AI Support Agent
A customer-facing AI agent that resolves support requests end-to-end — not just suggesting a reply for a human agent to send, but autonomously answering, taking actions (refunds, order lookups), and escalating only what it can't handle.
This category sits one step beyond AI-assisted helpdesk features (auto-suggested replies, ticket routing): the agent is the front-line responder, resolving a defined set of ticket types without a human in the loop and handing off to a human only on defined escalation triggers. The key buyer questions are resolution rate on real ticket volume (not a demo), what actions the agent can actually take versus just answer questions, and how escalation to a human is triggered and handled. Vendors report resolution-rate figures differently enough that they aren't directly comparable without checking the underlying methodology.
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