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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.

By the ai-agents.reviews teamPublished September 18, 2026Updated September 18, 2026Prices and figures verified September 18, 2026

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 — WhatsApp, Instagram and Messenger alongside chat, with EEA hosting.
  • Shopify brand: Gladly AI — public Shopify pricing at $1.50 per AI Resolution with an adjustable spending cap.
  • Platform-independent: Intercom Fin — Shopify and Stripe connectors, and it runs on Gorgias.

The ranking

1

Intercom Fin

Teams that want a price they can calculate today9.1
Price from
$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 $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 · Pricing explained · Alternatives

2

Tidio Lyro

Small online stores that want to start this week7.9
Price from
$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 · Pricing explained · Alternatives

3

Freshworks Freddy AI Agent

Small and mid-sized teams already on Freshdesk7.7
Price from
$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 · Pricing explained

4

Zendesk AI Agents

Teams already running support on Zendesk7.5
Price from
$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 · Pricing explained · Alternatives

5

Ada

Mid-market and enterprise teams that want an agent on top of their current helpdesk7.4
Price from
est. $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 $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 · Pricing explained · Alternatives

6

Gladly AI

Shopify merchants and consumer brands6.6
Price from
$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 · Pricing explained

Comparison table

ProductScorePricing modelPrice fromWorks on your existing helpdeskSelf-serve sign-upEU data residencyBest for
Intercom Fin9.1Per resolution$0.99 per resolutionYesYesYesTeams that want a price they can calculate today
Tidio Lyro7.9Per conversation$24.17 per monthYesYesYesSmall online stores that want to start this week
Freshworks Freddy AI Agent7.7Seats plus usage$0.49 per sessionNoYesYesSmall and mid-sized teams already on Freshdesk
Zendesk AI Agents7.5Seats plus usage$55 per seat per monthNoYesYesTeams already running support on Zendesk
Ada7.4Quote onlyest. $36,079 per yearYesNoYesMid-market and enterprise teams that want an agent on top of their current helpdesk
Gladly AI6.6Mixed$1.50 per resolutionYesYesNot documentedShopify 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. 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 States

There is no federal AI law for customer service bots, but existing rules apply. The FTC treats misleading AI claims as deception, California requires bots to identify themselves when they are used to sell, and AI voices on outbound calls need consent under the TCPA.

Vendors in this category price in US dollars, so the prices on this site are the prices you will be quoted. If you serve customers in Europe, also check whether the product documents EU data residency and a data processing agreement; each review lists both.

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

Sources

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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