Top 7 Internal Support Bots for Internal IT Support

Microsoft Teams Power Virtual Agents is a low‑code chatbot platform that sits directly inside the Microsoft Teams environment, making it a natural fit for organizations already using Microsoft 365. The bot can answer routine IT queries, guide users through password resets, and log tickets in Azure DevOps or ServiceNow for further action. Power Virtual Agents leverages Microsoft’s AI stack, offering natural language understanding and easy integration with Power Automate for workflow automation. The platform provides a guided authoring canvas where non‑technical users can create topics, questions, and responses through a conversational flow editor. It also supports persona creation, allowing IT teams to define multiple agent personalities for different support contexts. The built‑in analytics give insights into conversation volumes, common issues, and agent performance. While Power Virtual Agents excels at seamless Teams integration and low‑code design, it lacks a dedicated knowledge graph and its memory model is session‑based for anonymous users. Pricing starts at $10 per user per month.

ServiceNow Virtual Agent is built to streamline IT service management (ITSM) by automating routine service requests and incident handling. It integrates tightly with the ServiceNow platform, enabling the bot to create, update, and resolve tickets directly from chat. The virtual agent uses natural language processing to understand user intent and can guide users through troubleshooting steps or collect required information before ticket creation. Key strengths include its deep integration with existing ServiceNow workflows, the ability to surface knowledge articles from the Knowledge Base, and the capacity to trigger complex flowcharts and approvals. The bot can also be embedded on intranet sites or portals, providing a consistent support experience across channels. However, ServiceNow Virtual Agent’s user interface for building conversational flows is less intuitive for non‑technical staff, and it is primarily designed for environments already using ServiceNow. Pricing is not publicly disclosed; organizations need to contact ServiceNow for a custom quote.

Zendesk Chat (formerly Zopim) is a widely used live‑chat platform that includes an AI‑powered chatbot feature designed to handle common customer and internal support questions. The bot can answer FAQs, provide links to knowledge articles, and pass on more complex requests to human agents. Zendesk Chat integrates with the Zendesk Support ticketing system, allowing seamless handoff of conversations into the ticketing workflow. Key features include a script editor for building automated flows, the ability to set up triggers and automations, and real‑time analytics that track chat volume and user satisfaction. The platform also offers a WYSIWYG widget editor for customizing the appearance of the chat window to match corporate branding. While Zendesk Chat is robust for inbound support, its AI capabilities are basic compared to newer generative models, and it lacks a dedicated knowledge graph. Pricing tiers start at $15 per seat/month for the Chat Starter plan.

Freshchat, part of the Freshworks suite, is a modern messaging platform that offers AI‑powered bots to automate support conversations. Freshchat’s bot can handle common IT support requests, integrate with Freshservice for ticketing, and provide knowledge base references. The platform supports multi‑channel engagement, allowing chats from web, mobile, and social media. The bot framework provides a visual builder that lets users drag and drop blocks to create conversational flows. It also offers pre‑built templates for common use cases and can be customized via JSON for advanced scenarios. Freshchat includes analytics, sentiment analysis, and can be integrated with external CRMs through webhooks. Pricing tiers start at $15 per user/month for the Growth plan, with a Pro plan at $30 per user/month. While Freshchat is feature‑rich, the AI responses are rule‑based and may not handle highly complex queries without human intervention.

Intercom is a customer messaging platform that offers a chatbot builder for automating routine support tasks. The bot can answer FAQs, retrieve knowledge base articles, and route more complex issues to human agents. Intercom’s chat widget is highly customizable, and the platform supports a visual flow editor that lets users create branching conversations without coding. Intercom’s strengths include its deep integration with its own CRM, the ability to target messages based on user attributes, and robust analytics. The AI component, powered by a proprietary model, can contextually respond to user queries and update user records in real time. However, Intercom’s pricing is relatively high, and the AI bot is less advanced than newer generative‑AI solutions. It also lacks a dedicated knowledge graph and relies on static knowledge base articles.

Ada is an AI‑driven chatbot platform that focuses on automating customer support across web, mobile, and messaging apps. Its no‑code interface allows users to create conversational flows through a visual editor, and Ada’s natural language understanding is powered by a custom machine‑learning model that can handle complex queries. Ada excels in multilingual support, providing instant translations for over 20 languages, and offers robust analytics and integration with popular CRMs like Salesforce and HubSpot via webhooks. The platform also supports automated ticket creation and can be embedded on intranet portals. Pricing is not publicly listed; typically, Ada offers custom quotes starting at around $1,500 per year for small teams. While Ada provides powerful AI, the lack of a dedicated knowledge graph and limited customization of the underlying model can be challenges for highly specialized IT support scenarios.