AI 고객 지원 에이전트 비교
지원 시스템 및 채널과 통합되어 대화 스트림을 처리하고, 지식 베이스와 CRM을 조회하고, 의도를 분류해 라우팅하며, 지원 워크플로 내에서 제한된 작업(답변, 태그 지정, 에스컬레이션, 객체 업데이트)을 실행하는 에이전트입니다.
언어 모델을 비교하려면 모델 벤치마크를 확인하세요.
| Product | Released | Type | Chatbot | Voice | SMS | Social | Actions | Price | Description | ||
|---|---|---|---|---|---|---|---|---|---|---|---|
| Zendesk AI Agents | Apr 2024 | Built-in | SubscriptionEnterpriseUsage-based $55-169+/mo | AI layer within Zendesk Suite — uses existing help center content, ticket history, and routing rules to resolve conversations across chat, email, and voice. Built on acquired Ultimate.ai technology. | |||||||
| Intercom Fin | Mar 2023 | Built-in | SubscriptionEnterpriseUsage-based $29-132+/mo | Conversational support agent with Procedures for complex multi-step workflows (refunds, subscription changes). Fin 3 deploys standalone via fin.ai alongside Zendesk, Salesforce, or HubSpot. | |||||||
| Salesforce Agentforce | Oct 2024 | Built-in | SubscriptionEnterpriseUsage-based $2/convo+ | Salesforce-native automation with direct access to CRM metadata, objects, permissions, and workflows. Agentforce Contact Center unifies voice, digital channels, and CRM in a single layer. | |||||||
| Gorgias | 2015 | Built-in | SubscriptionEnterpriseUsage-based $10-900+/mo | E-commerce helpdesk with native Shopify storefront integration. AI Agent 2.0 handles refunds, returns, and order tracking autonomously, plus product recommendations in-chat. | |||||||
| Freshdesk Freddy AI | Jun 2023 | Built-in | SubscriptionEnterpriseUsage-based $15-79+/mo | Helpdesk AI with three tiers: Freddy Agent (autonomous resolution), Copilot (real-time agent assist), and Insights (analytics). 50+ pre-built workflows and 60+ languages with live translation. | |||||||
Sierra Sierra | Feb 2024 | Standalone | EnterpriseUsage-based Enterprise | Enterprise platform with model-agnostic architecture (OpenAI, Anthropic, Meta). Voice Sims test agents against simulated conditions before deployment. Outcome-based pricing only. | |||||||
| Decagon | Jun 2024 | Built-in | EnterpriseUsage-based Enterprise | Agent Operating Procedures defined in plain English give CX teams direct control without engineering. Multi-agent architecture where agents review each other for quality. | |||||||
| Ada | 2016 | Standalone | EnterpriseUsage-based Enterprise | Helpdesk overlay that works with any existing platform via API. Inspection and coaching tools for compliance. Serves telecom, fintech, gaming, and travel verticals. | |||||||
| ElevenAgents for Support | Feb 2026 | Standalone | Enterprise Enterprise | Voice-first standalone AI agent platform with emotionally expressive speech in 70+ languages. Upload SOPs to generate no-code agents deployable across phone, chat, email, and WhatsApp. Integrates with Zendesk, Salesforce, Twilio, and existing CCaaS/CRM stacks. | |||||||
| Forethought | 2018 | Standalone | EnterpriseUsage-based Enterprise | Multi-agent AI platform — Solve (resolution), Triage (routing), Assist (copilot) — covering the full ticket lifecycle. Models fine-tuned on company-specific conversation history. Browser Agent takes actions in any browser-based system without API integration. | |||||||
| Maven AGI | Jul 2023 | Standalone | Enterprise Enterprise | Support automation platform with zero-shot deployment — no training data or manual configuration required. Proactively surfaces knowledge gaps and contradictions in existing support content. | |||||||
| Gladly | 2014 | Built-in | SubscriptionEnterprise $180-210+/mo | Customer service platform with no tickets — one lifelong conversation thread per customer across all channels. AI uses customer LTV, purchase history, and full interaction history for context-aware resolution. | |||||||
| Kustomer AI | 2015 | Built-in | SubscriptionEnterpriseUsage-based $89-139+/mo | Unified CRM, helpdesk, and AI platform with custom objects for orders, subscriptions, and account data. Previously acquired by Meta; now independent. Unlimited-users pricing with per-conversation billing. | |||||||
| Tidio Lyro | Jul 2023 | Built-in | FreeSubscriptionUsage-based $0-2,999+/mo | SMB-focused AI chatbot with the lowest entry point in this table (free tier, 50 conversations). Powered by Claude. Lyro Connect allows deployment on top of other helpdesks. |
시장 개요
표에서는 플랫폼 유형(내장형 또는 독립형), 지원 채널(채팅, 이메일, 음성, SMS, 소셜), 자율 작업, 가격을 기준으로 고객 지원 에이전트를 비교합니다. 대부분 기존 헬프 데스크 플랫폼(Zendesk, Intercom, Freshdesk, Gorgias, Gladly, Kustomer, Tidio Lyro, Decagon)에 내장되어 있습니다. 독립형 에이전트(Ada, Sierra, ElevenAgents for Support, Forethought, Maven AGI)는 API를 통해 기존 티켓 시스템 위에서 작동합니다. 거의 모두 채팅과 이메일을 지원하며 Tidio Lyro를 제외한 모든 서비스에서 음성을 사용할 수 있습니다. Zendesk, Freshdesk, Tidio Lyro, ElevenAgents for Support는 SMS를 지원하지 않습니다. 모든 에이전트가 자주 묻는 질문으로 연결하는 데 그치지 않고 환불 처리, 구독 업데이트, 워크플로 실행 같은 자율 작업을 지원합니다. 가격은 사용자당 월 $10~210 방식부터 해결 건당 $0.90~3 방식, 엔터프라이즈 계약까지 다양합니다.
자주 묻는 질문
AI customer support agents autonomously resolve customer conversations across chat, email, and voice — not just deflect to FAQs. They connect to your CRM, order systems, and knowledge base to answer questions, process refunds, update accounts, and escalate to humans when needed.
Built-in agents (e.g. Zendesk, Intercom, Freshdesk, Gorgias) are part of an existing helpdesk platform — you get AI plus ticketing infrastructure together. Standalone agents (Ada, Sierra, ElevenAgents for Support, Forethought, Maven AGI) connect to your existing ticketing system via API, giving you flexibility to keep your current helpdesk. Check the Platform column in the table.
Intercom Fin, Salesforce Agentforce, Gorgias, Ada, Gladly, Kustomer AI, Sierra, Decagon, Forethought, and Maven AGI support all five channels: chat, email, voice, SMS, and social. Zendesk and Freshdesk lack SMS. Tidio Lyro lacks voice and SMS. ElevenAgents for Support lacks SMS. Check the channel columns in the table.
Pricing varies: per-seat licensing ($10–210/agent/mo), per-resolution pricing ($0.90–3/resolution), per-conversation ($2+), and enterprise contracts. Gorgias and Tidio offer lower entry points for small teams. Salesforce Agentforce offers flexible per-conversation pricing. ElevenAgents for Support appears enterprise-led, alongside platforms like Sierra, Decagon, and Maven AGI.
We compare agents across platform type (built-in vs standalone), channel support (chat, email, voice, SMS, social), autonomous action capabilities, and pricing. Our table is updated regularly. View LLM benchmarks