot Kore.ai

Kore.ai

  • Customer engagementnot Freshservice
  • Lead generationnot Freshservice
  • Customer supportnot Freshservice
  • Sales automationnot Freshservice

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Kore.ai

  • The Internet Archive's capture of Kore.ai's site on 17 June 2020 confirmed its named products, Kora (Enterprise Virtual Assistant) and Deflect.ai (Digital Deflection Platform), are sold to enterprise buyers across banking, insurance, healthcare and retail with no published price list and a dedicated pricing path that itself 404s.

Pricing, plan by plan

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Kore.ai

On request
  • Professional$200/month
    • AI chatbot
    • Basic NLU
  • Enterprise$500/month
    • Advanced NLU
    • Custom integrations
  • Custom$undefined/month
    • Unlimited features
    • Dedicated support

Which should you pick?

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Choose Kore.ai if

  • You need conversational ai.
  • You work on Web, Mobile, Messaging, Voice, IVR.
  • You also want advanced nlu.
Kore.ai review

Questions people ask

Is Freshservice or Kore.ai better?
Neither clearly leads. Freshservice starts at $19/month and Kore.ai at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Kore.ai?
Freshservice starts at $19/month and Kore.ai at On request.
Does Freshservice or Kore.ai run on more platforms?
Freshservice runs on Web, Ios, Android. Kore.ai runs on Web, Mobile, Messaging, Voice, IVR.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Kore.ai is typically brought in for.
What can Freshservice do that Kore.ai cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Kore.ai covers Conversational AI, Advanced NLU, Workflow automation, Multi-language. Both handle Web support.
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