The 6 best Salesforce AI tools for support in 2025

I tested a dozen platforms to find the best Salesforce AI tools for support in 2025. Here's what I found.

If you’re managing a support team on Salesforce, you know the feeling. The ticket queue is always full, customers expect answers yesterday, and your team is doing its best to keep up. Everyone's talking about AI as the magic fix, but diving in feels overwhelming. It’s just a sea of jargon, complicated tools, and prices that make your eyes water. Where do you even begin?

The good news is, you don’t need a data science degree or a huge budget to get something useful up and running. My goal here is to cut through the marketing fluff and give you a straightforward rundown of the best AI tools that actually work with Salesforce and will make your support team's life a whole lot easier.

We'll cover Salesforce's native options and some great third-party tools that are often more flexible and can get you started way faster. Let's find the right one for your team.

What are Salesforce AI tools for support?

At its core, Salesforce AI tools for support are bits of software that help you handle customer service better within Salesforce, especially if you're using Service Cloud. It's probably easiest to think of them as smart assistants for your team.

They mostly come in two flavors:

• Native Tools: These are the tools built by Salesforce, right into the platform. We're talking about their Einstein platform. The big plus is they're deeply connected to your CRM data. The downside? They can be rigid, a real beast to set up, and often want to only use knowledge that’s already locked inside Salesforce.

• Third-Party Integrations: These are tools like eesel AI that plug right into Salesforce. They tend to shine where native tools stumble. They can be set up in a snap, can learn from knowledge you have all over the place (like your Confluence wiki or old Zendesk tickets), and give you more fine-grained control over how the AI actually behaves.

In the end, their job is to handle the simple, repetitive questions, get tickets to the right person, help your agents write replies, and pull out useful insights from your support chats so you can keep getting better.

How we picked the best tools

To put this list together, I didn't just scroll through marketing pages. I looked for things that actually matter when you’re on the ground trying to get something useful up and running. Here’s what I focused on:

• How fast can you get it working? How quickly can you go from signing up to actually seeing it help your team? I prioritized tools that don’t need a dedicated developer or a six-month project.

• Does it learn from everything, or just Salesforce? Your company’s knowledge isn’t just in Salesforce. It's in Google Docs, Confluence pages, and Slack threads. Can the tool tap into all of it?

• Can you actually control it? Can you tell the AI what tone of voice to use? Can you decide exactly which tickets it should answer and which ones it should pass to a human immediately? Control is everything for a smooth rollout.

• Can you test it before going live? You shouldn't have to unleash a new AI on your customers and just hope for the best. I looked for tools that let you safely see how it would perform on your past tickets and give you clear reports on what to improve.

• Is the pricing straightforward? Is it a simple subscription, or some confusing model that charges you per ticket it resolves? Predictable pricing is always better.

A comparison of the top Salesforce AI tools for support

Here’s a quick side-by-side look at the tools we'll be covering.

The top 6 Salesforce AI tools for support

Let's dive a little deeper into each tool, what makes it good, and what you should watch out for.

1. eesel AI

A screenshot of the eesel AI landing page, a top choice for Salesforce AI tools support.

eesel AI is a self-serve AI platform that plugs directly into your existing helpdesk, including Salesforce Service Cloud. What makes it stand out is its ability to pull together all of your company knowledge, wherever it lives. It learns from past tickets, help center articles, internal docs in Confluence and Google Docs, and more to automate frontline support, draft replies for agents, and triage tickets without making you change how you work.

Why it's on the list: The main reason eesel AI is at the top is how simple and fast it is. While some tools can take months to get right, you can connect your helpdesk and have a working AI agent in a matter of minutes. The best part is its simulation mode, which lets you test the AI on thousands of your past tickets. You can see exactly how it will perform and figure out your ROI before you ever turn it on for real customers.

Pros:

• You can actually set it up yourself, fast. You can go from signup to a working AI agent in under an hour. No need to book a demo or talk to a salesperson.

• It learns from everything. It can connect to over 100 sources, so it isn't stuck with only the information you have inside Salesforce.

• You're in the driver's seat. You get to decide exactly which tickets to automate, what the AI is allowed to do (like adding tags or escalating), and how you want it to sound.

• No-nonsense pricing. The subscription plans are clear and predictable. You don't have to worry about a surprise bill because the AI had a busy month.

Cons:

• Being a newer platform, it might not have every single niche feature that some legacy enterprise systems have built up over the last decade.

Pricing:

eesel AI's pricing is refreshingly simple.

• Team Plan: $299/month ($239/month if billed annually) for up to 1,000 AI interactions and 3 bots. Includes AI Copilot for agents and lets you train it on docs and websites.

• Business Plan: $799/month ($639/month if billed annually) for up to 3,000 interactions and unlimited bots. This gets you the full AI Agent, training on past tickets, custom AI actions, and bulk simulation.

• Custom: Enterprise plans are available for unlimited interactions and advanced security needs.

2. Salesforce Einstein for Service

Salesforce Einstein for Service is the company's own AI solution, built right into Service Cloud. It’s made to use your CRM data for things like Case Classification and suggesting replies, all within the Salesforce interface you already know.

Why it's on the list: Since it's the native option, its connection to all your Salesforce data and workflows is rock-solid. For huge companies that live and breathe Salesforce and have the tech team to handle a long setup, it's a perfectly fine, if complicated, choice.

Pros:

• It's deeply and natively connected to all your Salesforce data.

• Gives predictive insights and suggestions right inside your case records.

• You get the benefit of Salesforce's well-known security and trust framework.

Cons:

• It's notoriously complex and takes a lot of time to set up, tweak, and keep running.

• It's mostly limited to knowledge stored inside Salesforce. Trying to connect it to outside sources like a Confluence wiki or a shared drive is a huge headache.

• The pricing is hard to figure out and often means buying expensive extra licenses and add-ons to get the features you actually want.

Pricing:

Salesforce pricing is complicated, as AI features are bundled into different tiers. You won't find a simple price tag.

• Enterprise Plan: Starts at $175/user/month. Comes with some basic AI features.

• Unlimited Plan: Starts at $350/user/month. Adds more tools like Salesforce Knowledge and bots, but usually with limits.

• Agentforce 1 Service Plan: Starts at $550/user/month. This is their all-in-one package with the most AI features.

Even then, many key features are paid add-ons, so you have to talk to their sales team to get a real quote.

3. Forethought

A screenshot of the Forethought landing page, another of the Salesforce AI tools support.

Forethought is an enterprise AI platform that offers a few different tools for customer support. It connects with Salesforce to help teams deflect common questions and get agents the right info when they need it.

Why it's on the list: Forethought is known for having a pretty capable automation engine and is a serious contender for large, established support teams that need an enterprise-level tool.

Pros:

• Offers a solid set of features for deflecting tickets, classifying them, and helping agents.

• Has a big focus on enterprise security and provides dedicated support.

Cons:

• The entire process is sales-led. You can't try it or even see it without booking a demo, and you can't set it up yourself.

• Pricing is a secret and aimed at large enterprise budgets, which puts it out of reach for most teams.

• It’s not very nimble for teams that just want to get started quickly and make changes on their own.

Pricing:

Forethought's pricing is completely custom. You can only get it after going through a sales call and a demo. They have three tiers, but with no public pricing, you can assume it's a high-touch, high-cost model.

4. Netomi

A screenshot of the Netomi landing page, one of the Salesforce AI tools support.

Netomi is all about providing AI that feels human and can resolve a high percentage of tickets without an agent getting involved. They act more like a partner who helps you design, build, and manage your support automation.

Why it's on the list: Netomi is a well-known name in the AI resolution game. It’s a decent option for companies that want to hand off the management of their support AI to someone else and are willing to pay for that service.

Pros:

• They are really focused on resolving tickets from start to finish without needing a person.

• Works across a lot of channels, including email, chat, voice, and social media.

Cons:

• They often use a per-resolution pricing model. This can get incredibly expensive and unpredictable, because your bill goes up with every ticket the AI solves.

• It's more of a managed service than a tool you control. This means you have less say over the AI's setup and have to rely on their team to make adjustments.

Pricing:

Netomi doesn't publish its prices. Their model is custom and often based on how many tickets they resolve, which can lead to bills that are all over the place. You have to contact sales for a quote.

5. Moveworks

A screenshot of the Moveworks landing page, an option for Salesforce AI tools support.

Moveworks is a conversational AI platform that originally made its name in internal employee support, handling IT and HR requests. It has since grown and can be set up to handle external customer support by connecting to CRMs like Salesforce.

Why it's on the list: Its ability to understand natural language is top-tier, and it's great at plugging into complex company systems. This makes it a serious, if heavyweight, choice for very large organizations.

Pros:

• It's excellent at understanding complicated, conversational questions from people.

• It has strong internal workflow automation that can be adapted for customer support.

Cons:

• It wasn't built for customer support from the ground up, so it can feel a bit clunky and might be missing key CX features.

• Setting it up is a massive project, usually taking several months and a lot of your team's time.

• The platform is priced and designed for Fortune 500 companies, making it a non-starter for most businesses.

Pricing:

Moveworks doesn't list pricing on its site. It’s a custom enterprise tool that requires a long sales process and a very significant budget.

6. Zowie

A screenshot of the Zowie landing page, an e-commerce focused Salesforce AI tools support option.

Zowie is an AI chatbot and automation platform built just for e-commerce companies. It really shines with its deep connections to Salesforce, Zendesk, and e-commerce platforms like Shopify, which lets it answer common questions about orders, returns, and products.

Why it's on the list: If you're an online retailer using Salesforce for support, Zowie's laser focus on e-commerce makes it a fantastic choice.

Pros:

• Comes with ready-to-go automation flows for common e-commerce questions.

• It can understand your product catalog to give personalized recommendations and answer detailed product questions.

Cons:

• Its specialty is also its main drawback. It’s not a good fit for SaaS, fintech, or any industry that isn't retail.

• It can be less flexible for support issues that aren't about physical products and orders.

Pricing:

Zowie uses a custom pricing model based on your usage and the features you need. You'll have to book a demo to get a quote.

Tips for choosing the right Salesforce AI tools for support

It's a lot to take in, I get it. If you're not sure where to start, here are a few things to keep in mind.

Get started with Salesforce AI for support in minutes

Look, while Salesforce's own AI is a serious option for massive companies that live and breathe Salesforce, it's not always the quickest or most flexible route. For many teams, newer tools that plug into Salesforce can get you results much faster, with fewer headaches and a clearer price tag. The right tool should make your life easier, not give you another complex system to manage.

If you want a straightforward starting point, check out eesel AI. It’s built to avoid the long setup times and confusing costs of other platforms. You can connect all your knowledge sources and even test how the AI will perform before you flip the switch.

Give it a try for free and you could have a working AI agent helping your team in the time it takes to finish your next coffee.

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