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

ServiceNow Virtual Agent is a conversational AI built into the ServiceNow platform, designed to streamline IT service management and accelerate incident resolution. Leveraging ServiceNow’s robust knowledge base, the Virtual Agent can pull from structured knowledge articles, automating routine requests such as password resets, service requests, and FAQ queries. The platform also uses a knowledge graph‑like structure to link related knowledge items, enabling the bot to suggest relevant articles and next steps based on user intent. Integrated with the ServiceNow workflow engine, the Virtual Agent can trigger approvals, update incidents, and create new tickets, creating a seamless bridge between automated self‑service and human escalation. One of the platform’s standout features is its ability to learn from user interactions and automatically surface high‑value knowledge items. The AI can rank articles based on user engagement, ensuring that the most helpful content surfaces first. Additionally, ServiceNow offers a visual bot builder that allows administrators to define conversation flows, set up intents, and customize responses without deep technical knowledge. ServiceNow’s pricing is typically based on a subscription model tied to the broader ServiceNow platform, with licensing starting around $4,000 per user per year for the Virtual Agent add‑on, though exact costs vary by deployment scale and configuration.

Freshservice AI extends Freshservice’s IT service desk with conversational AI that can answer common user questions, resolve incidents, and guide troubleshooting steps. Built on Freshservice’s knowledge base, the AI can retrieve relevant articles and auto‑tag tickets based on the user’s query. It also supports a knowledge graph that connects related articles and solutions, allowing the bot to suggest the most appropriate resources. The AI is integrated directly into the Freshservice portal, providing a chat interface that can be embedded on a company’s intranet or external support site. Users can submit new tickets through the chat, and the AI can automatically create tickets with relevant metadata, reducing manual entry for support agents. Pricing for Freshservice AI is included in Freshservice’s 3‑tier plans: the Team plan ($25 per agent per month), the Enterprise plan ($75 per agent per month), and the Unlimited plan ($125 per agent per month). AI features are available on the Enterprise and Unlimited plans.

Zendesk AI augments the Zendesk support platform with natural language understanding and knowledge graph capabilities. The AI can interpret user queries, search the Zendesk Knowledge Base, and return the most relevant articles. By leveraging a knowledge graph that maps relationships between tickets, articles, and product categories, the bot can recommend related solutions and even suggest next steps based on user intent. Zendesk AI can be deployed as an in‑page chat widget or as part of the Zendesk Chat product, allowing agents to see AI suggestions directly in the conversation. The AI is trained on the organization’s own data, ensuring that it reflects the specific terminology and processes of each company. Zendesk offers a tiered pricing model: the Team plan starts at $19 per agent per month, the Professional plan at $49 per agent per month, and the Enterprise plan at $99 per agent per month. AI features are included in the Professional and Enterprise tiers.

Microsoft Dynamics 365 Virtual Agent is a conversational AI built into the Dynamics 365 suite, designed to handle customer service, HR, and IT support scenarios. The bot can answer FAQ questions, retrieve relevant knowledge base articles, and perform actions such as creating service requests or updating records. Dynamics 365 uses a knowledge graph that links articles, cases, and product data, enabling the bot to surface contextual information based on user intent. The Virtual Agent can be embedded on company websites or intranet portals via a lightweight script, and it supports integration with Power Automate for custom workflows. It also offers a visual bot builder that lets administrators define intents, triggers, and responses without coding. Pricing for Dynamics 365 Virtual Agent is part of the Dynamics 365 Customer Service plan, which starts at $50 per user per month for the Essentials tier and $70 per user per month for the Professional tier.

Salesforce Einstein Bots add conversational AI to the Salesforce Service Cloud, enabling companies to automate routine customer and IT support tasks. The bots can answer frequently asked questions, retrieve knowledge base articles, and create or update cases within Salesforce. Einstein Bots leverage a knowledge graph that connects articles, products, and case data, allowing the bot to provide contextual follow‑up based on user intent. The bot can be embedded on external websites or intranet pages using a small JavaScript snippet and can be configured through a visual builder that requires no programming. Einstein Bots also support integration with Salesforce Flow and Process Builder for custom logic and automation. Pricing for Einstein Bots is included in the Service Cloud Professional ($75 per user/month) and Enterprise ($150 per user/month) editions.

IBM Watson Assistant is a cloud‑based conversational AI platform that can be trained to answer domain‑specific questions and integrate with existing knowledge bases. The assistant can connect to Watson Discovery, which provides a knowledge graph layer that correlates documents, entities, and relationships, allowing the bot to surface nuanced answers. Watson Assistant can be embedded on websites, mobile apps, or chat services via a lightweight script. The platform offers a visual dialog builder, intent recognition, and entity extraction, making it possible to create sophisticated conversational flows without deep coding. Watson Assistant also supports integration with IBM Cloud Functions and other services for custom logic and data retrieval. IBM offers a pay‑as‑you‑go model starting at $0.0025 per conversation turn, with higher tiers and enterprise packages available for larger deployments.