9 Best Aisera Alternatives (2026): Scored on 8 Criteria

Created time

Sep 30, 2026 09:18 PM

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Author

Mike Heap

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Oct 5, 2026

Ecomm?

Are there alternatives to Aisera for AI customer service?

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TL;DR: Yes, nine AI agents built for customer service do the job, and each connects to a major helpdesk or comes with one of its own. They differ on how you buy and how long setup takes.

Aisera works on top of your helpdesk. Its getting-started docs say: "Aisera products are deployed within Enterprise applications that your company already owns." Its documented helpdesk connectors cover ServiceNow, Zendesk, Salesforce and Freshdesk, and it answers customers too. On its homepage, LifeScan resolves 65% of incoming support requests with it.

The company behind it has changed. Automation Anywhere now owns Aisera, and the parent's product list presents it as "Aisera for ITSM" (IT service management). So the setup and the sales process start from the IT service desk.

The nine alternatives fall into three groups:

AI from a helpdesk or CRM company - Intercom Fin, Zendesk AI and Salesforce Agentforce, each strongest on its maker's own platform.

An independent AI agent over your helpdesk - My AskAI, Forethought, Decagon, Ada and Sierra, which work on top of the tool your team already uses.

A contact center suite - Capacity, which brings voice, chat, email, QA and its own helpdesk in one package.

We are in the second group: My AskAI installs as an app inside Zendesk, Intercom, Freshdesk, Gorgias or HubSpot and answers in the same inbox your agents use.

Map of the nine Aisera alternatives in three groups: Intercom Fin, Zendesk AI and Salesforce Agentforce from helpdesk or CRM companies; My AskAI, Forethought, Decagon, Ada and Sierra as independent agents over your helpdesk; Capacity as a contact center suite.

What's the overall comparison of these 9 Aisera alternatives?

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TL;DR: Intercom Fin leads on 63/80, My AskAI is second on 62/80 and Zendesk AI is third on 59/80. The other six finish on 52 or 53, strong on features and security but marked down for sales-led setup and, Agentforce aside, for prices you only see after a demo.

The eight criteria are helpdesk integration, ease of setup, training sources, features, improving over time, security, maturity and cost, each out of 10, and the Overall is their sum out of 80. The evidence is each vendor's own pricing pages, docs, trust pages and customer stories, with G2 reviews as social proof, and a price that only comes after a demo is shown as a quote. Aisera is the reference point, so it has no column.

(scores out of 10)	Intercom Fin	My AskAI	Zendesk AI	Forethought	Salesforce Agentforce	Decagon	Ada	Capacity	Sierra
Helpdesk integration	7	7	5	9	4	6	7	8	3
Ease of setup	7	10	6	4	3	4	4	4	4
Training sources	8	9	7	7	7	7	6	7	7
Features	9	7	8	8	9	9	8	8	9
Improving over time	8	8	8	7	7	8	7	7	8
Security	9	6	10	8	10	9	9	8	10
Maturity	9	5	10	7	9	7	8	7	8
Cost	6	10	5	3	4	2	3	3	3
Overall (out of 80)	63 (79%)	62 (78%)	59 (74%)	53 (66%)	53 (66%)	52 (65%)	52 (65%)	52 (65%)	52 (65%)

Fin scores higher than us on features, security and maturity. We score higher on setup, training sources and cost, and we are level on helpdesk integration and improving over time.

Zendesk AI is third on the strength of its certifications and the company behind it, and it loses ground on reach, because its own agents run inside Zendesk. Below it the field is tight: six vendors inside one point, each held back by a sales-led rollout. Forethought is strongest on helpdesk reach, Agentforce and Sierra on security, and Decagon on features.

Each score rests on a fact from the vendor's own pages, and the cost row works every published price out at 10,000 tickets a month.

At a glance	Intercom Fin	My AskAI	Zendesk AI	Forethought	Salesforce Agentforce	Decagon	Ada	Capacity	Sierra
Helpdesk integration	Intercom, plus Salesforce, Zendesk, Freshdesk, HubSpot	Zendesk, Intercom, Freshdesk, Freshchat, Gorgias, HubSpot	Zendesk; other platforms via Forethought	ServiceNow, Salesforce, Zendesk, Intercom and more	Inside Salesforce only	Salesforce, Intercom, Zendesk	Zendesk, Salesforce, Freshworks, ServiceNow	Zendesk, Salesforce, ServiceNow, or its own helpdesk	Zendesk and Gorgias in its developer platform, none named on its Agent Studio page
Ease of setup	Under an hour on the vendor's own card	Marketplace app, test as internal notes	Suite plan, trial, then build	30 to 90 days, big ticket floor	Salesforce admin project	About six weeks, demo first	Demo first, sales-led	Partner-led team	Sales-led, docs behind a sign-in
Training sources	Articles, snippets, synced content	Help centers, drives, historic tickets	Help center plus new connectors	Past tickets, wikis, drives	Salesforce data library	Confluence, Contentful, Kustomer	Zendesk and Salesforce knowledge	Knowledge bases incl. SharePoint	Drafts articles from agent fixes
Features	Procedures, voice, most channels	Tasks, live data, tagging, copilot	Messaging, email, voice	Solve, Triage, QA, copilot	Web, phone and app agents	Workflows, voice, SMS, WhatsApp	Playbooks, voice, omnichannel	Voice, chat, email, SMS, QA	Voice, chat, SMS, WhatsApp, email
Improving over time	Train, test, deploy, analyze loop	Self-Learning, Insights, Echo	Learns from each resolution	Gap finding, QA rubrics	Testing Center	Simulations, versioning, reviews	Bulk simulations, coaching	No-match report, prompt edits	Simulations, release checks
Security	SOC 2 Type II, HIPAA, ISO 27001, ISO 42001	SOC 2 Type II, GDPR	FedRAMP, ISO 42001, HIPAA with BAA	SOC 2 and HIPAA audits	FedRAMP High	SOC 2 Type II, HIPAA, PCI DSS	SOC 2 Type II, HIPAA, PCI DSS	SOC 2 Type II, HIPAA, GDPR	FedRAMP High, ISO 42001, HIPAA
Maturity	Owned by Salesforce, claims 12,000+ businesses	Founder-run, 200+ businesses	Large public helpdesk vendor	Owned by Zendesk	Salesforce platform	Heavily funded, fast releases	Long-running, well funded	Many acquisitions, large base	Big-brand customers, 50 stories
Cost	$4,950 in outcomes	$1,549 on Scale	$7,350 committed, plus seats	Quote only	$20,000 plus licenses	Quote only	Quote only	Quote only	Quote only

How did I select these Aisera alternatives?

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TL;DR: Every tool here answers customers directly, and works with the helpdesks an Aisera buyer runs or brings its own. Assistants built for internal IT and HR requests need their own shortlist.

I held every tool to three tests:

Answers customers directly - an AI agent on customer-service channels such as chat, email or voice.

Works with a real helpdesk - a documented integration with the helpdesks and CRMs an Aisera buyer already runs, or a helpdesk of its own.

Has evidence behind it - enough on its own pricing, security, docs and customer pages to score all eight criteria on the same basis.

Two kinds of tool fail those tests. Assistants built for employee IT and HR requests fail the first, because they answer staff, and if that is the job you are buying for, compare Aisera with Moveworks and ServiceNow's AI instead. Small-business chatbot builders and Shopify-only tools fail the second, because they are built around their own chat inbox or a Shopify store, and an Aisera buyer needs the AI to work inside a helpdesk or CRM such as Zendesk, Salesforce or ServiceNow.

Three-step path of the tests each tool had to pass: it answers customers directly, it works with a real helpdesk, and it has evidence behind it, with the kinds of tool that fail the first two tests noted.

How did I compare these Aisera alternatives?

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TL;DR: Eight scored criteria, the same for every vendor: helpdesk integration, setup, training sources, features, improving over time, security, maturity and cost. Answer quality is covered in each review through named customers.

For setup and helpdesk integration, I compare each tool with how Aisera does the same job.

Helpdesk integration

I looked at which of Zendesk, Salesforce, ServiceNow, Freshdesk, Intercom, HubSpot and Gorgias the tool runs in, and how it gets there. An app you install from the helpdesk's marketplace scores higher than a connector the vendor's team builds for you, and reach into the platforms Aisera buyers use (ServiceNow and Salesforce above all) counts in a vendor's favor.

Ease of setup

Setup comes down to who does the work, and how long until the AI answers a real customer. Aisera sits at the heavy end of that scale, and its docs say "your Enterprise application Admin needs to create authentication credentials for your Aisera Gen AI platform before the platform can integrate with your Enterprise software." A tool a support lead can switch on alone scores highest. I've assumed you use AI to draft guidance and tidy help articles, which cuts most of your own share of the work to an hour or two.

Training sources

This row covers what the AI can learn from: help centers, websites, files, cloud drives, CRM knowledge and past tickets. For a team with thin documentation, past tickets fill the gap, because they hold the answers your agents already give.

Features

I scored what the agent can do beyond answering:

Take actions like refunds and order lookups

Hand over to a person with a summary

Tag and route tickets

Help agents draft replies

Work on voice as well as chat and email

Answer quality

Every vendor measures results its own way, so I don't score this in the table. The evidence is in the named customers at the end of each review.

Improving over time

I looked at how the agent gets better after launch: learning from your team's replies, finding questions it couldn't answer, testing a change before customers see it, and showing you why it gave an answer.

Security

I scored the certifications each vendor states on its trust or security page, such as SOC 2 Type II, ISO 27001, ISO 42001, HIPAA, PCI DSS and FedRAMP. Each one a vendor names is a question your security review doesn't have to send back.

Maturity

Here I scored how established the product and the company are, who owns it, and how much named customer proof they publish.

Cost

Two things in one score: the price level at 10,000 tickets a month, and whether you can read the price before a sales call. The cost section works every published price at that volume, assumes the AI resolves half of tickets for vendors that charge per resolution or outcome, and counts AI charges only, because you pay for your helpdesk seats either way.

Is Intercom Fin a good Aisera alternative?

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TL;DR: Yes, if you want the most complete customer-service agent with a published price: channels including voice, chat and email, Salesforce Service Cloud write-back and a long certification list, from $0.99 per outcome. Salesforce now owns Fin, and ServiceNow is not among the helpdesks it names.

Fin is the AI agent from the company formerly called Intercom, and Salesforce has completed its purchase of Fin. It started on the Intercom helpdesk, where our app also installs, and now sells to teams on other platforms too.

Intercom Fin's homepage, presenting Fin as the route to perfect customer experiences.

The draw is breadth: Fin publishes a price, answers on more channels than most tools here, and says its customers average a 76% resolution rate.

G2: Intercom Fin scores 4.5/5 from 3,901 reviews on G2. "What I like best about Fin is how seamlessly it's integrated into the overall Intercom experience... does a strong job handling common, repetitive questions with high-quality, on-brand responses." Stephan W., Head of Support, via G2.

How does Intercom Fin integrate with your helpdesk?

Fin is native to Intercom and sells a "Fin with your current helpdesk" route for everyone else. Its enterprise page says it "connects natively to Zendesk, Salesforce, Freshdesk, HubSpot, and more", and the pricing FAQ adds Gorgias, Zoho, Dixa, Front and Sprinklr, plus other platforms.

Video preview — The Best Helpdesk AI Agents of 2026 (Intercom Fin vs Zendesk AI vs HubSpot Breeze vs Gorgias AI)

Salesforce is the stand-out: Fin reads and updates contact records, case fields and Flows in Service Cloud, and writes transcripts and summaries back, as its Salesforce cases setup guide describes. I marked Fin down for two gaps: ServiceNow is not among the helpdesks it names, and on any helpdesk other than Intercom the route starts with a sales conversation.

How easy is it to set up Intercom Fin?

The current-helpdesk plan on Fin's pricing page promises "Set up in under an hour", and you start it with a sales conversation. The Intercom-helpdesk plan has a 14-day free trial with no card and unlimited Fin outcomes, which you can start yourself.

Larger rollouts get Fin's Deployment Services team and partners, which is quicker than a staff-led enterprise build but slower than a marketplace install like ours.

What knowledge sources can I train Intercom Fin on?

Fin answers from help center articles, snippets and synced content from other tools, and it can sync content from a Salesforce help center. For a team whose knowledge already lives in Intercom or Salesforce, that covers most of what it needs.

In Fin, macros feed the copilot your agents use. We add training on your historic tickets to the same kinds of sources, so the two of us are a point apart here.

What features does Intercom Fin have?

Fin covers voice, chat, email, social and Slack, and on another helpdesk it handles tickets, cases, emails, live chat, WhatsApp and SMS. It also "Takes action to update external systems". Three features do most of the work:

Procedures - multi-step workflows written in plain language, built in Fin's editor, for jobs like bookings, refunds and account changes.

Voice - Fin answers phone calls as well as chat and email.

Copilot - a paid add-on for your agents, which the pricing page lists at $35 per user a month on monthly billing ($29 billed annually).

Voice plus Procedures is the widest feature set here, tied with the enterprise vendors that also run voice and deep workflows. Our copilot is the AI Copilot Chrome Extension, which drafts replies for your agents inside our integrated helpdesks with no seat charge.

How does Intercom Fin improve over time?

Fin works on a train, test, deploy and analyze loop, so you can check changes against past conversations before they go live. A Pro add-on from $99 a month adds topic analysis, quality scoring, monitors and incident detection.

The core loop is strong, but the deeper analysis and monitoring tools come in that paid add-on, so I judged the base plan on its own.

How secure is Intercom Fin?

Intercom's security page lists SOC 2 Type II, HIPAA, ISO 27001, ISO 27018, ISO 27701 and ISO 42001, plus GDPR and CCPA. Services are backed by a 99.8% uptime SLA, and data can be hosted in the US, EU or Australia.

One setting to check with your security team: Fin can use anonymized customer data to improve its AI models by default, and you can opt out at any time. FedRAMP is not on Intercom's security page. I treat that as a gap only a public-sector buyer will feel.

How mature is Intercom Fin?

Intercom's Fin page claims 12,000+ businesses, though Fin's own pages quote several different customer counts.

I gave Fin's maturity a 9 for its large, well-funded owner and years of customer volume.

How much does Intercom Fin cost?

Fin charges $0.99 per outcome, with a 50-outcome monthly minimum on the current-helpdesk plan. Outcomes include resolutions, Procedure handoffs, disqualifications and self-serve routings, and the pricing page says "You're not charged when a conversation is simply passed to your team without an outcome."

At 10,000 tickets a month with half resolved, that is about $4,950 for the 5,000 resolutions (5,000 × $0.99), before any other billable outcomes or add-ons. The price is public, which counts in its favor. The bill also grows with every outcome, which is why cost is Fin's lowest row. If the per-outcome bill is the problem, we run inside Intercom and charge per ticket.

Who is using Intercom Fin?

Fin's homepage names Anthropic, which chose Fin over building its own AI, along with Lightspeed, Clay, Rocket Money and Gamma.

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Choose Intercom Fin if:

Your team runs on Salesforce Service Cloud and you want the AI to read and update cases, fields and Flows.

You want one agent across voice, chat, email and messaging apps, with a price you can read today.

Your security review asks for ISO 42001 and HIPAA alongside SOC 2.

❌

Don't choose Intercom Fin if:

Your support runs on ServiceNow, which is not among the helpdesks Fin names.

You need a predictable bill, because outcomes include Procedure handoffs and the total rises with volume.

Is My AskAI a good Aisera alternative?

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TL;DR: Yes, for a support team that wants an AI agent inside the Zendesk, Intercom, Freshdesk, Gorgias or HubSpot it already runs, live the same day on a 30-day trial. It learns from your historic tickets and bills per ticket, which comes to $1,549 a month on Scale for 10,000 tickets split evenly between chat and email.

We built My AskAI for teams whose customers already reach them through a helpdesk. It installs from the helpdesk's own marketplace and answers in the inbox your agents use, so a handover is a note on the same ticket.

My AskAI's homepage, presenting an AI customer service agent that works within your helpdesk.

On the scoreboard we come second, one point behind Fin, and we lead the field on setup, training sources and cost.

G2: My AskAI scores 4.5/5 from 23 reviews on G2. "A good low-cost alternative to Zendesk's native AI... The AI does a decent job when comparing answers side by side with the native Zendesk AI bot." Alec H., Head of CX, via G2.

How does My AskAI integrate with your helpdesk?

We install as an approved app from each helpdesk's own marketplace: Zendesk (tickets and messaging), Intercom, Freshdesk, Freshchat, Gorgias and HubSpot. There is no code to write, and the AI answers in that helpdesk's chat, messaging and email channels, plus anything else the helpdesk routes to it.

If you move helpdesks later, the knowledge, guidance and Tasks come with you, so you don't start again.

How easy is it to set up My AskAI?

Most teams connect a helpdesk and a help center in 10 to 15 minutes, with no developer. With Aisera, its staff handle setup and your admins create credentials first, so setup time is the biggest single difference between us and Aisera.

Every new agent starts in Internal Notes mode. The AI writes its reply as a private note on each Zendesk, Intercom or Freshdesk ticket, side by side with any AI you already run, so you can compare before a customer sees anything.

You set its behavior with Guidance, which comes in three types: communication and style, context and clarification, and handover and escalation. Almost every customer moves to answering customers directly within about a month.

What knowledge sources can I train My AskAI on?

We connect to Google Drive, Notion, OneDrive, Dropbox, SharePoint and Confluence, plus the Zendesk, Intercom and Freshdesk help centers (including articles behind a login). There is also a Salesforce connector for knowledge, a Shopify connector, website sync, PDF and Word uploads, and custom answers.

Historic tickets are the source that sets us apart. We train on your last 5,000 tickets by default, more on request, on every plan and at no extra cost. That lets a team with no help center start from the answers its agents already give, which puts training sources among our top rows. For live answers, the AI can pull order and account details from your own systems through our User Data feature, so it can answer "where is my order?" with the real status.

What features does My AskAI have?

The agent answers in 95 languages, detected per message, and hands over to a person with an AI summary so the customer doesn't repeat themselves. Beyond answering:

Tasks and Tools - multi-step workflows written in plain English (refunds, cancellations, account changes), where you choose per action whether the AI acts on its own or proposes and waits for approval.

AI Tagging - classifies and routes tickets on Zendesk, Intercom, Freshdesk, Freshchat and Gorgias, with a reply mode per tag.

Image Reading - understands screenshots and photos customers send on Zendesk, Intercom, Freshdesk and Gorgias.

Copilot - the AI Copilot Chrome Extension drafts replies for your agents inside our integrated helpdesks with no seat charge. Internal Note Replies is a separate mode that drafts the reply as a note.

Echo - the assistant your team uses in the dashboard to edit guidance, manage custom answers and turn a written procedure into a Task.

Multibrand lets you run separate agents per brand or region.

How does My AskAI improve over time?

Self-Learning compares the AI's draft with the reply your agent actually sent on handed-over tickets and drafts new knowledge from the difference. When you connect, we also turn past tickets into about 20 grouped articles within roughly six hours.

Insights groups every conversation into topics and scores all of them for AI CSAT, with email alerts when a new topic appears. When you want to know why the agent said something, you ask Echo, and it shows which knowledge source it used. Batch tests let you check a change before it goes live.

I scored us 8 on this row, level with Fin, Zendesk AI, Decagon and Sierra, because Decagon and Sierra also draft new articles from how your agents resolve tickets.

How secure is My AskAI?

We are SOC 2 Type II certified and GDPR compliant. Your data is encrypted when stored and when sent, each customer's data is kept apart from every other customer's, and your data is never used to train models.

Our SOC 2 Type II report comes with Scale, and Enterprise includes a 99.99% uptime SLA.

How mature is My AskAI?

More than 200 ecommerce and SaaS businesses run support with us, and our agents have resolved over 1,000,000 tickets at a 72%+ resolution rate on a rolling 30-day basis.

My AskAI is run by its two founders, and Alex and I handle sales calls, demos and most onboarding ourselves. You deal directly with the people who build the product. I scored our maturity 5 because rivals such as Fin, which claims 12,000+ businesses, have far larger customer bases

How much does My AskAI cost?

We charge per ticket, resolved or not, so the bill doesn't rise as the AI gets better. Pro is $199 a month with 1,000 credits, then $0.12 a credit, for up to 5,000 tickets a month. Scale is $499 with 2,000 credits, then $0.10 a credit, and Enterprise starts at $999 with all usage at $0.10.

A chat ticket typically uses one credit (about $0.10 on Scale) and an email ticket about 1.5 credits (about $0.15). Usage add-ons bill on top on every plan:

AI Tagging - $0.05 per attribute per ticket

Tools - $0.02 per reply that calls one

Tasks - $0.02 per reply that is part of a Task

Live Translation - $0.05 per ticket

Image Reading - $0.02 per reply

At 10,000 tickets a month, half chat and half email, Scale comes to $1,549. If about one ticket in ten runs a Task across two replies, add about $40. You can prove it first on a 30-day trial with every feature unlocked, unlimited tickets and no card.

Who is using My AskAI?

TravelJoy on Zendesk - moved off Zendesk's own AI agent, which was resolving 24% of tickets, and now resolves 80% with AI.

RecruitCRM on Intercom - evaluated Fin, turned it down over the $0.99 Intercom charges each time Fin resolves a conversation, and now resolves 68% with AI.

YouGarden on Freshdesk - resolves 66% with AI across almost 12,000 tickets a month.

"My AskAI has fundamentally changed how we support our customers." Mamunur Rahman, Head of Customer Service at YouGarden.

Where My AskAI loses to the alternatives

Three places where another tool in this post is the better choice:

Salesforce Service Cloud and ServiceNow teams - Agentforce runs inside Service Cloud, Forethought names ServiceNow and Salesforce among its helpdesks, and Capacity runs over both. Our apps are for Zendesk, Intercom, Freshdesk, Freshchat, Gorgias and HubSpot.

Voice - Fin, Sierra, Decagon and Capacity run AI agents on the phone. Our agent answers in chat, messaging and email.

Certifications - Zendesk holds FedRAMP, ISO 42001 and HIPAA with a BAA, and Agentforce and Sierra carry FedRAMP High. Our set is SOC 2 Type II and GDPR.

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Choose My AskAI if:

Your team answers in Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot, and you want the AI in that same inbox.

You want a price you can read before any sales call, billed per ticket.

You want to test the AI as internal notes beside your current AI before it talks to customers.

You want to go live without a developer or a vendor-led project.

❌

Don't choose My AskAI if:

Your helpdesk is Salesforce Service Cloud or ServiceNow.

You need the AI to answer phone calls.

Your security review needs HIPAA with a BAA, ISO 27001, ISO 42001, PCI DSS or FedRAMP.

You want the deepest analytics suite, or an AI that edits your help center articles directly.

Is Zendesk AI a good Aisera alternative?

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TL;DR: Yes, when security review decides the deal: AI agents come with every Suite plan from the company that runs your helpdesk, backed by FedRAMP, ISO 42001 and a HIPAA agreement. Once each agent's included monthly resolutions are used, you pay $1.50 per automated resolution on a committed plan ($2.00 pay-as-you-go) on top of seats, and outside Zendesk the route is a Forethought demo.

Zendesk AI is the set of AI agents built into Zendesk's helpdesk. The agents come with the Suite and Support plans, and billing is by automated resolution.

Zendesk's homepage, with the headline 'Move beyond deflection. Deliver real resolutions.' and copy describing self-improving AI agents on every channel.

If you already run Zendesk, the appeal is one vendor, one contract and the strongest certification list of any helpdesk vendor here. The trade-off is reach, because these agents live in Zendesk, while our app also installs in Intercom, Freshdesk, Freshchat, Gorgias and HubSpot.

How does Zendesk AI integrate with your helpdesk?

It is part of Zendesk, so tickets, fields and routing are already there. The AI agents page also offers "Standalone AI agents for any platform". That option is Forethought, which you reach through a demo request.

For actions, AI agents call Zendesk action flows, and Zendesk's own documentation says "Action flows invoked by AI Agents or Agent Assist have a hard execution timeout of 30 seconds." A slow back-end system can fail that limit. Being tied to one helpdesk is the main reason I marked Zendesk AI down here.

How easy is it to set up Zendesk AI?

There is a 14-day free trial with no card. Zendesk says you can "Use your existing knowledge and policies to automate requests from day one - no training or complex setup required." Zendesk's Ask for details block collects information from the customer and fills ticket fields for you.

To use the agents on both chat and email you need a Suite plan, and each action the agent takes runs through an action flow that someone on your team creates in Zendesk's action builder. That build work is a step up from switching on a marketplace app, so I scored setup 6.

What knowledge sources can I train Zendesk AI on?

The agents answer from your Zendesk help center plus external sources, and Zendesk keeps adding connectors: its release notes announce Helpjuice, WordPress and ReadMe. Knowledge Builder drafts help center articles for you to review before publishing.

One limit to plan for: the web crawler allowance is shared across the whole Zendesk account. Our connector list reaches more of the drives and wikis teams keep knowledge in, and we train on historic tickets on every plan, which accounts for the two points between us.

What features does Zendesk AI have?

The agents work on messaging, email and voice. Email AI agents have Knowledge replies and Welcome replies, which Zendesk describes as "bringing your email AI agents to feature parity with messaging AI agents."

Through action flows, the agent can update an order or change a subscription, as long as your systems reply inside 30 seconds. I held features at 8 because of that time limit.

How does Zendesk AI improve over time?

Zendesk calls its approach a "Resolution Learning Loop" and says "Every resolution feeds the system - improving decisions, increasing automation, and raising performance over time." Built-in quality review evaluates every interaction.

Zendesk AI and My AskAI both score 8 on this row. On our side, Self-Learning drafts new knowledge from the replies your agents send on handed-over tickets, for you to review.

How secure is Zendesk AI?

Zendesk's trust center lists SOC 2 Type II, ISO 27001:2022, ISO 42001, HDS 1.1 and a HIPAA program with a BAA. It also says "Zendesk is FedRAMP authorized with Low Impact Software-as-a-Service (LI-SaaS) and is listed in the FedRAMP Marketplace."

No other helpdesk vendor here documents a wider set, so I gave it the top mark.

How mature is Zendesk AI?

Zendesk is one of the largest helpdesk companies in the market, and it now owns Forethought too. Its pricing page describes "Forethought AI agents by Zendesk" as "self-improving AI agents that can understand customer requests, take action, and continuously improve outcomes over time."

At Aisera's scale, one large, long-running company behind both your helpdesk and your AI lowers the risk of the purchase, so I gave Zendesk's maturity a 10.

How much does Zendesk AI cost?

Zendesk's pricing page says "Zendesk AI agents are included in every Suite and Support plan, with pricing based on the successful outcomes they deliver." Suite Team is $69 an agent a month on monthly billing and includes 5 automated resolutions per agent each month. Beyond that you pay $1.50 per automated resolution on a committed plan or $2.00 pay-as-you-go.

At 10,000 tickets a month with 20 agents and half the tickets resolved, 100 resolutions are included and the other 4,900 cost $7,350 committed ($9,800 pay-as-you-go). The 20 seats at that $69 add $1,380 on top. Zendesk publishes the rate, so you can work out the bill before a call, but it climbs with every resolution, which is why cost ties for its lowest score. We also install inside Zendesk, and because we charge per ticket, a higher resolution rate never raises our bill.

Who is using Zendesk AI?

Zendesk's AI agents page names Babbel, which reports a 50%+ resolution rate, and TeamSystem. Babbel's Chris Boyd says the AI agents let users manage their subscriptions themselves by connecting Zendesk AI to Babbel's back-end systems.

✅

Choose Zendesk AI if:

Your security review needs FedRAMP, ISO 42001 or a HIPAA agreement with a BAA.

You want the helpdesk and the AI agent from one vendor, on one contract.

You want email and messaging AI with built-in quality review and no separate install.

❌

Don't choose Zendesk AI if:

Your helpdesk is not Zendesk, because the other-platform route is a Forethought demo.

Your AI needs to wait on slow back-end systems, since action flows stop after 30 seconds.

You want a bill that doesn't rise as the AI resolves more.

Is Forethought a good Aisera alternative?

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TL;DR: It is the closest like-for-like swap: an AI layer that runs over ServiceNow, Salesforce, Zendesk and many other helpdesks, with triage and QA in the same platform. It keeps Aisera's buying model too, with a pricing page that leads to a demo, a 20,000-ticket history floor and 30 to 90 days of setup, and Zendesk now owns it.

Forethought sells AI agents for support teams on almost any helpdesk, and Zendesk now owns it. Zendesk's help center says Forethought can "operate independent of the Zendesk platform to help any team automate customer service".

Forethought's homepage, presenting enterprise AI agents for any customer-experience platform.

Of every tool here, it is the one that works most like Aisera: a layer over the systems you already run, bought through a sales process.

G2: Forethought scores 4.3/5 from 166 reviews on G2. "The most capable Support-focused AI solution we have tried with high-quality built-in analytics and impact forecasting/reporting... It leverages our knowledge base to provide specific recommendations and leverages prior case history to refine questions and troubleshooting actions." Brendan D., Chief Customer Officer, via G2.

How does Forethought integrate with your helpdesk?

The helpdesk tab of its integrations page names ServiceNow, Salesforce, Zendesk, Freshworks, Freshchat, Intercom, HubSpot, Gorgias, Kustomer, Gladly, Help Scout, Front, Jira and more. On the phone side it names Five9, Genesys, Amazon Connect and RingCentral.

No other tool here names as many helpdesks, and the list covers both ServiceNow and Salesforce, which is why I gave Forethought its best score here. Zendesk confirms that non-Zendesk customers can still buy it. It misses a 10 because you get it through Zendesk's sales team, with no app to install yourself.

How easy is it to set up Forethought?

Forethought's FAQ sets a data floor: "Forethought's AI performs effectively with a historical ticket data volume of 20,000+ and requires at least 2,000 email or chat tickets per month to operate smoothly." It also says most teams are fully set up within 30 to 90 days, after which you are paired with a Customer Success Manager.

The pricing page offers a Proof of Value in place of a free trial, and a price comes only through a demo or a quote request. I scored setup 4 for the demo-first route and the 30 to 90 days it takes to be fully live.

What knowledge sources can I train Forethought on?

Forethought learns from your past tickets and help center content. Its integrations page adds Confluence, Contentful, Document360, Guru, Notion, Glean, ReadMe, Google Drive, SharePoint, Shopify and Snowflake.

The 20,000-ticket floor above applies whichever of these you connect, so a team with a shorter ticket history gives Forethought less to learn from. Our historic-ticket training works from any volume.

What features does Forethought have?

The platform splits into named agents:

Solve - answers customers on chat, email, voice and Slack, and custom actions let it process refunds or update accounts from inside the conversation.

Triage - tags and prioritizes tickets that need a person, so they reach the right agent.

Discover - finds topics missing from your help articles.

QA and Assist - scores conversations against your rubrics and helps agents draft replies.

Channels depend on the tier: chat and mobile come on Team, while email, voice and Slack start on Professional. That tier gating holds its features score at 8. We cover three of these jobs too: AI Tagging tags and routes tickets, Insights shows which topics need attention while Self-Learning drafts the missing articles, and our copilot is the AI Copilot Chrome Extension.

How does Forethought improve over time?

Discover spots gaps from real ticket and chat data, and the QA agent scores conversations against rubrics (one rubric on Team, five on Professional and 20 on Enterprise). One customer on the Discover page says it shows "which topics are most common and missing from our knowledge articles".

Gap detection is not on Team, is an add-on on Professional and is included on Enterprise. The improvement tools sit in the upper tiers, so a buyer on Team gets the weakest version.

How secure is Forethought?

Forethought's security page says "We prioritize the security and compliance of our operations by conducting annual audits against SOC2 and HIPAA." It also states that it adheres to ISO 27001, NIST CSF and NIST 800-53.

For the ISO and NIST frameworks the page says "adheres" and names no certificate. I read that wording, and no FedRAMP on the page, as a weaker claim than a named certificate.

How mature is Forethought?

Forethought has sold AI for support teams for years, and Zendesk completed its acquisition. Zendesk now markets it as Forethought AI agents by Zendesk.

For a buyer not on Zendesk, the question is how Zendesk treats other platforms over time, since the roadmap now belongs to a helpdesk company. I scored Forethought's maturity 7 because of that uncertainty.

How much does Forethought cost?

The pricing page shows no figures and describes the model this way: "Our pricing model is a blend of platform access fees and an outcome-based pricing cost." Inside Zendesk, the subscription carries an annual fee and a resolution allowance.

For a sense of scale, one procurement marketplace puts the median contract at about $74,483 a year across 69 purchases. I gave Forethought's cost a 3 because you only get your own number after a demo.

Who is using Forethought?

Grammarly reports 87% deflection with Forethought. Upwork reports a 75% average self-serve rate through its chat widget, against 45% with its previous chatbot. The customers page lists more.

✅

Choose Forethought if:

Your helpdesk is ServiceNow or Salesforce and you want one AI layer that can span several helpdesks.

You want triage, gap-finding and QA scoring in the same platform as the AI agent.

You have a deep ticket history and a team ready for a 30 to 90 day rollout.

❌

Don't choose Forethought if:

You have fewer than 20,000 historical tickets or under 2,000 email and chat tickets a month.

You need to be live within a month.

You need to see a price before a sales call.

Is Salesforce Agentforce a good Aisera alternative?

⚡

TL;DR: Yes, if your service team lives in Salesforce Service Cloud: the agent works on your Salesforce records with FedRAMP High controls. Its consumption price is $2 per conversation, and Flex Credits and per-user licenses are other ways to pay.

Agentforce is Salesforce's AI agent platform, and its Service Agent is set up inside a Salesforce org, next to your Service Cloud cases. Salesforce now also owns Fin, so it sells two customer-service agents.

Salesforce's Agentforce page, with the headline 'Resolve cases with Agentforce' and copy describing an AI agent platform for 24/7 autonomous support.

If your service desk already runs on Salesforce, Agentforce keeps everything on one platform and one bill.

How does Salesforce Agentforce integrate with your helpdesk?

Agentforce's Service Agent is part of Service Cloud and works on your Salesforce data; the entry route is Salesforce Foundations, which is included for Enterprise Edition and higher.

Salesforce's Agentforce landing, pricing and help pages name no route into Zendesk, Intercom, Freshdesk, HubSpot or Gorgias. That single-platform reach is the reason I rate it low for anyone not already on Salesforce.

How easy is it to set up Salesforce Agentforce?

Setup runs through Salesforce's own builder tools, which your Salesforce admin or partner will use. It can move quickly on a well-run org: OpenTable's customer story says "It took only three weeks to launch the restaurant agent on OpenTable’s Contact Us page".

For a support leader it is a Salesforce project with an admin, a partner or both. I scored Agentforce's setup 3 because of that dependency.

What knowledge sources can I train Salesforce Agentforce on?

Answers come from an Agentforce Data Library, which Salesforce's Trailhead module walks through. If your articles already live in Salesforce Knowledge, that is a short step.

Knowledge that lives outside Salesforce has to be brought into the library first. We connect drives, wikis and help centers directly and train on historic tickets, so we score 9 here to Agentforce's 7.

What features does Salesforce Agentforce have?

The agent gives 24/7 support "On the web, on the phone, or in apps". Flex Credits cover customer-facing agents, employee-facing agents, Agentforce Voice and Slackbot, so one contract can span service and internal use.

Because it is built on your CRM, the agent can act on real case, order and account records without a separate integration. Voice plus that data access puts it among the strongest feature sets I reviewed.

How does Salesforce Agentforce improve over time?

Salesforce provides a Testing Center that generates test cases for your agent, and a Command Center for analytics. We cover both jobs in our own dashboard: batch tests before a change goes live, and Insights for topics and AI CSAT.

Both tools are part of Salesforce, so the testing and review work happens in your Salesforce org. I scored Agentforce 7 on this row for that testing and analytics.

How secure is Salesforce Agentforce?

Salesforce announced that its products, including Agentforce, are FedRAMP High authorized. For a public-sector or regulated buyer, FedRAMP High is the strongest government security certification in this post, and it covers the platform your service data is already on.

I gave it the top security mark.

How mature is Salesforce Agentforce?

Agentforce runs on the Salesforce platform, one of the largest business software companies in the world, and it has named customer stories from OpenTable and Heathrow. Salesforce now owns Fin as well.

Salesforce's release puts the two side by side as parts of one portfolio, so ask which product the account team will steer you to. That open question is why I held maturity at 9.

How much does Salesforce Agentforce cost?

The Agentforce pricing page offers consumption pricing through Conversations at $2 per conversation or Flex Credits at $500 per 100,000 credits, or per-user licenses instead. The page adds "Contact a sales representative for detailed pricing information."

On the $2-per-conversation route, 10,000 conversations a month cost $20,000, plus Service Cloud seats. It is the highest bill in the published set, and being able to read it before a sales call is what lifts its cost score above the quote-only vendors.

Who is using Salesforce Agentforce?

OpenTable reports that its agent now resolves the majority of inquiries, a 40% improvement over its old chatbot. Heathrow expects Agentforce to improve digital contact efficiency by up to 40%.

✅

Choose Salesforce Agentforce if:

Your service team already runs on Salesforce Service Cloud and your articles live in Salesforce.

Procurement needs FedRAMP High.

You want customer-facing and employee-facing agents on one Salesforce contract.

❌

Don't choose Salesforce Agentforce if:

Your helpdesk is Zendesk, Intercom, Freshdesk, HubSpot or Gorgias.

You want the AI bill to follow resolutions, because $2 is charged per conversation.

You don't have a Salesforce admin or partner to run the setup.

Is Decagon a good Aisera alternative?

⚡

TL;DR: Yes, for a large customer-service operation that wants an independent agent with strong voice and deep workflows, on Salesforce, Intercom or Zendesk. Decagon quotes after a demo, and one procurement marketplace puts the median contract at about $432,750 a year.

Decagon calls itself "The AI concierge for every customer" on its homepage. It is an independent AI agent that works over your helpdesk and handles chat, email and voice.

Decagon's homepage, presenting its AI agents as an AI concierge for every customer.

It is built for enterprise teams, with a six-week onboarding that Decagon's own engineers run.

G2: Decagon scores 4.8/5 from 30 reviews on G2.

How does Decagon integrate with your helpdesk?

Decagon's integrations page says it can "Sync support tickets and tap into customer data from applications like Salesforce, Intercom, Zendesk, and more." Actions and escalations run through Zendesk and Salesforce, and email through Zendesk and Intercom.

On the phone side it works with Amazon Connect and RingCentral, and it is listed on the Five9 CX Marketplace; the integrations page names no Freshdesk, Gorgias, HubSpot or ServiceNow connection. I weigh the missing ServiceNow link most heavily.

How easy is it to set up Decagon?

Decagon's own setup guide says "Decagon's implementation takes approximately 6 weeks from initial discovery to full deployment." Decagon sells through a demo request.

Decagon's engineers and agent product managers run the onboarding, and the product docs sit behind a login. I scored Decagon's setup 4 because it is a six-week, vendor-run project.

What knowledge sources can I train Decagon on?

Decagon can "Populate your AI agent’s knowledge base with existing articles from systems such as Confluence, Contentful, and Kustomer." Other data comes in through its connectors and developer integrations.

Knowledge Suggestions drafts new articles from how your human agents resolve tickets, with fresh suggestions every month. Its named knowledge syncs are a shorter list than ours, so it scores 7 to our 9 here.

What features does Decagon have?

These are the Decagon features I weighed most for a support team:

Agent Operating Procedures - workflows written in plain language, which Decagon says "Combine the flexibility of natural language with the reliability of code to execute any workflow."

Voice - inbound and outbound calls in 70+ languages, with a summary when a call moves to a person.

Chat and messaging - web live chat, SMS and WhatsApp.

Actions - identity checks and refunds under controls you set, and it can work through a system's web pages when there is no direct connection.

I gave Decagon a 9 for features because it pairs voice in 70+ languages with workflows written in plain language.

How does Decagon improve over time?

Decagon gives you simulations and test batches before a release, versioning with rollback, and experiments on live traffic. Its Duet assistant proposes updates that a person approves, and Watchtower reviews every conversation against criteria your team writes.

The loop suits a team with the staff to run it, because the work of reviewing tests and approving changes stays with your team or Decagon's. Knowledge Suggestions and our Self-Learning both draft new knowledge from your agents' replies, so Decagon scores 8 here, as we do.

How secure is Decagon?

Decagon's trust center lists SOC 2 Type II, GDPR, CCPA, HIPAA, the EU AI Act, ISO 27001:2022 and PCI DSS 4.0.1. Its security page adds AES-256 encryption, single sign-on and zero data retention with the model providers.

I held back one point because ISO 42001 and FedRAMP are not on the trust center list.

How mature is Decagon?

Decagon is heavily funded, with a $4.5B valuation, and it releases new capabilities quickly. Zendesk, Salesforce and Fin each have a far larger customer base behind them, which is why I held Decagon's maturity at 7.

How much does Decagon cost?

Decagon prices after a demo. Its pricing post describes two models, per conversation or per resolution, and says most of its customers choose per conversation.

One procurement marketplace puts the median contract at about $432,750 a year. I gave Decagon's cost a 2 for that level and for the wait for a quote.

Who is using Decagon?

Chime's case study says it is "Consistently seeing 70%+ resolution" across chat and voice. Duolingo reports an 80% deflection rate on Decagon's case studies page.

✅

Choose Decagon if:

You need voice as much as chat, including outbound calls and many languages.

You want complex workflows with strict controls on refunds and identity checks.

Your security review asks for PCI DSS or HIPAA.

❌

Don't choose Decagon if:

Your helpdesk is Freshdesk, HubSpot, Gorgias or ServiceNow.

You are working to a mid-market budget.

You need to be live within days.

Is Ada a good Aisera alternative?

⚡

TL;DR: Yes, for an enterprise contact center that wants one agent across chat, voice and email, on Zendesk, Salesforce, Freshworks or ServiceNow. Contracts are conversation-based and quoted after a demo, with a marketplace median of about $72,000 a year, and Ada's integrations page lists no Intercom or HubSpot connection.

Ada calls itself "The agentic customer experience platform" on its homepage. It runs beside your helpdesk, answering across channels and handing over to your agents when it needs to.

Ada's homepage, presenting an agentic customer experience platform with AI customer service agents.

If you want to test an agent hard before it talks to customers, Ada's bulk simulations are the reason to look at it.

G2: Ada scores 4.6/5 from 173 reviews on G2. "My favourite feature is the playbooks. You write out what you want, and Ada turns your thoughts into an effective protocol for your chatbot... it has cut our team's response time into a third." Danielle G., Director Customer Support, via G2.

How does Ada integrate with your helpdesk?

Ada's integrations page names Zendesk, Salesforce, Freshworks and ServiceNow, which covers most of the helpdesks an Aisera buyer runs.

Handover depth varies by helpdesk. Ada's docs say "Transcript summaries are currently available for Zendesk Live Chat (Zopim and ZAW), Zendesk Ticketing, Salesforce Live Chat, and the Email Handoff block." The integrations page lists no Intercom or HubSpot connection, so Ada scores 7 here to Forethought's 9.

How easy is it to set up Ada?

Ada's route in is a demo booking, so setup is sales-led from the start. Once it is running, you build separate handovers to your team for different situations, and Ada's handoff docs cap them: "You can have up to five active handoffs at a time."

I scored Ada's setup 4 for its demo-first start and enterprise rollout.

What knowledge sources can I train Ada on?

Ada syncs knowledge from Zendesk and Salesforce, and its knowledge integration docs say those sources refresh automatically every 15 minutes.

The integrations page lists no Notion, Confluence, Google Drive or SharePoint connector. A team whose knowledge is in those tools has more work to do with Ada. We connect all four directly.

What features does Ada have?

Ada's agent is built around three features:

Playbooks - step-by-step workflows that call your systems to verify identity, look up an order or process a refund.

Ada Computer - lets the agent use your business systems to finish the customer's task.

Voice and omnichannel - one agent across chat, voice, email and social channels.

Handover summaries reach only some helpdesks, which is why I held its features at 8.

How does Ada improve over time?

Ada's Simulations run scripted test conversations in bulk: "You can run up to 3,000 simulations per day and maintain up to 1,000 test cases per instance." Coaching lets your team refine answers from past conversations.

Running that many simulations takes someone on your team to write and review them, and Ada's docs describe coaching as your team's work too. That staffing need is why I scored Ada's loop 7.

How secure is Ada?

Ada's trust page says it holds SOC 2 Type II and HIPAA certifications and is PCI DSS compliant, and its homepage adds the AIUC-1 badge. Neither page lists ISO 27001 or ISO 42001. I want both named before a large security review, so Ada stops at 9.

How mature is Ada?

Ada is one of the longer-running vendors in this list, has raised about $192M and was valued at $1.2B. It is still adding major features, Ada Computer among them.

A long history with large customers is the main reason I rate Ada's maturity well.

How much does Ada cost?

Ada's pricing link redirects to a demo form that asks "What is your expected customer contact volume this year across all service channels?" Contracts are conversation-based.

One procurement marketplace puts the median contract at about $72,000 a year across 116 purchases. With no price to read before the demo, cost is Ada's weakest row.

Who is using Ada?

Dott went from a 32% to 77% automated resolution rate with Ada.

✅

Choose Ada if:

You run an enterprise contact center and want one agent across chat, voice, email and social.

Your helpdesk is ServiceNow, Salesforce, Zendesk or Freshworks.

You need HIPAA and PCI DSS, and want to test changes with bulk simulations.

❌

Don't choose Ada if:

Your helpdesk is Intercom or HubSpot, which the integrations page doesn't list.

Your knowledge lives in Notion, Confluence, Google Drive or SharePoint.

You need a price before a sales call.

Read more: our complete guide to Ada, the best Ada alternatives, and My AskAI vs Ada.

Is Capacity a good Aisera alternative?

⚡

TL;DR: Yes, for a contact center that needs AI on voice, chat, email and SMS plus agent assist and QA in one suite, over Zendesk, Salesforce or ServiceNow or on its own helpdesk. Prices are quote-only (an annual platform fee plus usage), and voice typically goes live in 6 to 8 weeks.

Capacity sells a customer-service automation suite aimed at contact centers, and its homepage speaks to "organizations running 50 to 500+ agents". It can sit over your helpdesk or give you one of its own.

Capacity's homepage, presenting AI agents for customer support.

If you want one vendor for voice, chat, QA and analytics, it is the broadest suite I looked at.

G2: Capacity scores 4.7/5 from 117 reviews on G2.

How does Capacity integrate with your helpdesk?

Capacity's email agent "Adds AI in front of Salesforce, Zendesk and others without switching tools." Its ServiceNow integration triggers workflows from customer conversations. Its Salesforce integration pushes summaries and outcomes into Salesforce.

If you have no ticketing tool at all, "Capacity includes a native Helpdesk, so if you don’t already have a ticketing tool, you get one out of the box." Its pages describe the ServiceNow and Salesforce links in detail and say less about what the Zendesk connection does. I count that thin Zendesk detail against it.

How easy is it to set up Capacity?

Every deployment gets "a partner-led implementation team with hypercare after launch" (extra support in the first weeks after go-live), and standard onboarding is included in the subscription. Capacity says "Voice deployments are typically production-ready in 6 to 8 weeks."

For chat, its quick start guide has two steps: brand the widget and add your answers. The partner-led model and the voice timeline put setup in line with the other enterprise vendors, well behind a self-serve install.

What knowledge sources can I train Capacity on?

Capacity's answer engine indexes third-party knowledge bases such as SharePoint, ServiceNow and Salesforce. In its own helpdesk, "As you respond to a ticket, the AI stores the answer for next time."

Its onboarding guide notes that generated answers don't read images inside your documents. If your guides lean on screenshots, or your knowledge sits in tools its pages don't name, plan for extra work before launch. I scored it 7.

What features does Capacity have?

For the features score, I looked at these parts of Capacity's suite:

AI agents on every channel - "Capacity supports Voice IVA, Chat IVA, Email IVA and SMS IVA."

Auto QA - scores conversations with 1,200+ pre-built insights.

Analytics Assistant - Capacity says it "lets anyone ask questions about their Capacity interaction data and instantly get charts, dashboards, and executive-ready presentations."

Its own speech technology - Capacity runs its own speech recognition and voice, so it doesn't depend on a third party for calls.

Capacity says it can "handle up to 90% of customer inquiries automatically", and its metric glossary counts a deflection as a session that ends without escalation or negative feedback, so a customer who leaves without an answer still counts as deflected. Against Auto QA and the Analytics Assistant, our nearest match is Insights, which gives every AI conversation an AI CSAT score, groups them into topics and exports to CSV or Sheets.

How does Capacity improve over time?

Capacity's AI agents guide says "The prompt instructions are the most important part of any agentic experience." The No Match Inquiry report lists questions that "did not match to a high confidence answer from your knowledge", and an AI content generator turns closed tickets into new answers.

Those guides describe prompt editing and the no-match report, and they describe no simulation tool for testing a change before customers see it. In My AskAI, a support lead runs batch tests to check a change before it goes live.

How secure is Capacity?

Capacity's security page says "GDPR, HIPAA, SOC 2 Type II certified." HIPAA comes as a package on the Enterprise plan, and PCI coverage applies to voice. I scored Capacity's security 8 because HIPAA is tied to one plan and the security page lists neither ISO 27001 nor FedRAMP.

How mature is Capacity?

Capacity has grown by buying companies, with more than a dozen acquisitions. I scored its maturity 7 because a suite built from recent purchases has had less time to prove itself as one product than Ada or Zendesk AI.

How much does Capacity cost?

Capacity's pricing page says "Your investment includes a platform fee plus usage-based pricing for AI Agents, so you only pay for what you use." It also says the AI model costs are included in your pricing, so the bill has no separate usage charge for them.

The page shows no figures. One third-party review says entry contracts typically start around $2,000 to $3,000 a month, without naming a primary source, so treat it as unverified. I scored cost 3 because the only number is that estimate.

Who is using Capacity?

AAA deflects 30M calls using Capacity's virtual agents, and DSW saves $1.5M in support costs.

✅

Choose Capacity if:

You need AI on voice as well as chat, email and SMS, from one vendor.

Your team runs on Salesforce or ServiceNow, or you have no helpdesk yet.

You want AI costs with no separate model charges, and onboarding included.

❌

Don't choose Capacity if:

You need to read a price before a sales call.

You need voice live within days.

You want a published resolution rate to hold the vendor to.

Is Sierra a good Aisera alternative?

⚡

TL;DR: For a very large consumer brand that wants a fully managed agent with strong voice, yes. Sierra's Agent Studio page names none of its integrations, prices come from its sales team and onboarding is sales-led, which leaves more to the sales process than any other tool here.

Sierra builds AI agents for large consumer brands. Its site says you can "Deploy a single agent across chat, SMS, WhatsApp, email, voice, and ChatGPT."

Sierra's homepage, with the headline 'Better outcomes. Built on Sierra.' and a Sierra Agent chat reply offering morning appointment times.

Sierra's team runs the build with you, and its voice product and compliance list are among the strongest here.

G2: Sierra scores 4.4/5 from 87 reviews on G2.

How does Sierra integrate with your helpdesk?

Sierra's Agent Studio page says you can "Leverage 40+ pre-built integrations to instantly connect your agent with third-party knowledge bases, systems of record, and contact centers." It names none of them.

Handover to your human team comes with a generated summary. Sierra's Agent Studio, Channels and Voice pages name no helpdesk, and its developer platform includes Zendesk and Gorgias connections. Neither of those is ServiceNow or Salesforce, the two platforms this criterion weighs most, so I scored it 3.

How easy is it to set up Sierra?

Sierra's route in is sales-led, and its developer docs require a sign-in. Its Ghostwriter tool builds agents from your procedures and call transcripts.

Both customers named below went live inside 10 weeks, with Sierra's team running the project. A project of that length puts Sierra well behind the self-serve tools, so I scored its setup 4.

What knowledge sources can I train Sierra on?

Agent Studio can "Automatically draft knowledge articles based on how care representatives resolve edge cases", and Expert Answers builds and improves articles from resolved conversations.

Sierra's public pages don't list file types or named document connectors. That leaves the source list to the sales conversation. Our source list is published, historic tickets included, which puts us two points ahead here.

What features does Sierra have?

The Sierra products closest to a support team's work are:

Voice - inbound and outbound calls, with Sierra promising to "Delight your customers across inbound and outbound calls."

One agent everywhere - chat, SMS, WhatsApp, email, voice and ChatGPT.

Explorer - ask questions of your conversation data in plain language.

Live Assist - help for your human reps during their own conversations.

Our AI Copilot Chrome Extension covers the same job as Live Assist inside our integrated helpdesks, with no seat charge. Outbound calls and one agent across voice, messaging, email and ChatGPT put Sierra's features at 9.

How does Sierra improve over time?

Sierra runs simulations that test your agent against expected behavior before a release. Its release governance adds Agent Checks, which flag problems in your agent while you build it, plus approval steps and split-traffic releases.

Sierra's Insights page shows the reasoning behind every answer or action, including the knowledge sources and systems it used. I scored the loop 8: it is strong, and changes go through a software-style release process that your team or Sierra's runs.

How secure is Sierra?

Sierra's trust portal lists ISO 27001:2022, ISO 42001:2023, SOC 2, HIPAA, PCI DSS 4.0.1, GDPR, CCPA, CSA STAR, the EU AI Act, AIUC-1 and FedRAMP High. With FedRAMP High and ISO 42001 both on that list, I gave Sierra the top security mark.

How mature is Sierra?

Sierra publishes 50 English-language customer stories. Its customers include Singtel, Chime and Vivid Seats.

That big-brand proof puts my maturity score at 8, one below Fin and Agentforce, which have Salesforce behind them.

How much does Sierra cost?

Sierra's site lists no plans or prices. It sells on outcome-based pricing, and its pricing blog says "If the conversation is unresolved, in most cases, there's no charge." What counts as an outcome is agreed between Sierra and the buyer up front.

I gave Sierra's cost a 3 because the first number you see comes from its sales team.

Who is using Sierra?

Vivid Seats went from kickoff to live in under four weeks. Singtel went live in less than 10 weeks.

✅

Choose Sierra if:

Voice is a core channel, including outbound calls.

Your security review needs FedRAMP High and ISO 42001.

You want software-style release controls, with checks and split releases, on your AI agent.

❌

Don't choose Sierra if:

You need to see a price before a sales call.

You need to confirm your helpdesk connection from the Agent Studio page, which names none of its 40+ integrations.

You want to read the product docs before you talk to sales.

What do these Aisera alternatives cost at 10,000 tickets a month?

⚡

TL;DR: At 10,000 tickets a month, the four published prices are far apart: $1,549 for My AskAI, $4,950 for Fin, $7,350 plus seats for Zendesk AI and $20,000 plus licenses for Agentforce. The other five quote after a demo.

Every row uses the same basis: 10,000 tickets a month, half chat and half email. Vendors that charge per resolution or outcome are priced at a 50% AI resolution rate (5,000 resolutions), and Zendesk seats assume 20 agents. Each vendor is priced on its cheapest plan that covers the volume, and the monthly cost is the AI charge alone, with any required seats or licenses named beside it.

Vendor	Plan used	How the month adds up	Monthly cost
My AskAI	Scale	$499 + 10,500 × $0.10	$1,549
Intercom Fin	Per outcome	5,000 × $0.99	$4,950
Zendesk AI	Suite Team, committed rate	4,900 × $1.50 above the 100 included ($1,380 of seats on monthly billing on top)	$7,350
Salesforce Agentforce	Conversations	10,000 × $2 (Service Cloud licenses on top)	$20,000
Forethought	Quote only	Marketplace median about $74,483 a year	Quote only
Decagon	Quote only	Marketplace median about $432,750 a year	Quote only
Ada	Quote only	Marketplace median about $72,000 a year	Quote only
Capacity	Quote only	Third-party estimate $2,000 to $3,000 a month, unverified	Quote only
Sierra	Quote only	Outcome-based, agreed with sales	Quote only

Our row counts 12,500 credits (one per chat ticket, 1.5 per email ticket), so 10,500 above Scale's 2,000 included. Tasks bill on top at $0.02 per Task reply, about $40 more if one ticket in ten runs a Task across two replies. Pro caps at 5,000 tickets a month, so Scale is our cheapest plan at this volume.

Fin and Zendesk AI charge per resolution or outcome, so their bills rise as the AI gets better. On its Conversations route, Agentforce charges every conversation, resolved or not. We charge per ticket, so the bill follows how much your customers write in, however often the AI resolves.

Three groups of vendors by billing basis: Intercom Fin and Zendesk AI charge per resolution or outcome; Salesforce Agentforce and My AskAI charge every conversation or ticket, resolved or not; Forethought, Decagon, Ada, Capacity and Sierra quote after a demo.

Aisera's homepage shows no plan prices and invites you to request a customized quote, so the quote-only vendors above sell much the way Aisera does. Treat the marketplace medians as a starting point for the conversation. If you want to test before you pay anyone, our 30-day trial has every feature unlocked, unlimited tickets and no card.

Which Aisera alternative is best?

⚡

TL;DR: Intercom Fin tops the scoreboard on 63/80, one point ahead of My AskAI, and Zendesk AI is third on 59/80, the choice when certifications decide the deal. Fin is the pick for the widest feature set and Salesforce write-back, and My AskAI for an AI agent inside Zendesk, Intercom, Freshdesk, Gorgias or HubSpot at the lowest published bill.

The top two are one point apart, so the right answer depends on your platform and what your procurement team will ask for:

You want the most complete agent, with voice and a public price - Intercom Fin, especially if your service team runs on Salesforce Service Cloud and you want cases updated automatically.

You want AI inside the helpdesk you already run, live this week - My AskAI, for teams on Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot who want a per-ticket bill and a 30-day trial to prove it.

Security review decides the deal - Zendesk AI, for FedRAMP, ISO 42001 and a HIPAA agreement from one established vendor.

Your service desk lives in Salesforce - Salesforce Agentforce, with FedRAMP High and your CRM data built in.

You want Aisera's layer model without Aisera - Forethought, which runs over ServiceNow, Salesforce and many more, if you have the ticket history and the time.

You run a voice-heavy contact center - Capacity for an all-in-one suite, Decagon for workflow depth, Ada for omnichannel testing, and Sierra for a fully managed agent at big-brand scale.

If you need an assistant for staff IT and HR requests, start from an IT-desk comparison.

FAQs

What are the best Aisera alternatives?

On our scoreboard, Intercom Fin is first on 63/80, My AskAI second on 62/80 and Zendesk AI third on 59/80. Forethought and Salesforce Agentforce follow on 53, then Decagon, Ada, Capacity and Sierra on 52. Fin leads us on features, security and maturity, and we lead on setup, training sources and cost.

Is Aisera acquired?

Yes. Automation Anywhere announced it has acquired Aisera, and Aisera's homepage carries the banner "Automation Anywhere has acquired Aisera." Aisera's AWS Marketplace listing is now sold by Automation Anywhere, so new contracts go through the parent company.

What kind of company is Aisera?

Aisera is an enterprise AI vendor that sells AI agents for IT, HR and customer service, which its docs describe as sitting within the business applications a company already owns. It is headquartered in Santa Clara, California, and is now part of Automation Anywhere, which presents it mainly as an IT service-desk product. Its channels documentation lists where its agents can answer.

How much does Aisera cost compared with its alternatives?

Aisera's homepage shows no plan prices and asks you to request a quote. Its AWS Marketplace listing prices Aisera Assistant per user under a contract, starting with a free 30-day trial for up to 50 users. Four alternatives publish a price, and at 10,000 tickets a month they come to $1,549 for My AskAI (our Scale plan, half chat and half email), $4,950 for Fin, $7,350 plus seats for Zendesk AI and $20,000 plus licenses for Agentforce. The other five quote after a demo.

Is there an Aisera alternative for customer service, not IT?

Yes, every tool in this post is built for customer service. Aisera itself handles customer service too, and LifeScan resolves 65% of incoming support requests with it, but its owner markets it IT-first. We run inside Zendesk, Intercom, Freshdesk, Gorgias and HubSpot, and TravelJoy, RecruitCRM and YouGarden use us there.

Which Aisera alternatives have a free trial?

My AskAI, Intercom Fin and Zendesk AI each offer a free trial with no card: 30 days for ours with every feature unlocked, and 14 days for Fin and Zendesk. Forethought offers a Proof of Value in place of a trial, while Decagon, Ada and Sierra start from a demo or a sales conversation.

Which Aisera alternatives work with ServiceNow?

Forethought, Ada and Capacity each name ServiceNow on their own integration pages, and Capacity's ServiceNow integration triggers workflows from customer conversations. Fin's list of helpdesks and Decagon's integrations page don't name it, and Agentforce works inside Salesforce. Forethought names the most helpdesks overall, which is why I gave it the top helpdesk-integration score.

Aisera vs Moveworks: which is better?

Both are built for employee service first. Moveworks describes itself as an AI assistant platform "for your entire workforce", and ServiceNow now owns it. For an IT help desk, compare the two on how they fit your ITSM platform. For customer support, the shortlist above is the better place to start.

9 Best Aisera Alternatives and Competitors for Customer Service (2026)