The AI Support Showdown: Thunai vs. Freddy AI

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Last updated

December 22, 2025

Aditya Santhanam

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Summary

Freddy AI is a native intelligence layer within the Freshworks ecosystem, designed to assist human agents by speeding up ticket resolution in Freshdesk and Freshservice.
Thunai is a universal agentic AI platform that operates as a digital workforce, executing autonomous workflows across tools like Salesforce, Slack, and Zoom.
Freddy AI primarily works with text, converting voice into transcripts for post-call analysis, whereas Thunai uses real-time acoustic intelligence and live voice agents that handle conversations with human-like nuance.
Freshdesk Freddy AI enforces strict data limits (200 files, 35MB max), while Thunai supports large-scale data syncing and ingestion of rich formats including audio and video.

Are you having trouble connecting your helpdesk to the rest of your software?

In 2026, choosing AI software is a major decision that defines how your company operates.

This guide looks at the differences between Freddy AI and Thunai. We analyze technical limits, workflow functions, and financial risks to help you pick which platform fits your 2025 growth plan.

What is Freddy AI? Understanding the Freshworks Ecosystem

Freshdesk Freddy AI is the AI stack found within the Freshworks Customer Experience and IT Service Management platforms.

This is one of the top AI customer support tools that is currently part of the Freshworks ecosystem, making the experience smooth but limiting it to the Freshworks suite.

The platform works through three parts:

Freddy AI Agent: This is for customers. It uses natural language understanding to find out what a customer wants and gives answers from a set knowledge base. It can do specific tasks like processing refunds if those steps are set up in Freshworks.
Freddy AI Copilot: This is for employees. It acts as an assistant to lower the work needed for support queues. It summarizes long ticket histories and suggests replies.
Freddy AI Insights: This is for managers. It looks at real-time data to find unusual patterns, like a sudden rise in hardware tickets. It finds the cause of these patterns automatically.

What is Thunai? The Agentic Alternative

Thunai is an agentic AI orchestration platform that does not just help humans work faster; it aims to do the work of a human staff acting as a real-time assistant that handles all the repetitive tasks.

It acts as a digital teammate that works across your entire software stack.

The value of Thunai is based on its autonomous functions:

The Thunai Brain: A central knowledge hub that takes in data from audio, video, and text. It creates a knowledge graph that links different information, such as a Slack chat and a PDF contract, to answer hard questions.
Multi-Connect Protocol: A layer that connects with more than 35 enterprise apps. It allows for two-way syncing, so the AI can read data from your CRM and update it immediately.
Thunai Omni: Thunai AI agents can listen to a call, find a sales lead, and put that lead into your CRM, but also automate customer interactions with human-like AI agents on call, chat, and email.

Comparison Point 1: Native Integration vs. Universal Connectivity

The biggest architectural difference is how these two systems relate to the rest of your software. This tells you the limit of automation you can get.

The Depth of Freddy’s Native Integration

Freddy AI is part of Freshdesk, not a separate tool. Features like reply suggestions show up directly in the ticket editor. You can start using it by turning on a switch.
However, Freddy cannot see data that stays in external systems like Jira or GitHub unless they are closely linked.

The Breadth of Thunai’s Universal Connectivity

Thunai sits on top of your software stack. It uses your CRM, helpdesk, and email as tools. While Freddy might not reach an external ERP system, Thunai uses APIs to do multi-step tasks.
A Thunai agent can use a Salesforce API to make an account, use a Slack API to tell the team, and use NetSuite to make an invoice.

Comparison Point 2: Freddy AI Copilot’s Text Assist vs. Thunai’s Voice Intelligence

Voice is still a main way to handle urgent issues. How an AI handles audio is a major difference.

Freddy AI: Text-Native Assistance

Freshdesk Freddy AI is built for text. When it handles voice calls, it works on the transcript. The audio becomes text first, which takes time and loses some data quality.
The Copilot is good at summarizing a ticket after a call, but it is less useful during a live voice chat.

Thunai AI: Real-Time Acoustic Intelligence

Thunai uses two-way communication so the AI can handle interruptions like a person. It looks at the audio directly to find out the customer’s mood from their volume and pitch.
Thunai AI can tell if a customer is being sarcastic. This allows Thunai to coach human staff by giving suggestions during the call based on the customer’s feelings.

Comparison Point 3: Knowledge Base Dependencies vs. Multi-Source Learning

An AI is only as good as the data it uses. How much data an AI can take in affects how it grows.

Freddy’s Static Repository Model

Freddy uses a structured model with limits. It can take in 200 files per account with a 35MB limit for each file.
It only learns from text files like PDFs or DOCX. It cannot use videos. Because it does not sync automatically with private tools like Notion, staff must upload files manually.

Thunai’s Dynamic Multi-Modal Brain

Thunai can take in nearly any amount of data. It can watch a Zoom video or listen to a tutorial to learn. Instead of manual uploads,
It syncs in real time with Google Drive, Slack, and Jira. When you update a file in your Drive, the Thunai Brain updates its knowledge automatically.

Comparison Point 4: Workflow Automation and Action

Support is moving from talking to doing work. The amount of work an AI can do tells you how much help it is.

Freddy AI: The Deterministic Automator

Freddy AI is good at tasks inside the helpdesk. It sends tickets to the right team and adds tags. It uses a bot builder that follows a specific path.
It does exactly what the path says. It is reactive and waits for a ticket to arrive before it does anything.

Thunai AI: The Autonomous Agent

Thunai agents can work on their own to reach goals. The AI can write and send emails, set up meetings, and update CRM records.
While some tools just copy human clicks, Thunai uses APIs based on what it understands. This lets it handle tasks that are not fully structured.

Pricing Models: Add-On Costs vs. Platform Investment

The cost of these tools shows how they are used: one is a variable cost, the other is an investment.

Freddy AI: Session-Based Volatility

To use Freddy, you need a Freshworks Pro or Enterprise plan ($49 to $79 for each agent monthly). The Copilot is an extra $29 for each agent monthly. The AI Agent for customers is priced by sessions.

A session is one talk between a user and the bot in 24 hours. After the first free sessions, it costs $100 for every 1,000 sessions. This means the bill goes up if you have more customers.

Thunai AI: Tiered Capacity Planning

Thunai uses a monthly plan model with AI credits. Plans range from a free version to a premium version at about $399 monthly. There are also starter plans at $7/month and Basic plans at around $50/month.

Each plan has a set amount of storage and credits. This lets you plan your costs. If you need more, you move to the next plan instead of paying a bill that changes every day.

Why Choose Thunai Over Freddy AI

Picking between these platforms is a choice about the future of your staff.

Choose Freddy AI if:

You are a small business that wants to update your helpdesk with little trouble.
Your main goal is to make human staff faster at writing text.
You want a solution that answers common questions without being hard to learn.

Choose Thunai if:

You need to connect many different software tools like Salesforce, Slack, and Jira.
Your support involves voice calls that need the AI to understand the customer’s mood.
You have data in video or audio that you want to sync automatically.
You want to use autonomous digital labor to change how your company works.

Want to see Thunai in action? Schedule a free demo!

FAQs on Freddy AI

What is the main limit of Freddy AI?

It works best inside Freshworks. It cannot see data in other tools like Jira unless you link them together.

How much does Freddy AI Copilot cost?

It costs $29 for each agent every month. You also need a Freshworks Pro or Enterprise plan.

Can Freddy AI use video files?

No. Freddy AI only uses text files like PDF or DOCX. It does not use videos or images.

What is a session in Freddy AI pricing?

A session is a talk between a user and the bot that lasts up to 24 hours. Freshworks charges $100 for every 1,000 sessions after the free ones are used.