Best AI agents for customer support teams

Support agents live or die on two things: how well they're grounded in your actual help center and past tickets, and how clearly they know when to escalate instead of guessing. A confident wrong answer costs more trust than an honest 'let me get a human.'

Platforms like Sierra and Decagon are built for complex, multi-step resolution (processing a refund, not just answering a question), while Intercom Fin is a lighter-weight option if you're already on Intercom and want fast time-to-value. Match the tool to how complex your actual ticket volume is, not how impressive the demo looks.