Top 7 LLM-Powered AI Chatbots for Internal IT Support

ServiceNow’s Virtual Agent is a cornerstone of the platform’s IT Service Management suite. Built on a robust LLM foundation, it integrates seamlessly with ServiceNow’s incident, problem, and change management modules. The bot can triage tickets, suggest knowledge base articles, and even automate routine updates directly within the ServiceNow instance. Its conversational UI is highly configurable, allowing IT teams to pre‑define intents and responses that match internal processes. The platform benefits from deep integration with ServiceNow’s vast ecosystem, including AI‑driven recommendations, predictive analytics, and data governance features. Virtual Agent can access employee data, device inventories, and configuration items, enabling contextually rich interactions. Additionally, the platform supports multi‑channel delivery—web widgets, Microsoft Teams, and Slack—making it versatile for distributed teams. ServiceNow’s pricing is typically part of the broader ITSM suite and is tailored to enterprise contracts. While the exact cost varies, it generally starts at several thousand dollars per month for the full ITSM suite, with Virtual Agent bundled as part of the package. For organizations already invested in ServiceNow, the Virtual Agent presents a powerful, integrated solution that reduces ticket volume and speeds resolution times.

Freddy, the AI chatbot from Freshworks, is part of the Freshservice ITSM suite. It leverages LLMs to answer common IT questions, log incidents, and guide users through self‑service workflows. Freddy is designed to be lightweight and can be embedded into Freshservice portals or deployed as a web widget. The bot uses the Freshservice knowledge base to provide accurate answers and can suggest relevant articles or troubleshooting steps. Freddy’s primary strength lies in its tight coupling with Freshservice’s ticketing engine. When users report an issue, Freddy can automatically create a ticket, assign it based on SLA and priority, and keep the user updated on progress. It also supports integration with Freshchat, allowing a unified communication experience across channels. Pricing for Freshservice starts at $19 per agent per month, with Freddy included in the base tier. This makes it an attractive option for small to medium businesses looking for an affordable, all‑in‑one ITSM and chatbot solution. However, Freddy’s customization options are limited compared to dedicated chatbot platforms, and it relies heavily on the Freshservice ecosystem for full functionality.

Microsoft Dynamics 365 Virtual Agent for Customer Service is a conversational AI solution that can be repurposed for internal IT support. It runs on Azure AI and can be embedded in Microsoft Teams, SharePoint, or a custom web widget. The bot can answer policy questions, process request forms, and route tickets to the appropriate IT service desk. One of its key benefits is deep integration with Microsoft’s ecosystem. The bot can read data from SharePoint lists, Microsoft Forms, and Dynamics 365 Customer Service records, providing contextually relevant responses. Users can also trigger automated workflows in Power Automate, allowing the bot to handle repetitive tasks such as resetting passwords or provisioning new devices. Pricing is part of the Dynamics 365 Customer Service plan, which starts around $50 per user/month. The Virtual Agent add‑on is included in this tier, making it a cost‑effective option for organizations already invested in Microsoft 365 and Dynamics. However, the bot’s customization is mostly limited to Power Virtual Agents, which may require learning Power Platform tools.

IBM Watson Assistant is a mature platform for building AI chatbots that can be deployed across web, mobile, and messaging channels. For internal IT support, Watson Assistant can be connected to IBM’s Knowledge Studio, allowing IT teams to ingest troubleshooting guides, policy documents, and FAQ content. The bot can ask follow‑up questions, provide step‑by‑step solutions, and even trigger ITSM tickets in systems like Jira Service Management or ServiceNow via webhook integrations. Watson Assistant offers a visual dialog builder that lets users design conversational flows without coding. It also provides dialog analytics, allowing teams to monitor performance and continuously improve the bot. Security features such as role‑based access control and data encryption are built‑in, meeting enterprise compliance requirements. Pricing is tiered: a Lite plan starts at $0/month with limited usage, while the Enterprise plan can cost several thousand dollars per month based on message volume and feature set. For organizations looking for a flexible, enterprise‑grade chatbot, Watson Assistant presents a robust option, though the learning curve can be steep for non‑technical users.

Salesforce Einstein Bots are natively integrated into the Salesforce platform, enabling IT teams to offer instant support through web chat, mobile, and messaging apps. The bots can read data from Salesforce records, knowledge base articles, and custom objects to provide personalized answers. For internal IT, Einstein Bots can be configured to log incidents in Service Cloud or trigger custom Apex workflows. The platform offers a low‑code interface for building conversational flows, with pre‑built templates and drag‑and‑drop components. Einstein Bots also support context persistence across sessions and can be extended with custom APIs. Analytics are provided through Einstein Analytics, giving teams insights into bot usage and SLA compliance. Pricing is included with the Salesforce Service Cloud Enterprise license, which starts around $75 per user/month. Additional costs may apply for advanced features or higher usage. Einstein Bots are ideal for organizations already using Salesforce for customer or IT service management, but they may lack the flexibility of standalone chatbot platforms for non‑Salesforce environments.

Intercom Assistant is a conversational AI tool built into the Intercom platform. Primarily designed for customer engagement, it can be repurposed to handle routine IT support queries. The assistant can answer FAQs, guide users through troubleshooting steps, and create tickets in Intercom’s help center or integrate with external ITSM tools via webhooks. Intercom Assistant uses a mix of rule‑based logic and machine learning to generate responses. It offers a visual builder for custom flows, and its integration with Intercom’s knowledge base allows the bot to surface relevant articles. For internal IT, the assistant can be embedded in an intranet portal or a dedicated support site, providing a consistent brand experience. Intercom’s pricing starts at $39 per month for the Essentials plan, which includes basic chatbot capabilities. Advanced plans ($79/month and above) unlock more AI features and higher message limits. Intercom is well‑suited for small to medium teams that need a quick deployment, but it lacks deep integration with enterprise ITSM systems compared to dedicated solutions.