9 Best AI Shopping Assistants for Freshdesk users
Explore the best AI shopping assistants for Freshdesk in 2025. Compare tools that boost sales and automate support.
If you’re running support on Freshdesk, you’ve likely felt the squeeze: higher ticket volume, shoppers asking product-specific questions at odd hours, and a C-suite that wants CX to reduce costs and increase sales at the same time. Freshchat (Freddy) covers the basics, but many teams now want shopping-aware AI: assistants that can converse in natural language, search your catalog, personalize recommendations, and hand off context to human agents inside Freshdesk without creating data silos.
This guide compares the best AI shopping assistants that work alongside (or as alternatives to) Freshchat. We’ll break down how they handle product discovery, order lookups, automated resolutions, human agent handoff, and analytics, and who each one is best for.
Key Criteria for Evaluating AI Shopping Assistants
- E-commerce depth: product search, PDP/Q&A, returns, exchanges, cart nudges, upsell logic
- Integration: Ease of setup, API/webhooks, and no-code workflows.
- Freshdesk fit: routing, transcript sync, ticket context, agent assist
- Accuracy & control: hallucination safeguards, knowledge controls, approvals
- Speed & containment: resolution rates, first-touch response times
- Time-to-value: setup, connectors, no-code workflows
- Revenue impact: AOV/conversion nudges, shoppable answers, attribution
Each platform was evaluated for how well it combines support automation with real revenue impact inside Freshdesk.
Best AI Shopping Assistants for Freshdesk users
This is the curated list of the best AI shopping assistants, each evaluated for Freshdesk compatibility, eCommerce depth, and measurable business impact. These tools represent the best balance between automation, accuracy, and revenue generation for customer-first brands.
1. Alhena AI
2. Freshchat (Freddy AI)
3. Eesel AI
4. Kommunicate
5. Amio AI
6. Yellow AI
7. Zowie
8. Fin AI (Intercom)
9. Rep AI
1. Alhena AI
Alhena AI is an e-commerce-first assistant that surfaces accurate, on-brand answers, recommends products, and drives revenue while resolving L1 tickets. It connects with Freshdesk to route conversations and hand off transcripts/contexts to live agents and enhances Freshchat with 24/7 AI responses when you need it.
Freshdesk Integration:
- Native setup: toggle Freshdesk in Alhena dashboard → add domain + API key.
- Works across website chat & email.
- Creates Freshdesk tickets automatically from chat.
- Adds an “Alhena Bot” agent that auto-answers & re-closes tickets.
- Escalates to live agents during business hours; after-hours creates email tickets.
- Optional: train on Freshdesk ticket data (team-enabled, PII-safe).
- Integration overview → alhena.ai/integrations/freshdesk
Key Strengths:
- Deep e-commerce understanding (catalog search, PDP Q&A, upsells).
- Fast setup; works out-of-the-box with Freshdesk.
- AI copilot for agents improves productivity and consistency.
- Tracks ROI, AOV, and conversion impact.
Best For
Freshdesk teams that want an accurate, branded AI assistant that turns pre-purchase chat into sales without abandoning their existing agent workflows.
2. Freshchat (Freddy AI)
Freshworks’ in-house AI companion that powers chat and ticket automations.
How It Integrates with Freshdesk:
- Native, no setup required, built into the same ecosystem.
- Unified workspace for tickets, chat & analytics.
Strengths:
- Simple deployment and pre-built workflows.
- Unified reporting and permissions.
Best For
Companies fully committed to Freshworks who want a basic AI baseline with minimal configuration.
3. Eesel AI
Eesel AI is an AI knowledge assistant that helps support teams auto-resolve tickets and surface answers from docs, past chats, and FAQs not built for product discovery or shopping workflows.
Freshdesk Integration
- Connects with Freshdesk to read tickets and FAQs for AI responses.
- Can auto-tag, summarize, and close simple tickets.
- Deploys as a chat widget or internal agent assist tool.
Strengths:
- Learns from help-center data and historical tickets.
- Boosts agent speed and deflection.
- Quick setup and low maintenance.
Best For
Internal CX or support enablement teams using Freshdesk who want faster internal answers, not a customer-facing shopping assistant.
4. Kommunicate
Kommunicate is a no-code AI chat & live-chat platform built for e-commerce and support teams. It offers chatbots, live-agent handoff, and multi-channel support, including web and mobile, with a strong emphasis on quick deployment and integrations.
Freshdesk Integration
- Native connector add the Freshdesk domain and API key.
- Converts chat conversations into Freshdesk tickets.
- Two-way sync: ticket status visible in chat.
- Works with Freshdesk automations for routing and tagging.
Strengths
- Super quick setup, no technical skill required.
- Works across web, mobile, WhatsApp, and Messenger.
- Great for lead capture and instant ticket creation.
Best For
E-commerce brands or Freshdesk support teams that need a fast, easy chatbot layer integrated into their current Freshdesk system, especially if their priority is automating live chat, capturing leads, and routing to tickets, rather than deep product discovery or commerce automation.
5. Amio AI
Amio AI is a chatbot platform built specifically for e-commerce: it handles after-sales support, product discovery, and live-agent escalation.
Freshdesk Integration:
- Native connector: integrates directly with Freshdesk, among other helpdesks.
- Converts chats into Freshdesk tickets; supports handoffs between bot and agent seamlessly.
- Built for no-code setup: import product feeds, define purchase intents, and link helpdesk workflow.
Strengths:
- E-commerce and support hybrid: supports product discovery, conversions, and cost-efficient support.
- High user satisfaction: easy to use, fast deployment.
- Multi-channel ready: web chat, WhatsApp, Messenger, etc.
Best For
E-commerce brands using Freshdesk that need a feature-rich shopping assistant (product recommendations, conversions, order status) and robust support automation rather than a simple FAQ bot.
6. Yellow AI
Yellow AI is a high-end conversational platform built for retail and e-commerce, enabling AI agents to handle product discovery, order tracking, payments, and voice/chat at scale.
Freshdesk Integration:
- Native integration with Freshdesk: connect the domain and API key, then the bot can create, update, and fetch tickets within Freshdesk.
- Supports ticket actions within bot flows: create tickets, attach transcripts, and escalate to agents automatically.
- Designed for omnichannel: chat, voice, email, and social, with Freshdesk as the central ticketing back-end.
Strengths:
- Enterprise-grade scalability: supports 135+ languages and 150+ plug-and-play integrations.
- Strong e-commerce capabilities: order tracking, product catalog integration, payment links, and proactive messaging for retail.
- Seamless hand-off and context preservation: the agent sees the full bot conversation and history inside Freshdesk.
Best For
Large e-commerce brands using Freshdesk that need a global, multi-channel AI assistant combining shopping automation and enterprise tickets not just a simple chat widget.
7. Zowie
Zowie is an AI automation platform built for eCommerce and retail support teams. It helps brands deflect repetitive tickets, automate order-related queries, and increase agent efficiency.
Freshdesk Integration
- Native Freshdesk integration via API and connectors.
- Automatically creates, updates, and tags tickets from chat.
- Transfers complex cases to agents in Freshdesk with full chat history.
Strengths
- Pre-trained on eCommerce FAQs (returns, shipping, order status).
- Handles 60–70% of repetitive tickets automatically.
- Unified dashboard for automation analytics and agent assist.
- Integrations across common commerce stack.
Best For
Retail and D2C brands using Freshdesk that want high containment rates and quick automation wins without replacing their helpdesk.
8. Fin AI (Intercom)
Fin AI is Intercom’s advanced conversational-agent built on GPT-4 and next-gen LLMs. It’s designed for e-commerce support and conversion handling shipping queries, exchanges, product availability, and even cart recovery.
Freshdesk Integration
- While Fin primarily sits within Intercom, it supports “any helpdesk,” including Freshdesk, via API connectors.
- You can convert chat conversations to tickets in Freshdesk by linking Intercom and Freshdesk.
- So for a Freshdesk-centric team, Fin can act as the conversational layer, routing back into Freshdesk ticketing.
Strengths
- Beautiful messenger, quick AI from help content
- Handles order tracking, exchanges, FAQs, and product discovery.
- Multi-channel (web, email, WhatsApp) and easy to deploy.
- High-accuracy AI trained on your help content and KB.
- App ecosystem for extensions
Best for
Teams using Freshdesk and Intercom who want a smart, commerce-aware AI agent for seamless support and conversions.
9. Rep AI
Rep AI is an eCommerce-focused shopping assistant that blends sales enablement with customer support, turning website visitors into buyers through personalized AI chat.
Freshdesk Integration
- Connects with Freshdesk via API and webhooks.
- Converts unresolved chats into Freshdesk tickets.
- Shares conversation context for smooth agent handoff.
Strengths:
- Built for eCommerce product discovery, cart recovery, and upsells.
- Real-time personalization and product recommendations.
- Increases conversion rates while reducing agent workload.
Best For
Brands using Freshdesk that want a sales-oriented shopping assistant capable of boosting revenue and automating L1 support.
Choosing your Freshchat alternative for Ecommerce
If you’re a Freshdesk user searching for the best Freshchat alternative, focus on tools that do more than deflect tickets. The right AI assistant should help you increase revenue, improve customer experience, and automate repetitive support tasks.
Alhena AI is an all-in-one, shopping-first AI solution purpose-built for eCommerce. It’s built to work seamlessly with Freshdesk, helping brands turn everyday support interactions into shoppable, revenue-driving experiences.
What great looks like on Freshdesk
Shoppers expect assistants that do more than answer FAQs. The bar has moved thanks to broader “agentic commerce” trends big players are making AI truly shoppable and context-aware, from discovery to instant checkout. Your assistant should:
- Search like a human: understand intent, attributes, and compatibility
- Show, not tell: return shoppable answers with product tiles, stock, price
- Take action: create/modify orders, process returns/exchanges where allowed
- Escalate with context: pass full conversation and shopper state to agents in Freshdesk/Freshchat
- Prove value: measure deflection, conversion, AOV, and revenue attribution
Industry momentum toward conversational shopping (e.g., recent “instant checkout” and camera-driven discovery announcements) is pushing assistants from “support add-on” to core revenue channel, and your tooling choice should reflect that trajectory.
TL;DR
If you want a Freshdesk-friendly assistant that drives revenue and keeps answers accurate and on-brand and an all-in-one shopping-first AI, then Alhena AI is the most complete choice in 2025.
Conclusion
Shoppers don’t wake up wanting “support”; they want confidence to buy and clarity when something goes wrong. The right AI-powered assistant should do both: resolve tickets and generate revenue, without forcing your team to change the tools they love.
If you’re on Freshdesk and considering a Freshchat alternative, Alhena AI gives you a shopping-aware all-in-one solution, an AI-powered assistant that integrates with your existing workflows, keeps answers accurate, and proves its impact in your dashboards.
See Alhena AI in action: Book a quick walkthrough, and we’ll show you how brands use Alhena to increase conversion, raise AOV, and resolve routine tickets right inside Freshdesk.
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