7 Best Knowledge Graph AIs for IT Support Services (MSPs)

IBM Watson Assistant is a mature, enterprise‑grade chatbot platform that has been widely adopted by IT service teams for its powerful natural language understanding and integration with IBM’s extensive data services. Watson Assistant lets users build conversational models through a visual dialog builder, configure intents and entities, and connect to external knowledge sources via the Watson Discovery service. In the context of IT support, Watson’s ability to ingest structured logs, run queries against a knowledge graph in IBM Cloud Pak for Data, and surface context‑aware responses makes it a solid choice for MSPs that already operate within the IBM ecosystem. The platform also supports multi‑channel deployment, including web chat, Slack, and Microsoft Teams, allowing IT teams to surface the same knowledge base across collaboration tools. Watson Assistant is priced on a per‑message basis beyond a free tier. The Standard plan costs $0.002 per message, while the Premium tier, which includes advanced features such as custom language models, adds a $0.004 per message fee. For larger deployments, IBM offers custom enterprise agreements. While Watson Assistant delivers robust enterprise security and a proven track record, it requires a steeper learning curve and typically necessitates a developer to set up the integration with Watson Discovery and IBM Cloud Pak for Data.

Microsoft Power Virtual Agents offers a no‑code chatbot creation experience tightly integrated with the Microsoft Power Platform. It allows IT support teams to design conversational flows using a visual authoring canvas, define FAQs, and deploy bots to websites, Teams, and Dynamics 365. Power Virtual Agents’ strength lies in its seamless connection to Microsoft Dataverse, enabling the bot to retrieve structured data such as ticket numbers, asset inventories, and service level agreements. For MSPs that rely on Microsoft’s ecosystem, this integration provides instant access to real‑time IT asset data. The platform is available in two tiers: a free tier with 10,000 messages per month and a paid tier at $1,000 per month for unlimited messages, additional data connectors, and advanced analytics. It does not offer a dedicated knowledge‑graph engine but supports custom connectors that can feed structured data into the bot. Power Virtual Agents is ideal for MSPs already embedded in the Microsoft stack and looking for a quick, no‑code solution.

Ada Support is a chatbot platform aimed at customer service and IT help desks, providing a visual scripting interface that allows non‑technical staff to build and deploy bots across web, mobile, and messaging channels. Ada’s knowledge base is built from FAQs and structured data tables, and it can integrate with external APIs to pull in real‑time asset information. For IT support, Ada’s ability to route tickets to human agents and trigger internal workflows via webhooks is valuable. Ada offers a free starter plan with 2,000 messages per month and a paid plan at $159/month for 10,000 messages, including advanced analytics and AI training. It also has a higher tier for enterprise usage, priced on a custom basis. While Ada excels at quick deployment and user‑friendly scripting, it does not natively support a knowledge‑graph model, which limits its ability to infer complex relationships between assets.

Zendesk Answer Bot is an AI‑powered support assistant that works within the Zendesk Help Center ecosystem. It uses machine learning to surface relevant knowledge‑base articles based on user queries and can automatically close tickets when a satisfactory answer is found. For IT support teams, the integration with Zendesk’s ticketing system allows the bot to log interactions, update ticket status, and hand off to human agents when necessary. Pricing is tied to the Zendesk Suite: the Enterprise plan starts at $149/month per agent, which includes Answer Bot as part of the help center. There is no separate pricing for the bot itself. Answer Bot’s primary strength is its deep integration with Zendesk’s ticketing and knowledge‑base platform, but it lacks a dedicated graph‑based reasoning layer, limiting its ability to answer relational queries.

Drift is a conversational marketing platform that offers a chatbot capable of handling incoming inquiries and routing them to sales or support teams. While Drift primarily targets marketing and sales, its bot can be configured for IT support use cases such as pre‑screening issues and providing FAQ answers. Drift’s visual builder allows users to create flows, and it integrates with popular CRM and help desk tools via Zapier. Drift’s pricing starts at $400/month for the Essentials plan, which includes up to 10,000 chat messages and basic integrations. Advanced plans are priced on a custom basis. Drift’s strength lies in its real‑time engagement and marketing analytics, but its lack of a dedicated knowledge‑graph engine and limited support for complex IT queries make it less suitable for deep IT support scenarios.

Acobot’s Chatbot Studio is a no‑code chatbot builder that emphasizes quick deployment across website, mobile, and messaging platforms. It offers a visual editor, pre‑built templates, and the ability to connect to external APIs for dynamic data retrieval. For IT support, Acobot can pull in asset information or ticket status via REST API calls. Acobot’s pricing model includes a free tier with 1,000 messages per month and a Pro tier at $99/month for 10,000 messages, with higher volume plans available on request. While Acobot provides a straightforward development experience, it lacks a built‑in knowledge‑graph framework, which limits its ability to understand relationships between IT assets.