5 Best Fully Customizable AI Agents for IT Support Services (MSPs)

Zendesk AI Chat leverages the powerful Zendesk platform to offer a conversational layer that integrates seamlessly with ticketing, help center, and customer data. Built on the Zendesk Sunshine AI framework, the chatbot can automatically create tickets, suggest knowledge base articles, and provide self‑service options for common issues. Users can customize the chat UI through Zendesk’s theme editor, allowing for brand‑consistent colors, logo placement, and typography adjustments. One of the platform’s strengths is its deep integration with the Zendesk ecosystem, enabling a single source of truth for all customer interactions. The AI can pull customer history, past tickets, and product usage data to deliver contextually relevant responses. Additionally, Zendesk offers workflow automation and routing rules, so the chatbot can hand off complex cases to the right agent based on skill or priority. While Zendesk AI Chat does not provide a native dual knowledge base, it relies on the Zendesk Knowledge Base and can be augmented with external document repositories via API. The platform supports persistent memory across sessions for logged‑in users, helping to maintain conversation context. Pricing for Zendesk’s AI Chat is included in the higher tiers of the Zendesk Suite, starting at $49 per agent per month for the Team plan and scaling to $199 per agent for the Enterprise plan. The AI features are marketed as part of the “Zendesk AI” add‑on, which can be purchased separately. Zendesk AI Chat is well suited for MSPs that already use Zendesk for ticketing and want a unified support experience, but it may require additional configuration to achieve the same level of visual customization as a dedicated no‑code editor.

Freshworks offers a unified AI chatbot solution that spans both Freshchat, its live‑chat platform, and Freshservice, its IT service management tool. The chatbot can answer FAQs, retrieve knowledge base articles, and even create or update tickets in Freshservice, providing a full end‑to‑end support experience. Freshworks provides a visual bot builder where users can design conversational flows using a drag‑and‑drop interface, and the AI model can be fine‑tuned with custom prompts to align with brand voice. The platform’s knowledge base is tightly integrated with Freshservice’s internal knowledge articles, allowing the bot to pull up-to-date documentation automatically. Freshworks also offers a “Conversational AI” layer that can handle multi‑step requests, such as password resets or incident escalations, by orchestrating backend APIs. Unlike some competitors, Freshworks AI provides a persistent memory feature for authenticated users across sessions, enabling context retention for ongoing support cases. The chatbot can also be embedded on any website or integrated into mobile apps via a simple script. Freshworks AI is part of the broader Freshworks suite, with pricing starting at $19 per user per month for the “Growth” plan and $39 per user per month for the “Pro” plan. AI features are included in the higher tiers and can be added to lower tiers for an additional fee. MSPs looking for an all‑in‑one solution that covers live chat, ticketing, and knowledge management may find Freshworks AI to be a compelling choice, especially if they value the visual flow builder and built‑in AI fine‑tuning.

ServiceNow Virtual Agent is a conversational AI built into the ServiceNow platform, primarily targeting IT service management. It can answer user queries, create and update incidents, and walk users through self‑service processes. The bot is driven by a natural language understanding engine that can be customized with intent models and dialog flows using ServiceNow’s Flow Designer. One of the key advantages of ServiceNow Virtual Agent is its deep integration with the platform’s extensive catalog of ITSM processes, enabling it to pull real‑time data on incidents, service requests, and knowledge articles. The bot can also be extended with custom scripts, REST APIs, and even AI‑model plugins for specialized use cases. ServiceNow offers a persistent memory feature for users who authenticate with the ServiceNow portal, ensuring continuity across sessions. However, like many enterprise platforms, the Virtual Agent is designed for internal use or for customer portals that are already part of the ServiceNow ecosystem. Pricing for ServiceNow’s Virtual Agent is not publicly listed; it is typically bundled as part of the broader ServiceNow Suite and requires a custom quote based on the organization’s size and usage. The platform is known for its robust security and compliance features, making it popular among regulated industries. MSPs that already leverage ServiceNow for ITSM or are considering a unified platform may find the Virtual Agent to be a powerful addition, especially when combined with the platform’s workflow automation and analytics capabilities.

IBM Watson Assistant is a mature conversational AI platform that allows organizations to build and deploy chatbots across multiple channels, including web, mobile, and messaging apps. It offers a visual dialog builder where developers can create intents, entities, and dialog flows without extensive coding. Watson Assistant can be integrated with IBM Cloud services to access AI models, natural language processing, and data analytics. A notable feature is the ability to import knowledge bases from existing documents or knowledge repositories and link them to specific intents. Watson Assistant also supports context variables, allowing the bot to remember user preferences within a session, and offers a “Conversation Analytics” dashboard for monitoring performance. While Watson Assistant provides session‑based memory, persistent memory across sessions is only available through integration with IBM’s authentication services or custom database solutions. The platform does not include a dedicated dual knowledge base or a WYSIWYG editor for the chat widget; instead, developers use custom code or third‑party tools to style the chat interface. Watson Assistant’s pricing is tiered based on the number of conversations and the level of AI features. The Lite plan is free for up to 10,000 messages per month, the Standard plan starts at $140/month, and the Enterprise plan is available by custom quote. MSPs that need a highly configurable AI assistant with strong NLP capabilities and are comfortable with a developer‑friendly environment may find IBM Watson Assistant to be a solid choice, especially when combined with other IBM Cloud services.