Market report · Aug 2026
Customer Support AI
128 vendors tracked and 3,631 case studies read: what teams report, who signs off, who is winning switches, and where vendors fall short.
For buyers
Buying customer support?
What teams report
- 62% automated resolution rate
- −20% average handle time
- −74% first response time
Medians across published case studies · Airframe, Aug 2026
Who signs off
- Operations: 829
- Customer Success: 599
- Customer Support: 566
- IT (Corporate Engineering): 435
Of 4,795 buyers mapped in this market · Airframe, Aug 2026
Ask what matters
- How do you ground answers in our knowledge base and stop the AI from inventing an answer?
- What happens when the bot fails or loops, and how does the customer reach a human agent fast?
From the market's RFP question bank · Airframe, Aug 2026
For vendors
Who's winning your category?
Documented switches in
- Gorgias: 28
- Pylon: 19
- DevRev: 19
- Plain: 12
From 3,718 customer stories · Airframe, Aug 2026
Find the gaps rivals leave open
- Workflow automation: 97%
- Autonomous resolution agents: 91%
- CRM helpdesk integrations: 36%
Share of vendors offering each · Airframe, Aug 2026
Know why deals are lost
- The AI gives wrong or awkward answers, and buyers cannot accept the risk.
- Pricing is not public, so buyers cannot budget or compare.
- Security certificates are missing or only available under NDA.
Loss reasons across the category · Airframe, Aug 2026