AI Customer Support Agents software buying insights at a glance

AI Customer Support Agents software helps organizations automate and scale customer service operations by deploying intelligent agents that can answer questions, retrieve information, and resolve support requests across digital channels. These tools allow teams to deploy AI customer support agents that interact with knowledge bases, CRM systems, ticketing platforms, and support tools to complete tasks such as responding to inquiries, routing conversations, resolving common issues, and escalating complex cases to human agents. As businesses increasingly operationalize generative AI within customer service workflows, AI support agent platforms are becoming essential infrastructure for teams looking to move automation beyond basic chatbots into real support operations. Organizations often adopt AI customer service agents to reduce repetitive ticket volume, streamline support workflows, and deliver faster responses to customers. Across G2 user reviews, buyers frequently highlight benefits such as improved response times, easier access to internal knowledge, and the ability to automate high-volume support interactions without heavy engineering investment. The best AI customer support agents combine flexible automation logic, strong integrations, and reliable responses that support real customer service workflows. Pricing for AI customer support software varies depending on automation complexity, usage volume, integrations, and governance features. Many vendors offer tiered subscriptions combined with usage-based pricing tied to conversations or automated resolutions. Buyers evaluating the best AI customer support agents often consider implementation support, model usage costs, analytics capabilities, and long-term administration effort when estimating total cost of ownership. Top 5 FAQs from software buyers: What features should I look for in the best AI customer support agents for reducing repetitive tickets? How do AI customer support agents automate responses to common customer inquiries? How do AI customer service agents handle escalation when they are uncertain about an answer? What types of customer support workflows can AI support agents automate? How do AI customer support agents improve response times and support team productivity? G2’s top-rated AI Customer Support Agents software includes Salesforce Agentforce, Fin by Intercom, Jotform AI Agents and Zendesk for Customer Service.

What are the top-reviewed AI Customer Support Agents on G2?

Salesforce Agentforce Number of Reviews: 197 Satisfaction: 89 Market Score: 99 G2 Score: 94 Fin by Intercom Number of Reviews: 381 Satisfaction: 99 Market Score: 76 G2 Score: 88 Zendesk for Customer Service Number of Reviews: 124 Satisfaction: 74 Market Score: 89 G2 Score: 81 Jotform AI Agents Number of Reviews: 219 Satisfaction: 96 Market Score: 62 G2 Score: 79 Genesys Cloud CX Number of Reviews: 63 Satisfaction: 53 Market Score: 77 G2 Score: 65 Satisfaction reflects user-reported ratings across factors such as ease of use, feature fit, and support quality. (Source 2) Market Presence scores are calculated based on review volume, third-party signals, and overall market visibility. (Source 2) G2 Score is a weighted composite of Satisfaction and Market Presence. (Source 2) Learn how G2 scores products. (Source 1)

What I Often See in AI Customer Support Agents

Feedback Pros: What Users Consistently Appreciate Efficient data collection and customer engagement “I have been using Jotform AI Agents for a month and a half, and I see that this AI makes things a little better by providing better knowledge to the end user and collecting data from them. It's pretty helpful for my logistics company as I use it on my website as a chat assistant. It collects data from customers worldwide and either stores it on the AI website or sends it to my registered email ID, which helps us directly contact customers and improve our sales and marketing processes. I appreciate how smoothly it integrates into our workflow, and it helps increase our work efficiency while minimizing expenses since it's more cost-effective than hiring employees. The chat and form submission processes are features I've never seen in another chat AI, and they are among the most likable aspects for me. I also like that it helps connect to customers worldwide and keeps our international business relations smooth with polite and official communication, making better relationships with our customers.” - Siddhaswar P., Jotform AI Agents review Effortless automation and exceptional usability “I use Salesforce Agentforce to automate tasks like booking tables, conference rooms, or providing customer support. I find the actions available in the agent very simple to operate. It's also more reliable and way easier to use, with tasks becoming very simple and requiring fewer steps to get the response I need. The initial setup of Salesforce Agentforce was straightforward; naming the agent and providing the instructions and actions made it ready to use. I also like that it integrates with payment platforms to automate payments for bookings. I recently switched to Salesforce Agentforce from Zoho because of these benefits, and I would easily rate it 10 out of 10.” - Amishaaa G., Salesforce Agentforce review Instant, accurate answers that save our support team time “What I like best about Fin by Intercom is that it helps in answering customer queries instantly without much manual effort. It understands the customer question quite well and provides accurate responses based on the help articles. This saves a lot of time for the support team because many common questions get resolved automatically. The setup is also quite simple, and it works smoothly with the Intercom platform, which we already use for customer support.” - Sunny Y., Fin by Intercom review Cons: Where Many Platforms Fall Short Higher entry cost and ramp-up time for new users “It’s not really a dislike, but the high initial cost and the learning curve for a new team could be a deterrent to adoption.” - Vanshul C., Zendesk for Customer Service review Overwhelming UI and multi-step navigation for reporting insights “Something that I dislike about this is that the UI can feel a bit overwhelming at first. Too many options and settings for someone new, and not everything is intuitive. Also, some reporting and historical data views could be more straightforward; you sometimes need extra clicks to get simple insights. Rest everything works perfectly fine.” - Furkan K., Genesys Cloud CX A complex interface and setup can slow early adoption “Some features are hard to understand at first and need time to learn. The setup can be confusing without clear guidance. Also, it sometimes feels too complex for simple tasks that should be quicker to do. This can slow down the work at the beginning.” - Paulina P., Salesforce Agentforce review

Page 2 | Best AI Customer Support Agents Software: User Reviews from September 2026

Gladly

Gladly is a software designed to provide a customer-centric CX platform that puts the customer, not tickets, at the center of every conversation for the world's most loyalty-driven B2C brands. The software provides continuous cross-channel conversation management, empathetic automation, and relationship-focused service delivery by leveraging proprietary Customer AI that balances intelligent automation with genuine human connection. It automates routine interactions and inquiry resolution and reduces service costs by enabling agents to engage with full customer context across every channel without resetting the conversation. Gladly addresses the challenge of impersonal, ticket-centric support by reimagining the CX foundation around the individual customer and their ongoing relationship with the brand. The software supports B2C customer experience leaders seeking to deliver radically efficient service and radically personal experiences while increasing loyalty and driving down operational costs.

Average Rating: 4.7/5.0

Total Reviews: 1,087

Who Is the Company Behind Gladly?

Seller: Gladly
Company Website:
Year Founded: 2014
HQ Location: San Francisco, California
Twitter: @gladly
4,071 Twitter followers
LinkedIn® Page: www.linkedin.com
222 employees on LinkedIn®

Who Uses This Product?

Who Uses This: Customer Service Representative, Customer Experience Advisor
Top Industries: Retail, Consumer Services
Company Size: 61% Medium, 22% Small

What Do G2 Reviewers Say About Gladly?

AI-generated summary from verified user reviews

Pros

Users value the ease of use in Gladly, making it accessible and beginner-friendly for efficient customer engagement.
Users find Gladly extremely helpful for staying organized and easily accessing tools for customer support.
Users appreciate the innovative features of Gladly, enhancing efficiency with ticket automation and seamless interactions.
Users appreciate the efficiency of Gladly, enhancing workflow and simplifying customer interactions seamlessly.
Users value the exceptional onboarding process at Gladly, enhancing collaboration and efficiency in customer service.

Cons

Users note the missing features in Gladly, especially in reporting and third-party integrations, affecting usability.
Users find the complexity of managing notifications and data overwhelming, hindering their efficiency and response times.
Users feel Gladly has limited features that hinder efficiency and accuracy, particularly with AI capabilities and integrations.
Users face a slight learning curve initially, though onboarding support helps ease the transition to using Gladly.
Users find Gladly's limited customization options for reporting and interface features constrain their analytical capabilities and comfort.

What Are Recent G2 Reviews of Gladly?

"Gladly Keeps Customer Conversations Organized with Helpful AI Assistance"

Rating: 4.5/5.0 stars

— Ishfaq N.

Best AI Customer Support Agents Software - Page 2

How Many AI Customer Support Agents Software Products Does G2 Track?

Category Stats (Sep 2026)

How Does G2 Rank AI Customer Support Agents Software Products?

G2 Grid® for AI Customer Support Agents Software

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