Comparação de agentes de IA para atendimento ao cliente

Agentes integrados a canais e sistemas de suporte que processam fluxos de conversas, consultam bases de conhecimento e CRMs, classificam intenções e encaminham casos, além de executar ações restritas (responder, marcar, escalar e atualizar registros) nos fluxos de atendimento.

Para comparar modelos de linguagem, consulte nossos benchmarks de modelos.

Usamos IA para coletar alguns resultados
ProdutoLançamentoTipoE-mailChatVozSMSRedesAçõesPreçoDescrição
Zendesk AI Agents
ZendeskZendesk
Apr 2024Integrado
AssinaturaEmpresarialPor uso
$25–149+/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
IntercomIntercom
Mar 2023Integrado
AssinaturaEmpresarialPor uso
$39–139+/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
SalesforceSalesforce
Oct 2024Integrado
AssinaturaEmpresarialPor uso
$5–550+/user/mo
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
GorgiasGorgias
2015Integrado
AssinaturaEmpresarialPor uso
$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
FreshworksFreshworks
Jun 2023Integrado
AssinaturaEmpresarialPor uso
$35–143+/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
SierraSierra
Feb 2024Independente
EmpresarialPor uso
Empresarial
Enterprise platform with model-agnostic architecture (OpenAI, Anthropic, Meta). Voice Sims test agents against simulated conditions before deployment. Outcome-based pricing only.
Decagon
DecagonDecagon
Jun 2024Independente
EmpresarialPor uso
Empresarial
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
AdaAda
2016Independente
EmpresarialPor uso
Empresarial
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
ElevenLabsElevenLabs
Feb 2026Independente
GrátisAssinaturaEmpresarialPor uso
$6-990/mo
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
ForethoughtForethought
2018Independente
EmpresarialPor uso
Empresarial
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
Maven AGIMaven AGI
Nov 2024Independente
Empresarial
Empresarial
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
GladlyGladly
2014Integrado
AssinaturaEmpresarialPor uso
Empresarial
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
KustomerKustomer
2015Integrado
AssinaturaEmpresarialPor uso
Empresarial
Unified CRM, helpdesk, and AI platform with custom objects for orders, subscriptions, and account data. Previously acquired by Meta; now a privately held company. Customer AI is priced per engaged conversation alongside seat-based platform plans.
Tidio Lyro
TidioTidio
Jul 2023Integrado
GrátisAssinaturaPor uso
$29–300+/mo
SMB-focused AI chatbot with a free tier and 50 one-time Lyro conversations. Powered by Claude. Lyro Connect allows deployment on top of other helpdesks.

Visão geral do mercado

A tabela compara agentes de atendimento ao cliente por tipo de plataforma (integrada ou independente), canais compatíveis (chat, e-mail, voz, SMS e redes sociais), ações autônomas e preços. A maioria dos agentes é integrada a plataformas de atendimento existentes (Zendesk, Intercom, Freshdesk, Gorgias, Gladly, Kustomer e Tidio Lyro). Agentes independentes (Ada, Decagon, ElevenAgents for Support, Forethought, Maven AGI e Sierra) se conectam ao seu sistema de tickets por API. Quase todos são compatíveis com chat e e-mail; todos oferecem voz, exceto Gorgias, Freshdesk Freddy AI e Tidio Lyro. Zendesk, Freshdesk Freddy AI e Tidio Lyro não oferecem SMS. Todos os agentes executam ações autônomas — processam reembolsos, atualizam assinaturas e executam fluxos de trabalho, em vez de apenas redirecionar para perguntas frequentes. Os preços incluem modelos por usuário, cobranças a partir de US$ 0,90 por resolução, cobranças a partir de US$ 2 por conversa e contratos empresariais.

Perguntas frequentes