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Agentforce Alternatives
Top Agentforce Alternatives & Competitors to Try in 2026
Summary: What You Will Learn
This guide reviews seven commonly evaluated alternatives to Salesforce Agentforce for customer service automation. Each platform takes a different approach to configuration, governance, pricing, and channel coverage.
You’ll find:
- Profiles of Fin by Intercom, Decagon, Forethought, ServiceNow, Microsoft Dynamics 365 Customer Service, Ada, and Zendesk AI
- The capabilities organizations often compare when evaluating Agentforce
- A comparison table outlining strengths and typical use cases
- General FAQs to support decision-making
Agentforce Alternatives Evaluation Criteria
Organizations evaluating Agentforce often explore tools that:
- Provide different pricing and forecasting models
- Offer varying levels of configurability for CX and operations teams
- Support a broader or different mix of channels and languages
- Integrate with multiple help desk or CRM environments
- Emphasize particular workflow, governance, or automation styles
Commonly evaluated alternatives include:
- Fin by Intercom
- Decagon
- Forethought
- ServiceNow Virtual Agent and Now Assist
- Microsoft Dynamics 365 Customer Service AI Agents
- Ada
- Zendesk AI
This list is not exhaustive, but represents platforms frequently mentioned in enterprise support evaluations.
What Agentforce is and Why Teams Explore Alternatives
Agentforce is Salesforce’s platform for building generative and autonomous agents across functions such as service, sales, and marketing.
For customer service, Agentforce Service Agent uses Salesforce’s existing data, objects, flows, and the Einstein Trust Layer to help automate support tasks.
Key characteristics include:
- Integration with Salesforce data models, flows, and knowledge
- Configuration through topics, instructions, and actions that define agent behavior
- Support for digital channels within the Salesforce ecosystem
- A usage-based Flex Credits pricing model tied to actions and consumption within the Salesforce ecosystem.
Organizations explore alternatives when they:
- Need outcome-based or more predictable pricing structures
- Want to operate AI agents across multiple help desks or CRM systems
- Require broader channel coverage, including SMS or regional messaging platforms
- Need multi-language capabilities that align with global operations
- Want faster configuration cycles or reduced dependency on Salesforce-specific setup
- Favor a vendor-neutral AI approach rather than centralizing AI strategy on a single CRM
The sections below outline how leading alternatives are typically evaluated next to Agentforce.
Top Agentforce Alternatives
| Platform | Core Strength | Key Channels | Notable Capabilities | Typical Use Cases |
|---|---|---|---|---|
| 1. Fin by Intercom | Integrates with existing help desks including Salesforce and Zendesk | Chat, email, voice, SMS, web; some messaging | Accurate, retrieval-grounded answers with native deployment in Salesforce | Teams prioritizing automation across multiple support channels |
| 2. Decagon | Structured digital agent behavior | Email, chat, social | Multi-message reasoning, AOPs, vendor-guided configuration | Organizations wanting strong procedural control in digital channels |
| 3. Forethought | AI enhancement layer for existing help desks | Ticketing and messaging via help desk systems | Multi-agent system for triage, routing, assist, and auto-resolution | Teams improving an established help desk rather than replacing it |
| 4. ServiceNow Virtual Agent and Now Assist | Workflow-driven service automation | Web, portal, chat; some voice integrations | Conversational workflows across IT, HR, and customer service | Enterprises standardizing service operations on ServiceNow’s platform |
| 5. Microsoft Dynamics 365 Customer Service AI Agents | AI capabilities embedded in Microsoft’s CRM stack | Voice, chat, digital | AI agents, Copilot assistance, Microsoft ecosystem integrations | Organizations invested in Microsoft 365, Azure, or Dynamics |
| 6. Ada | No-code digital self-service | Chat and messaging | Templates, integrations, rapid deployment | Fast-scaling teams prioritizing digital channels and quick iteration |
| 7. Zendesk AI | AI features native to Zendesk’s support suite | Email, chat, messaging, web, social | Bots, triage, and assist functionality embedded within Zendesk | Zendesk customers extending their support operations with native AI |
1. Fin by Intercom
Top Features
Fin is Intercom’s AI agent designed to help automate customer service tasks across multiple digital channels.
Commonly referenced capabilities include:
- An outcome-based pricing model where organizations generally pay per resolved conversation, with usage controls available.
- The ability to operate across several channels including live chat, email, voice, SMS, and select social or messaging platforms, depending on configuration and integrations.
- Support for many languages to serve global and regional audiences.
- No-code tools for configuring workflows, instructions, tone, and data connections.
- Native to Intercom, with standalone deployment in Salesforce Service Cloud via Fin for Salesforce, and integrations with other help desks such as Zendesk.
- Workflow and task capabilities that enable Fin to follow structured logic, reference external systems, and hand off to human agents when required.
Why it's Often Evaluated as an Agentforce Competitor
Fin is commonly evaluated alongside Agentforce when organizations:
- Prefer an outcome-based pricing model that may be easier to forecast than usage-based credit systems for some teams
- Prefer AI tools that can sit on top of various help desk or CRM environments
- Need broad channel coverage or multilingual support
- Want configuration options that CX and operations teams can manage directly
Comparisons generally focus on workflow differences, pricing models, channel and language scope, and how each platform fits within an existing support architecture.
2. Decagon
Top Features
Decagon is an AI agent platform centered on digital customer service.
Its key characteristics often include:
- Multi-message reasoning for email, chat, and social conversations
- Structured behavior defined by Agent Operating Procedures (AOPs)
- Governance and vendor-supported configuration for complex workflows
- Focus on digital channels, with voice emerging as a developing area
Why it's Often Evaluated as an Agentforce Competitor
Organizations consider Decagon when they:
- Want tightly defined procedural logic for automated conversations
- Prefer a digital-first AI agent approach
- Value vendor-led support during setup and iteration
Comparisons with Agentforce generally focus on workflow structure, governance styles, and digital-channel depth.
3. Forethought
Top Features
Forethought provides AI capabilities that layer on top of existing help desks.
Common capabilities include:
- AI capabilities that support triage, routing, agent assistance, and some automated resolution
- Integration with major help desks to keep existing agent workflows intact
- Semantic search across internal knowledge sources
- Autoflow capabilities for automating certain intent categories
- Reporting and optimization tools to improve accuracy and efficiency
Why It Is Often Evaluated as an Agentforce Competitor
Organizations evaluate Forethought when they:
- Want to enhance an existing ticketing system without changing their core platform
- Prefer a modular AI layer focused on triage, classification, and assistance
- Aim to gradually increase automation rather than deploy a full autonomous agent system
Comparisons with Agentforce usually relate to deployment speed, integration patterns, and how each platform fits with existing infrastructure.
4. ServiceNow Virtual Agent and Now Assist
Top Features
ServiceNow’s Virtual Agent and Now Assist provide conversational and generative AI functionality within the broader ServiceNow platform.
Capabilities generally include:
- Virtual Agent for handling common digital inquiries across web and portal experiences
- Generative assistance to summarize work history, suggest responses, or surface knowledge
- Deep integration with ServiceNow workflows in IT, HR, and customer service
- Governance, security, and analytics features consistent with ServiceNow’s enterprise platform positioning.
Why It Is Often Evaluated as an Agentforce Competitor
ServiceNow is considered by enterprises that:
- Already rely heavily on ServiceNow for ITSM, HR, and operations
- Want AI aligned with their broader workflow orchestration environment
- Prefer to centralize service delivery on a single platform
Comparisons with Agentforce often hinge on which system, Salesforce or ServiceNow, serves as the organization’s primary system of record.
5. Microsoft Dynamics 365 Customer Service AI Agents
Top Features
Microsoft Dynamics 365 Customer Service includes AI agent and Copilot capabilities designed to support service operations.
These typically include:
- AI agents that assist with intent discovery, case handling, and information retrieval
- Copilot features that help agents draft responses, summarize context, or locate knowledge
- Integration with Microsoft 365, Azure, and Power Platform services
- Options for building custom workflows or agents through Copilot Studio
Why It Is Often Evaluated as an Agentforce Competitor
Organizations often consider Dynamics 365 Customer Service when they:
- Are already heavily invested in Microsoft systems
- Want AI embedded within their existing Microsoft ecosystem
- Prefer to keep service operations aligned with broader Microsoft infrastructure
Comparisons usually center on data models, extensibility, licensing considerations, and workflow capabilities across both ecosystems.
6. Ada
Top Features
Ada is a no-code platform for digital customer service automation.
Commonly referenced capabilities include:
- A visual builder that allows teams to configure conversational flows
- Prebuilt templates for frequently asked questions or ecommerce scenarios
- Integrations with CRMs, ecommerce systems, and help desks
- Support for multiple languages across digital channels
Why It Is Often Evaluated as an Agentforce Competitor
Ada is frequently considered when organizations:
- Want a tool that many non-technical teams can configure quickly
- Have digital-first support operations
- Are looking to deploy automation with minimal setup overhead
Comparisons with Agentforce typically relate to ease of setup, scope of digital channels, and operational ownership.
7. Zendesk AI
Top Features
Zendesk AI extends the Zendesk support suite with automation and intelligence.
Capabilities often include:
- Bots for web and messaging channels that help with common inquiries
- Automated intent classification and routing
- Agent assist features that suggest responses or surface relevant content
- Reporting and analytics within the Zendesk environment
Why It Is Often Evaluated as an Agentforce Competitor
Zendesk AI is relevant for organizations that:
- Use Zendesk as their primary help desk
- Prefer to add AI within an existing operational suite
- Want to enhance triage and automation without changing platforms
Comparisons with Agentforce generally focus on ecosystem fit, depth of automation, and the effort required to adopt or expand each platform.
Frequently Asked Questions
What should organizations consider first when comparing Agentforce with alternatives?
Start by determining your primary system of record for customer service, the channels you need to support, and who will own ongoing configuration. From there, compare pricing models, setup requirements, governance needs, and long-term scalability.
Which tools tend to be fastest to implement?
Platforms with strong no-code builders or native integrations within existing help desks tend to be faster to implement for common use cases.
How important is the pricing model when selecting an AI agent?
Pricing affects forecasting and adoption. Outcome-based models may be easier for some teams to budget, while usage-based credit systems may offer more granular control depending on the organization’s goals.
Do AI agents require ongoing tuning?
Most AI systems benefit from ongoing refinement of knowledge, workflows, and policies. Organizations should plan for periodic testing and optimization.
When should voice capabilities influence the decision?
Voice becomes an important consideration when call volume is significant or when modernizing a voice-centric contact center. In those cases, evaluate latency, telephony integrations, channel consistency, and the platform’s ability to support voice-specific workflows.