7 Best Dual-Agent Systems for Internal IT Support

Workat is an AI‑powered IT support platform that focuses on automating repetitive service desk tasks. By leveraging a modular agentic workflow system, it can route user queries to the right internal team or knowledge source. Workat’s core strength lies in its ability to pull information from a variety of corporate knowledge repositories such as SharePoint, Confluence, and internal wikis, enabling context‑rich answers. The platform also provides location‑based responses, which is valuable for global teams that need region‑specific policies. Workat’s analytics dashboard offers insights into interaction trends, helping IT leaders fine‑tune support processes. While it does not feature a dual knowledge‑base or a WYSIWYG editor, its integration capabilities with existing ITSM tools give it a strong foothold in enterprises already invested in Microsoft or Atlassian ecosystems. Pricing is not publicly listed; prospective customers are encouraged to contact the sales team for a custom quote.

Microsoft Power Virtual Agents offers a robust, no‑code chatbot builder tightly integrated with the Microsoft Power Platform. IT teams can create conversational agents that automatically route tickets to Dynamics 365 or Azure Logic Apps, streamlining incident management. The platform supports dynamic prompt engineering via a visual flow designer, allowing users to define intents, entities, and branching logic without coding. Integration with Microsoft Teams makes it easy to embed the bot within the primary collaboration channel where employees already communicate. While Power Virtual Agents does not implement a dual knowledge‑base, it can pull data from SharePoint, OneDrive, and SQL databases, providing contextually relevant answers. The bot can also trigger automated workflows in Power Automate, such as creating a ticket or sending an email, which serves as a background assistant function. Pricing begins at $10 per user per month, with a free tier for up to 10,000 sessions per month. This makes it a cost‑effective option for organizations already invested in the Microsoft ecosystem.

ServiceNow Virtual Agent is a flagship solution for enterprise IT service management, embedding conversational AI directly into the ServiceNow platform. It allows IT teams to create chatbots that can resolve common incidents, fulfill requests, and guide users through self‑service workflows. The virtual agent leverages ServiceNow’s knowledge base, which includes structured articles, knowledge graphs, and AI‑generated responses, providing accurate information. Additionally, the platform supports background automation through Flow Designer, enabling the bot to trigger tickets, notify stakeholders, or run custom scripts. ServiceNow’s conversational UI can be embedded in ServiceNow Service Portal, Teams, or a dedicated mobile app. While it does not expose a WYSIWYG editor for external sites, it offers extensive customization via its low‑code interface. Pricing is available on a case‑by‑case basis and typically starts around $5,000 per year for a small deployment, scaling with the number of users and integrations.

Zendesk Answer Bot is an AI‑driven chatbot that complements Zendesk’s ticketing platform by providing instant, self‑service answers to common customer or employee queries. The bot uses machine learning to match incoming questions to Zendesk’s knowledge base articles and can suggest relevant content before a human agent steps in. It includes a simple setup wizard that allows admins to activate the bot with a few clicks, and it can be embedded on Zendesk’s Help Center or on a separate website via a JavaScript snippet. While it does not offer a dual knowledge‑base, it leverages Zendesk’s structured knowledge base and can trigger ticket creation or email notifications as a background assistant. Pricing is tiered: the Answer Bot is included with Zendesk Support Enterprise plans, which start at $199 per agent per month.

Freshchat, part of the Freshworks suite, offers a modern, conversational chatbot that can be integrated with Freshservice and other Freshworks products. It provides a visual bot builder that allows IT teams to create automated responses, collect basic user information, and route inquiries to the appropriate knowledge base articles. Freshchat can also trigger workflows in Freshservice, such as creating a ticket or sending a notification email, acting as a background assistant. The platform supports multi‑channel messaging, including web, mobile, and social media, and offers a simple embed code for website integration. However, Freshchat does not expose a dual knowledge‑base; it relies on a single knowledge base and a rule‑based engine for responses. Pricing is tiered: the free plan supports up to 10,000 messages per month, with the Standard plan at $15 per user per month and the Premium plan at $35 per user per month.

Intercom’s Help Desk chatbot is designed to provide instant, contextual answers to employee and customer queries. The bot can be trained on internal knowledge bases, FAQs, and product documentation, and it automatically escalates unresolved issues to human agents. Intercom offers a visual flow builder that allows IT teams to create branching conversations, collect user data, and trigger automated actions such as ticket creation or email notifications. The bot can be embedded on websites, mobile apps, or within the Intercom messenger. While Intercom does not provide a dual knowledge‑base, it does support knowledge article linking and contextual suggestions. Its pricing starts at $39 per month for the Essential plan, which includes limited bot functionality, with higher tiers offering advanced features and higher usage limits.