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Customer Support · head to head

Freshworks Customer Service Suite vs Kore.ai

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
Kore.ai logo

Kore.ai

Live Chat & Chatbots

Enterprise conversational AI platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Only Freshworks Customer Service Suite has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; 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: Freshworks Customer Service Suite covers Unified inbox, Kore.ai covers Conversational AI.

Where they differ

Only the attributes on which Freshworks Customer Service Suite and Kore.ai actually diverge.

Attributes where Freshworks Customer Service Suite and Kore.ai differ
AttributeFreshworks Customer Service SuiteKore.ai
Starting priceFreeOn request
Pricing modelUnknownsubscription
Free tierYesNo
PlatformsWeb, Mobile (iOS, Android)Web, Mobile, Messaging, Voice, IVR
CategoryCustomer SupportLive Chat & Chatbots
Founded20102014

Identical on both: 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 Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Analytics
  • Automation
  • Slack
  • Microsoft Teams

Only in Kore.ai

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

Both cover

  • Salesforce
  • Web support

What people use each for

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

Freshworks Customer Service Suite

  • Customer support
  • Help desknot Kore.ai
  • Self-servicenot Kore.ai

Kore.ai

  • Customer engagementnot Freshworks Customer Service Suite
  • Lead generationnot Freshworks Customer Service Suite
  • Customer support
  • Sales automationnot Freshworks Customer Service Suite

Both are used for customer support, on those jobs the choice comes down to price and fit rather than capability.

Where each one falls short

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

Freshworks Customer Service Suite

  • Separate products for support, chat, and CRM create context fragmentation between teams
  • Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
  • Customization beyond default configurations requires significant training and consulting fees

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

Freshworks Customer Service Suite

Free

No published plan breakdown. See the Freshworks Customer Service Suite review.

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 Freshworks Customer Service Suite if

  • You need unified inbox.
  • You want to start without paying.
  • You work on Web, Mobile (iOS, Android).
  • You also want ai-powered chatbot.
Freshworks Customer Service Suite 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 Freshworks Customer Service Suite or Kore.ai better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and Kore.ai at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or Kore.ai?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at Free for Freshworks Customer Service Suite and On request for Kore.ai.
Does Freshworks Customer Service Suite or Kore.ai run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Kore.ai runs on Web, Mobile, Messaging, Voice, IVR.
Can I use Freshworks Customer Service Suite for free?
Yes. Freshworks Customer Service Suite has a free tier, so you can try it without paying. Kore.ai starts at On request.
What is Freshworks Customer Service Suite best used for?
Freshworks Customer Service Suite is most often used for customer support, help desk, self-service. Of those, help desk and self-service are not what Kore.ai is typically brought in for.
What can Freshworks Customer Service Suite do that Kore.ai cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Kore.ai covers Conversational AI, Advanced NLU, Workflow automation, Multi-language. Both handle Salesforce, Web support.

Answered from the vendors’ own pages

Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?

The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.

Source
Freshworks Customer Service Suite: Does Freshworks offer a free tier?

Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.

Source
Freshworks Customer Service Suite: Does Freshworks integrate with Slack?

Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.

Source
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Related pages

More on Freshworks Customer Service Suite

More on Kore.ai

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