AI has reshaped B2B customer support, but not all “AI support” platforms are created equal.

For modern SaaS and financial services companies, the best solutions go far beyond basic chatbots. They combine three critical capabilities:

1. Agent assist / copilots – helping human agents resolve issues faster and more accurately
2. Customer self-service – enabling customers to resolve issues on their own, across channels
3. Proactive self-service – identifying issues early and engaging customers before tickets are created

This guide covers the top 10 AI-based B2B customer support platforms in North America, designed for mid-size and enterprise organizations, with a focus on technology and financial services.

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1. Worknet — AI Customer Support Across Slack, Salesforce, Zendesk, and HubSpot

Best for: Organizations where support spans multiple systems and teams

Worknet is a multi-agent AI platform designed to operate across the modern support stack rather than replacing it. Instead of forcing all workflows into a single helpdesk or chatbot, Worknet connects Slack, Salesforce, Zendesk, HubSpot, Jira, and internal tools into one coordinated support experience.

Agent Assist / Copilot

• AI copilots embedded directly inside CRM and support tools
• Summarizes cases, surfaces relevant Slack threads and past tickets
• Routes issues to the right expert, not just the next available agent
• Learns from how humans resolve issues and continuously improves automation

Customer Self-Service

• In-app and website AI chat that resolves real support requests
• Uses uncurated knowledge such as solved tickets, Slack conversations, and internal systems
• Handles data-backed use cases like billing, provisioning, and account questions

Proactive Self-Service

• Proactively engages customers based on product usage, CRM signals, or risk indicators
• Nudges users before problems escalate
• Can trigger actions across systems (create tickets, notify teams, update records)

Why it stands out:
Worknet treats customer support as a cross-functional workflow, not just a ticket queue. It’s ideal for complex B2B environments where knowledge lives across teams and tools.

2. Zendesk — Enterprise Helpdesk with Embedded AI

Best for: Helpdesk-first enterprises with high ticket volume

Zendesk remains one of the most widely adopted customer support platforms, with AI deeply embedded throughout its ticketing workflows.

Agent Assist / Copilot

• AI-suggested replies and macros
• Ticket summaries and sentiment detection
• Workflow automation to reduce handling time

Customer Self-Service

• AI-powered bots and help centers
• Strong omnichannel coverage (email, chat, messaging)

Proactive Self-Service

• SLA risk detection and routing automation
• Operational insights to identify recurring issues

3. Salesforce Service Cloud — CRM-Native AI Support

Best for: Salesforce-centric organizations

Salesforce Service Cloud integrates AI directly into the CRM, making it a strong option when Salesforce is the system of record.

Agent Assist / Copilot

• AI-generated case summaries and response drafts
• Context-aware recommendations based on account data

Customer Self-Service

• AI bots and autonomous service agents
• Deep integration with CRM objects and entitlements

Proactive Self-Service

• Triggered outreach based on lifecycle events
• Alignment with Sales and Customer Success workflows

4. Microsoft Dynamics 365 Customer Service — Copilot for Enterprise Support

Best for: Microsoft-first enterprises

Dynamics 365 Customer Service brings AI copilots into the Microsoft ecosystem.

Agent Assist / Copilot

• Drafted responses for chat and email
• Conversation and case summaries

Customer Self-Service

• AI bots built using Microsoft tooling
• Integration with Dynamics data models

Proactive Self-Service

• Intelligent routing and escalation prediction
• Automation via Power Platform

5. Intercom — Conversational AI for SaaS Support

Best for: Product-led SaaS companies

Intercom focuses on conversational support and in-product engagement.

Agent Assist / Copilot

• AI-assisted replies and conversation insights
• Agent handoff with full context

Customer Self-Service

• Fin AI Agent resolves a large portion of inbound support
• Strong performance for chat-based workflows

Proactive Self-Service

• In-app messaging and behavior-based campaigns
• Onboarding and adoption nudges

6. Freshdesk (Freshworks) — Practical AI for Mid-Market Teams

Best for: Growing support teams seeking fast time-to-value

Freshdesk combines traditional ticketing with pragmatic AI enhancements.

Agent Assist / Copilot

• Ticket summaries and reply suggestions
• Duplicate detection and prioritization

Customer Self-Service

• AI chatbots and knowledge base integration
• Multichannel self-service options

Proactive Self-Service

• Automation rules and predictive insights
• Capacity and trend forecasting

7. Ada — AI-First Customer Self-Service

Best for: Organizations focused on ticket deflection

Ada is built specifically for AI-driven self-service at enterprise scale.

Agent Assist / Copilot

• Limited agent tooling; focus is autonomous resolution
• Smooth human handoff when needed

Customer Self-Service

• AI agents resolving a majority of inbound questions
• Multilingual, omnichannel coverage

Proactive Self-Service

• Behavior-triggered outreach
• Identification of content gaps and repetitive issues

8. Forethought — AI Copilot Inside Your Helpdesk

Best for: Improving agent productivity without replacing systems

Forethought embeds AI directly inside existing support tools.

Agent Assist / Copilot

• Real-time guidance inside Zendesk and Salesforce
• Step-by-step response recommendations

Customer Self-Service

• Indirect impact through better knowledge coverage
• Identifies missing or weak answers

Proactive Self-Service

• Trend analysis to prevent repeat issues
• Operational insights for content creation

9. Decagon — AI Agents for Customer Support Automation

Best for: High-growth teams replacing Tier-1 support

Decagon is an AI-native platform designed to automate large portions of customer support.

Agent Assist / Copilot

• AI resolves issues end-to-end
• Humans supervise edge cases and exceptions

Customer Self-Service

• Autonomous AI agents handling real workflows
• Deep integration with internal systems and APIs

Proactive Self-Service

• Issue detection based on product and operational signals
• Designed to significantly reduce inbound tickets

10. Sierra — Enterprise AI Customer Experience Platform

Best for: Enterprises redesigning CX around AI agents

Sierra focuses on building AI-driven customer experiences with strong governance.

Agent Assist / Copilot

• AI agents collaborate with human teams
• Enterprise controls and reliability

Customer Self-Service

• Autonomous AI agents across channels
• Personalized, context-aware interactions

Proactive Self-Service

• Predictive engagement using customer data
• Designed for large-scale enterprise deployments

How to Choose the Right AI Customer Support Platform

When evaluating AI customer support solutions, focus on:

• Where your support work actually happens (CRM, helpdesk, Slack, product)
• Depth of agent assist, not just chatbot deflection
• Proactive capabilities, not only reactive support
• Ability to take actions, not just answer questions
• Security, governance, and human-in-the-loop controls

Final Thoughts

AI customer support is no longer about replacing agents with bots.

The most effective platforms combine:

• AI agents
• Human experts
• Proactive engagement
• Deep integration across systems

Among the platforms listed, Worknet stands out by treating customer support as a cross-system, cross-team workflow, making it especially well-suited for complex B2B environments.

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