Alhena AI vs Freddy AI: Best Freshdesk AI Alternative for E-commerce
Comparing Alhena AI vs Freddy AI. See features, pricing models, accuracy, and why Alhena’s agentic, hallucination-free AI is the best Freshdesk AI alternative.
If you use Freshdesk or other popular helpdesk systems like Zendesk, Zoho Desk, or HubSpot Service Hub, you’ve almost certainly looked at Freddy AI, Freshworks’ native AI-powered automation tool. But a growing number of CX and ecommerce teams are also evaluating Alhena AI, a Freshdesk AI alternative that adds AI power to every customer interaction and for revenue-driven automation that goes beyond ticket deflection, unlike traditional ticket systems or LiveAgent-style chat tools.
Alhena AI approaches support like a revenue team: hallucination-free, brand-voiced, and agentic enough to act on customer requests (order changes, returns, and guided shopping) across chat, email, voice, and social in an omnichannel setup.
If you’re weighing “stick with Freddy” versus “adopt a Freshdesk AI alternative”, this guide gives you the practical view: how each platform works, the pricing dynamics that matter in peak season, and which tool fits which outcome, cost-only deflection vs cost & revenue lift. Breaks down how the two compare on capabilities, pricing, predictability, time-to-value, and fit for modern e-commerce support.
TL;DR — The best Freshdesk AI alternative for ecommerce and CX teams is Alhena AI. It delivers commerce-grade accuracy, on-brand conversations, and AI that sells as well as it solves, Alhena AI is the better long-term bet. It is built for agentic commerce, including actions designed to lift revenue and reduce cost, often with more predictable usage-based pricing.
Key Challenges E-commerce leaders are trying to solve
E-commerce and CX leaders across platforms like Freshdesk, HubSpot Service Hub, and Zoho Desk are rethinking how they scale support without compromising accuracy, tone, or cost efficiency. Here are the most common challenges they’re addressing with modern AI-powered helpdesk automation:
- Forecastable AI costs during promos and peak traffic across omnichannel service platforms like Freshdesk, HubSpot, and Zoho Desk, ensuring predictable spend across every support helpdesk.
- Hallucination control for policy, pricing, PDP, and knowledge base accuracy, ensuring AI responses stay compliant and brand-safe.
- Agent efficiency and workflow automation without losing tone or compliance
- Agentic actions that reduce tickets boost CSAT and lift AOV/conversions for e-commerce service hubs and AI-powered support systems.
Alhena AI
Alhena AI is a shopping-first AI built for agentic commerce. It goes beyond ticket deflection, transforming helpdesk automation into real-time revenue-driven engagement. It turns conversations into conversions with hallucination-free responses, brand-voice fidelity, and AI-powered actions across every service platform, from chat to voice to social.
An end-to-end action across support and shopping, freeing human agents to focus on complex issues while maintaining brand voice and knowledge base accuracy.
Core modules
- Support Concierge: Automates L1 queries with verified answers and real actions, order updates, returns, and exchanges.
- AI Shopping Assistant: Delivers PDP Q&A, fit logic, recommendations, and AI nudges that boost AOV and sales.
- Agent Assist: Summaries, sentiment, and case context to cut handle time and reopens
- Voice AI: Provides natural, omnichannel voice support for phone and chat.
- Seamless Integration: Connects with any helpdesk or e-commerce stack, including Salesforce Service Cloud, Shopify, and BigCommerce.
- Social Commerce: Lets customers shop and resolve issues via Instagram DMs, WhatsApp, and Messenger.
- Vertical agents: Specialized AI modules, Skin Analyzer, Fit Analyzer, Virtual Try-On, and Trip Planner.
Pricing stance
- Free plan to start
- Predictable usage-based pricing to avoid session shocks during peaks
- Budget benefit: easier to forecast during variable demand
Check the Pricing plans and calculate your ROI
Best for brands seeking accuracy, brand consistency, and higher revenue while reducing support volume. Alhena AI is an all-in-one solution for e-commerce and omnichannel CX teams.
Freddy AI
Freddy AI, the native Freshdesk AI assistant, helps support teams automate routine work and speed up resolutions. It combines Freddy Copilot for agents and Freddy AI Agent for ticket automation, making it a strong fit for businesses already using the Freshdesk helpdesk ecosystem.
Core Modules
- Freddy Copilot (Agent Assist): Drafts replies, summarizes threads, and streamlines agent workflows to improve response times and productivity.
- Freddy AI Agent (Automation): Handles common intents such as FAQs and order tracking through a session-based automation model.
- Integrations: Works seamlessly inside the Freshdesk Service Hub with connections to knowledge base and CRM tools like HubSpot, Zoho Desk, and Zendesk.
Pricing & Fit
- $29/agent/month (GA add-on, billed annually). Per-agent add-on (seat-based): Freddy Copilot is billed per user.
- Session-based automation: Pro/Enterprise Freshdesk plans include an initial session allotment (500 sessions one time); additional session blocks can be purchased (third-party analyses commonly cite $100 per 1,000 sessions).
Best for support-first teams optimizing resolution time, agent throughput, and incremental deflection within Freshdesk, where session-based billing is manageable during surges.
Feature Comparison: Alhena AI vs Freddy AI
| Dimension | Alhena AI | Freddy AI (Freshdesk) |
|---|---|---|
| Core Focus | Agentic commerce: Accurate, on-brand answers and real actions that reduce cost and drive revenue. | Embedded helpdesk AI: Agent assist, automated replies, and autonomous AI agent within Freshdesk. |
| Hallucination Controls | ✅ Hallucination-free with governance and accuracy controls. | Focuses on copilot assistance but lacks a formal “no hallucinations” guarantee. |
| Agent Assist | Agent summaries, sentiment, context snapshots, and knowledge recall. | Reply suggestions and summaries (per-seat add-on). |
| Autonomous Resolution | Executes real actions — order updates, exchanges, and appointments. | Automates resolutions via session-based model. |
| E-commerce Depth | PDP Q&A, AI recommendations, voice & social commerce, and vertical agents. | Primarily support-centric; limited e-commerce focus. |
| Time-to-Value | Free plan available; quick start with guardrails. | Trial periods available; capped AI sessions on some plans. |
| Pricing Logic | Predictable usage-based model and free tier. | Per-agent and session-based pricing structure. |
Data compiled by Alhena.ai • 2025 Comparison Report
Deep dive into the moments that move revenue
Pre-purchase hesitation
Shoppers ask about size, compatibility, ingredients, delivery times, and returns. Alhena’s Shopping Assistant pulls structured PDP data, fit rules, or compatibility charts; it can recommend alternatives and add to cart, bridging the gap between “maybe” and “bought”. Impact lever: AOV and conversion rate.
Post-purchase anxiety
“Can I change the address?” “Is the return free?” “When will it ship?” Support Concierge uses live order and policy data to resolve instead of redirect. Impact lever: Deflection rate, CSAT, repeat purchase.
Agent throughput
Long threads and context switching bury agents.Agent Assist gives instant summaries, sentiment, and next-best actions.Impact lever: AHT reduction, first-contact resolution.
Key Capabilities
Accuracy, brand voice, and governance: Alhena AI combines AI power and knowledge base governance to ensure hallucination-free behaviour and brand-voice control, critical for e-commerce, where incorrect policy or PDP answers cost money and trust. Freshdesk’s Freddy AI materials promote productivity and automation, but without an explicit “no hallucinations” pledge. If your brand has compliance or regulated claims, weigh this difference.
From “answers” to actions: Alhena Support Concierge showcases flows like order cancellations, appointment booking, account lookups, and other transactional actions—not just Q&A. That’s the “agentic” step many teams want. Freddy AI Agent focuses on automated resolutions inside the Freshdesk environment; it’s powerful for deflection and triage when your processes are already modelled in Freshdesk.
Agent assist: Freddy Copilot reply suggestions, summaries, and writing help for agents, priced per seat. Alhena AI instant summaries, sentiment, and context snapshots to cut handle time and reopens.
E-commerce-specific levers: Alhena AI Shopping Assistant, Voice AI & Social Commerce target PDP depth, up-sells, and conversion nudges, vertical agents, including voice-led shopping and social DMs. If revenue impact is a top KPI, these matter. Freddy is excellent for ticketing workflows, routing, and agent productivity directly inside Freshdesk.
When to Choose Alhena AI vs Freddy AI for Your E-Commerce
Choose Alhena AI if
- You need an all-in-one, shopping-first AI solution for e-commerce and DTC retailers.
- You want hallucination-free, brand-voiced conversations that maintain tone and accuracy at scale.
- You require agentic actions like order changes, returns, and store appointments, not just Q&A.
- You prioritize AOV uplift, cart recovery, and measurable revenue attribution from AI interactions.
- You want to free up your human agents to handle just the complex queries
- You prefer predictable, usage-based pricing that doesn’t penalize you during traffic peaks.
Choose Freddy AI If
- You prefer per-seat budgeting for agent assist and are comfortable with session-based automation costs.
- Your main KPI is cost per resolution, ticket deflection, and time to first response, not revenue generation.
- Your CX operations are already centralized in Freshdesk, and you want incremental automation inside your existing helpdesk ecosystem.
A Practical Decision Framework
Choosing between Alhena AI and Freddy AI depends on your primary goals, whether you’re optimizing for cost, revenue, or governance.
Your Primary KPI: When deciding between Freddy AI and Alhena AI, start by identifying what success means for your CX team.
- If your goal is both cost and revenue impact: Choose Alhena AI — by combining Support Concierge and the AI Shopping Assistant, you can reduce tickets and drive measurable sales growth.
Risk Tolerance for Hallucinations: Accuracy and brand governance play a massive role in e-commerce CX, and not all AI tools are equal here.
- If you require strict brand control and verified outputs: ✅ Go with Alhena AI, it’s explicitly engineered to be hallucination-free, ensuring compliance and consistency in tone.
- If you’re optimizing for internal productivity with flexible automation: Freddy AI is a solid fit, it handles ticket routing, internal notes, and agent assistance effectively within Freshdesk’s ecosystem.
Budget Predictability: When evaluating AI automation platforms, cost stability is often as important as performance.
- If you need predictable, usage-based pricing: ✅ Choose Alhena AI, with a free tier and pay-per-conversation model, there are no hidden spikes or session caps. It’s ideal for e-commerce teams that experience fluctuating traffic during promotions or seasonal peaks.
- If per-seat or session-based billing fits your structure: Choose Freddy AI, best suited for Freshdesk users who can monitor session costs closely and plan budgets around predictable agent counts.
Go-Live Velocity: Speed of deployment can define how quickly your CX team starts seeing ROI.
- If you’re already standardized within Freshdesk: Freddy AI offers a near-instant setup, minimal configuration, and a familiar environment for support teams.
- If you want a fast rollout across multiple platforms or commerce stacks: ✅ Alhena AI integrates seamlessly with any helpdesk or e-commerce ecosystem. It enables quick deployment of shopping-grade flows such as guided actions, nudges, and upsells, helping brands activate revenue-driven automation in days, not months.
If your priority is revenue growth, hallucination-free accuracy, and predictable scaling, Alhena AI ( a all-in-one solution) is the smarter long-term choice for e-commerce and CX teams.
Conclusion
If you’re a Freshdesk shop and want fast, agent-side productivity with light automation, Freddy AI is the natural first step, especially Copilot. But if your charter is agentic commerce (reduce tickets and unlock revenue), and omnichannel customer support automation with hallucination controls and predictable usage-based pricing, Alhena AI deserves the smarter choice. For e-commerce and growth-minded CX leaders, the conversation has moved beyond deflection. Alhena AI delivers hallucination-free accuracy, brand-voiced conversations, and agentic actions that close the loop, resolving issues and selling more in the same flow.
Try Alhena (free) to validate deflection, brand voice fit, and revenue lift on a narrow scope.
Ready to see what agentic commerce looks like on your store? Book a short demo and launch a guarded pilot with Alhena’s AI Shopping Assistant, free to start and measurable in weeks.
Related reading
Best AI Shopping Assistants for Freshdesk users
Best AI Shopping Assistants for Salesforce Commerce Cloud
Key Questions to Ask Before Choosing an AI Shopping Assistant
Benefits of Adding an AI Shopping Assistant to Your Online Store
Frequently Asked Questions (FAQs)
Does Alhena AI integrate with Freshdesk?
Yes. Alhena AI seamlessly integrates with Freshdesk to automate customer support and chatbot workflows while agents continue to work in the desk. You can start with a narrow intent scope and scale.
How does Freddy AI compare to Alhena AI?
Both accelerate agents with summaries and draughting help. Alhena adds sentiment, richer context recall, and brand-voice governance, useful for regulated or premium brands.
How do the pricing models differ?
Freddy Copilot is a per-agent add-on; Freddy AI Agent automation is session-based beyond included allotments. Alhena offers a free plan and usage-based pricing to keep costs steady in peak seasons.
Can Alhena AI actually execute actions, not just answer?
Yes. Support Concierge handles order modifications, returns, and bookings; the Shopping Assistant drives add-to-cart, substitutes, and bundles; Voice AI and Social Commerce extend this to phone and DMs.
Is Alhena AI hallucination-free?
Yes. Alhena AI is engineered for hallucination-free responses by restricting outputs to verified knowledge or live APIs, with a human-in-the-loop for sensitive cases.
