Freshservice vs Kore.ai comparison

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Freshservice

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Executive Summary

We performed a comparison between Freshservice and Kore.ai based on real PeerSpot user reviews.

Find out in this report how the two AI IT Support solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Freshservice vs. Kore.ai Report (Updated: June 2026).

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Freshservice vs. Kore.ai

June 2026

Helped 909,725 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshservice

Ranking in AI IT Support

5th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (7th), Project Management Software (12th), Cloud Management (15th), IT Asset Management (6th), IT Service Management (ITSM) (8th), Configuration Management Databases (5th), IT Alerting and Incident Management (15th)

Kore.ai

Ranking in AI IT Support

7th

Average Rating

7.8

Number of Reviews

Ranking in other categories

AI Agent Builders (7th), AI Customer Experience Personalization (8th), AI Security (7th), AI Customer Support (2nd)

Mindshare comparison

As of August 2026, in the AI IT Support category, the mindshare of Freshservice is 3.2%, down from 14.9% compared to the previous year. The mindshare of Kore.ai is 1.1%. It is calculated based on PeerSpot user engagement data.

AI IT Support Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.2%
Kore.ai	1.1%
Other	95.7%

AI IT Support

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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Judin Augustin

Associate Data Scientist at Guide House

Automation has reduced large call centers and provides real-time outbound support for patients

Kore.ai is a low-code platform, and you do not necessarily have to be an expert in artificial intelligence or generative AI to use this platform. However, if you have that experience, it will be a valuable add-on. The main advantage is that it has almost every kind of plugin available to use, whether for live agents or if you want to use it as a call center. You have real-time capabilities and the most useful plugins available, with almost every kind of model available with configurations. We can configure the ML models and train them. The platform is very user-friendly with explanatory features and a great UI. One significant feature is the live testing platform with Kore.ai. When you are creating a workflow, you have an interactive, real-time testing platform that reflects every change you make. This makes it easy to debug errors or add new features. Additionally, Kore.ai has many different tools and platforms that cater to different needs, whether for a call center, normal workflow, or machine learning workflow, which is really useful. Because of Kore.ai, it was much easier than creating something manually. A low-code platform always helps, and when that platform has this much capability, it provides far more value than manual development. It was particularly helpful for our team that we could create a POC and get that project into production. Kore.ai helped our team build a generative AI outbound calling chatbot, and it truly helped our customers. If you have a hospital with a thousand employees in a call center, you might consider outsourcing. However, with Kore.ai's outbound calling capabilities, you can eliminate the outsourcing part. You do not need a thousand call center employees. You can accomplish this through automation with just one or two employees if people need to switch to agents. This represented a significant cost reduction.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We have definitely seen a return on investment based on the use cases we have implemented."

"The product is loaded with all the features you need."

"The portal is straightforward for the end-user, but that's not the best part of Freshservice; integration is the part that's interesting because it's easy to set up a process, it's extremely simple to integrate, and in one week, you can add change management, which is incredible."

"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."

"What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service."

"It's very handy and very easy to use."

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."

More Freshservice pros

"Kore.ai has positively impacted my organization by being a big money saver because before having our chatbot, the use case was that every time some of our customers needed help, they used to call a number."

"Because of Kore.ai, it was much easier than creating something manually, and when that platform has this much capability, it provides far more value than manual development."

"Kore.ai has positively impacted our organization by reducing error rates from around fifteen to twenty percent to just two to three percent after implementation."

"Kore.ai offers multiple support and services, including API integration, webhook integration, and multiple channels, making it easy to design your own layout, integrate with multiple channels and webhooks, deploy quickly, and track any errors that occur, so it is a good way to start and easy to learn."

"Kore.ai offers many valuable features, particularly its extensive array of connectors, allowing easy integration with various ERP systems and the straightforward implementation of webhooks and APIs."

"Compared to other tools, Kore.ai provides a well-organized chatbot experience that others do not offer."

"Kore.ai helps in operational efficiency and faster time-to-market, which is development velocity."

"Kore.ai has positively impacted my organization, as it saved a lot of time in implementation and the proof of concept was very fast to implement and easy to develop."

More Kore.ai pros

Cons

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"It is 80% stable. Some users face issues in Chrome and Firefox."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

"Not integrated with Google."

"Sometimes, the billing process is an absolute nightmare."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"It's hard to interact directly with the users themselves."

"Freshservice could improve the integration with Microsoft Outlook."

More Freshservice cons

"We sometimes faced challenges with the integration process due to a lack of in-depth knowledge in the documentation."

"Customer support is where Kore.ai has significant room for improvement. Post-implementation support is a particularly discouraging aspect for me."

"To improve Kore.ai, I suggest focusing on more agentic automation, such as offering MCP kind of features with an orchestration layer for use cases."

"One thing I have learned is the unpredictability of LLMs and how buggy Kore.ai is as a software."

"In support, the team is not the greatest, but it works."

"I would suggest incorporating pre-recorded videos in the tutorials and enhancing the documentation area to make it more user-friendly."

"The two points I deduct relate to the integrations, which were not as extensive as I initially expected."

"This is a regret for me."

More Kore.ai cons

Pricing and Cost Advice

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"The price of Freshservice could improve, it is expensive."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

More Freshservice pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

Manufacturing Company

12%

Construction Company

12%

Outsourcing Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	14

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow ...

What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my daily work includes getting some incidents, working on service requests, and hand...

What is your experience regarding pricing and costs for Kore.ai?

The experience with pricing, setup cost, and licensing of Kore.ai is that the price is low, and the licensing is also not costly.

What needs improvement with Kore.ai?

I do not have much to add regarding how Kore.ai can be improved since it has been a long time since we last used it. There are other platforms that offer more features, but those come at a higher p...

What is your primary use case for Kore.ai?

In my past organization, I used Kore.ai for one of the projects over a period of approximately six to eight months. Our main use case for Kore.ai involved building a Gen AI plus conversational AI p...

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Product Reports

Download Freshservice product report

Freshservice

August 2026

Download Kore.ai product report

August 2026

Also Known As

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Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Kore.ai provides advanced tools like Agent Desktop and Agent Co-pilot, designed to handle vast data volumes and improve efficiency. The platform integrates seamlessly with APIs and channels, supports multi-language capabilities, and offers real-time testing.

Kore.ai offers robust solutions for sectors like healthcare and aviation, enabling efficient ML model configuration and generative AI chatbot development. While there's room for improvement in language detection and scalability, particularly with Azure, Kore.ai excels in integrating with Microsoft ASR, TTS, Cloud Anthropic, and OpenAI, enhancing performance in industries such as insurance and healthcare. Users see potential in extending capabilities with advanced models like Claude or Anthropic. The post-implementation support could improve to match competitor offerings, and more comprehensive documentation is needed.

What are the key features of Kore.ai?

Agent Desktop: Streamlines customer interactions and reduces handle time
Agent Co-pilot: Assists agents with data handling and task efficiency
Advanced API Integration: Ensures seamless connectivity across platforms
Real-time Interactive Testing: Facilitates immediate testing and feedback
Low-code Configurator: Simplifies chatbot development and ML configuration

What benefits should users look for?

Operational Efficiency: Improved task handling and reduced costs
Scalability: Well-suited for diverse applications, though needs enhancement on Azure
Language Support: Global reach with multilingual features
Improved Customer Satisfaction: Enhanced interaction quality and faster resolutions

Kore.ai finds applications in banking, aviation, and automotive, facilitating real-time transactions, ticket booking, and customer feedback measurement. It is instrumental in creating AI chatbots for HR and customer services. Industries such as insurance and healthcare benefit from its capabilities in policy tracking and implementation, leveraging integrations with Microsoft ASR, TTS services, and OpenAI for superior chatbot functionality.

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Leading banks & Enterprise Companies