MarketsCustomer Service & Support
Customer Service & Support
AI helpdesks, support agents, voice agents, and conversation intelligence for customer service teams. Editorial classification
Not assessed 1 week of record — pace is assessed from 4 weeks. Market Heat →Limited tracking history — direct tracking began 29 Oct 2026. Comparisons with earlier periods appear once tracking covers them.How readings are derived
- Verified changes · 30 days
- 95 tools
- Tracking
- 29 Oct 2026limited history
- When direct tracking began in this market, and the first day it covers every tool — period comparisons start from that day
Readingsthis market's records only
- Last 30 days
- 9 verified changes across 5 of 13 tracked tools. No comparison with the 30 days before: direct tracking does not cover all of them.
- Last 30 days (evidence for last 30 days)Tracked tools (evidence for last 30 days)
- Last 7 days
- No verified change in the last 7 days. No comparison with the 7 days before: direct tracking does not cover all of them. Latest verified change: 28 Oct 2026.
- Last 7 days (evidence for last 7 days)Latest (evidence for last 7 days)
- Most changes
- AI helpdesks logged 4 of 9 verified changes in the last 30 days, from 2 tools with a change; it holds 4 of 13 tracked tools.
- AI helpdesks (evidence for most changes)All 30 days (evidence for most changes)Segment (evidence for most changes)
- Kind of change
- Releases: 6 of 9. Pricing & plans: 1.
- Releases (evidence for kind of change)All 30 days (evidence for kind of change)Pricing & plans (evidence for kind of change)
Market structureobservable facts from the record · not financials or valuations
- Vendors on record
- 12 13 tracked tools
- Entered the record · 90 days
- 13 first observation dates
- Verified changes per tool · 90 days
- 1 13 changes · 9 in 30 days
- Open source or source-available
- 0 of 0 licence verified for 0 of 13
- Self-hostable
- 0 of 0 deployment verified for 0 of 13
Counts over ToolMarketCap's record of this market. They are not market size, revenue, valuation, or investment signals; an unverified licence is counted as unverified, never as closed.
Segments4 segments
- AI helpdesksCustomer-service platforms with AI agents built into the helpdesk.4 tools6 changes on recordentry prices too few to range
- Support agentsStandalone AI agents that resolve customer conversations for a business.3 tools4 changes on recordentry prices too few to range
- Voice supportAI voice agents for customer phone lines and contact centres.3 tools5 changes on recordentry prices too few to range
- Conversation intelligenceAI quality assurance, coaching, and analytics over customer conversations.3 tools4 changes on recordentry prices too few to range
Tools
13 toolsOrdered by most recent verified change first · no ranking
| Select to compare | Segment | Delivery | The lowest verified paid plan billed monthly, in USD, read from the vendor’s own pricing page. Free plans and custom quotes are not entry prices. | Free tierYes when the vendor’s own pricing shows a plan that costs nothing to start — a verified $0 plan or a sourced free-tier fact. | ActivityThe Activity Index: 0–100 for how much verified, dated change was logged for the tool in the last 90 days. It measures activity — not quality, usage, or popularity.0–100 · 90 days | The most recent change logged from a first-party source — a price, plan, release, platform, availability, or ownership change — and how long ago it happened. | When the oldest current fact or price on this record was last checked against the vendor’s page. Everything in the row is at least this fresh. | How many of the standard profile facts are verified with a source. Gaps read “Not yet verified” — they are never guessed. | ||
|---|---|---|---|---|---|---|---|---|---|---|
SierraSierra | Support agents | Managed agent platform | Not yet verified | Not yet verified | Insufficient history | Release9 days ago Sierra launches Compliance Console for outbound agents | 8 days ago | 7/12 | Support agents8 days ago | |
IntercomIntercom | AI helpdesks | Web app | No monthly priceAnnual from $29/mo | No | Insufficient history | Release3 weeks ago Phone calls route to teammates by skill | 8 days ago | 11/12 | AI helpdesks8 days ago | |
ParloaParloa | Voice support | Not yet verified | Not yet verified | Not yet verified | Insufficient history | Release3 weeks ago Personal Agent Middleware for requests from customers' AI agents | 8 days ago | 7/12 | Voice support8 days ago | |
GorgiasGorgias | AI helpdesks | Not yet verified | $10/moStarter | No | Insufficient history | Availability3 weeks ago AI Agent on Socials becomes generally available | 8 days ago | 10/12 | AI helpdesks8 days ago | |
CrestaCresta | Conversation intelligence | Not yet verified | Not yet verified | Not yet verified | Insufficient history | Release3 weeks ago Cresta launches Deputy Agent, a long-running AI agent for customer operations | 8 days ago | 7/12 | Conversation intelligence8 days ago | |
SynthflowAgentFlow AI | Voice support | Web app | Not yet verified | Not yet verified | Insufficient history | Release4 weeks ago ChatGPT plugin, post-call emails, and a new Synthflow app | 8 days ago | 9/12 | Voice support8 days ago | |
DecagonDecagon | Support agents | Managed agent platform | Not yet verified | Not yet verified | Insufficient history | Release5 weeks ago Decagon launches Voice 3, Personal Agent Gateway, Agent Modules, and Duet Apprentice | 8 days ago | 8/12 | Support agents8 days ago | |
ZendeskZendesk | AI helpdesks | Not yet verified | $25/seat/moSupport Team | No | Insufficient history | Availability5 weeks ago Voice AI agents become generally available | 8 days ago | 10/12 | AI helpdesks8 days ago | |
PolyAIPolyAI | Voice support | Agent Studio | Not yet verified | Not yet verified | Insufficient history | Release3 months ago New 1–5 PolyScore across voice, messaging, and email | 8 days ago | 9/12 | Voice support8 days ago | |
Level AILevel AI | Conversation intelligence | Not yet verified | Not yet verified | Not yet verified | Insufficient history | Release3 months ago Level AI introduces Latitude, seven CX-specific models | 8 days ago | 6/12 | Conversation intelligence8 days ago | |
FreshdeskFreshworks | AI helpdesks | Web app | No monthly priceAnnual from $19/mo | No | Insufficient history | Availability5 months ago Email AI Agent reaches Freshdesk Pro and Enterprise | 8 days ago | 10/12 | AI helpdesks8 days ago | |
Observe.AIObserve.AI | Conversation intelligence | Not yet verified | Not yet verified | Not yet verified | Insufficient history | Release5 months ago Observe.AI launches Companion Agent for frontline teams | 8 days ago | 7/12 | Conversation intelligence8 days ago | |
ForethoughtZendesk | Support agents | Not yet verified | Not yet verified | Not yet verified | Insufficient history | Ownership7 months ago Zendesk completes its acquisition of Forethought | 8 days ago | 6/12 | Support agents8 days ago |
Activity is the 0–100 Activity Index: verified change over 90 days, not quality. How it is measured →
Recent changes
- SierraRelease
Sierra launches Compliance Console for outbound agents
Compliance Console, built into the Horizon platform, sets per-channel disclosures, contact windows, holiday exclusions, frequency limits, and opt-outs for agents' proactive outreach.
sierra.ai
ObservedHigh confidencePublished 28 Oct 2026Sierra — official blog post introducing Compliance Consolehttps://sierra.ai/blog/introducing-compliance-console ↗ - SierraAvailability
Sierra is available on Google Cloud Marketplace
Companies can buy Sierra through Google Cloud Marketplace, with qualifying purchases counting toward existing Google Cloud commitments.
sierra.ai
ObservedHigh confidencePublished 26 Oct 2026Sierra — official blog post on Google Cloud Marketplace availabilityhttps://sierra.ai/blog/sierra-is-on-google-cloud-marketplace ↗ - IntercomRelease
Phone calls route to teammates by skill
Inbound Intercom phone calls now ring the teammate with the matching skill first, reusing the skills already used to route chats and emails.
intercom.com
ObservedHigh confidencePublished 16 Oct 2026Intercom — official changeloghttps://www.intercom.com/changes/en/160521-route-phone-calls-to-the-right-teammate-by-skill ↗ - ParloaRelease
Personal Agent Middleware for requests from customers' AI agents
Parloa introduced Personal Agent Middleware, which applies a brand's rules and permissions when personal AI agents contact support on a customer's behalf.
parloa.com
ObservedHigh confidencePublished 15 Oct 2026Parloa — official blog: Personal Agent Middlewarehttps://www.parloa.com/blog/ensuring-reliable-service-when-personal-ai-agents-are-your-customers/ ↗ - IntercomPlans
Workforce Management becomes part of the Pro add-on
Intercom made Workforce Management (volume forecasting, scheduling, staffing gaps) available with the Pro add-on; Beta users need Pro to keep using it.
intercom.com
ObservedHigh confidencePublished 15 Oct 2026Intercom — official changeloghttps://www.intercom.com/changes/en/160332-plan-your-support-team-s-staffing-without-the-spreadsheet ↗ - GorgiasAvailability
AI Agent on Socials becomes generally available
After a beta, Gorgias AI Agent now answers on Instagram DMs, Facebook Messenger, and WhatsApp for all AI Agent customers, with same-thread handover to the team.
updates.gorgias.com
ObservedHigh confidencePublished 14 Oct 2026Gorgias — official update: AI Agent on Socials GAhttps://updates.gorgias.com/publications/ai-agent-on-socials-is-now-generally-available ↗ - CrestaRelease
Cresta launches Deputy Agent, a long-running AI agent for customer operations
Deputy Agent automates work that continues after a customer interaction, executing workflows across systems and teams until the job is done.
cresta.com
ObservedHigh confidencePublished 13 Oct 2026Cresta — official blog post introducing Deputy Agenthttps://cresta.com/blog/meet-deputy-agent-a-long-running-ai-agent-built-for-customer-operations ↗ - GorgiasRelease
AI Coverage puts AI Agent intents and handovers on one page
Gorgias released AI Coverage (formerly Intents), showing every intent with its tickets and handovers and letting teams choose what AI Agent handles or hands to the team.
updates.gorgias.com
ObservedHigh confidencePublished 8 Oct 2026Gorgias — official update: AI Coveragehttps://updates.gorgias.com/publications/control-what-ai-agent-handles-from-one-place-with-ai-coverage ↗
Pricing
2 of 13 tools have a verified monthly entry price — 1 per plan: at $10/mo; 1 per seat: at $25/seat/mo. Tools without a monthly entry price may still list annual, usage-based, or custom pricing on their profiles.
View as table
| Segment | Entry price | Tools |
|---|---|---|
| AI helpdesks | $10 | Gorgias |
Activityobserved change activity, not quality
No tool in this market has an Activity value yet: the index needs three logged changes and recent verification, and this market's tracking history is still short.
Comparisonssame segment
Evidence
- Every fact and price links to the vendor page it was read on, with the date. How verification works
- Segments and markets are an editorial classification. How segments are assigned
- Readings are counts and medians over this market’s records only. How readings are derived