TASK Customer service
Answer customer questions and hand off cases
Many enquiries can be answered from the same knowledge base. A service agent can prepare a reply and hand unresolved cases to the team with context.
Agents to start with
AgentforceFor service workflows using existing Salesforce data and approvals.
SierraFor service across chat, voice, email and WhatsApp with connections to your own systems.
DecagonFor defined handoffs and escalation rules in a connected ticketing system.
Examples for this task
Sample task to adapt
Handle a customer request.
Handle this customer request using the approved knowledge sources. Prepare a sourced response and hand unclear cases to the service team. Check permissions before taking actions in customer systems.
Documented use cases
- Connect service enquiries and appointments Vendor case study
- Handle meter readings and instalments in a conversation Vendor case study
How to approach it
Handle customer needs using approved knowledge and clear handoffs.
- Define knowledge, customer channels and permitted actions
- Check responses and handoffs using test requests
- Trace quality and completed actions
What to check
Check facts, privacy, action permissions and human handoffs.
Choose the service channels and check which customer data the agent may use.
All candidates in the catalogue
- 15agents in the catalogue
- 3self-hostable
- 3can start without a base fee
- 0documented as available in Europe
Agent builders 9
Agentforce
Enterprise agent platform
Configure agents and actions on the Salesforce platform for business processes.
With requirements
IBM watsonx Orchestrate
Agent platform
Enterprise platform for building and managing agents and business workflows.
Self-hostableWith requirements
Langflow
Builder for agents and workflows
Visual builder for assembling AI agents and workflows by drag and drop and serving them as an API or MCP server.
Self-hostableAvailability still unclear
Botpress
Platform for conversational agents
Cloud platform for AI agents in customer conversations: in Studio or with the TypeScript ADK you build agents that call tools across several steps and can hand over to people.
Free to startWith requirements
Gemini Enterprise
Agent platform for businesses in editions
Paid agent platform from Google for businesses: search across company data, assistant, Agent Gallery and Workflow Builder in several editions.
Partly restricted
HubSpot Agent Hub
Agent workspace in a CRM platform
Agents in HubSpot for customer service, sales, marketing and data. Agent Hub brings together prebuilt and custom agents that work in the CRM and are billed through credits.
With requirements
SAP Joule Agents
Agents for SAP business processes, with builder and governance
Prebuilt and custom AI agents from SAP that run multistep business processes across SAP and other systems and are coordinated by Joule Assistants.
With requirements
ServiceNow AI Agents
Agents and orchestration on an enterprise platform
AI agents on the ServiceNow AI Platform that work in teams through an orchestrator and agentic workflows to run tasks in IT, customer service and HR.
Availability still unclear
UiPath Agents
Agent capability of an automation platform
Agent capability of the UiPath platform: with Agent Builder in Studio you build agents with prompts, tools, context and human escalations and run them through Orchestrator.
Self-hostableFree to startWith requirements
Specialist agents 6
Webex AI Agent / Dialog
Customer service platform with announced agent orchestration
Platform for voice and digital customer service agents. The existing AI Agent Studio supports autonomous and scripted agents; Dialog was announced on October 7, 2026 as a new orchestration layer. Dialog beta is planned for Q1 2027.
With requirements
Sierra
Enterprise platform for customer service agents
Platform for customer service agents across chat, voice, email and WhatsApp. Agent Studio, Ghostwriter and Explorer support building, testing and improvement.
With requirements
Decagon
Enterprise platform for customer service agents
Platform for customer service agents across chat, voice and email. Agent Operating Procedures structure workflows; Duet assists with development and improvement.
With requirements
Fin
AI agent for customer service
AI agent for customer service that handles conversations across channels, takes actions in other systems and hands over to people.
With requirements
Lime Connect
Customer communication platform with AI agents
Customer communication platform from Cologne, formerly Userlike, with AI agents that act in connected systems through API actions, MCP and workflows.
Free to startWith requirements
moinAI
AI chatbot for customer communication with configured actions
AI chatbot platform from Hamburg for customer service, marketing and sales, with AI agents that fetch data through webhooks and hand over to people.
Availability still unclear
The full list is grouped by tool category. Classification is based on provider sources. Hands-on tests are still pending.