AI Index / AI customer support agents / History

AI customer support agents — AI Recommendation History

What AI assistants recommended for ai customer support agents, date by date. Every ranking we publish is frozen the day it publishes, so this is a record of what was said — not a re-computation of what today's data would say about the past.

Record: 26 dated snapshots · Aug 14, 2026 – Sep 8, 2026

Answer archive Methodology Data studies JSON

What changed

Computed by comparing each dated snapshot with the one before it. Share moves smaller than 1pp are treated as noise and left out — the same threshold that suppresses trend arrows on the ranking.

Sep 8, 2026vs Sep 7, 2026

▲Ada +2.6pp (33.9% → 36.5%)
▲Agentforce +1.8pp (26.8% → 28.6%)
▼Shopify -1.7pp (44.6% → 42.9%)
▲Salesforce +1.6pp (28.6% → 30.2%)
▲Freshdesk +1pp (48.2% → 49.2%)

Sep 7, 2026vs Sep 6, 2026

▲ INSalesforce entered the top 10 (#12 → #8)
▼ OUTBotpress left the top 10 (#10 → #11)
▲Salesforce moved #12 → #8
▼Agentforce moved #8 → #9
▼Freddy AI moved #9 → #10
▼Botpress moved #10 → #11
▲Salesforce +7.2pp (21.4% → 28.6%)
▲Fin +7.1pp (50% → 57.1%)
▲Gorgias +7.1pp (39.3% → 46.4%)
▲Intercom +5.4pp (60.7% → 66.1%)
▲Shopify +5.3pp (39.3% → 44.6%)
▲Zendesk +3.5pp (67.9% → 71.4%)
▲Freshdesk +1.8pp (46.4% → 48.2%)
▼Ada -1.8pp (35.7% → 33.9%)
▲Agentforce +1.8pp (25% → 26.8%)
▲Freddy AI +1.8pp (25% → 26.8%)
▼Botpress -1.8pp (25% → 23.2%)

Sep 6, 2026vs Sep 5, 2026

Methodology change: extraction rules 5-7 → 7 between these dates. Differences below may reflect the rule change rather than a change in what AI recommends — see the methodology changelog.

▲ INFreddy AI entered the top 10 (#11 → #9)
▼ OUTMake left the top 10 (#8 → #11)
▼Make moved #8 → #11
▲Freshdesk moved #6 → #4
▲Freddy AI moved #11 → #9
▼Gorgias moved #4 → #5
▼Shopify moved #5 → #6
▲Agentforce moved #9 → #8
▲Freshdesk +9.3pp (37.1% → 46.4%)
▲Freddy AI +5pp (20% → 25%)
▲Fin +4.3pp (45.7% → 50%)
▲Ada +4.3pp (31.4% → 35.7%)
▼Make -4.3pp (25.7% → 21.4%)
▼Gorgias -3.6pp (42.9% → 39.3%)
▲Agentforce +2.1pp (22.9% → 25%)
▲Botpress +2.1pp (22.9% → 25%)

Sep 5, 2026vs Sep 4, 2026

Methodology change: extraction rules 4-7 → 5-7 between these dates. Differences below may reflect the rule change rather than a change in what AI recommends — see the methodology changelog.

▲ INMake entered the top 10 (#11 → #8)
▼ OUTFreddy AI left the top 10 (#9 → #11)
▲Make moved #11 → #8
▼Freddy AI moved #9 → #11
▲Shopify moved #6 → #5
▼Freshdesk moved #5 → #6
▼Agentforce moved #8 → #9
▼Fin -6.7pp (52.4% → 45.7%)
▼Freshdesk -5.8pp (42.9% → 37.1%)
▼Intercom -4.3pp (64.3% → 60%)
▼Ada -4.3pp (35.7% → 31.4%)
▲Make +4.3pp (21.4% → 25.7%)
▼Freddy AI -3.8pp (23.8% → 20%)
▼Zendesk -2.8pp (71.4% → 68.6%)
▲Shopify +1.9pp (38.1% → 40%)

Sep 4, 2026vs Sep 3, 2026

▲ INAgentforce entered the top 10 (#11 → #8)
▼ OUTSalesforce left the top 10 (#8 → #12)
▼Salesforce moved #8 → #12
▲Agentforce moved #11 → #8
▼Salesforce -5.4pp (26.8% → 21.4%)
▼Gorgias -5.3pp (48.2% → 42.9%)
▼Freshdesk -3.5pp (46.4% → 42.9%)
▼Shopify -3pp (41.1% → 38.1%)
▼Freddy AI -3pp (26.8% → 23.8%)
▼Botpress -3pp (26.8% → 23.8%)
▼Zendesk -1.8pp (73.2% → 71.4%)

Sep 3, 2026vs Sep 2, 2026

No change above the noise floor.

Sep 2, 2026vs Sep 1, 2026

No change above the noise floor.

Sep 1, 2026vs Aug 31, 2026

No change above the noise floor.

Aug 31, 2026vs Aug 30, 2026

No change above the noise floor.

Aug 30, 2026vs Aug 29, 2026

▲ INBotpress entered the top 10 (#11 → #10)
▼ OUTAgentforce left the top 10 (#9 → #11)
▼Agentforce moved #9 → #11
▲Freddy AI moved #10 → #9
▲Botpress moved #11 → #10
▼Zendesk -4.4pp (77.6% → 73.2%)
▼Agentforce -3.3pp (26.5% → 23.2%)
▼Gorgias -2.8pp (51% → 48.2%)
▼Salesforce -1.8pp (28.6% → 26.8%)
▼Fin -1.3pp (53.1% → 51.8%)
▼Intercom -1pp (65.3% → 64.3%)
▼Ada -1pp (36.7% → 35.7%)

Aug 29, 2026vs Aug 28, 2026

Methodology change: extraction rules 4-5 → 4-7 between these dates. Differences below may reflect the rule change rather than a change in what AI recommends — see the methodology changelog.

▲ INAgentforce entered the top 10 (#13 → #9)
▼ OUTBotpress left the top 10 (#10 → #11)
▲Agentforce moved #13 → #9
▲Fin moved #4 → #3
▼Gorgias moved #3 → #4
▼Freddy AI moved #9 → #10
▼Botpress moved #10 → #11
▼Gorgias -6.1pp (57.1% → 51%)
▲Agentforce +5.1pp (21.4% → 26.5%)
▼Salesforce -3.5pp (32.1% → 28.6%)
▼Intercom -2.6pp (67.9% → 65.3%)
▼Shopify -2.1pp (42.9% → 40.8%)
▼Freddy AI -2.1pp (28.6% → 26.5%)
▼Botpress -2.1pp (28.6% → 26.5%)
▼Zendesk -1pp (78.6% → 77.6%)
▲Ada +1pp (35.7% → 36.7%)

Aug 28, 2026vs Aug 27, 2026

No change above the noise floor.

Aug 27, 2026vs Aug 26, 2026

▲Salesforce moved #9 → #8
▼Freddy AI moved #8 → #9
▼Freshdesk -8.4pp (54.8% → 46.4%)
▼Ada -7.2pp (42.9% → 35.7%)
▼Shopify -4.7pp (47.6% → 42.9%)
▼Freddy AI -4.7pp (33.3% → 28.6%)
▼Botpress -4.7pp (33.3% → 28.6%)
▼Intercom -3.5pp (71.4% → 67.9%)
▼Fin -3.5pp (57.1% → 53.6%)
▼Zendesk -2.4pp (81% → 78.6%)
▼Gorgias -2.4pp (59.5% → 57.1%)
▼Salesforce -1.2pp (33.3% → 32.1%)

Aug 26, 2026vs Aug 25, 2026

No change above the noise floor.

Aug 25, 2026vs Aug 24, 2026

No change above the noise floor.

Aug 24, 2026vs Aug 23, 2026

No change above the noise floor.

Aug 23, 2026vs Aug 22, 2026

▲Fin moved #5 → #4
▼Freshdesk moved #4 → #5
▼Freshdesk -4.1pp (58.9% → 54.8%)
▲Zendesk +2.4pp (78.6% → 81%)
▼Freddy AI -2.4pp (35.7% → 33.3%)
▼Salesforce -2.4pp (35.7% → 33.3%)
▼Intercom -1.8pp (73.2% → 71.4%)
▲Fin +1.7pp (55.4% → 57.1%)
▲Shopify +1.2pp (46.4% → 47.6%)
▲Botpress +1.2pp (32.1% → 33.3%)

Aug 22, 2026vs Aug 21, 2026

▲Gorgias moved #4 → #3
▼Freshdesk moved #3 → #4
▲Zendesk +2.4pp (76.2% → 78.6%)
▲Intercom +1.8pp (71.4% → 73.2%)
▲Gorgias +1.8pp (57.1% → 58.9%)

Aug 21, 2026vs Aug 20, 2026

▲Shopify moved #7 → #6
▼Ada moved #6 → #7
▼Ada -5.7pp (48.6% → 42.9%)
▼Intercom -2.9pp (74.3% → 71.4%)
▼Freshdesk -2.7pp (61.4% → 58.7%)
▼Zendesk -2.4pp (78.6% → 76.2%)
▲Botpress +1.7pp (30% → 31.7%)
▼Gorgias -1.5pp (58.6% → 57.1%)
▼Shopify -1.1pp (47.1% → 46%)

Aug 20, 2026vs Aug 19, 2026

No change above the noise floor.

Aug 19, 2026vs Aug 18, 2026

▲ INBotpress entered the top 10 (#11 → #10)
▼ OUTTidio AI left the top 10 (#10 → #13)
▼Tidio AI moved #10 → #13
▼Fin moved #3 → #5
▲Freshdesk moved #4 → #3
▲Gorgias moved #5 → #4
▲Freddy AI moved #9 → #8
▼Salesforce moved #8 → #9
▲Botpress moved #11 → #10
▲Gorgias +3.7pp (54.9% → 58.6%)
▼Fin -3.6pp (59.3% → 55.7%)
▼Tidio AI -2.9pp (28.6% → 25.7%)
▼Salesforce -2.8pp (38.5% → 35.7%)
▲Freshdesk +2.1pp (59.3% → 61.4%)
▲Freddy AI +1.6pp (34.1% → 35.7%)
▲Botpress +1.4pp (28.6% → 30%)

Aug 18, 2026vs Aug 17, 2026

No change above the noise floor.

Aug 17, 2026vs Aug 16, 2026

No change above the noise floor.

Aug 16, 2026vs Aug 15, 2026

No change above the noise floor.

Aug 15, 2026vs Aug 14, 2026

No change above the noise floor.

The ranking, date by date

Top 10 on each archived date, exactly as published. Cite a date and it stays true: snapshots are append-only, and a correction appends a new revision rather than overwriting the original.

Sep 8, 202663 sampled answers · window 2026-08-11 – 2026-09-08 · rules v7

#1Zendesk71.4%
#2Intercom66.7%
#3Fin57.1%
#4Freshdesk49.2%
#5Gorgias46%
#6Shopify42.9%
#7Ada36.5%
#8Salesforce30.2%
#9Agentforce28.6%
#10Freddy AI27%

Sep 7, 202656 sampled answers · window 2026-08-10 – 2026-09-07 · rules v7

#1Zendesk71.4%
#2Intercom66.1%
#3Fin57.1%
#4Freshdesk48.2%
#5Gorgias46.4%
#6Shopify44.6%
#7Ada33.9%
#8Salesforce28.6%
#9Agentforce26.8%
#10Freddy AI26.8%

Sep 6, 202628 sampled answers · window 2026-08-09 – 2026-09-06 · rules v7

#1Zendesk67.9%
#2Intercom60.7%
#3Fin50%
#4Freshdesk46.4%
#5Gorgias39.3%
#6Shopify39.3%
#7Ada35.7%
#8Agentforce25%
#9Freddy AI25%
#10Botpress25%

Sep 5, 202635 sampled answers · window 2026-08-08 – 2026-09-05 · rules v5-7

#1Zendesk68.6%
#2Intercom60%
#3Fin45.7%
#4Gorgias42.9%
#5Shopify40%
#6Freshdesk37.1%
#7Ada31.4%
#8Make25.7%
#9Agentforce22.9%
#10Botpress22.9%

Sep 4, 202642 sampled answers · window 2026-08-07 – 2026-09-04 · rules v4-7

#1Zendesk71.4%
#2Intercom64.3%
#3Fin52.4%
#4Gorgias42.9%
#5Freshdesk42.9%
#6Shopify38.1%
#7Ada35.7%
#8Agentforce23.8%
#9Freddy AI23.8%
#10Botpress23.8%

Sep 3, 202656 sampled answers · window 2026-08-06 – 2026-09-03 · rules v4-7

#1Zendesk73.2%
#2Intercom64.3%
#3Fin51.8%
#4Gorgias48.2%
#5Freshdesk46.4%
#6Shopify41.1%
#7Ada35.7%
#8Salesforce26.8%
#9Freddy AI26.8%
#10Botpress26.8%

Sep 2, 202656 sampled answers · window 2026-08-05 – 2026-09-02 · rules v4-7

#1Zendesk73.2%
#2Intercom64.3%
#3Fin51.8%
#4Gorgias48.2%
#5Freshdesk46.4%
#6Shopify41.1%
#7Ada35.7%
#8Salesforce26.8%
#9Freddy AI26.8%
#10Botpress26.8%

Sep 1, 202656 sampled answers · window 2026-08-04 – 2026-09-01 · rules v4-7

#1Zendesk73.2%
#2Intercom64.3%
#3Fin51.8%
#4Gorgias48.2%
#5Freshdesk46.4%
#6Shopify41.1%
#7Ada35.7%
#8Salesforce26.8%
#9Freddy AI26.8%
#10Botpress26.8%

Aug 31, 202656 sampled answers · window 2026-08-03 – 2026-08-31 · rules v4-7

#1Zendesk73.2%
#2Intercom64.3%
#3Fin51.8%
#4Gorgias48.2%
#5Freshdesk46.4%
#6Shopify41.1%
#7Ada35.7%
#8Salesforce26.8%
#9Freddy AI26.8%
#10Botpress26.8%

Aug 30, 202656 sampled answers · window 2026-08-02 – 2026-08-30 · rules v4-7

#1Zendesk73.2%
#2Intercom64.3%
#3Fin51.8%
#4Gorgias48.2%
#5Freshdesk46.4%
#6Shopify41.1%
#7Ada35.7%
#8Salesforce26.8%
#9Freddy AI26.8%
#10Botpress26.8%

Aug 29, 202649 sampled answers · window 2026-08-01 – 2026-08-29 · rules v4-7

#1Zendesk77.6%
#2Intercom65.3%
#3Fin53.1%
#4Gorgias51%
#5Freshdesk46.9%
#6Shopify40.8%
#7Ada36.7%
#8Salesforce28.6%
#9Agentforce26.5%
#10Freddy AI26.5%

Aug 28, 202628 sampled answers · window 2026-07-31 – 2026-08-28 · rules v4-5

#1Zendesk78.6%
#2Intercom67.9%
#3Gorgias57.1%
#4Fin53.6%
#5Freshdesk46.4%
#6Shopify42.9%
#7Ada35.7%
#8Salesforce32.1%
#9Freddy AI28.6%
#10Botpress28.6%

Aug 27, 202628 sampled answers · window 2026-07-30 – 2026-08-27 · rules v4-5

#1Zendesk78.6%
#2Intercom67.9%
#3Gorgias57.1%
#4Fin53.6%
#5Freshdesk46.4%
#6Shopify42.9%
#7Ada35.7%
#8Salesforce32.1%
#9Freddy AI28.6%
#10Botpress28.6%

Aug 26, 202642 sampled answers · window 2026-07-29 – 2026-08-26 · rules v4-5

#1Zendesk81%
#2Intercom71.4%
#3Gorgias59.5%
#4Fin57.1%
#5Freshdesk54.8%
#6Shopify47.6%
#7Ada42.9%
#8Freddy AI33.3%
#9Salesforce33.3%
#10Botpress33.3%

Aug 25, 202642 sampled answers · window 2026-07-28 – 2026-08-25 · rules v4-5

#1Zendesk81%
#2Intercom71.4%
#3Gorgias59.5%
#4Fin57.1%
#5Freshdesk54.8%
#6Shopify47.6%
#7Ada42.9%
#8Freddy AI33.3%
#9Salesforce33.3%
#10Botpress33.3%

Aug 24, 202642 sampled answers · window 2026-07-27 – 2026-08-24 · rules v4-5

#1Zendesk81%
#2Intercom71.4%
#3Gorgias59.5%
#4Fin57.1%
#5Freshdesk54.8%
#6Shopify47.6%
#7Ada42.9%
#8Freddy AI33.3%
#9Salesforce33.3%
#10Botpress33.3%

Aug 23, 202642 sampled answers · window 2026-07-26 – 2026-08-23 · rules v4-5

#1Zendesk81%
#2Intercom71.4%
#3Gorgias59.5%
#4Fin57.1%
#5Freshdesk54.8%
#6Shopify47.6%
#7Ada42.9%
#8Freddy AI33.3%
#9Salesforce33.3%
#10Botpress33.3%

Aug 22, 202656 sampled answers · window 2026-07-25 – 2026-08-22 · rules v4-5

#1Zendesk78.6%
#2Intercom73.2%
#3Gorgias58.9%
#4Freshdesk58.9%
#5Fin55.4%
#6Shopify46.4%
#7Ada42.9%
#8Freddy AI35.7%
#9Salesforce35.7%
#10Botpress32.1%

Aug 21, 202663 sampled answers · window 2026-07-24 – 2026-08-21 · rules v4-5

#1Zendesk76.2%
#2Intercom71.4%
#3Freshdesk58.7%
#4Gorgias57.1%
#5Fin55.6%
#6Shopify46%
#7Ada42.9%
#8Freddy AI36.5%
#9Salesforce36.5%
#10Botpress31.7%

Aug 20, 202670 sampled answers · window 2026-07-23 – 2026-08-20 · rules v4-5

#1Zendesk78.6%
#2Intercom74.3%
#3Freshdesk61.4%
#4Gorgias58.6%
#5Fin55.7%
#6Ada48.6%
#7Shopify47.1%
#8Freddy AI35.7%
#9Salesforce35.7%
#10Botpress30%

Aug 19, 202670 sampled answers · window 2026-07-22 – 2026-08-19 · rules v4-5

#1Zendesk78.6%
#2Intercom74.3%
#3Freshdesk61.4%
#4Gorgias58.6%
#5Fin55.7%
#6Ada48.6%
#7Shopify47.1%
#8Freddy AI35.7%
#9Salesforce35.7%
#10Botpress30%

Aug 18, 202691 sampled answers · window 2026-07-21 – 2026-08-18 · rules v4-5

#1Zendesk78%
#2Intercom74.7%
#3Fin59.3%
#4Freshdesk59.3%
#5Gorgias54.9%
#6Ada48.4%
#7Shopify47.3%
#8Salesforce38.5%
#9Freddy AI34.1%
#10Tidio AI28.6%

Aug 17, 202691 sampled answers · window 2026-07-20 – 2026-08-17 · rules v4-5

#1Zendesk78%
#2Intercom74.7%
#3Fin59.3%
#4Freshdesk59.3%
#5Gorgias54.9%
#6Ada48.4%
#7Shopify47.3%
#8Salesforce38.5%
#9Freddy AI34.1%
#10Tidio AI28.6%

Aug 16, 202691 sampled answers · window 2026-07-19 – 2026-08-16 · rules v4-5

#1Zendesk78%
#2Intercom74.7%
#3Fin59.3%
#4Freshdesk59.3%
#5Gorgias54.9%
#6Ada48.4%
#7Shopify47.3%
#8Salesforce38.5%
#9Freddy AI34.1%
#10Tidio AI28.6%

Aug 15, 202691 sampled answers · window 2026-07-18 – 2026-08-15 · rules v4-5

#1Zendesk78%
#2Intercom74.7%
#3Fin59.3%
#4Freshdesk59.3%
#5Gorgias54.9%
#6Ada48.4%
#7Shopify47.3%
#8Salesforce38.5%
#9Freddy AI34.1%
#10Tidio AI28.6%

Aug 14, 202691 sampled answers · window 2026-07-17 – 2026-08-14 · rules v4-5

#1Zendesk78%
#2Intercom74.7%
#3Fin59.3%
#4Freshdesk59.3%
#5Gorgias54.9%
#6Ada48.4%
#7Shopify47.3%
#8Salesforce38.5%
#9Freddy AI34.1%
#10Tidio AI28.6%

Read any date directly

Every archived date is machine-readable at /api/index/ai-customer-support-agents/as-of/<YYYY-MM-DD>, which returns the ranking as it stood, with the extraction version and revision it was published under. Dates before the record begins return no_record rather than a recomputation — we do not reconstruct history on demand and present it as what we said. See what the engines actually said.

[ORBATOR]