The AI Customer Service Agent
An AI customer service agent is software that answers customer questions over chat, email or voice and can resolve routine requests without a person, handing the rest to your team. In our directory, Tidio, Gorgias, Intercom Fin and Zendesk AI Agents publish prices, while Decagon, Sierra and Ada are sold through sales.
Last checked: . Not affiliated with the companies listed. Based on public information — not tested by us. How we check.
AI agent or chatbot?
| Classic chatbot | AI customer service agent | |
|---|---|---|
| How it answers | Scripted menus and keyword rules | Reads the question and your help content |
| What it can do | Point to a link or collect details | Resolve a request or take an action in a connected system |
| When it cannot help | Dead end or a form | Hands off to a person |
Options for small businesses
| Tool | Best for | Free plan | Easy-Start | Pricing summary (vendor) | Our label |
|---|---|---|---|---|---|
| Tidio | Ecommerce stores automating routine customer chat questions. | Yes | 10/10 | Free plan ($0/mo); Starter $24.17/mo; Growth from $49.17/mo; Lyro AI Agent from $32.50/mo; Plus from $300/mo + usage; Premium contact sales (monthly/annual toggle, 2 months free annually) | Based on public information — not tested |
| Gorgias | Shopify and ecommerce brands that want AI to handle routine support tickets. | No | 6/10 | Paid from $10/mo (Starter: 50 tickets/month, monthly billing only); AI Agent interactions $1.00 each on monthly plans or $0.90 on annual plans; free trial | Based on public information — not tested |
| Intercom Fin | Companies with steady support volume that want an AI agent to resolve tickets before they reach human staff. | No | 8/10 | Fin AI Agent $0.99 per outcome (you pay only when Fin resolves; max one outcome per conversation). With the Intercom helpdesk: + Essential seat $29/mo (shown as $19/seat/mo billed annually for new customers — 35% off). With your existing helpdesk (Zendesk, Salesforce, Freshdesk, HubSpot…): 50 outcomes/month minimum, contact sales. Fin Voice: custom pricing through sales (select customers); Intercom lists phone as usage-based. 14-day free trial, no credit card. | Based on public information — not tested |
| Zendesk AI Agents | Support teams already using or moving to Zendesk who want AI to resolve tickets across channels. | No | 8/10 | AI agents included in every Suite and Support plan; plans from $19/agent/mo billed annually ($25 billed monthly); automated resolutions beyond the included amount $1.50 committed or $2.00 pay-as-you-go | Based on public information — not tested |
Trade-offs: Tidio: Lyro AI agent is priced separately by conversation volume; free plan includes only 50 Lyro conversations. Gorgias: No free plan (trial only); AI Agent interactions are billed per interaction and also count as helpdesk tickets. Intercom Fin: Usage-based per-outcome pricing makes monthly cost depend on volume; no free plan, only a trial. Zendesk AI Agents: No free plan (14-day trial only); usage beyond included automated resolutions is billed per resolution. Older Zendesk bot features (AI agents - Essential, bot builder, answers and intents, autoreplies with articles) are being retired, with final removal dates in December 2026; new setups should use the current AI agents.
Enterprise platforms (sales-led)
| Tool | Best for | Free plan | Easy-Start | Pricing summary (vendor) | Our label |
|---|---|---|---|---|---|
| Decagon | Larger companies that want AI agents to resolve customer service conversations end to end. | No | 2/10 | Contact sales (pricing not published; 'Get a demo') | Based on public information — not tested |
| Sierra | Larger consumer brands that want an enterprise AI agent for customer service across channels. | No | 2/10 | Contact sales; vendor describes outcome-based pricing ("pricing tied to real value delivered"), no public prices | Based on public information — not tested |
| Forethought | Support teams with high ticket volume running an existing helpdesk. | No | 2/10 | Contact sales (Team, Professional and Enterprise plans; platform fee plus outcome-based pricing, no prices published) | Based on public information — not tested |
| Ada | Mid-size and enterprise companies automating high-volume customer service. | No | 2/10 | Pricing not published; contact sales (book a demo) | Based on public information — not tested |
Decagon: Pricing not published; demo required. No free plan. Sierra: No public pricing and no self-serve signup; you must submit a form for sales to reach out. Forethought: Pricing not published; quote required and usage charges may apply above plan limits. Ada: Pricing not published; no free plan; demo required.
Healthcare
| Tool | Best for | Free plan | Easy-Start | Pricing summary (vendor) | Our label |
|---|---|---|---|---|---|
| Hyro | Health systems and healthcare payers automating patient access calls and scheduling. | No | 0/10 | Contact sales (pricing not published; 'Book a Demo') | Based on public information — not tested |
What it can do for your business
- Pain: the same questions arrive all day. What it does: answers from your help content on chat, email or voice. Outcome: your team spends time on the harder cases.
- Pain: customers write after hours. What it does: replies any time and hands off to staff when needed. Outcome: fewer customers waiting until morning.
- Pain: store customers ask about orders. What it does: Gorgias describes resolving Shopify store inquiries. Outcome: fewer routine tickets.
How per-resolution pricing adds up
Example only, using the listed rates: 1,000 resolved conversations at Intercom Fin's listed $0.99 per outcome is $990, before any helpdesk seats. At Gorgias's listed $1.00 per AI interaction it is $1,000, and those interactions also count as helpdesk tickets. Your real volume and plan will differ, so check each vendor's page.
What to check before you choose
- Does it work with the helpdesk or store platform you already use?
- How does it hand a conversation to a person, and who gets notified?
- What counts as a billable outcome or interaction, and what costs extra?
- Is the price published, or do you need a sales call first?
- Is there a free plan or trial?
- Does it tell customers they are talking to an AI?
Frequently asked questions
Is customer service replaceable by AI?
Partly. These tools are built to answer routine questions and hand harder ones to a person. Tidio and Gorgias both describe handing off to human staff. We have not tested them, so check how handoff works before you rely on one.
How much does AI customer service cost?
It depends on the model. Intercom Fin lists $0.99 per outcome, Gorgias lists $1.00 per AI interaction on monthly plans, and Zendesk AI Agents lists plans from $19 per agent a month billed annually. Tidio has a free plan. Decagon, Sierra, Forethought and Ada do not publish prices. Confirm on each vendor's pricing page.
What's the difference between a chatbot and an AI agent?
A classic chatbot follows scripted menus or keyword rules. An AI agent, as these vendors describe it, reads the question, uses your help content and connected systems, and can take actions or resolve a request. The line is blurry, and vendors use the words loosely.
Which AI customer service agent is best for a small business?
There is no single best, and we do not rank one as best or test these tools. Small teams usually start with tools that publish prices or offer a trial: Tidio (free plan), Gorgias (online stores), Intercom Fin and Zendesk AI Agents (14-day trials listed).
How do I know if I am talking to AI?
Ask. Reputable vendors and businesses should tell customers when they are talking to an AI, and some places require it. If you run one, add a clear disclosure and an easy way to reach a person.
Keep exploring
Browse all Customer Support tools, see the phone side in our AI receptionist guide, or get the weekly newsletter for new tools.
