Yasan vs. SupportBox: an AI shop assistant, or a helpdesk with Lucy AI?
SupportBox or Yasan? A Czech helpdesk with a shared inbox and Lucy AI versus an AI shop assistant that helps shoppers find and choose products right in search.
This article was written by the Yasan team, so Yasan is our own product. We aim for a fair comparison: facts about other solutions come from their public websites, and for each one we say when it is a better fit than Yasan.
Short answer
SupportBox is a Czech helpdesk that brings emails, live chat, Messenger, Instagram, WhatsApp and phone together in one shared inbox. Its Lucy AI answers in chat and in emails, recommends products from a feed, looks up order status and helps operators. Yasan is an AI shop assistant built around search: it helps the shopper find and choose products right in the search box and uses the same catalogue knowledge in chat.
Choose SupportBox if you need to organise the work of a customer support team across channels. Yasan makes more sense if shoppers leave because they cannot find the right product.
What is Yasan
Yasan is an AI shop assistant for online stores. It handles an exact product name as ordinary search, turns a compound sentence with parameters into results, and gives advice on an open-ended need. For example:
- “Dyson V15 Detect” as ordinary search;
- “quiet vacuum cleaner for allergy sufferers under €400” as a product with a property and a price;
- “what’s the best way to vacuum dog hair from a carpet” as an advice-seeking query.
It uses the same catalogue in its AI chat. The shopper can ask follow-up questions about the differences between products and, if the store switches the feature on, about order status too. The plans include live chat, in which a person takes over the conversation. Yasan offers AI email support in its custom plan.
What is SupportBox
SupportBox is a helpdesk based on the principle “1 customer = 1 ticket”. It brings together in one inbox:
- a shared email inbox;
- live chat on the website;
- Messenger, Instagram and WhatsApp;
- a phone exchange with IVR, a queue and call recording;
- ticket assignment, labels, internal notes and statistics.
With the Shoptet add-on, the operator sees the customer’s orders next to every message, how much they have spent in total and whether the order has been paid and dispatched. The connection to Shoptet comes at no extra charge, and SupportBox lists more than 35 other integrations.
Lucy AI is a set of AI agents on top of the helpdesk. According to the vendor, it:
- answers in live chat around the clock in any language;
- acts as a product adviser, recommending products including variants and accessories from a Google feed, a Heureka feed or a custom URL;
- looks up order status through the integration with Shoptet, Shopify or an API;
- drafts replies to emails, or sends them straight away;
- transcribes and summarises calls, labels and sorts tickets, and translates messages.
SupportBox states that Lucy resolves up to 60% of common queries and hands the more complex ones over to an operator. It stores data on servers in the EU.
The main difference: search vs. a support inbox
Imagine a shopper searching for “quiet vacuum cleaner for allergy sufferers under €400”.
- Yasan is meant to process the query in the search box and show matching vacuum cleaners.
- Lucy AI can advise the shopper in live chat, if they open the chat, and recommend products from the feed.
SupportBox is designed for the team that answers customers. Yasan is designed for the shopper who is looking for products. They overlap in AI chat with product recommendations and order status.
Comparison by situation
| Situation | Yasan | SupportBox |
|---|---|---|
| Shopper looks for an exact product | Results in the main search | Lucy can recommend a product in chat |
| Product with price and parameters in one sentence | Turns the sentence straight into results | The recommendation happens in chat |
| Order status | In chat after the customer is verified | Lucy AI through the Shoptet integration; the verification method is not publicly described |
| Customer emails | AI email support in the custom plan | Shared inbox, tickets, and AI drafting or sending of replies |
| Phone | Not part of the product | Phone exchange, recording and AI call summaries |
| Social networks | Not the main purpose | Messenger, Instagram and WhatsApp in one inbox |
| Operator takes over the chat | Live chat included in the plan | Live chat with several operators in one conversation |
| The store’s main search | The core of the product | Not covered |
How we compared
We did not try SupportBox on live stores. The comparison is based on SupportBox’s website and price list and on the add-on’s page in the Shoptet catalogue, verified on 30 October 2026. Merchants’ reviews in the catalogue mainly praise the order overview next to emails and the fast support.
The quality of Lucy AI’s answers and product recommendations needs to be checked in a trial on your own catalogue.
Where SupportBox has the edge
All channels in one inbox
The team handles email, chat, social networks and phone from one place and sees each customer’s whole history across channels. Yasan does not replace an inbox like this.
An order overview for the operator
Next to every message the operator sees the orders from Shoptet and gets to the administration in one click. That also speeds up the queries the AI does not resolve.
AI for the whole support team
Lucy helps not only in chat but also with emails and on the phone: it drafts replies, sorts tickets and summarises calls.
Paying for actual usage
You pay for users in the channels you really use, and for AI answers. The number of users can be increased for the season and reduced again.
Where Yasan has the edge
AI right in search
The shopper does not have to open a chat. They type the whole request where they normally search for products.
One body of knowledge for search and chat
Search results and chat answers are based on the same catalogue, so the shopper gets the same answer wherever they ask.
A fixed monthly price
A Yasan plan includes AI search, AI chat and live chat. With SupportBox, the price grows with the number of operators and AI answers.
A focus on sales
Yasan has been built from the start for choosing products: parameters, compatibility and queries like “the same model, but in a different size”. SupportBox is built for handling requests.
Pricing
Yasan lists the plans Starter at €31.99, Go at €82.99 and Pro at €206.90 per month excluding VAT. All of them include AI search, an AI chatbot and live chat; the trial lasts 14 days.
SupportBox charges 490 Kč per month per user and module (email, live chat with social networks, phone), or 409 Kč with annual billing, excluding VAT. A Lucy AI answer costs 1 Kč in live chat and 3 Kč in email (1 AI credit = 1 Kč). The trial lasts 14 days without a payment card, and training with an expert is included in the price. Connecting existing phone lines through OptimSys is paid for separately, with a minimum charge of 1,500 Kč.
The prices cannot be compared directly. SupportBox is a helpdesk whose price grows with the size of the team and the number of AI answers; Yasan is a product for search and sales with a fixed monthly price.
When to choose SupportBox
SupportBox is probably the better choice if:
- several people in your company work on customer care;
- customers write by email, in chat and on social networks, and they call;
- you need tickets, assignment and an overview of the operators’ work;
- you want AI for emails and phone, not just for chat;
- product search on your website works well.
Example: a store with three people in support handles hundreds of emails and calls a month and loses time looking up orders in the administration.
When to choose Yasan
Yasan is probably the better choice if:
- shoppers do not find products through search;
- they type price, size or intended use into search;
- you want AI in search and in chat on top of the same catalogue;
- the main problem arises before the purchase, not after it;
- you prefer a fixed monthly price.
Example: a home appliances store gets queries such as “quiet vacuum cleaner for allergy sufferers under €400” and ordinary search returns every vacuum cleaner. The problem arises in search, not in the support inbox.
When it makes sense to use both
Here the combination makes sense more often than with other pairs. SupportBox can serve the team as a helpdesk for emails, phone and social networks, and Yasan can take care of search and product advice on the website. You do need to decide, however, which tool will run the chat window, so that the shopper does not see two bubbles.
When you need neither
If you have a small catalogue, one person on emails and only a few queries a week, an ordinary inbox and a well-written FAQ are enough. Invest in good product data and navigation first.
Verdict
SupportBox is a strong helpdesk for a team that serves customers in several channels, and Lucy AI takes routine work off its hands. Yasan is an AI shop assistant that helps shoppers find and choose products right in search.
If the volume of messages and calls is weighing on you, start with SupportBox. If shoppers leave because they cannot find the right product, start with Yasan. For many stores these two tools complement each other rather than compete.
Updated 1 November 2026. Facts about other products are based on their public websites as of that date and may change. If you find an inaccuracy, let us know and we will correct it. Found an inaccuracy? Write to [email protected].
Try Yasan on your own catalogue
The best test uses your customers’ queries. Connect your catalogue, try 20–30 real queries and compare the results. The first 14 days are free.
Connects to Shoptet, Shopify, WooCommerce and other platforms. How to set up Yasan step by step