Alhena AI vs Freshdesk Freddy AI: Which is right for your support team in 2025?

Let's be real: running a support team on Freshdesk means you're constantly trying to keep up. More tickets, same size team. It’s the classic "do more with less" puzzle. So, naturally, you start looking at AI to lend a hand.

While Freshdesk's own AI, Freddy, seems like the obvious first stop, a new crop of specialized AI platforms like Alhena AI is shaking things up. This guide is a straight-up comparison of Alhena AI vs Freshdesk Freddy AI to help you figure out which tool actually solves your problems. We'll also pull back the curtain on a third, more flexible option that might just be the perfect fit you didn't know you were looking for.

What is Alhena AI?

Alhena AI’s big idea is to be more than just a support bot. They call it an "agentic commerce" platform, which is a fancy way of saying it's built to both answer questions and actively drive sales. Think of it as an AI team member that can recommend products, handle returns, or even manage order changes all on its own.

Its main selling point is a "hallucination-free" guarantee. That’s a pretty big deal when you can’t have your bot making up return policies or product details. The goal is to build brand trust, not accidentally destroy it. While it's a standalone platform, it’s designed to plug into popular helpdesks like Freshdesk and give them a commerce-focused brain.

What is Freshdesk Freddy AI?

Freddy AI is Freshdesk's own creation, built right into the platform. You don’t have to integrate a separate tool, which is handy for teams already living and breathing the Freshworks ecosystem.

Freddy comes in two main flavors. There’s Freddy Copilot, which is like a helpful assistant for your human agents, summarizing ticket threads and drafting replies. Then there’s Freddy AI Agent, which automates answers to common, repetitive questions. The focus here isn't really on creating a fully independent agent, but on making your human agents faster and more efficient. It’s a tool meant to boost productivity from the inside, but as we'll see, it has some real limits when it comes to doing complex, multi-step tasks by itself.

Core capabilities: An Alhena AI vs Freshdesk Freddy AI comparison

So, they both use AI to clear out the ticket queue, but they’re built for totally different jobs. It’s like comparing a calculator to a spreadsheet, both work with numbers, but you wouldn't use one to do the other's job. Alhena wants to be a salesperson and a support agent, while Freddy is focused on making your current team more efficient.

But what if you need something that gives you total control without pigeonholing you into one specific role?

Here’s a quick breakdown of how they stack up, with a flexible alternative thrown in for context.

Feature	Alhena AI	Freshdesk Freddy AI	The eesel AI Alternative
Primary Focus	Agentic Commerce (Revenue & Support)	Agent Productivity & Ticket Deflection	Fully Customizable Support Automation
Hallucination Control	Guaranteed hallucination-free	No explicit guarantee	Scoped to your verified knowledge
Autonomous Actions	High (order changes, returns, etc.)	Low (primarily Q&A, simple resolutions)	High (API calls, ticket tagging, custom actions)
E-commerce Features	Deep (PDP Q&A, recommendations)	Limited (basic order tracking)	Connects to Shopify, etc., for lookups
Customization	Specialized for e-commerce flows	Limited to Freshdesk workflows	Total control via a no-code prompt editor
Best For	E-commerce brands focused on revenue	Teams deep in the Freshworks ecosystem	Any team wanting fast, flexible, powerful AI

Accuracy and trust

One of the biggest fears with any AI is that it might go rogue and start making stuff up. Alhena tries to put that fear to rest with its guarantee, which is a must-have for any brand where a wrong answer can cost you a customer. Freddy AI, being more of an assistant, leaves the final fact-check to your human agents. There’s no hard promise that its suggestions will always be 100% on-brand or correct.

From simple answers to real actions

This is where the two platforms really diverge. Freddy AI is good at answering questions. Alhena AI is built to take action, like processing a return or looking up an order status. That "agentic" skill is impressive, but it’s often hard-coded for specific e-commerce tasks.

But what if you aren't an e-commerce brand, or you need your AI to talk to your own internal tools? That’s where a tool like eesel AI offers a much more flexible path. Instead of being stuck with pre-built actions, eesel AI’s AI Agent can be set up with custom API actions. This means it can securely talk to any of your internal systems, whether it’s a homegrown order management tool or a third-party logistics platform. You get to decide exactly what your AI can and can't do, moving way beyond simple Q&A.

A screenshot of the customization and action workflow screen in eesel AI, a key consideration in the Alhena AI vs Freshdesk Freddy AI choice.

Implementation and integration: Getting set up without the headache

How fast you can get a tool working, and how well it fits into your daily routine, is a huge deal. A powerful tool you can't use for six months isn't a powerful tool at all.

Alhena AI's approach: As a separate platform, Alhena requires an integration project. You have to connect it to Freshdesk and then spend time tweaking its e-commerce flows. It’s not a simple switch you can just flip on.

Freddy AI's approach: Since it's the native option, setup is supposedly seamless, as long as you're on the right Freshdesk plan. It’s already there, but you are confined to the Freshworks ecosystem. Its abilities don't extend beyond their digital walls.

A simpler alternative

This is where a lot of teams get stuck. They don't want a complex, months-long project, but the built-in option feels too limited. This is exactly why eesel AI was designed for a truly self-serve experience. You can forget about mandatory demos and long sales calls. With eesel AI, you can sign up, connect your helpdesk with a click, and have a working AI agent in just a few minutes.

Even better, eesel AI lets you take the guesswork out of the equation with a powerful simulation mode. Before the AI ever interacts with a real customer, you can test it on thousands of your past tickets. It gives you an accurate preview of its performance, shows you exactly how it would have replied, and helps you see which kinds of questions are ripe for automation. It’s a level of confidence that other platforms just don't offer.

The eesel AI simulation dashboard shows how AI uses past product knowledge to predict future support automation rates, a factor in the Alhena AI vs Freshdesk Freddy AI debate.

Pricing models: Understanding what you'll actually pay

Every support leader knows that budget predictability is key. The last thing you want is a surprise bill just because you had a successful marketing campaign and ticket volume went up. Alhena and Freddy have completely different, and potentially frustrating, ways of charging you.

Alhena AI pricing

Alhena has a pretty straightforward usage-based model. You pay for a block of conversations per month, and then a fee for each one after that.

• Free: $0/month for 25 conversations.

• Pro: Starts at $199/month (billed annually) for 2,005 conversations, then it's $1.20 per additional conversation.

• Enterprise: Custom pricing if you need more.

This works if your ticket volume is consistent, but costs can add up quickly during busy seasons.

Freshdesk Freddy AI pricing

Freddy’s pricing is a bit of a maze. It’s a mix of per-agent fees for its Copilot features and a "session-based" model for its automation agent.

• Freddy Copilot: This is an add-on that starts at $29 per agent, per month.

• Freddy AI Agent: Freshdesk’s higher-tier plans come with a small, one-time batch of 500 "sessions." Once you burn through those, you have to buy more in blocks, which usually cost around $100 for 1,000 sessions.

This session-based model can be a nightmare for budgeting. A single customer conversation can use up multiple "sessions." During a Black Friday sale or a product launch, these costs can spiral. It’s a model that basically penalizes you for being successful.

The case for pricing that makes sense

This is where eesel AI is a breath of fresh air. The pricing is simple: you pick a plan that comes with a large pool of AI interactions.

Most importantly, there are no per-resolution or per-session fees. Your bill doesn’t jump just because your customers have more questions. This transparent approach gives you the predictable budget that support leaders need to plan ahead, without worrying that a great month for the company will be a terrible month for your budget.

A visual of the eesel AI pricing page, contrasting with other models in the Alhena AI vs Freshdesk Freddy AI discussion.

The verdict: Making the right choice for your team

So, after looking at Alhena AI vs Freshdesk Freddy AI, how do you actually decide?

• Choose Alhena AI if: You're a die-hard e-commerce brand and your top priority is turning support tickets into sales. Its features are built specifically for that.

• Choose Freddy AI if: You're all-in on the Freshdesk ecosystem, your main goal is to give your human agents a small productivity bump, and you can stomach unpredictable, session-based costs.

But what if neither of those sounds quite right?

• Consider eesel AI if: You want a powerful, fully customizable AI that you can set up yourself in minutes, not months. If you need it to work with your existing tools without a massive migration project. And if you want clear, predictable pricing that doesn't punish you for growing. eesel AI gives you the "agentic" power of a tool like Alhena without the e-commerce lock-in, and it avoids the volatile pricing of Freddy’s model.

Beyond Alhena AI vs Freshdesk Freddy AI

The best AI solution isn't one that forces you into a specific box. It's one that adapts to how you already work, learns from your team's knowledge, and gives you the control to automate things with confidence.

While Alhena and Freddy have their place, the future of customer support automation is all about flexibility, power, and simplicity. If you're ready to see what that actually looks like, why not just try it out?

You can start with eesel AI for free, connect your helpdesk in minutes, and run a simulation on your past tickets to see your potential automation rate right away. No sales calls, no required demos, just a smarter, simpler way to handle support.

A workflow diagram illustrating how eesel AI automates the customer support process, an alternative in the Alhena AI vs Freshdesk Freddy AI choice.