# The best AI customer service agents for e-commerce

> AI support agents for online stores, judged on commerce integrations, messaging channels, pricing you can predict through peak season, and evidence from retail customers: Tidio Lyro, Gladly AI, Intercom Fin, Zendesk, Freshworks Freddy and Ada.

Published: 18 September 2026 · Updated: 18 September 2026 · Prices and figures verified: 18 September 2026 · By the ai-agents.reviews team

This page was researched and drafted with AI assistance from the sources listed on it. We have not run hands-on tests of these products. Method: [How we review](https://ai-agents.reviews/en-gb/how-we-review)

For most online stores the best AI customer service agent is Tidio Lyro if you are small and Gladly AI if you are a consumer brand on Shopify, with Intercom Fin the strongest option that is not tied to one commerce platform. What matters in retail is whether the agent can look up an order, where your customers message you, and what happens to the bill in November.

Store traffic is spiky. A pricing model that looks cheap in an average month can double in peak season, so we weight predictable billing and spending caps more heavily here than on our main list.

**Quick picks**

- **Small store:** [Tidio Lyro](https://ai-agents.reviews/en-gb/reviews/tidio-lyro) — WhatsApp, Instagram and Messenger alongside chat, with EEA hosting.
- **Shopify brand:** [Gladly AI](https://ai-agents.reviews/en-gb/reviews/gladly) — public Shopify pricing at US$1.50 per AI Resolution with an adjustable spending cap.
- **Platform-independent:** [Intercom Fin](https://ai-agents.reviews/en-gb/reviews/intercom-fin) — Shopify and Stripe connectors, and it runs on Gorgias.

> **Scored on a public rubric, from sources you can open.** Every score on this site comes from five published criteria: pricing transparency, performance evidence, access, coverage, and control. Each price and percentage comes from one product database and links to its source, so every page agrees with every other page. Rubric v1.0 · We have not run hands-on tests yet, and no page here claims we did. [Read the full method](https://ai-agents.reviews/en-gb/how-we-review)

## The ranking

### 1. Intercom Fin — 9.1/10

_Teams that want a price they can calculate today_

- **Price from:** US$0.99 per resolution
- **Pricing model:** Per resolution
- **Works on your existing helpdesk:** Yes
- **Self-serve sign-up:** Yes

Fin is the AI agent from the company formerly called Intercom, which renamed itself Fin in May 2026. It runs inside the Intercom helpdesk or on top of another one, charges US$0.99 per outcome, and documents more about its pricing, languages and certifications than any other product we reviewed.

> Pay per outcome with no platform fee, which is forgiving when volume swings.

**The catch:** Customer silence for 24 hours is billed as a resolution, and so is a handoff to a human that you configured. Salesforce has agreed to buy the company.

[Read the review](https://ai-agents.reviews/en-gb/reviews/intercom-fin) · [Pricing explained](https://ai-agents.reviews/en-gb/pricing/intercom-fin) · [Alternatives](https://ai-agents.reviews/en-gb/alternatives/intercom-fin)

### 2. Tidio Lyro — 7.9/10

_Small online stores that want to start this week_

- **Price from:** US$24.17 per month
- **Pricing model:** Per conversation
- **Works on your existing helpdesk:** Yes
- **Self-serve sign-up:** Yes

Lyro is Tidio's AI agent for small and mid-sized e-commerce businesses. It works as an add-on to Tidio, on its own, or on Zendesk, Intercom and Salesforce through Lyro Connect. Entry prices are public, data is hosted in the EEA, and it supports 48 languages.

> Made for small stores and present on the social channels shoppers actually use.

**The catch:** A conversation thread closes after 15 idle minutes, so a visitor who comes back is billed again, and the free quota never resets.

[Read the review](https://ai-agents.reviews/en-gb/reviews/tidio-lyro) · [Pricing explained](https://ai-agents.reviews/en-gb/pricing/tidio-lyro) · [Alternatives](https://ai-agents.reviews/en-gb/alternatives/tidio-lyro)

### 3. Freshworks Freddy AI Agent — 7.7/10

_Small and mid-sized teams already on Freshdesk_

- **Price from:** US$0.49 per session
- **Pricing model:** Seats plus usage
- **Works on your existing helpdesk:** Requires Freshdesk
- **Self-serve sign-up:** Yes

Freddy AI Agent is the no-code agent inside Freshdesk and Freshdesk Omni. Prices are public and setup is self-serve, but the billing unit is a session, not a resolution, and the session price rose about fivefold in November 2025.

> Shopify, Stripe and PayPal integrations, but every session is billed, which hurts in peak season.

**The catch:** A session is consumed whether or not the customer's problem is solved, and the 500 free sessions are a one-time allotment, not monthly.

[Read the review](https://ai-agents.reviews/en-gb/reviews/freshworks-freddy) · [Pricing explained](https://ai-agents.reviews/en-gb/pricing/freshworks-freddy)

### 4. Zendesk AI Agents — 7.5/10

_Teams already running support on Zendesk_

- **Price from:** US$55 per seat per month
- **Pricing model:** Seats plus usage
- **Works on your existing helpdesk:** Requires Zendesk Suite
- **Self-serve sign-up:** Yes

Zendesk's AI agents are built into Zendesk Suite and Support plans. Since May 2026 the agentic features are included in every plan and only resolutions verified by a model are billed. What Zendesk still does not publish is what a resolution costs.

> A sound choice if your store's support already runs on Zendesk.

**The catch:** The price per automated resolution is not published anywhere. The only figure in the open is a 2025 forum comment from a Zendesk product manager.

[Read the review](https://ai-agents.reviews/en-gb/reviews/zendesk-ai-agents) · [Pricing explained](https://ai-agents.reviews/en-gb/pricing/zendesk-ai-agents) · [Alternatives](https://ai-agents.reviews/en-gb/alternatives/zendesk-ai-agents)

### 5. Ada — 7.4/10

_Mid-market and enterprise teams that want an agent on top of their current helpdesk_

- **Price from:** est. US$36,079 per year
- **Pricing model:** Quote only
- **Works on your existing helpdesk:** Yes
- **Self-serve sign-up:** No

Ada is a Toronto company whose agent works across messaging, email and voice on top of the helpdesk you already have. It sells by quote, but it is the one enterprise vendor with substantial procurement data: a median contract of US$72,000 a year across 114 purchases.

> For large retailers: works with Gorgias and Zendesk, sold by quote.

**The catch:** Ada's own AI decides which conversations count as billable resolutions, and the contract allows the count to be calculated from a sampled rate.

[Read the review](https://ai-agents.reviews/en-gb/reviews/ada) · [Pricing explained](https://ai-agents.reviews/en-gb/pricing/ada) · [Alternatives](https://ai-agents.reviews/en-gb/alternatives/ada)

### 6. Gladly AI — 6.6/10

_Shopify merchants and consumer brands_

- **Price from:** US$1.50 per resolution
- **Pricing model:** Mixed
- **Works on your existing helpdesk:** Yes
- **Self-serve sign-up:** Yes

Gladly AI, formerly Gladly Sidekick, is aimed at retail and consumer brands. It runs inside Gladly's own helpdesk or on top of Gorgias, Zendesk and Salesforce. The only public prices are on the Shopify App Store; everything else is by quote.

> Retail-focused, with named retail customers publishing results from 37% to 68%.

**The catch:** An AI Resolution is not technically defined anywhere we could find, and AI Assists are billed as well.

[Read the review](https://ai-agents.reviews/en-gb/reviews/gladly) · [Pricing explained](https://ai-agents.reviews/en-gb/pricing/gladly)

## Comparison table

| Product | Score | Pricing model | Price from | Works on your existing helpdesk | Self-serve sign-up | EU data residency | Best for |
| --- | --- | --- | --- | --- | --- | --- | --- |
| [Intercom Fin](https://ai-agents.reviews/en-gb/reviews/intercom-fin) | 9.1 | Per resolution | US$0.99 per resolution | Yes | Yes | Yes | Teams that want a price they can calculate today |
| [Tidio Lyro](https://ai-agents.reviews/en-gb/reviews/tidio-lyro) | 7.9 | Per conversation | US$24.17 per month | Yes | Yes | Yes | Small online stores that want to start this week |
| [Freshworks Freddy AI Agent](https://ai-agents.reviews/en-gb/reviews/freshworks-freddy) | 7.7 | Seats plus usage | US$0.49 per session | No | Yes | Yes | Small and mid-sized teams already on Freshdesk |
| [Zendesk AI Agents](https://ai-agents.reviews/en-gb/reviews/zendesk-ai-agents) | 7.5 | Seats plus usage | US$55 per seat per month | No | Yes | Yes | Teams already running support on Zendesk |
| [Ada](https://ai-agents.reviews/en-gb/reviews/ada) | 7.4 | Quote only | est. US$36,079 per year | Yes | No | Yes | Mid-market and enterprise teams that want an agent on top of their current helpdesk |
| [Gladly AI](https://ai-agents.reviews/en-gb/reviews/gladly) | 6.6 | Mixed | US$1.50 per resolution | Yes | Yes | Not documented | Shopify merchants and consumer brands |

## How to choose

**Check the order lookup first.** An agent that cannot see order status will hand off your most common question. Ask each vendor to show it on your platform.

**Model your peak month.** Put your busiest month into the [calculator](https://ai-agents.reviews/en-gb/tools/cost-calculator). Per-conversation and per-session products charge for every contact, including the ones the AI fails.

**Watch how returning shoppers are counted.** Tidio closes a thread after 15 idle minutes; Freshworks counts a new session after 24 hours. A shopper who comes back can be billed again.

## Verdict

Small stores should start with Tidio Lyro. Shopify brands with a support team should look at Gladly AI for its open Shopify pricing and retail focus. If you expect to change commerce or support platforms, Intercom Fin keeps your options open.

## For buyers in the United Kingdom

The UK has no AI Act. An AI support agent is governed by the law you already know: UK GDPR and the Data Protection Act 2018, PECR for anything a chat widget stores on a device, and, for regulated financial firms, the FCA's Consumer Duty. Rules on automated decisions changed on 5 February 2026.

Vendors in this category price in US dollars, so that is what we show; we do not convert prices, because an assumed exchange rate is not a quote. Each review states whether the product documents a UK or EU hosting region and whether it supports the UK–US data bridge route for transfers.

## Frequently asked questions

### Which AI agents integrate with Shopify?

In our research, Tidio Lyro, Gladly AI, Intercom Fin, Freshworks Freddy and Forethought document a Shopify integration. We did not find one for Ada or Decagon.

### What is a realistic resolution rate for a store?

Named retail and consumer customers in the case studies we read report between 30% and 68%. Order status and returns policy questions resolve well; damaged goods and refunds usually need a person.

## Keep reading

- [The best AI customer service agents in 2026](https://ai-agents.reviews/en-gb/best/ai-customer-service-agents)
- [The best AI customer service agents for small business](https://ai-agents.reviews/en-gb/best/for-small-business)
- [The best AI customer service agents for enterprise](https://ai-agents.reviews/en-gb/best/for-enterprise)
- [The best AI customer service agents for Zendesk](https://ai-agents.reviews/en-gb/best/for-zendesk)
- [The best AI customer service agents for Salesforce](https://ai-agents.reviews/en-gb/best/for-salesforce)
- [What counts as a resolution?](https://ai-agents.reviews/en-gb/guides/what-counts-as-a-resolution)
- [How to run an AI agent pilot](https://ai-agents.reviews/en-gb/guides/how-to-run-an-ai-agent-pilot)

## Sources

- [Fin homepage](https://fin.ai/) — Fin · 18 September 2026
- [Fin pricing](https://fin.ai/pricing) — Fin · 18 September 2026
- [Intercom pricing](https://www.intercom.com/pricing) — Intercom (Fin) · 18 September 2026
- [Fin pricing: outcomes](https://fin.ai/help/en/articles/13975800-fin-pricing-outcomes) — Fin Help Center · 18 September 2026
- [Anthropic customer story](https://fin.ai/customers/anthropic) — Fin · 18 September 2026
- [Lightspeed customer story](https://fin.ai/customers/lightspeed) — Fin · 18 September 2026
- [Fin channels](https://fin.ai/channels) — Fin · 18 September 2026
- [Fin integrations](https://fin.ai/integrations) — Fin · 18 September 2026
- [Use Fin AI Agent in multiple languages](https://fin.ai/help/en/articles/10840651-use-fin-ai-agent-in-multiple-languages) — Fin Help Center · 18 September 2026
- [Regional data hosting](https://fin.ai/help/en/articles/13976037-regional-data-hosting) — Fin Help Center · 18 September 2026
- [Intercom security](https://www.intercom.com/security) — Intercom (Fin) · 18 September 2026
- [Fin AI Agent explained](https://fin.ai/help/en/articles/13975995-fin-ai-agent-explained) — Fin Help Center · 18 September 2026
- [Today, Intercom becomes Fin](https://www.intercom.com/blog/today-intercom-becomes-fin/) — Intercom (Fin) · 18 September 2026
- [Salesforce signs definitive agreement to acquire Fin](https://www.salesforce.com/news/press-releases/2026/06/15/salesforce-signs-definitive-agreement-to-acquire-fin/) — Salesforce · 18 September 2026
- [Lyro AI Agent](https://www.tidio.com/ai-agent/) — Tidio · 18 September 2026
- [Tidio pricing](https://www.tidio.com/pricing/) — Tidio · 18 September 2026
- [The Lyro AI agent limit](https://help.tidio.com/hc/en-us/articles/13924459295900-The-Lyro-AI-agent-limit) — Tidio Help Center · 18 September 2026
- [Lyro, the conversational AI agent](https://help.tidio.com/hc/en-us/articles/9003475527196-Lyro-the-conversational-AI-agent) — Tidio Help Center · 18 September 2026
- [Lyro multilanguage support](https://help.tidio.com/hc/en-us/articles/12643043611036-Lyro-Multilanguage-support) — Tidio Help Center · 18 September 2026
- [Privacy policy and GDPR compliance](https://help.tidio.com/hc/en-us/articles/5462910440220-Privacy-Policy-and-GDPR-Compliance) — Tidio Help Center · 18 September 2026
- [Lyro: build and integrate](https://www.tidio.com/ai-agent/build-and-integrate/) — Tidio · 18 September 2026
- [Lyro achieves best resolution rates in industry (31 March 2025)](https://www.tidio.com/blog/lyro-achieves-best-resolution-rates-in-industry/) — Tidio · 18 September 2026
- [Borrowell case study](https://www.tidio.com/blog/borrowell-case-study/) — Tidio · 18 September 2026
- [Tidio support team achieves 58% automation with Lyro](https://www.tidio.com/blog/lyro-case-study/) — Tidio · 18 September 2026
- [Tidio earns SOC 2 Type 2 certification (14 October 2025)](https://www.einpresswire.com/article/858163495/tidio-earns-soc-2-type-2-certification-strengthening-trust-in-its-ai-powered-customer-service-platform) — EIN Presswire · 18 September 2026
- [About Tidio](https://www.tidio.com/about/) — Tidio · 18 September 2026
- [Freddy AI Agent](https://www.freshworks.com/freshdesk/omni/freddy-ai-agent/) — Freshworks · 18 September 2026
- [Freshdesk pricing](https://www.freshworks.com/freshdesk/pricing/) — Freshworks · 18 September 2026
- [Freddy AI Agent sessions FAQs](https://crmsupport.freshworks.com/support/solutions/articles/50000004664-freddy-ai-agent-sessions-faqs) — Freshworks Support · 18 September 2026
- [Manage Freddy AI add-ons](https://support.freshdesk.com/support/solutions/articles/50000011515-manage-freddy-ai-add-ons) — Freshdesk Support · 18 September 2026
- [Overview of Freddy AI for ticketing](https://support.freshdesk.com/support/solutions/articles/50000010359-overview-of-freddy-ai-for-ticketing) — Freshdesk Support · 18 September 2026
- [Voice AI Agent integration in Freshcaller](https://crmsupport.freshworks.com/support/solutions/articles/50000011867-voice-ai-agent-integration-in-freshcaller) — Freshworks Support · 18 September 2026
- [Configure AI Agent responses](https://crmsupport.freshworks.com/support/solutions/articles/50000010091-configure-ai-agent-responses) — Freshworks Support · 18 September 2026
- [Freshworks launches new AI capabilities (13 November 2025)](https://www.freshworks.com/pressrelease/freshworks-launches-new-ai-capabilities-to-minimize-customer-service-fragmentation-and-deliver-faster-more-personal-support/) — Freshworks · 18 September 2026
- [Hobbycraft customer story](https://www.freshworks.com/customers/stories/hobbycraft/) — Freshworks · 18 September 2026
- [Freshworks Q4 2025 earnings call transcript](https://www.fool.com/earnings/call-transcripts/2026/02/11/freshworks-frsh-q4-2025-earnings-call-transcript/) — The Motley Fool · 18 September 2026
- [Where are your data servers located?](https://support.freshdesk.com/support/solutions/articles/235810-where-is-your-data-servers-located-) — Freshdesk Support · 18 September 2026
- [Freshworks Trust Center](https://trust.freshworks.com/) — Freshworks · 18 September 2026
- [Freshworks](https://en.wikipedia.org/wiki/Freshworks) — Wikipedia · 18 September 2026
- [Zendesk AI agents](https://www.zendesk.com/service/ai/ai-agents/) — Zendesk · 18 September 2026
- [Zendesk pricing](https://www.zendesk.com/pricing/) — Zendesk · 18 September 2026
- [About automated resolutions for AI agents](https://support.zendesk.com/hc/en-us/articles/5352026794010-About-automated-resolutions-for-AI-agents) — Zendesk Help · 18 September 2026
- [About automated resolution tiers](https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers) — Zendesk Help · 18 September 2026
- [What happens when I exceed my automated resolutions limit](https://support.zendesk.com/hc/en-us/articles/9751536041754-What-happens-when-I-exceed-my-automated-resolutions-limit) — Zendesk Help · 18 September 2026
- [Announcing expanded access to AI agent capabilities for all Zendesk customers](https://support.zendesk.com/hc/en-us/articles/10487730059034-Announcing-expanded-access-to-AI-agent-capabilities-for-all-Zendesk-customers) — Zendesk Help · 18 September 2026
- [Community forum comment by a Zendesk product manager on the automated resolution list price (August 2025, unofficial)](https://community.zendesk.com/product-updates/we-are-excited-to-launch-ai-agents-and-automated-resolutions-6337/index9.html) — Zendesk Community · 18 September 2026
- [TeamSystem customer story](https://www.zendesk.com/customer/teamsystem/) — Zendesk · 18 September 2026
- [Hello Sugar customer story](https://www.zendesk.com/customer/hello-sugar/) — Zendesk · 18 September 2026
- [Languages supported by AI agents](https://support.zendesk.com/hc/en-us/articles/8357749663130-Languages-supported-by-AI-agents) — Zendesk Help · 18 September 2026
- [Regional Data Hosting Policy](https://support.zendesk.com/hc/en-us/articles/4408883599130-Regional-Data-Hosting-Policy) — Zendesk Help · 18 September 2026
- [Zendesk Trust Center](https://www.zendesk.com/trust-center/) — Zendesk · 18 September 2026
- [Zendesk says its new AI agent can solve 80% of support issues](https://techcrunch.com/2025/10/08/zendesk-says-its-new-ai-agent-can-solve-80-of-support-issues) — TechCrunch · 18 September 2026
- [Zendesk acquires agentic customer service startup Forethought](https://techcrunch.com/2026/03/11/zendesk-acquires-agentic-customer-service-startup-forethought/) — TechCrunch · 18 September 2026
- [Ada homepage](https://www.ada.cx) — Ada · 18 September 2026
- [Ada platform](https://www.ada.cx/platform/) — Ada · 18 September 2026
- [Ada messaging](https://www.ada.cx/platform/messaging/) — Ada · 18 September 2026
- [Ada integrations](https://www.ada.cx/platform/integrations/) — Ada · 18 September 2026
- [Service-specific terms](https://www.ada.cx/legal/service-specific-terms/) — Ada · 18 September 2026
- [Understand and improve your AI agent's automated resolution rate](https://docs.ada.cx/docs/generative/measure-success/understand-and-improve-your-ai-agent-s-automated-resolution-rate) — Ada Docs · 18 September 2026
- [About multilingual support](https://docs.ada.cx/docs/setup/languages/about-multilingual-support) — Ada Docs · 18 September 2026
- [Ada subprocessors](https://www.ada.cx/subprocessors) — Ada · 18 September 2026
- [Ada trust](https://www.ada.cx/platform/trust/) — Ada · 18 September 2026
- [Epos Now case study](https://www.ada.cx/case-study/epos-now/) — Ada · 18 September 2026
- [Life360 case study](https://www.ada.cx/case-study/life360/) — Ada · 18 September 2026
- [Ada doubles YoY growth as demand for agentic customer service surges (3 March 2026)](https://www.ada.cx/media-center/press-release/ada-doubles-yoy-growth-as-demand-for-agentic-customer-service-surges/) — Ada · 18 September 2026
- [Ada pricing (buyer data, 114 purchases)](https://www.vendr.com/marketplace/ada) — Vendr · 18 September 2026
- [Ada company profile](https://sacra.com/c/ada/) — Sacra · 18 September 2026
- [Gladly AI product page](https://www.gladly.ai/product/ai/) — Gladly · 18 September 2026
- [Gladly pricing](https://www.gladly.ai/pricing/) — Gladly · 18 September 2026
- [Gladly on the Shopify App Store](https://apps.shopify.com/gladly) — Shopify App Store · 18 September 2026
- [AI pricing: deflection vs outcomes](https://www.gladly.ai/blog/ai-pricing-deflection-vs-outcomes/) — Gladly · 18 September 2026
- [What is Gladly AI](https://help.gladly.com/docs/what-is-gladly-ai) — Gladly Help · 18 September 2026
- [March 2026 releases](https://help.gladly.com/docs/march-2026-releases) — Gladly Help · 18 September 2026
- [Set up the Gladly AI Gorgias integration](https://help.gladly.com/docs/set-up-the-gladly-ai-gorgias-integration) — Gladly Help · 18 September 2026
- [Why your helpdesk needs Gladly](https://www.gladly.ai/blog/why-your-helpdesk-needs-gladly/) — Gladly · 18 September 2026
- [Voice and SMS phone number costs](https://help.gladly.com/docs/voice-and-sms-phone-number-costs) — Gladly Help · 18 September 2026
- [AI security and compliance](https://help.gladly.com/docs/ai-security-and-compliance) — Gladly Help · 18 September 2026
- [Gladly customers](https://www.gladly.ai/customers/) — Gladly · 18 September 2026
- [Breeze Airways customer story](https://www.gladly.ai/customers/breeze-airways/) — Gladly · 18 September 2026
- [Gladly announces agentic commerce capabilities at Gladly Connect Live (6 May 2026)](https://www.prnewswire.com/news-releases/gladly-announces-agentic-commerce-capabilities-at-gladly-connect-live-302764492.html) — PR Newswire · 18 September 2026

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Canonical: https://ai-agents.reviews/en-gb/best/for-ecommerce