AI Indexes
GTM AI Index
Index › Function 03 of 6 · October 2026 Edition
October 2026 Edition

Customer

Keeping and growing customers: support, success, onboarding, feedback, education, community. All 13 of its categories are scored, and rescored every edition.

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Standing in customer

First-choice share across the direct, paraphrase, budget and scale prompts, all fourteen models, for the thirteen customer categories scored in the October 2026 Edition.
Customer
Client onboarding platforms
Mid-market and enterprise share a leader. Small business differs.
DockContested
SMB
18%
RocketlaneClear leader
Mid-market
47%
Enterprise
41%
Customer
Customer success platforms
A different leader in every segment
CustifyClear leader
SMB
44%▼−12Since September 2026: 55% → 44%, −12 points. Past the 11-point floor: movement. Read over the models both editions asked.
ChurnZeroClear leader
Mid-market
42%▲+2Since September 2026: 39% → 41%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Gainsight Customer SuccessConsensus
Enterprise
69%▼−14Since September 2026: 83% → 70%, −14 points. Past the 11-point floor: movement. Read over the models both editions asked.
Customer
Chatbots and conversational AI for support
Mid-market and enterprise share a leader. Small business differs.
TidioContested
SMB
38%▼−4Since September 2026: 41% → 37%, −4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Intercom Fin AI AgentClear leader
Mid-market
41%▲+4Since September 2026: 35% → 39%, +4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Enterprise
24%↗new leaderNew leader since September 2026: Intercom Fin AI Agent (24%) replaces Zendesk AI (12% then, 17% now), 7 points clear, inside the 11-point floor.
Customer
Customer support and helpdesk
Mid-market and enterprise share a leader. Small business differs.
FreshdeskContested
SMB
31%▼−2Since September 2026: 36% → 34%, −2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Zendesk Support SuiteClear leader
Mid-market
31%↗new leaderNew leader since September 2026: Zendesk Support Suite (32%) replaces Freshdesk (44% then, 26% now), 6 points clear, inside the 11-point floor.
Enterprise
49%▼−1Since September 2026: 53% → 52%, −1 point. Inside the 11-point floor: within noise. Read over the models both editions asked.
Customer
Digital adoption and onboarding
A different leader in every segment
UserGuidingClear leader
SMB
56%▲+11Since September 2026: 44% → 55%, +11 points. Past the 11-point floor: movement. Read over the models both editions asked.
UserpilotContested
Mid-market
30%▼−2Since September 2026: 29% → 27%, −2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
WhatfixContested
Enterprise
36%▼−2Since September 2026: 39% → 38%, −2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Customer
Community platforms
A different leader in every segment
CircleClear leader
SMB
43%▲+13Since September 2026: 31% → 44%, +13 points. Past the 11-point floor: movement. Read over the models both editions asked.
BettermodeContested
Mid-market
29%↗new leaderNew leader since September 2026: Bettermode (29%) replaces Higher Logic Vanilla (23% then, 13% now), 16 points clear, past the 11-point floor.
Higher Logic VanillaContested
Enterprise
29%▼−11Since September 2026: 40% → 29%, −11 points. Past the 11-point floor: movement. Read over the models both editions asked.
Customer
Contact center quality assurance
Small business and mid-market share a leader. Enterprise differs.
EvaluAgentContested
SMB
19%
Mid-market
28%
MaestroQAContested
Enterprise
15%
Customer
AI voice agents
Small business and mid-market share a leader. Enterprise differs.
Retell AIContested
SMB
20%
Mid-market
27%
PolyAIContested
Enterprise
21%
Customer
Customer education and LMS
A different leader in every segment
TalentLMSClear leader
SMB
49%▼−3Since September 2026: 49% → 46%, −3 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
LearnUpon tiedContested
Mid-market
26%↗new leaderNew leader since September 2026: LearnUpon (28%) replaces TalentLMS (33% then, 24% now), 4 points clear, inside the 11-point floor.
SkilljarContested
Enterprise
31%▼−4Since September 2026: 33% → 29%, −4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Customer
Customer feedback and surveys
A different leader in every segment
Google FormsContested
SMB
17%↗new leaderNew leader since September 2026: Google Forms (18%) replaces Survicate (19% then, 14% now), 4 points clear, inside the 11-point floor.
CustomerGaugeContested
Mid-market
24%↗new leaderNew leader since September 2026: CustomerGauge (22%) replaces Google Forms (15% then, 16% now), 6 points clear, inside the 11-point floor.
Qualtrics CustomerXMClear leader
Enterprise
41%▲+9Since September 2026: 34% → 43%, +9 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Customer
In-app messaging and customer communications
Small business and mid-market share a leader. Enterprise differs.
IntercomContested
SMB
22%▲+4Since September 2026: 17% → 20%, +4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Mid-market
21%▲+2Since September 2026: 20% → 22%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
PendoContested
Enterprise
15%↗new leaderNew leader since September 2026: Braze (11%) replaces Intercom (23% then, 11% now), 0 points clear, inside the 11-point floor.
Customer
Knowledge base and self-service
Small business and mid-market share a leader. Enterprise differs.
NotionClear leader
SMB
41%▲+4Since September 2026: 38% → 42%, +4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Mid-market
21%▲+4Since September 2026: 18% → 22%, +4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Zendesk GuideContested
Enterprise
28%↗new leaderNew leader since September 2026: Confluence (28%) replaces Zendesk Guide (30% then, 26% now), 2 points clear, inside the 11-point floor.
Customer
Contact center platforms
A different leader in every segment
AircallContested
SMB
23%
Five9Contested
Mid-market
18%
Genesys Cloud CXClear leader
Enterprise
55%

Every customer category, every edition

All thirteen are scored in the October 2026 Edition and rescored every month. Each category page carries the leader, the products warned against, every model's answer prompt by prompt, the sources the answers cite, and every judgment made between the raw labels and the numbers. Subscribers receive every edition's files on the day it compiles.
All 112 categoriesSubscribe to the index