AI 客户支持智能体比较
集成到渠道并连接支持系统的智能体，可接收对话流、查询知识库和 CRM、执行意图分类与路由，并在支持工作流中执行受限操作（回复、添加标签、升级处理、更新对象）。
如需比较语言模型，请参阅我们的模型基准测试。
| 产品 | 发布 | 类型 | 邮件 | 聊天 | 语音 | 短信 | 社交 | 操作 | 价格 | 描述 | |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Zendesk AI Agents | Apr 2024 | 内置 | 订阅企业版按用量 $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 | Mar 2023 | 内置 | 订阅企业版按用量 $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 | Oct 2024 | 内置 | 订阅企业版按用量 $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 | 2015 | 内置 | 订阅企业版按用量 $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 | 内置 | 订阅企业版按用量 $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 Sierra | Feb 2024 | 独立 | 企业版按用量 企业版 | 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 | 独立 | 企业版按用量 企业版 | 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 | 独立 | 企业版按用量 企业版 | 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 | 独立 | 免费订阅企业版按用量 $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 | 2018 | 独立 | 企业版按用量 企业版 | 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 | Nov 2024 | 独立 | 企业版 企业版 | 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 | 内置 | 订阅企业版按用量 企业版 | 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 | 内置 | 订阅企业版按用量 企业版 | 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 | Jul 2023 | 内置 | 免费订阅按用量 $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. |
市场概览
该表从平台类型（内置或独立）、支持渠道（聊天、电子邮件、语音、短信、社交媒体）、自主操作和价格等方面比较客户支持智能体。大多数智能体内置于现有帮助台平台（Zendesk、Intercom、Freshdesk、Gorgias、Gladly、Kustomer、Tidio Lyro）。独立智能体（Ada、Decagon、ElevenAgents for Support、Forethought、Maven AGI 和 Sierra）通过 API 叠加在现有工单系统之上。几乎所有产品都支持聊天和电子邮件；除 Gorgias、Freshdesk Freddy AI 和 Tidio Lyro 外，其他产品均支持语音。Zendesk、Freshdesk Freddy AI 和 Tidio Lyro 不支持短信。所有智能体都支持自主操作，可处理退款、更新订阅和执行工作流，而不只是将用户引导至常见问题。价格包括按席位计费、每次解决约 0.90 美元起、每次对话 2 美元起以及企业合同。
常见问题
AI 客户支持智能体能够自主解决通过聊天、邮件和语音进行的客户对话，而不仅仅是转向常见问题。它们连接到你的 CRM、订单系统和知识库，以回答问题、处理退款、更新账户，并在需要时转交人工。
内置型智能体（如 Zendesk、Intercom、Freshdesk、Gorgias）是现有帮助台平台的一部分——你可以同时获得 AI 和工单基础设施。独立型智能体（Ada、Decagon、ElevenAgents for Support、Forethought、Maven AGI 和 Sierra）通过 API 连接到你现有的工单系统，让你可以灵活地保留当前的帮助台。请查看表中的“平台”列。
Intercom Fin、Salesforce Agentforce、Ada、ElevenAgents for Support、Gladly、Kustomer AI、Sierra、Decagon、Maven AGI 和 Forethought 支持全部五个渠道：聊天、邮件、语音、短信和社交。Gorgias 不支持语音。Freshdesk Freddy AI 不支持语音和短信。Zendesk 不支持短信。Tidio Lyro 不支持语音和短信。请查看表中的渠道列。
定价各不相同：按席位授权、每次解决约 0.90 美元起、每次对话 2 美元起以及企业合同。Gorgias 和 Tidio 为小团队提供了更低的入门价位。Salesforce Agentforce 提供灵活的按对话定价。ElevenAgents for Support 有公开套餐，起价 $6/月；Sierra、Decagon 和 Maven AGI 则以企业销售为主。
我们从平台类型（内置型与独立型）、渠道支持（聊天、邮件、语音、短信、社交）、自主操作能力和价格等方面比较智能体。我们的表格会定期更新。 查看 LLM 基准测试