Customer support is the backbone of any e-commerce business, but keeping up with rising customer expectations is a constant challenge. With more shoppers turning to online platforms such as Shopify, WooCommerce, Magento, and BigCommerce, e-commerce support teams struggle to handle increasing ticket volumes without compromising service quality. According to one study, 79% of consumers will stop doing business with a brand after just one bad experience, making customer service automation more critical than ever.
AI-powered tools like eesel AI and Gleen AI (now rebranded as Alhena AI) promise to improve response times, reduce costs, and enhance the customer experience. But not all AI solutions are built the same. While eesel AI has remained consistent, improving its deep Zendesk integration and multi-bot system, Gleen AI’s recent rebrand to Alhena AI raises some questions. The move signals an attempt to reposition itself in the e-commerce space, but does it actually deliver more value or just a new name?
In this head-to-head comparison, we will break down key factors like automation accuracy, integration with e-commerce platforms, ease of setup, pricing, and overall ROI to determine which AI support tool is the smarter choice for e-commerce brands using Zendesk.
Understanding AI chatbots in e-commerce support
E-commerce is booming, but with growth comes higher customer expectations. Shoppers want instant and accurate support. Whether they’re checking order status, requesting a return, or troubleshooting a product issue. The problem? Support teams are overwhelmed, especially during peak shopping seasons.
Unlike the olden days, traditional support relied on manual ticket routing, scripted responses, and long wait times that required an agent to pick up the phone 24/7 just to handle common inquiries. This approach not only overwhelmed teams but also led to higher costs and slower response times.
AI chatbots change the game by automating repetitive tasks, freeing up agents for complex issues, and making sure no customer is left waiting. Here’s why they’re a must-have for e-commerce support:
Take eesel AI, for example. It connects directly to Zendesk, Shopify, Google Drive, and Slack, learning from past tickets and internal knowledge bases. That means customers get smarter, more relevant replies, without agents needing to step in every time.
How eesel AI and Gleen AI perform in Zendesk
Zendesk is already a premium help desk platform, and while it offers built-in AI features, they come at a steep price. Scaling your support team often means paying for add-ons like advanced AI, incurring overage fees, or upgrading to a higher-tier plan, all of which can quickly drive up costs.
A smarter, more cost-effective approach is to stick to your current Zendesk plan and enhance its capabilities with third-party AI tools like eesel AI and Gleen AI (now Alhena AI). These tools both integrate with Zendesk to automate customer inquiries, reduce agent workload, and improve efficiency, without forcing you into an expensive Zendesk upgrade.
But how do they compare?
Which AI handles customer support better?
Both eesel AI and Gleen AI offer AI-powered automation, but their approaches are fundamentally different. The key difference? How they structure their AI bots and handle customer inquiries.
- eesel AI uses a multi-bot system, meaning you can create specialized bots for different tasks like tracking orders, handling returns, or answering product-related questions. This keeps accuracy high because each bot is trained for a specific job, reducing errors and improving customer experience.
- Gleen AI relies on a single-bot system, which works well for basic automation but may struggle with more complex, multi-step customer interactions.
This difference directly impacts efficiency. With eesel AI’s multi-bot architecture, businesses can train AI to handle different types of inquiries separately, making responses more relevant and reducing confusion for customers. Meanwhile, Gleen AI’s single-bot system is more of a generalist, meaning it may not always provide the most precise response to complex queries.
Key differences in automation capabilities:
| Feature | eesel AI | Gleen AI |
|---|---|---|
| Pricing Model | Pay per interaction | Per conversation pricing |
| Bot Architecture | Multi-bot workflow | Single bot system |
| Training Sources | 100+ integrations | Knowledge base focused |
| API Actions | Custom workflows | Limited actions |
| Accuracy Tracking | Real-time monitoring | Basic analytics |
Which AI integrates better with e-commerce platforms?
Automation is only part of the equation—a chatbot’s real value comes from how well it integrates with your existing tools. For e-commerce brands, real-time data access is essential for fast, accurate customer support.
Both eesel AI and Gleen AI integrate with Zendesk, but their e-commerce capabilities differ significantly:
- eesel AI offers deep API customization, seamlessly integrating with Shopify, WooCommerce, BigCommerce, Magento, and more. This allows businesses to:
- Instantly fetch order details for customers without agent intervention.
- Automate refunds and order modifications in real time.
- Provide live inventory updates for accurate product recommendations.
- Keep customer records in sync between your store and Zendesk.
- Gleen AI has limited customization, relying mainly on knowledge base connections rather than full API integration.
A strategic approach to AI support starts with automating your most common customer inquiries and expanding based on real usage data. This ensures optimal accuracy, reduced agent workload, and a consistent brand voice across all customer touchpoints.
For businesses that need flexibility, deeper integrations, and a scalable AI solution, eesel AI is the clearer choice.
How much does eesel AI and Gleen AI cost?
When evaluating AI customer service tools, it’s important to consider both the cost and the potential return on investment (ROI). Understanding how much you’ll pay and how it impacts efficiency can help you choose the right solution for your business.
What’s the better deal?
Both platforms take different approaches to pricing that can impact your total cost of ownership:
| Feature | eesel AI | Gleen AI |
|---|---|---|
| Base Plan | $39/month with up to 500 interactions | $1.10 per conversation |
| Custom Plan | Custom pricing | Custom pricing |
| Per Agent Fees | No | No |
| Integration Options | Unlimited | Unlimited |
| Support SLA | 24/7 dedicated | Standard |
| Analytics Features | Advanced reporting | Basic metrics |
| Free Trial | Yes | Yes |
If your business handles a high volume of customer inquiries, eesel AI offers a far more cost-effective solution than Gleen AI (Alhena AI). With eesel AI’s fixed pricing, you pay $39 per month for up to 500 interactions, $239 for 1,000, and $639 for 3,000, keeping costs predictable.
In contrast, Gleen AI charges $1.10 per conversation, which can quickly add up. At 500 conversations, Gleen AI costs $550 which is already over 13 times more expensive than eesel AI. At 1,000 conversations, Gleen AI jumps to $1,100, and at 3,000, it reaches $3,300, while eesel AI remains at just $639.
For businesses managing thousands of conversations per month, eesel AI provides the same AI-powered automation at a fraction of the cost, helping you scale support without unpredictable expenses.
Which AI offers better value?
When assessing the true value of an AI support solution, businesses need to look beyond just pricing and focus on efficiency, cost savings, and customer impact. A cost-effective AI should not only reduce expenses but also improve support performance in measurable ways.
Here’s how to evaluate ROI (Return on Investment) for AI-powered customer service:
- Ticket deflection rate – How many customer inquiries AI resolves without needing a human agent. A higher deflection rate means lower staffing costs and faster response times.
- Average resolution time – AI should speed up ticket handling, reducing wait times and improving customer satisfaction (CSAT).
- Cost per ticket – Measures the operational savings AI provides by reducing agent workload.
- Agent productivity – AI should free up support teams to handle complex issues instead of repetitive queries.
- Customer satisfaction scores (CSAT) – A good AI should not only resolve tickets faster but also maintain high-quality, accurate responses.
eesel AI helps businesses track these key metrics through advanced reporting and real-time analytics. Unlike Gleen AI, which charges per conversation, eesel AI provides predictable pricing and detailed insights into AI efficiency, ensuring companies can measure and optimize ROI continuously.
Pro tip: Use eesel AI’s ROI calculator to estimate cost savings based on your ticket volume, resolution time, and support costs. This tool helps businesses visualize the impact of AI automation and make data-driven decisions.
Which AI support is right for you?
Choosing the right AI for Zendesk support automation comes down to cost, flexibility, and scalability.
If you need advanced automation, multi-bot workflows, and deep customization, eesel AI is the better choice. It offers predictable pricing, seamless integrations, and dedicated support, making it ideal for businesses handling high-volume or complex customer inquiries.
Gleen AI provides a simpler, pre-built chatbot solution that works for businesses with basic automation needs but lacks the flexibility of eesel AI’s custom workflows and API integrations.
For businesses looking to scale support efficiently while keeping costs in check, eesel AI offers better long-term value. Its multi-bot system, fixed pricing, and rapid implementation make it a powerful AI alternative for Zendesk users.
