I tested 6 of the best AI shopping assistants for Freshdesk users in 2026

So, you're a Freshdesk user. And if you're running an e-commerce store, you've probably noticed that the native AI, Freddy, is a great starting point for deflecting tickets. But if you want to take it to the next level, you might want to look at features that directly assist with sales-like answering questions about inventory, specific materials, or whether that gadget is compatible with another.

Answering those questions quickly and accurately is what turns a curious browser into a happy customer. It’s not just about closing tickets faster; it's about turning support chats into sales.

That's why I put together this guide. I looked at the top AI shopping assistants that plug right into Freshdesk, so you don't have to deal with a messy migration. We'll get into the different options available with real e-commerce capabilities and pricing models that can work with your budget.

What exactly is an AI shopping assistant?

Let's get one thing straight: an AI shopping assistant isn't your average FAQ chatbot. It's a specialized AI built to help customers buy things. Think of it as a helpful digital salesperson, available 24/7, ready to guide shoppers from "just browsing" to "checkout complete."

Instead of just spitting out pre-written answers, it understands what customers are really asking. It can dig into your Shopify catalog, offer smart recommendations, and even handle things like order tracking or starting a return after the purchase. It doesn't follow a script; it has a conversation. To make this clearer, here’s a breakdown of how they differ:

The goal is simple: make shopping easier, build confidence in your buyers, and ultimately, boost your conversion rates and average order value. This is about making a real dent in your revenue.

How we chose the best AI shopping assistants for Freshdesk users

Since this list is for teams already using (and probably happy with) Freshdesk, I had a few key focus areas when testing these tools. I wanted to see how they’d work in the real world, not just in a slick sales demo. Here's a visual summary of our key evaluation criteria:

• A solid Freshdesk integration: Does it actually play well with Freshdesk? I looked for tools that could create tickets, sync conversations, and let my human agents jump in without any hassle. No data silos allowed.

• Real e-commerce features: I looked for tools that could do more than just fetch order statuses. Can it search the product catalog? Can it suggest a relevant model? Can it handle a return on its own?

• Accuracy and brand control: I prioritized tools that stick to the facts and let you control the knowledge sources, tone of voice, and when to escalate to a person.

• Quick setup and clear pricing: How fast can I get this thing working? I looked for tools with straightforward setups and pricing models that are easy to understand, whether they charge per interaction, per session, or per seat.

Comparing the top AI shopping assistants for Freshdesk users

Here’s a quick-glance table comparing our top picks so you can see how they stack up.

Tool	Best for	Freshdesk integration	E-commerce focus	Pricing model
eesel AI	Teams wanting to add a powerful, controllable AI layer to their existing helpdesk.	Native, deep integration	Very High (learns from Shopify, tickets, docs)	Per Interaction
Freshchat (Freddy AI)	Teams wanting a basic, native AI solution with minimal setup.	Native (built-in)	Good (solid support & sales foundation)	Per Session
Gorgias	E-commerce brands looking for a specialized, all-in-one helpdesk.	Yes	Very High	Per Ticket
Alhena AI	D2C brands that need an all-in-one, shopping-first assistant.	Native Connector	Very High	Usage-based
Amio AI	Retailers needing a balance of product discovery and support automation.	Native Connector	High	Custom
Tidio	Small businesses looking for an easy-to-use and affordable chatbot.	Yes	Medium	Per Seat

A detailed review of the 6 best AI shopping assistants

Here’s my detailed breakdown of the tools that made the cut, based on hands-on testing and research.

1. eesel AI

eesel AI is built on a simple idea: upgrade your current tools, don't replace them. It plugs right into Freshdesk and learns from everything you’ve got-your help center, past tickets, Shopify product catalog, and more. This means it provides answers that are accurate and on-brand. It’s a great fit if you love your current workflow but want to add a serious layer of AI without the headache of starting over. Over 1,000 support teams are already using it to enhance their customer experience.

• Pros:
• It upgrades Freshdesk, it doesn't replace it. The tool works right inside your helpdesk. Its AI Copilot helps your agents write faster replies, and the AI Agent can automatically tag, sort, and resolve tickets.
• You can test it on your real data. The simulation mode lets you run the AI on your past tickets to see how it would have performed. You get a clear idea of the ROI before you flip the switch for actual customers.

• The pricing is predictable. It’s based on interactions, so it's easy to track your spending regardless of seasonal spikes.

• Cons:

• Since it's a comprehensive platform with different products (Triage, Copilot, Agent), you’ll want to spend a little time upfront to customize it as a shopping assistant.

• Pricing: You can try it free for 7 days. The Team plan is $299/month, but if you want the full automation power of the AI Agent, you’ll need the Business plan, which starts at $799/month.

2. Freshchat (Freddy AI)

Freddy AI is the AI that comes with Freshworks, so it's built right into your Freshdesk world. The biggest plus here is convenience. There’s almost zero setup, and it all works together in one familiar interface. It's a solid first step for teams that want a native way to start experimenting with AI automation.

• Pros:

• Being native means you don't have to install or configure anything new.

• All your reporting and user permissions are consolidated inside the Freshworks ecosystem.

• Cons:

• It is primarily designed as a general support bot, so you may need to spend more time configuring it for specific shopping workflows compared to specialized e-commerce tools.

• The session-based pricing is based on blocks of sessions, which works well for teams with consistent traffic.

• Pricing: It’s included in some Freshdesk plans, but the Freddy Copilot is an add-on starting at $29/agent/month. Additional session blocks can be purchased as needed.

3. Gorgias

Gorgias is a powerful, industry-leading helpdesk designed specifically for e-commerce stores. It’s built to help turn customer service into a growth engine. The AI features are robust, particularly for guiding customers and making product recommendations.

• Pros:

• Connects deeply with Shopify, Magento, and BigCommerce, pulling in customer data instantly.

• Excellent for brands that want to suggest add-ons and manage sales directly in the chat interface.

• Cons:

• Gorgias is a comprehensive helpdesk solution. It's an excellent choice for teams looking to consolidate their tools into a single, specialized e-commerce platform.

• It's priced per ticket, which provides a clear cost structure based on your volume.

• Pricing: Plans start at $10/month per agent, with the total cost scaling based on your ticket count.

4. Alhena AI

Alhena AI is a shopping-first assistant that integrates with Freshdesk through a native integration. It’s designed to handle the entire customer journey, from answering pre-sale product questions to managing post-purchase support, all while tracking generated revenue.

• Pros:

• Features a strong e-commerce focus with catalog search and specific upselling logic.

• Focuses on accuracy by only pulling answers from your approved data sources to ensure reliable responses.

• Cons:

• Because it is highly specialized for shopping, it is best suited for brands that prioritize sales assistance as their primary AI use case.

• Pricing: There's a free plan to get started, and paid plans are based on your usage.

5. Amio AI

Amio AI is another quality platform for e-commerce brands, offering a mix of post-sale support and virtual shopping assistance. It comes with a native Freshdesk connector, which makes it easy to sync conversations and hand off from the bot to live agents.

• Pros:

• The no-code setup allows teams to launch their assistant relatively quickly.

• It balances support automation (like checking order status) with sales features (like product recommendations) effectively.

• Cons:

• It’s a great fit for small to mid-sized retailers; enterprise brands may want to evaluate its advanced scaling features during a demo.

• Pricing: You can book a demo to receive custom pricing tailored to your needs.

6. Tidio

Tidio is an accessible live chat and chatbot tool that’s a favorite for many growing businesses. Its drag-and-drop builder is easy to navigate, letting you create automated flows without any coding knowledge.

• Pros:

• Very straightforward to set up and manage, making it a great choice for non-technical teams.

• The pricing is budget-friendly, and they even offer a free plan for those just starting out.

• Cons:

• While it's great for common questions, businesses with highly complex product inquiries may eventually want to explore more specialized shopping features.

• Pricing: There's a free plan, and paid plans with AI features start at $29/month per agent.

How to choose the best AI shopping assistants for Freshdesk users

• Figure out your main goal. Are you looking to streamline ticket volume, or are you hoping to actively increase sales? If boosting revenue is a priority, you'll want a tool designed with e-commerce in mind, like eesel AI. If you're focused on answering common FAQs, Freddy AI is a great place to start.

• Take stock of your knowledge. An AI performs best when given good information. Do you have a clear help center and detailed product descriptions? A tool like eesel AI is effective here because it connects to multiple sources to create a comprehensive knowledge base.

• Pick a tool that enhances, not replaces. You’ve already put effort into Freshdesk. Find a solution that adds a smart layer on top of it. This can make life easier for your agents and get you results faster. eesel AI was built for this purpose, letting you keep your helpdesk while gaining top-tier AI capabilities.

• Try before you buy. It's always a good idea to see how a tool works with your own data. A simulation mode can be very helpful. For example, with eesel AI’s simulation feature, you can see how it would have handled real past tickets, giving you a clear look at its impact before you go live.

The takeaway: Supercharge Freshdesk, don't replace it

At the end of the day, if you're already on Freshdesk, you likely want an AI shopping assistant that complements your team. Freddy AI is a solid native option, but you may also find that tools built specifically for e-commerce can offer unique ways to turn questions into sales.

The best tool is one that slots into your current setup, gives you fine-tuned control, and has a pricing model that fits your business. It should feel like a smart new addition to your team.

That’s why eesel AI is a great option to consider. It’s designed to enhance what you already have by connecting deeply with Freshdesk and learning from your unique business knowledge. You get the benefits of a high-quality AI shopping assistant while maintaining the helpdesk you already know.

Ready to see how a smarter AI layer can transform your Freshdesk support? Start your free 7-day trial of eesel AI and see how it performs on your own tickets.