Customer support agents
Agents that answer customers, resolve tickets and hand the hard cases to a person.
18 agents, each with its inputs, outputs and review level checked by a person.
Customer support agents answer customers in chat, email and sometimes voice, using a knowledge base and the systems behind the help desk to resolve questions without a person, and they hand the rest to a human with the context already gathered. The useful distinctions are how the agent is grounded (help centre articles, past tickets, live account data), what actions it can take (refunds, order changes, password resets), and how much it does before a person sees the conversation. The listings record all three, plus the help desks each agent connects to.
When choosing, start from your resolution goal and your risk tolerance. An agent that only answers from documented articles is safe but limited; one that can act in your systems resolves more but needs guardrails and review. Pricing in this category is often per resolution or per conversation rather than per seat, so the checked pricing note matters.
The agents
- Finby IntercomResolves customer conversations across chat, email and voice from a company's own knowledge and procedures.Usage-based, from $0.99 per outcomeNeeds configurationAutonomousDetails
- Adaby AdaResolves customer service requests on voice, chat and email and escalates the rest to a person.Pricing not publishedNeeds configurationAutonomousDetails
- Agentforce Service Agentby SalesforceResolves service cases from Salesforce data and defined topics, and hands complex cases to a rep.Usage-based, from $2 per conversationNeeds configurationAutonomousDetails
- AI Answersby Help ScoutAnswers customer questions in Help Scout's Beacon from a Docs knowledge base and web sources.Usage-based, from $0.75 per resolutionNeeds configurationAutonomousDetails
- Crescendoby CrescendoResolves customer conversations on voice, chat, email and text and routes the rest to a person.Pricing not publishedNeeds configurationOptional reviewDetails
- Decagonby DecagonRuns customer service agents on chat, voice and email from procedures written in plain language.Pricing not publishedNeeds configurationAutonomousDetails
- eesel AIby eeselAnswers support tickets and internal questions from connected help centres, docs and chat tools.Usage-based, from $0.40 per taskNeeds configurationOptional reviewDetails
- Forethoughtby ForethoughtResolves, classifies and routes support tickets using a company's past tickets and help content.Quote on requestNeeds configurationAutonomousDetails
- Freddy AI Agentby FreshworksAnswers and acts on customer requests in Freshdesk from connected knowledge and business apps.Subscription, from $29 per agent/moNeeds configurationAutonomousDetails
- Gladly Sidekickby GladlyResolves customer conversations from no-code guides and the full customer profile, then hands off with context.Pricing not publishedNeeds configurationAutonomousDetails
- Gorgias AI Agentby GorgiasAnswers shoppers and acts on orders, refunds and returns for ecommerce stores.Usage-basedNeeds configurationAutonomousDetails
- Kustomer AI Agentsby KustomerResolves customer conversations on chat, email, voice and social using the full customer record.Quote on requestNeeds configurationAutonomousDetails
- Lorikeetby LorikeetResolves complex support tickets end to end by following documented procedures across a team's systems.Subscription, from $2,100/moNeeds configurationAutonomousDetails
- NiCE Cognigyby NiCERuns contact centre agents on phone and chat with handoff to live agents.Pricing not publishedNeeds configurationAutonomousDetails
- Parloaby ParloaDesigns, tests and runs contact centre agents on voice, chat and messaging.Pricing not publishedNeeds configurationAutonomousDetails
- Sierraby SierraBuilds customer service agents from a company's procedures and runs them on chat, voice, email and messaging.Usage-basedNeeds configurationAutonomousDetails
- Yuma AIby YumaResolves ecommerce support tickets and social messages through a connected helpdesk.Usage-basedNeeds configurationOptional reviewDetails
- Zendesk AI Agentsby ZendeskResolves multi-step customer requests inside Zendesk on messaging, email and voice.Subscription, from $55 per agent/moNeeds configurationAutonomousDetails
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Questions
Will a support agent replace the support team?
The vendors in this category position their agents as handling the repetitive share of conversations and escalating the rest with a summary. The review level on each listing shows whether a person approves replies before they go out.
What does a support agent need to work?
At minimum a help centre or knowledge base and a connection to the help desk. Agents that take actions also need access to the order, billing or account systems. The inputs section of each listing lists what the vendor documents.
How do these agents charge?
Commonly per resolved conversation, per conversation or as a platform subscription. Where the vendor publishes a starting price the listing shows it with the date it was checked; otherwise it says pricing is not published.