GTM AI Index
Index › Customer › Support chatbots › Enterprise › September 2026 Edition

Chatbots and conversational AI for support for enterprise buyers

Asked as “customer support chatbot platform”, and as “conversational AI tool for customer service”, on behalf of an enterprise B2B company. 51 first choices recorded across the direct, paraphrase, budget and scale prompts, twelve models each.
Standing
Intercom
Contested
12% of first choices, contested.
ShowinginAll 73 categories →

By buyer segment

The same question asked on behalf of a different buyer. Each standing is computed within its segment; they sit side by side and are never added together.
Small businessTidio41%Clear leaderStanding →Mid-marketIntercom35%ContestedStanding →EnterpriseIntercom12%ContestedThis page

01The standing

Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all twelve models, for an enterprise B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrant
01Intercom12%32%47criticized challenger
02Kore.ai8%4%26accepted challenger
03Ada8%17%36accepted challenger
04Zendesk8%35%17criticized challenger
05Zendesk AI4%15%27accepted challenger
06Rasa4%15%13accepted challenger
07Cognigy2%11%18accepted challenger
08Botpress2%25%12criticized challenger
09Drift2%30%10criticized challenger
10Tidio2%47%15criticized challenger
Show the two products at 0%, ordered by negative rate
11Salesforce Agentforce0%20%20accepted challenger
12Sierra0%15%13accepted challenger
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its vendor page.
Head to head
Intercom vs TidioIntercom vs FreshdeskTidio vs Freshdesk

Recommended versus criticized

Every product with at least 10 labels here, on both axes. The 30% line names a quadrant, not the verdict above: that one needs more than 40%.

Criticized challengerCriticized default
Negative label rate →
01
02
A03
04
05
06
07
08
09
10
11
12
Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative30%
Key
01Intercom12%
02Kore.ai8%
03Ada8%
04Zendesk8%
05Zendesk AI4%
06Rasa4%
07Cognigy2%
08Botpress2%
09Drift2%
10Tidio2%
11Salesforce Agentforce0%
12Sierra0%

02What they warned about

Zero of twelve models held their first choice under the paraphrase. Claude Haiku 4.5, GPT-5.4 mini, Gemini 3.5 Flash, Perplexity Sonar, Grok 4.1 Fast, Mistral Small, DeepSeek V4 Flash, Llama 4 Maverick, Qwen 3.7 Flash, Kimi K2, GLM 4.7 FlashX and MiniMax M2.5 changed. A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
Intercom
32%
15 of 47 labels negative · 8 of 12 models · 5 hard negative
“Many modern, out-of-the-box AI chatbot platforms (such as Intercom Fin or Ada) charge an outcome-based fee... penalizing you for building a better bot.” Gemini 3.5 Flash, budget prompt
Tidio
47%
7 of 15 labels negative · 6 of 12 models · 2 hard negative
“Tidio's lower tiers, etc.) ... Treat these as unsuitable for regulated or high-volume environments.” DeepSeek V4 Flash, negative prompt
Zendesk
35%
6 of 17 labels negative · 4 of 12 models · 3 hard negative
“**Zendesk's AI Answer Bot was found to have only 58.3% accuracy** — This is concerning for enterprises handling complex, high-stakes customer interactions” GLM 4.7 FlashX, negative prompt
Ada
17%
6 of 36 labels negative · 4 of 12 models · 1 hard negative
“such as Intercom Fin or Ada) charge an outcome-based fee, often ranging from $0.99 to $1.25+ per successfully resolved conversation” Gemini 3.5 Flash, budget prompt

03What they cite

Citations exist only for the models that return a source list: four of the twelve in this edition, and all six flagship models on the expanded tier.

Sites the answers cite

22 of 72 answers in this category came back with a source list, from 4 of 12 models: citations where the model returns them, or the search results it consulted. 5 of those lists are Google grounding redirects that name no site and are left out of the counts. 211 links across 116 sites, every framing counted. Ranked by the number of answers carrying the site or page. The other 8 models searched through a gateway that returned no source list on this edition.

capterra.com
vendor site · Capterra6 answers · 8 citations · 1 model
botpress.com
vendor site · Botpress6 answers · 7 citations · 2 models
crescendo.ai
vendor site · Crescendo.ai6 answers · 6 citations · 2 models
fin.ai
vendor site · Fin.ai6 answers · 6 citations · 2 models
zendesk.com
vendor site · Zendesk6 answers · 6 citations · 3 models
eesel.ai
5 answers · 5 citations · 2 models
intercom.com
vendor site · Intercom5 answers · 5 citations · 2 models
qiscus.com
5 answers · 5 citations · 2 models
sitegpt.ai
vendor site · SiteGPT5 answers · 5 citations · 2 models
lindy.ai
vendor site · Lindy4 answers · 5 citations · 1 model
thecxlead.com
4 answers · 4 citations · 2 models
helply.com
vendor site · Helply3 answers · 4 citations · 2 models

Pages the answers cite

The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.

fin.ai/learn/best-ai-chatbots-customer-support
6 answers · 2 models
capterra.com/resources/customer-service-chatbot-platforms
5 answers · 1 model
crescendo.ai/blog/best-enterprise-chatbots-for-live-support
5 answers · 2 models
botpress.com/blog/customer-service-chatbot-platforms
4 answers · 1 model
qiscus.com/en/blog/best-chatbot-for-customer-service
4 answers · 2 models
sitegpt.ai/blog/enterprise-ai-chatbots-customer-support-lead-generation
4 answers · 2 models
thecxlead.com/tools/best-ai-chatbot-for-customer-service
4 answers · 2 models
comm100.com/blog/best-enterprise-ai-chatbots
3 answers · 1 model
eesel.ai/blog/best-ai-customer-support-chatbot
3 answers · 2 models
lindy.ai/blog/best-customer-service-chatbots
3 answers · 1 model

04How they answered

Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ModelDirect“What is the best customer support chatbot platform for an enterprise B2B company?”Paraphrase“Which conversational AI tool for customer service would you recommend to a large B2B company with thousands of employees?”Comparative“What are the top enterprise-grade customer support chatbot platforms and how do they differ?”Budget-constrained“What is the best customer support chatbot platform for a large company that needs predictable total cost across thousands of users?”Scale-constrained“We are a 5,000 person company with SSO, SOC 2 and procurement review requirements evaluating a customer support chatbot platform. What should we look at?”Negative“Which customer support chatbot platforms should a large enterprise avoid or be cautious about?”
Claude Haiku 4.5Helply
Four alternativesAda, Drift, Intercom, Zendesk AI
Ada, TeamSupportChanged
One alternativeZendesk
no first choice
Three alternativesAda, Intercom, Zendesk AI
against: Salesforce AgentforceKommunicate
Six alternativesAda, Alhena AI, Decagon, Denser, Sierra, eesel AI
against: Intercom, Zendeskno first choiceagainst: Intercom, Zendesk
GPT-5.4 miniZendesk
Two alternativesIntercom, Salesforce Agentforce
Salesforce Service CloudChanged
One alternativeGenesys Cloud CX
Intercom
Seven alternativesAda, Kore.ai, LivePerson, Microsoft Copilot / Dynamics 365 Customer Service, Salesforce Service Cloud / Einstein / Service AI, ServiceNow Virtual Agent, Zendesk AI
Freshdesk, Freshworks Freddy AI Agent
One alternativeZendesk
against: Salesforce Agentforceno first choicenothing named
Gemini 3.5 FlashDecagon AI, Sierra AI
Six alternativesAda, Cognigy, Intercom, Kore.ai, Salesforce Agentforce, Zendesk AI
Kore.ai, Salesforce Agentforce / EinsteinChanged
Three alternativesDrift, Google Gemini Enterprise for Customer Experience, Rasa
Salesforce Agentforce, Zendesk AI Agents
Four alternativesAda, Botpress, Intercom Fin AI, Kore.ai
Boost.ai, Rasa
One alternativeChatBot.com
against: Ada, Intercom, Salesforce Service Cloud, Zendesk AIno first choiceagainst: ChatGPT, Chatfuel, Claude, ManyChat, Tidio
Perplexity SonarTeamSupport
Four alternativesAda, Comm100, Intercom, Zendesk AI
AdaChanged
Four alternativesHelpshift, Intercom, Pylon, Zendesk AI
Zendesk AI
Ten alternativesAda, Boost.ai, Cognigy, Intercom, Kore.ai, LivePerson, Parloa, Rasa, Salesforce Agentforce, Yellow.ai
eesel AI
One alternativeBotpress
against: Ada, Comm100no first choiceagainst: Chatbase-style FAQ bots, Freshchat, Freshdesk, Tidio
Grok 4.1 FastZendesk AI
Four alternativesIntercom, Kore.ai, Salesforce Agentforce, TeamSupport
against: AdaKore.ai, RasaChanged
Three alternativesAda, Salesforce Agentforce / Einstein, Zendesk AI
Intercom
Seven alternativesAda, Amazon Lex, Google Dialogflow CX, IBM watsonx Assistant, Kore.ai, Salesforce Agentforce, Zendesk AI
Zendesk
Four alternativesFreshchat, Genesys, IBM watsonx Assistant, LivePerson
against: Amazon Lex, Botpress, Dialogflow, IntercomComm100, Finiagainst: Ada, Google Dialogflow CX, IBM watsonx Assistant, Intercom, My AskAI, Tidio, Yellow.ai, Zendesk AI
Mistral SmallIntercom
Four alternativesDrift, Freshworks Freddy AI Agent, Qualified, Zendesk Support Suite
Zendesk AIChanged
Five alternativesAisera, Boost.ai, Cognigy, Kore.ai, Rasa
Intercom
Nine alternativesAda, Chatbase, Forethought, Freshdesk, Gorgias, Sierra, Tidio, Zendesk AI, eesel AI
Botpress
Three alternativesMessageAgent Enterprise, SiteGPT, Wonderchat
against: Intercom, Zendesk AIno first choicenothing named
DeepSeek V4 FlashIntercom
Three alternativesComm100, Salesforce Agentforce, Zendesk AI
against: SierraKore.aiChanged
Four alternativesAda, Salesforce Agentforce, Sierra, Zendesk AI
against: Intercomno first choice
Ten alternativesAda, Botpress, Cognigy, Cresta, Intercom, Kore.ai, Microsoft Copilot Studio, Rasa, Salesforce Agentforce, Zendesk AI
against: DriftYourGPT
Two alternativesBotpress, Crisp
against: Ada, Chatbase, Decagon, Freshworks Freddy AI Agent, Intercom, Salesforce Agentforce, Sierra, Zendesk AIno first choice
Eight alternativesAda, Comm100, Decagon, Fini, Forethought, Intercom, Lorikeet, Zendesk AI
against: Botpress, Cognigy, Google Dialogflow CX, IBM Watson Assistant, Kore.ai, Yellow.aiagainst: Acobot, Ada, Chatbase, Chatfuel, Drift, HubSpot Chatbot, Intercom, LivePerson, ManyChat, Markprompt, Tidio
Llama 4 MaverickAda, Intercom, TeamSupportno first choiceChangedno first choiceno first choiceno first choicenothing named
Qwen 3.7 FlashIntercom
Four alternativesGoogle Dialogflow CX, Kore.ai, Salesforce Service Cloud, Zendesk AI
PylonChanged
Five alternativesIntercom, Plain, Salesforce Einstein, Sierra, Zendesk
Intercom
Twelve alternativesASAPP, Ada, Cognigy, Freshdesk, Google Cloud, Gorgias, IBM watsonx Assistant, Kore.ai, NICE CXone, Rasa, Salesforce Agentforce, Zendesk AI Agents
against: TidioAda.cx
Three alternativesBotpress, Microsoft Power Virtual Agents, Salesforce Einstein
Ada, Fini
Two alternativesMicrosoft Copilot Studio, Salesforce Agentforce
against: Amazon Lex, Freshchat, Google Dialogflow CX, HubSpot Service Hub, Microsoft Bot Framework, Microsoft Power Virtual Agents, Rasa, Salesforce Agentforce, Tidio, Zoho Desk
Kimi K2Intercom
Four alternativesIBM watsonx Assistant, Kore.ai, Salesforce Service Cloud, Zendesk AI
Salesforce Service Cloud with AgentforceChanged
One alternativeZendesk AI
against: IntercomIntercom, Sierra
Eight alternativesAda, Cognigy, Decagon, Forethought, Freshdesk Freddy AI, Kore.ai, Salesforce Agentforce, Zendesk AI Agents
Crisp
Three alternativesCognigy, Kore.ai, Tidio
against: Aisera, Freshdesk, Intercom, Zendeskno first choiceagainst: Aisera, Basic Zendesk tiers, Botpress, Chatling, Cognigy, Freshdesk, Intercom, Microsoft Bot Framework, Moveworks, Rasa, Tidio, Woebot Health
GLM 4.7 FlashXIntercom, Zendesk
Three alternativesFreshchat, Salesforce Service Cloud with Agentforce, Sobot
DecagonChanged
Four alternativesCognigy, Intercom, Pylon, Zendesk AI
Intercom
Eight alternativesAda, Boost.ai, Cognigy, Gorgias, IBM watsonx Assistant, Kore.ai, Salesforce Agentforce, Zendesk AI
Helpable, Tidio
Three alternativesChatfuel, Crisp, LaunchGPT
against: Intercom, Zendeskno first choiceagainst: Drift, Intercom, Microsoft Copilot Studio, OpenAI ChatGPT, Salesforce/Google Gemini integrations, Slack AI assistant, Zendesk
MiniMax M2.5Drift, Zendesk
Two alternativesFreshdesk, Intercom
ASAPP, CognigyChanged
One alternativeMoveworks
Ada, Intercom, Zendesk AI Agents
Five alternativesComm100, Gorgias, Kore.ai, Salesforce Agentforce, Sierra
Kore.ai, SiteGPT
Three alternativesDrift, Genesys DX, YourGPT
against: Amazon Lex, Dialogflow, Intercom, Zendeskno first choice
Five alternativesAda, Comm100, Forethought, Yellow.ai, Zendesk
against: Chatbot.app
Bold is the first choiceAlternatives are counted; the count opens them.What the answer argued against

05The record

One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency. Full answer text is in the free responses file. Download the record
Seventy-two rows: every prompt, every model, every answer.
PromptModelVersion stringTime (UTC)SearchedSourcesLatency
Direct recommendationClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 04:15yes78 s
Direct recommendationGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-14 23:27yes45 s
Direct recommendationGemini 3.5 Flashgemini-3.5-flash2026-09-15 01:34yes3031 s
Direct recommendationPerplexity Sonarsonar2026-09-15 04:10yes205 s
Direct recommendationGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 03:09yes09 s
Direct recommendationMistral Smallmistral/mistral-small via mistral2026-09-15 04:47yes010 s
Direct recommendationDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 03:44yes030 s
Direct recommendationLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 01:10yes02 s
Direct recommendationQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 03:00yes057 s
Direct recommendationKimi K2moonshotai/kimi-k2 via novita2026-09-15 02:35yes0141 s
Direct recommendationGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 04:07yes072 s
Direct recommendationMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 01:53yes014 s
ParaphraseClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 02:36yes88 s
ParaphraseGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-14 23:41yes24 s
ParaphraseGemini 3.5 Flashgemini-3.5-flash2026-09-15 04:06yes921 s
ParaphrasePerplexity Sonarsonar2026-09-15 00:55yes2014 s
ParaphraseGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 04:18yes07 s
ParaphraseMistral Smallmistral/mistral-small via mistral2026-09-15 04:11yes07 s
ParaphraseDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 01:26yes020 s
ParaphraseLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 02:06yes02 s
ParaphraseQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 02:39yes049 s
ParaphraseKimi K2moonshotai/kimi-k2 via novita2026-09-15 02:59yes025 s
ParaphraseGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 01:35yes014 s
ParaphraseMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 02:06yes015 s
ComparativeClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 04:13yes1812 s
ComparativeGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 04:18yes515 s
ComparativeGemini 3.5 Flashgemini-3.5-flash2026-09-14 23:32yes2224 s
ComparativePerplexity Sonarsonar2026-09-14 23:02yes2011 s
ComparativeGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 04:47yes010 s
ComparativeMistral Smallmistral/mistral-small via mistral2026-09-15 03:35yes08 s
ComparativeDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 02:57yes081 s
ComparativeLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 00:30yes02 s
ComparativeQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 04:46yes048 s
ComparativeKimi K2moonshotai/kimi-k2 via novita2026-09-15 02:00yes047 s
ComparativeGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 00:41yes021 s
ComparativeMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-14 23:14yes021 s
Budget constrainedClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 04:04yes159 s
Budget constrainedGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 00:27yes34 s
Budget constrainedGemini 3.5 Flashgemini-3.5-flash2026-09-15 03:38yes2232 s
Budget constrainedPerplexity Sonarsonar2026-09-15 02:42yes186 s
Budget constrainedGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 04:28yes012 s
Budget constrainedMistral Smallmistral/mistral-small via mistral2026-09-14 23:03yes010 s
Budget constrainedDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 00:28yes052 s
Budget constrainedLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-14 23:48yes02 s
Budget constrainedQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 04:58no034 s
Budget constrainedKimi K2moonshotai/kimi-k2 via novita2026-09-14 23:59yes046 s
Budget constrainedGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-14 23:22yes038 s
Budget constrainedMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 04:42yes049 s
Scale constrainedClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 03:28yes1513 s
Scale constrainedGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-14 23:38no07 s
Scale constrainedGemini 3.5 Flashgemini-3.5-flash2026-09-15 02:14no016 s
Scale constrainedPerplexity Sonarsonar2026-09-14 23:51yes2013 s
Scale constrainedGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 04:43yes014 s
Scale constrainedMistral Smallmistral/mistral-small via mistral2026-09-15 00:12no08 s
Scale constrainedDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 01:08yes023 s
Scale constrainedLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 02:27yes02 s
Scale constrainedQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 04:45yes041 s
Scale constrainedKimi K2moonshotai/kimi-k2 via novita2026-09-15 04:34yes043 s
Scale constrainedGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 01:44yes022 s
Scale constrainedMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 02:36yes018 s
Negative framingClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 03:23yes149 s
Negative framingGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-14 22:57yes25 s
Negative framingGemini 3.5 Flashgemini-3.5-flash2026-09-15 04:07yes1629 s
Negative framingPerplexity Sonarsonar2026-09-15 00:19yes206 s
Negative framingGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 02:23yes011 s
Negative framingMistral Smallmistral/mistral-small via mistral2026-09-15 04:24yes09 s
Negative framingDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 01:03yes036 s
Negative framingLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 02:48yes01 s
Negative framingQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-14 23:27yes050 s
Negative framingKimi K2moonshotai/kimi-k2 via novita2026-09-15 03:46yes060 s
Negative framingGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 02:06yes0199 s
Negative framingMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 03:55yes028 s

Normalization in this category

Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.

Category-scoped readings
Freshworks read as Freshworks Freddy AI Agent
Freshworks (Freshchat) read as Freshworks Freddy AI Agent
HubSpot (Breeze AI) read as HubSpot Service Hub
Salesforce read as Salesforce Agentforce
Unresolved, counted raw
AWS Lex
Acobot
Ada.cx
Amelia
Basic Zendesk tiers
Chatbase-style FAQ bots
Chatbot.app
Claude for Enterprise
Decagon AI
Denser
Dialogflow CX
Gemini Enterprise/Workspace
Genesys DX
Google Cloud (Dialogflow CX + Vertex AI)
Google Gemini Enterprise for Customer Experience (CX Agent Studio)
Haptik
IBM watsonx
Interactions
LaunchGPT
Markprompt
MessageAgent Enterprise
Microsoft Azure AI Studio
Microsoft Copilot / Dynamics 365 Customer Service
Omilia
OneReach.ai
Open.cx
OpenAI ChatGPT
Parloa
Salesforce Einstein Bots
Salesforce Service Cloud / Einstein / Service AI
Salesforce/Google Gemini integrations
ServiceNow Virtual Agent
Sierra AI
Slack AI assistant
Woebot Health
Zendesk Support Suite
miu.ai
Discontinued, still offered
No shut-down product was recommended here.

Also in customer

The other categories of this function, with the leader in each.
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