How we make this list: we compare pricing pages, product documentation and public user reviews. Ratings come from G2, Capterra or Trustpilot, with the date we checked them.
Best AI agent assist software for support teams at a glance
Cresta is the top pick for large voice contact centers that need real-time guidance, coaching, and summaries in one enterprise platform. Zendesk Agent Copilot is the best alternative for teams already on Zendesk, because its assist layer sits inside the helpdesk agents use every day.
- Agent assist helps a human agent during a live conversation, while an autonomous AI agent tries to resolve the contact without a human.
- Most enterprise assist tools are quote-only, so budget for a sales process and a minimum seat count.
- Zendesk Copilot is the clearest priced assist add-on here, at 50 dollars per agent per month on top of a Suite plan.
- Voice-heavy teams should shortlist Cresta, Balto, and Observe.AI first, while helpdesk teams should start with Zendesk.
What is AI agent assist software, and how does it help a human support agent?
AI agent assist software listens to a live support conversation and gives the human agent useful help while the customer is still on the line. It can suggest a reply, pull a knowledge article, flag a compliance step, draft a summary, and prompt the next action. The agent stays in control, and the customer still talks to a person. The value shows up in faster handling, more consistent answers, and fewer missed steps.
How is agent assist different from an autonomous AI agent?
Agent assist and an autonomous AI agent solve different problems. Agent assist supports a human agent in real time, and the human makes the final decision, sends the reply, and owns the outcome. An autonomous AI agent talks to the customer directly, tries to resolve the request on its own, and only passes the contact to a human when it cannot finish the task. This guide covers agent assist only, and it does not recommend Intercom Fin, Ada, Decagon, Sierra, or Salesforce Agentforce as standalone picks, because those products are built mainly to resolve contacts without a human.
A standalone assist tool is the right choice when your team runs a large voice operation, works under strict compliance rules, or uses a phone system that needs a layer on top. Cresta, Balto, and Observe.AI fit that pattern, because they sit across common contact center platforms. A platform add-on is the right choice when your team already lives in one system and wants assist inside that workflow. Talkdesk Copilot, Five9 Agent Assist, Genesys Cloud Agent Copilot, NICE Enlighten Copilot, and Zendesk Agent Copilot fit that pattern. Several enterprise assist tools need 50 or 100 seats, annual contracts, and weeks of setup, so small teams should be careful.
How much does AI agent assist software cost?
AI agent assist software costs from about 50 dollars per agent per month for a priced add-on to six-figure annual contracts for enterprise standalone platforms. Zendesk Copilot costs 50 dollars per agent per month, billed annually, on top of a Suite plan, so the assist cost is clear and easy to model. Most other tools in this guide do not publish an assist price. Cresta lists Agent Assist at 150,000 dollars for 12 months on AWS Marketplace, for up to 100,000 calls or 125,000 chats. Observe.AI lists a single module at 828 dollars per agent for 12 months on AWS Marketplace, which is about 69 dollars per agent per month. Balto is quote-only, and third-party reports put it near 100 to 200 dollars per agent per month. Platform seats add more cost, because Talkdesk starts at 85 dollars per user per month, Five9 starts at 119 dollars per concurrent seat per month, Genesys Cloud starts at 75 dollars per user per month, and NICE CXone starts at 71 dollars per agent per month for digital only.
A worked example makes the gap clear. Take a 50 agent team on Zendesk Suite Professional at 115 dollars per agent per month, billed annually, plus Copilot at 50 dollars per agent per month. The seat cost is 5,750 dollars per month, the Copilot cost is 2,500 dollars per month, and the combined total is 8,250 dollars per month, or 99,000 dollars per year before taxes, telephony, and resolution charges. The same 50 agent team on Cresta Agent Assist for voice would pay 150,000 dollars for 12 months for up to 100,000 assisted calls, plus the phone platform underneath it.
What should you check during a trial or pilot before you sign?
You should check live accuracy, agent effort, and supervisor value before you sign, because a demo rarely shows the hard parts. Run a pilot on real calls, with your own scripts, policies, and knowledge base, and measure handle time, first contact resolution, and summary accuracy. Ask agents whether the suggestions arrive in time to use them, and whether the prompts distract them during difficult calls. Confirm data retention, redaction, access controls, and compliance support.
The 8 best AI agent assist software for support teams
| Tool | Best for | Starting price | Free plan |
| Cresta | Large voice contact centers | Quote; 150,000 dollars per year on AWS Marketplace | No |
| Balto | Compliance-heavy voice teams | Quote; third-party reported 100 to 200 dollars per agent per month | No |
| Observe.AI | QA-first teams adding real-time help | Quote; 69 dollars per agent per month on AWS Marketplace | No |
| Talkdesk Copilot | Talkdesk teams | 85 dollars per user per month | 14-day trial |
| Five9 Agent Assist | Large Five9 contact centers | 119 dollars per concurrent seat per month | No |
| Genesys Cloud Agent Copilot | Genesys Cloud enterprise teams | 75 dollars per user per month for CX 1 | No |
| NICE Enlighten Copilot | Large regulated CXone centers | 71 dollars per agent per month for Digital Agent | No |
| Zendesk Agent Copilot | Zendesk helpdesk teams | 55 dollars per agent per month, plus 50 dollars Copilot add-on | 14-day trial |
We picked tools that assist human agents in real time, with live guidance, knowledge suggestions, summaries, or coaching, and we excluded tools sold mainly as autonomous agents. We checked vendor homepages on 11 November 2026, and all eight sites loaded. Where a vendor publishes a price, we state the vendor figure. Where it does not, we state quote and give the clearest third-party reported figure, labeled as such. No hands-on trial is claimed. Cogito and Verint were considered and not listed separately, because Cogito is now sold inside Verint, and Verint is quote-only with no separate published assist price.
Last verified: 11 November 2026.
Quick comparison
| Tool | Best for | Starting price | Free plan |
|---|
 Cresta | Large voice contact centers that need real-time guidance, coaching, and quality scoring in one platform | Quote; 150,000 dollars for 12 months for Agent Assist on AWS Marketplace, for up to 100,000 calls or 125,000 chats | No free plan; demo only |
 Balto | Compliance-heavy voice teams that need live checklists, prompts, and QA scoring on every call | Quote; third-party reported 100 to 200 dollars per agent per month | No free plan; demo only |
 Observe.AI | QA-first teams that want to add real-time guidance on top of full conversation scoring | Quote; 69 dollars per agent per month for Real-Time AI on AWS Marketplace, third-party reported | No free plan; demo only |
 Talkdesk Copilot | Mid-market and enterprise teams already on Talkdesk that want assist inside the agent workspace | 85 dollars per user per month for Digital Essentials; Voice Essentials is 105 dollars per user per month | 14-day trial for Talkdesk Express, with Copilot access in that trial path |
 Five9 Agent Assist | Large Five9 contact centers that want summaries, transcripts, and knowledge help built into the platform | 119 dollars per concurrent seat per month for Digital; Core is 159 dollars per concurrent seat per month | No free plan; demo and quote only |
 Genesys Cloud Agent Copilot | Enterprise Genesys Cloud teams that want Agent Copilot, predictive routing, and journey tools in one suite | 75 dollars per user per month for CX 1; Agent Copilot is in CX 4 at 240 dollars per user per month | No free plan; demo and quote only |
 NICE Enlighten Copilot | Large regulated contact centers on NICE CXone that need AI copilots, quality, and workforce tools together | 71 dollars per agent per month for Digital Agent; Omnichannel Suite is 110 dollars per agent per month | No free plan; demo and quote only |
 Zendesk Agent Copilot | Zendesk helpdesk teams that want a priced copilot add-on without changing platforms | 55 dollars per agent per month for Suite Team, billed annually; Copilot add-on is 50 dollars per agent per month | 14-day trial; no permanent free plan |
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The 8 best AI agent assist software for support teams
#1Cresta
Best for: Large voice contact centers that need real-time guidance, coaching, and quality scoring in one platform4.3/5 on
G2 (46 reviews, checked Oct 2026)
Visit cresta.com
Starting priceQuote; 150,000 dollars for 12 months for Agent Assist on AWS Marketplace, for up to 100,000 calls or 125,000 chats
Free planNo free plan; demo only
Cresta is built for large contact centers where live guidance has to work at scale. During a call, it surfaces knowledge, suggests next steps, flags behavior gaps, and drafts summaries that reduce after-call work. The trade-off is cost, because Cresta does not publish a standard plan, and the AWS figure is a large annual commitment with overage at 1.50 dollars per call and 1.20 dollars per chat.
What we like- Strong real-time guidance and coaching, scores every conversation, works across major contact center platforms
Watch out for- Enterprise pricing and seat minimums put it out of reach for small teams, and voice and chat are priced as separate line items
#2Balto
Best for: Compliance-heavy voice teams that need live checklists, prompts, and QA scoring on every call4.8/5 on
G2 (596 reviews, checked Oct 2026)
Visit balto.ai
Starting priceQuote; third-party reported 100 to 200 dollars per agent per month
Free planNo free plan; demo only
Balto listens to live calls and pushes checklists, objection responses, and compliance prompts to the agent screen while the customer is still talking. That design suits teams where a missed disclosure or a skipped step creates real risk. The main drawback is the buying process, because Balto does not publish pricing, and third-party reports put the range at 100 to 200 dollars per agent per month.
What we like- Live checklists and dynamic prompts keep agents on script, strong compliance alerts, fast QA scoring and summaries after each call
Watch out for- No published price makes budgeting slow, and implementation can take about 45 days, or 60 days if a new integration is needed
#3Observe.AI
Best for: QA-first teams that want to add real-time guidance on top of full conversation scoring4.6/5 on
G2 (266 reviews, checked Oct 2026)
Visit observe.ai
Starting priceQuote; 69 dollars per agent per month for Real-Time AI on AWS Marketplace, third-party reported
Free planNo free plan; demo only
Observe.AI started as a post-call QA platform and then added a real-time layer. Its Companion Agent listens alongside the human agent, offers live guidance, and feeds the same conversation into QA, coaching, and analytics. Pricing needs care, because the vendor page returns no public rate, and third-party reports put a full 100 seat deployment at 60,000 to 180,000 dollars per year.
What we like- Scores 100 percent of interactions, strong QA and coaching base, Companion Agent gives live guidance to frontline staff
Watch out for- A 100 seat minimum locks out smaller teams, and the full platform price is not published, so the AWS module figure is not the total cost
#4
Talkdesk Copilot
Best for: Mid-market and enterprise teams already on Talkdesk that want assist inside the agent workspace
Visit talkdesk.com
Starting price85 dollars per user per month for Digital Essentials; Voice Essentials is 105 dollars per user per month
Free plan14-day trial for Talkdesk Express, with Copilot access in that trial path
Talkdesk Copilot gives human agents live recommendations, context, and summaries inside the Talkdesk workspace, so agents do not need a separate assist window. Copilot itself is the human assist layer, while Autopilot handles self-service. The main gap is that Talkdesk does not publish a Copilot rate, and third-party guides warn that add-ons and telecom costs can lift the real total well above the list seat price.
What we like- Copilot sits inside the Talkdesk agent desktop, strong routing and industry clouds, published platform tiers make the base seat cost clear
Watch out for- AI add-on pricing is not published, so the assist cost sits on top of the seat price and needs a sales quote
#5
Five9 Agent Assist
Best for: Large Five9 contact centers that want summaries, transcripts, and knowledge help built into the platform
Visit five9.com
Starting price119 dollars per concurrent seat per month for Digital; Core is 159 dollars per concurrent seat per month
Free planNo free plan; demo and quote only
Five9 Agent Assist sits inside the Five9 Genius AI platform, and it gives live agents real-time guidance, summaries, transcripts, and knowledge articles during the conversation. Pricing is clearer than most enterprise rivals, with Digital at 119 dollars and Core at 159 dollars per concurrent seat per month, and higher tiers quoted on request. The catch is the 50 seat minimum, which sets a floor of about 71,400 dollars per year for Digital at list price, before add-ons.
What we like- Agent Assist is bundled into the Genius AI platform, strong voice and omnichannel coverage, includes summaries and knowledge surfacing for live agents
Watch out for- A 50 seat minimum and concurrent seat pricing make it costly for small teams, and higher tiers are quote-only
#6
Genesys Cloud Agent Copilot
Best for: Enterprise Genesys Cloud teams that want Agent Copilot, predictive routing, and journey tools in one suite
Visit genesys.com
Starting price75 dollars per user per month for CX 1; Agent Copilot is in CX 4 at 240 dollars per user per month
Free planNo free plan; demo and quote only
Genesys Cloud Agent Copilot helps human agents with live guidance, summaries, and next steps inside the Genesys Cloud desktop, using customer history and intent. The platform tiers run from CX 1 at 75 dollars to CX 4 at 240 dollars per user per month, billed annually. Agent Copilot is a CX 4 feature, which means a team that wants assist must budget for the top tier, not the 75 dollar entry tier. Some third-party guides place Copilot in CX 3, so confirm the tier in the written quote.
What we like- Deep Genesys Cloud integration, Agent Copilot with summaries and guidance, strong routing and workforce tools at higher tiers
Watch out for- The assist feature sits in the top CX 4 tier, and AI Experience tokens add usage-based cost on top of the seat price
#7
NICE Enlighten Copilot
Best for: Large regulated contact centers on NICE CXone that need AI copilots, quality, and workforce tools together
Visit nice.com
Starting price71 dollars per agent per month for Digital Agent; Omnichannel Suite is 110 dollars per agent per month
Free planNo free plan; demo and quote only
NICE Enlighten Copilot, sold as part of NICE CXone, gives agents live suggestions, knowledge, and summaries while they handle voice and digital contacts, with the same data feeding quality and workforce planning. The CXone suites run from Digital Agent at 71 dollars to Ultimate at 249 dollars per agent per month plus 0.25 dollars per session. Complete is the tier most buyers associate with AI copilot, so the 71 dollar entry price is not the copilot price.
What we like- Enlighten AI covers copilot guidance, interaction analytics, and quality scoring, broad channel coverage, monthly billing in arrears on standard contracts
Watch out for- Full copilot value sits in higher suites, and Ultimate adds 0.25 dollars per session on top of 249 dollars per agent per month
#8
Zendesk Agent Copilot
Best for: Zendesk helpdesk teams that want a priced copilot add-on without changing platforms
Visit zendesk.com
Starting price55 dollars per agent per month for Suite Team, billed annually; Copilot add-on is 50 dollars per agent per month
Free plan14-day trial; no permanent free plan
Zendesk Agent Copilot is the most straightforward assist buy in this list, because the price is published and the product lives where agents already work, with suggested replies, macros, and tone rewrites. It is sold on Suite Professional and above, and it costs 50 dollars per agent per month, billed annually. On Suite Professional at 115 dollars per agent per month, that brings the seat plus Copilot total to 165 dollars per agent per month.
What we like- Clearest assist pricing in this guide, sits inside the Zendesk agent workspace, auto assist and suggested replies reduce typing and lookup time
Watch out for- Copilot is an add-on, not a base feature, and AI agent resolutions are billed separately at 1.50 dollars committed or 2.00 dollars pay as you go
Frequently asked questions
What is the best AI agent assist software for support teams?
Cresta is the best pick for large voice contact centers, because it combines live guidance, coaching, and full conversation scoring in one enterprise platform. Zendesk Agent Copilot is the best pick for Zendesk teams, because it adds clear, priced assist help inside the helpdesk. Balto suits compliance-heavy voice teams, while Talkdesk, Five9, Genesys, and NICE suit teams already on those platforms.
Does agent assist replace human support agents?
No, agent assist does not replace human support agents. It helps a person during a live conversation by suggesting replies, pulling knowledge, and drafting summaries, but the human reviews the suggestion, sends the reply, and owns the result. Teams buy it to make agents faster and more consistent, not to remove them. Autonomous AI agents are the products that try to resolve contacts without a human.
How much should a 20 agent team budget for AI agent assist software?
A 20 agent team on Zendesk Suite Professional plus Copilot would pay 3,300 dollars per month at list price, or 39,600 dollars per year, before taxes and resolution charges. That is 20 seats at 115 dollars plus 20 Copilot add-ons at 50 dollars. Enterprise standalone tools can cost far more, and many need 50 or 100 seats. Always model seat cost, assist cost, telephony, and implementation together.
Can agent assist software work with my current phone system?
It depends on the tool and your phone system. Standalone tools such as Cresta, Balto, and Observe.AI are built to sit on top of common contact center platforms, and they list integrations with Genesys, Five9, Amazon Connect, Salesforce, Zendesk, and ServiceNow. Platform add-ons such as Talkdesk Copilot and Five9 Agent Assist work best inside their own platforms. Confirm the integration in writing before you sign.
What is the difference between Copilot, Agent Assist, and Enlighten Copilot?
The names differ by vendor, but the job is similar. Copilot, Agent Assist, and Enlighten Copilot all describe AI help for a human agent during a live conversation. Zendesk calls its assist product Copilot, Talkdesk and Genesys use Copilot too, Five9 and Cresta use Agent Assist, and NICE uses Enlighten Copilot. Do not judge the product by the name alone. Check whether it suggests replies, pulls knowledge, drafts summaries, and keeps a human in control.
Sources we checked (17)
- https://www.cresta.com/
- https://www.cloudtalk.io/blog/cresta-ai-pricing/
- https://www.balto.ai/
- https://prospeo.io/s/balto-pricing-reviews-pros-and-cons
- https://www.observe.ai/
- https://www.cloudtalk.io/blog/observe-ai-pricing/
- https://www.talkdesk.com/
- https://prospeo.io/s/talkdesk-pricing-reviews-pros-and-cons
- https://www.five9.com/
- https://www.ringly.io/blog/ai-call-center-software
- https://www.genesys.com/
- https://www.platform28.com/blog/genesys-cloud-pricing-guide
- https://www.nice.com/
- https://checkthat.ai/brands/nice/pricing
- https://www.zendesk.com/
- https://helply.com/blog/zendesk-pricing
- https://formbricks.com/blog/verint-pricing
Is your product missing or out of date?
We review this list regularly. Vendors can request a listing, send updated pricing or ask about featured placement.
Shihab Mia · Founder, Rankite
Shihab has 5+ years in B2B and SaaS SEO. He writes Rankite's software buying guides from pricing pages, documentation and public user reviews. More about Shihab.