Best 7 Software Access Bots for Internal IT Support

ServiceNow Virtual Agent is a conversational AI built into the ServiceNow IT Service Management suite. It allows IT support teams to create guided conversations that walk users through troubleshooting steps, submit incidents, or request knowledge articles—all without leaving the ServiceNow platform. The Virtual Agent is tightly integrated with the ITSM data model, so it can pull real‑time incident status, knowledge base articles, and asset information directly into the chat. The platform offers a visual flow designer that uses a drag‑and‑drop interface to build conversation logic. Users can link to knowledge articles, embed service catalog items, and trigger automated workflow actions. Because it runs within ServiceNow, the bot can directly create or update tickets, schedule maintenance, and even invoke custom scripts. This integration eliminates the need for separate ticketing systems or third‑party APIs. ServiceNow Virtual Agent also supports multi‑channel delivery through chat widgets, Teams, and Slack, so users can engage via their preferred communication channel. The bot can be deployed on company intranets or public websites using a simple JavaScript snippet. Pricing for ServiceNow Virtual Agent is not publicly disclosed; it is typically bundled within the broader ServiceNow ITSM subscription and is available on a per‑user or per‑instance basis. Organizations already using ServiceNow can add the Virtual Agent module to extend their ITSM capabilities without additional licensing costs. Overall, ServiceNow Virtual Agent excels for enterprises that already own the ServiceNow ecosystem and need a tightly integrated, no‑code chatbot that can interact directly with their ticketing and knowledge base systems.

Microsoft Power Virtual Agents is a no‑code chatbot builder that sits on top of the Power Platform. It allows IT teams to create conversational experiences that can run on websites, Microsoft Teams, or the Power Virtual Agents web portal. The visual authoring canvas lets users add topics, questions, and decision trees using a simple drag‑and‑drop interface. Power Virtual Agents integrates with Microsoft Teams, allowing quick support for employees who already use Teams for collaboration. The bot can also call Power Automate flows, enabling it to create ServiceNow tickets, update Dynamics 365 records, or trigger custom APIs. Because it is part of the Power Platform, developers can extend the bot with Azure Functions or custom connectors for more advanced scenarios. The platform includes a built‑in knowledge base that can be populated with FAQs and documents. It also supports content from Microsoft Dataverse, so knowledge can be shared across multiple bots and applications. The AI uses the latest Azure Cognitive Services for natural language understanding, and it can be trained on custom intents and entities. Pricing is tiered by the number of sessions per month. The free tier offers 10,000 sessions, while the paid plans start at around $1,000/month for 1,000,000 sessions, with custom enterprise options available. Microsoft Power Virtual Agents is ideal for organizations that already use Microsoft 365, Teams, and Power Platform tools, offering a unified solution for brand‑consistent, no‑code bots that can interact with internal systems.

Zendesk Chat, now part of Zendesk Talk, is a live‑chat and AI chatbot solution designed to enhance customer support and internal help desks. It offers a simple JavaScript snippet that can be dropped onto any website, enabling real‑time chat with visitors. The platform’s AI assistant can answer frequently asked questions, guide users through knowledge base articles, and hand off to a live agent when needed. Zendesk Chat integrates tightly with Zendesk Support, so tickets can be automatically created from the chat. Users can also trigger Zendesk Guide articles, view ticket status, and request new tickets—all within the chat window. The AI assistant is built on a modular framework that allows teams to customize responses, add custom triggers, and set escalation paths. Pricing for Zendesk Chat starts with a free tier that includes basic chat features, and then scales to Standard ($20/month per user) and Premium ($40/month per user) plans. The Enterprise plan, which includes advanced AI and integrations, requires a custom quote. Zendesk Chat is well suited for organizations that already use Zendesk Support or Zendesk Guide, offering a single platform for ticketing, knowledge, and chat.

Freshdesk Freddy is the AI chatbot built into Freshdesk’s help desk platform. Freddy can guide users through troubleshooting steps, provide instant answers from the knowledge base, and even create or update tickets in Freshdesk. The bot is accessible through a small script that can be added to any website, and it can also be embedded within the Freshdesk portal. Freddy uses a conversational interface that is powered by Freshdesk’s AI engine. It can understand user intent, retrieve relevant articles from the knowledge base, and offer step‑by‑step solutions. If the issue is more complex, the bot can hand off the conversation to a human agent or create a ticket automatically. The platform also supports custom workflows, so Freddy can trigger SLA reminders, send follow‑up emails, or update ticket status. Pricing for Freshdesk starts with a free tier that includes basic ticketing and knowledge base features. The Standard plan is $15/month per agent, Professional $30/month per agent, and Enterprise $50/month per agent. Freddy is included with the Professional and higher plans. Freshdesk Freddy is ideal for small to mid‑size businesses that want an AI‑driven help desk solution that can be deployed quickly on their website or internal portal.

IBM Watson Assistant is a cloud‑based conversational AI platform that helps organizations build chatbots for websites, mobile apps, and messaging channels. The platform provides a visual dialog builder that allows users to create intents, entities, and dialog nodes without writing code. Watson Assistant can be integrated with IBM’s Knowledge Center to pull in curated content, and it also supports custom data sources via the Watson Discovery service. One of Watson Assistant’s key strengths is its ability to handle complex, multi‑turn conversations and to switch context seamlessly. It can be trained on custom data sets to understand domain‑specific language, and it offers built‑in analytics to track bot performance and user satisfaction. For internal IT support, Watson Assistant can be linked to ServiceNow, Jira, or other ticketing systems via API to create or update tickets directly from the chat. IBM offers a Lite plan that is free but limited to 10,000 messages per month, a Standard plan that starts at around $1200/month for 1,000,000 messages, and a Premium plan for larger enterprises. Custom pricing is available for high‑volume or highly customized deployments. IBM Watson Assistant is a strong choice for enterprises that need a mature, scalable AI platform with deep analytics and secure integration options.

Intercom Bots are part of Intercom’s broader customer messaging platform, which includes live chat, help center, and product tours. Intercom Bots can be configured to answer common questions, qualify leads, or guide users through a knowledge base. The bot is built around a drag‑and‑drop flow builder that allows non‑technical users to set up conversational paths. Intercom Bots can be embedded on websites, in the Intercom Messenger, or on mobile apps via the Intercom SDK. They can also trigger automation workflows, such as sending emails, creating tickets in Intercom’s help desk, or updating customer data in a CRM. The platform provides analytics dashboards that show engagement metrics, completion rates, and conversion funnels. Pricing starts at $87/month for the Starter plan, which includes basic chat and bots. The Pro plan at $135/month adds advanced automation, and the Enterprise plan is custom priced. Intercom Bots are ideal for organizations that already use Intercom for customer engagement and want a simple way to automate repetitive support queries.