Top 7 Internal Support Bots for IT Support Services (MSPs)

ServiceNow Virtual Agent is a cornerstone of the ServiceNow IT Service Management (ITSM) suite, providing a conversational AI layer that automates routine support tasks directly within the ServiceNow platform. Built on ServiceNow’s low‑code environment, the Virtual Agent lets administrators create dialog flows using a simple drag‑and‑drop interface, which can then be deployed across ServiceNow portals, mobile apps, and external websites. The bot can intake incident tickets, perform password resets, and guide users through knowledge articles—all while pulling data from the same ServiceNow database that powers the rest of the ITSM workflow. One of the platform’s strongest points is its tight integration with ServiceNow’s extensive knowledge management system. The Virtual Agent can surface relevant knowledge articles in real time, and it can also create new incidents or change requests based on user input. Because the bot operates within the same security and workflow boundaries as the rest of the platform, it respects role‑based access controls and audit logs, which is critical for regulated environments. ServiceNow also offers a “Virtual Agent Designer” module that allows for scripting and natural language processing (NLP) enhancements. Users can import custom language models or use pre‑built intents for common IT requests, making the bot highly adaptable to an organization’s specific terminology. However, ServiceNow’s Virtual Agent is not a standalone chatbot; it is deeply embedded in a broader ITSM ecosystem that can be costly and requires significant IT infrastructure to host and manage. The learning curve for new users can be steep, and the platform’s pricing is typically negotiated on a case‑by‑case basis for enterprise customers.

Zendesk Chat (now part of Zendesk Support) is a popular live‑chat solution that blends real‑time conversation with AI‑powered answer suggestions. The platform offers a customizable chat widget that can be embedded on any website or intranet, and it integrates seamlessly with Zendesk’s ticketing system, enabling agents to convert chats into support tickets on the fly. Zendesk Chat’s AI engine provides instant, context‑aware responses to common queries, reducing the need for human intervention. Key to Zendesk Chat’s appeal is its omnichannel capabilities. The same bot can run on websites, mobile apps, and social media platforms, ensuring consistent support across touchpoints. Users can also set up predefined chat triggers based on user behavior—such as time on page or a button click—to proactively offer assistance. While the platform is highly user‑friendly, it does have limitations. The AI suggestions are primarily rule‑based and may not handle highly technical IT support scenarios as robustly as specialized ITSM bots. Moreover, the long‑term memory feature is not available; each session is stateless, which can lead to repetitive interactions when users return. Pricing starts at $19 per month for the basic chat plan, with higher tiers offering advanced AI, custom branding, and additional integrations. Zendesk’s bundled plans include full support for ticketing, knowledge base, and chat, making it a convenient one‑stop solution for many MSPs.

Freshchat, part of the Freshworks suite, is a modern, AI‑enabled chat platform that allows MSPs to provide instant support across web, mobile, and messaging apps. The platform offers a lightweight chat widget that can be embedded on any site, along with a visual bot builder that lets users create conversational flows without coding. Freshchat’s AI engine can answer frequently asked questions, hand off to human agents, and even trigger workflows such as ticket creation in Freshdesk. Freshchat’s strength lies in its integration with the wider Freshworks ecosystem. When paired with Freshdesk, the bot can automatically create support tickets, update ticket status, and pull relevant knowledge articles. It also supports multi‑channel messaging, letting users chat via WhatsApp, Facebook Messenger, and other platforms. The platform is well‑suited for MSPs that need a flexible, scalable chat solution with built‑in AI. However, the AI capabilities are primarily rule‑based and may not handle highly technical or niche IT queries without significant customization. Additionally, long‑term memory is not available in the standard widget, meaning users cannot pick up where they left off in a new session. Freshchat pricing starts at $15 per monthly active user for the essential plan, with upgrades available for advanced AI, branding, and channel support. The cost‑effective pricing makes it attractive for small to mid‑size MSPs.

Intercom is a customer messaging platform that offers a sophisticated chatbot engine capable of handling a wide range of support tasks. The bot can be embedded on any website or mobile app and can guide users through self‑service, capture leads, or pass conversations to human agents. Intercom’s visual flow builder allows marketers and support teams to create complex, multi‑step conversations without code. Intercom’s AI features include predictive typing, automated responses, and the ability to surface relevant knowledge articles from an integrated knowledge base. The platform also supports outbound messaging, allowing MSPs to proactively reach out to users with product updates or support tips. Intercom’s analytics suite tracks engagement, conversion, and user satisfaction metrics. While Intercom is highly versatile, it is more oriented toward customer engagement than pure IT support. The bot’s AI is largely rule‑based; advanced natural language understanding is limited unless combined with third‑party integrations. Additionally, Intercom does not provide persistent memory for anonymous visitors; each session is stateless. Pricing for Intercom starts at $39/month for the essential plan, which includes basic chat and bot features. Higher tiers add advanced automation, custom branding, and multi‑channel messaging. The platform’s robust ecosystem makes it a compelling choice for MSPs that need a unified engagement and support solution.

Ada is a no‑code AI chatbot platform that specializes in building multilingual, highly customizable chat experiences for enterprises. The platform offers a drag‑and‑drop interface that enables support teams to create conversational flows, integrate with backend systems, and deploy bots across web, mobile, and messaging channels. Ada’s AI engine uses a proprietary language model trained on the user’s own data, which allows it to answer complex IT questions with a high degree of accuracy. Ada’s strengths include its multilingual support, enabling MSPs to serve users in multiple languages without separate bots. The platform also provides robust analytics, user segmentation, and the ability to trigger external webhooks for workflow automation. Ada’s integration capabilities cover popular ticketing systems such as Zendesk, ServiceNow, and Freshdesk, allowing the bot to create or update tickets automatically. Despite its powerful features, Ada’s pricing is opaque and typically requires a custom quote. The platform also lacks a built‑in knowledge base; support teams must rely on external sources or upload content manually. Additionally, persistent memory is only available to users who have authenticated accounts, similar to other platforms. Ada is best suited for large enterprises that need a scalable, multilingual chatbot with deep integration capabilities, especially when combined with a robust ticketing system.

Helpshift is a mobile‑first AI chatbot platform that focuses on self‑service and knowledge management for customer support. The platform offers a lightweight chat widget that can be embedded on websites and mobile apps, and a visual builder that enables support teams to create conversational flows without coding. Helpshift’s AI engine can answer common questions, guide users through troubleshooting steps, and automatically create or update support tickets. Helpshift’s core advantage is its strong emphasis on mobile user experience. The chat interface is designed for small screens, and the platform provides analytics on mobile engagement metrics. The bot can also surface knowledge base articles and support documents, allowing users to resolve issues independently. However, Helpshift’s AI is largely rule‑based, and it does not offer long‑term memory for anonymous visitors—each session is stateless. The platform’s pricing structure is not publicly listed; it typically requires a custom quote based on the number of active users and the extent of integration. Helpshift is ideal for MSPs that serve mobile‑centric customers and need a self‑service solution that can be quickly deployed on web and mobile channels.