# AI IT support agents for enterprise buyers: what AI models recommend, November 2026

Gane Index, November 2026 Edition. Asked as "AI agent for IT support" and as "AI service desk agent", six framings each, to fourteen models with search on, on behalf of an enterprise B2B company. Added to the November 2026 Edition. Page: https://www.gane.ai/index/it/operations/ai-it-support-agents/enterprise

**Standing:** ServiceNow Now Assist leads with 49% of first choices; verdict clear leader. 47 first choices across the direct, paraphrase, budget and scale prompts.

## First-choice share

| Rank | Product | Share | Negative rate | Labels |
|---|---|---|---|---|
| 1 | [ServiceNow Now Assist](https://www.gane.ai/index/it/vendors/servicenow-now-assist/index.md) | 49% | 12% | 51 |
| 2 | [Moveworks](https://www.gane.ai/index/it/vendors/moveworks/index.md) | 15% | 8% | 52 |
| 6 | [Microsoft Copilot Studio](https://www.gane.ai/index/it/vendors/microsoft-copilot-studio/index.md) | 2% | 5% | 22 |
| 9 | [Zendesk AI Agents](https://www.gane.ai/index/it/vendors/zendesk-ai-agents/index.md) | 2% | 31% | 16 |
| 16 | [Aisera](https://www.gane.ai/index/it/vendors/aisera/index.md) | 0% | 19% | 27 |
| 120 | [Salesforce Agentforce](https://www.gane.ai/index/it/vendors/salesforce-agentforce/index.md) | 0% | 50% | 10 |

Rank is by share of first choices among all 121 products named; products with the same share are tied, and the order among them carries no meaning. The table lists those with at least 10 labels.

## Each model's first choice on the direct prompt

- Claude Haiku 4.5: ServiceNow Now Assist; alternatives Anthropic Claude Enterprise, OpenAI's Assistants API
- GPT-5.4 mini: ServiceNow Now Assist; alternatives Freddy AI, Freshservice, Zendesk Employee Service AI
- Gemini 3.5 Flash: ServiceNow Now Assist; alternatives Aisera, Console AI, Freshworks, Jira Service Management
- Perplexity Sonar: ServiceNow AI Agents with Now Assist; alternatives Microsoft Copilot Studio, Moveworks, SupportLogic Resolve SX / Knowledge Agent, Zendesk AI Agents
- Grok 4.20: ServiceNow Now Assist; alternatives IrisAgent, Microsoft Copilot Studio, Moveworks, Neo Agent
- Mistral Small: Sim, Workativ; alternatives Fini, Neuron7
- DeepSeek V4 Flash: ServiceNow Now Assist; alternatives Aisera, Microsoft Copilot Studio, Moveworks
- Llama 4 Maverick: ServiceNow Now Assist; alternatives Microsoft Copilot Studio, Moveworks, Pylon
- Qwen 3.7 Flash: ServiceNow Now Assist; alternatives Microsoft Copilot, Moveworks
- Kimi K2: ServiceNow Now Assist; alternatives Aisera, Atomicwork, Auralis, Moveworks
- GLM 4.7 FlashX: ServiceNow Now Assist; alternatives Atomicwork, Moveworks
- MiniMax M2.5: Moveworks; alternatives Fini, ServiceNow Now Assist
- GPT-6 Luna: ServiceNow Now Assist; alternatives Agentforce IT Service, Atlassian Rovo, Moveworks
- Muse Glimmer 30B: ServiceNow Now Assist; alternatives Aisera, Console, Freshservice Freddy AI, Moveworks

## Sources the answers cite

75 of 84 answers came back with a source list, from 14 of 14 models. Sites named in the most answers:

- moveworks.com: 32 answers, 63 citations
- gane.ai/index: 23 answers, 25 citations
- usefini.com: 20 answers, 21 citations
- servicenow.com: 19 answers, 42 citations
- eesel.ai: 19 answers, 28 citations
- resources.rework.com: 18 answers, 22 citations
- workativ.com: 17 answers, 17 citations
- sim.ai: 14 answers, 14 citations

Pages named in the most answers:

- https://gane.ai/index/it/operations/ai-it-support-agents/enterprise (21 answers)
- https://moveworks.com/us/en/resources/blog/agent-based-ai-for-enterprise-support-comparison (17 answers)
- https://resources.rework.com/tools/ai-agents/best-ai-agents-for-it-support-2026 (16 answers)
- https://workativ.com/it/blog/12-best-it-helpdesk-ai-agents-in-2026-compared (13 answers)
- https://jitbit.com/news/best-ai-helpdesk-solutions-2026 (12 answers)
- https://sim.ai/library/best-ai-agents-for-it-helpdesk-teams (12 answers)
- https://minami.ai/blog/best-ai-helpdesk-enterprise (10 answers)
- https://clearfeed.ai/blogs/best-ai-agents-guide (8 answers)
- https://devrev.ai/blog/ai-agents-for-customer-support.md (8 answers)
- https://moveworks.com/ (7 answers)

## Warned against

- Salesforce Agentforce: 5 of 10 labels negative. "Avoid for Predictability: Usage-Based Models ... Salesforce Agentforce: $2/conversation or Flex Credits" (Kimi K2, budget prompt)
- ServiceNow Now Assist: 6 of 51 labels negative. "Skip Moveworks/ServiceNow if cost predictability ... is your #1 priority" (DeepSeek V4 Flash, budget prompt)
- Moveworks: 4 of 52 labels negative. "Skip Moveworks/ServiceNow if cost predictability at the thousands-of-users scale is your #1 priority" (DeepSeek V4 Flash, budget prompt)
- Zendesk AI Agents: 5 of 16 labels negative. "Avoid pure per-conversation/per-action models such as Intercom Fin, Zendesk AI, Salesforce Agentforce" (Muse Glimmer 30B, budget prompt)

## Movement since October 2026

Floor: 11 points of share, measured on the calibration repeat.
Same leader: ServiceNow Now Assist at 49%.

- Freshservice: 0% to 4%, +4. Inside the floor by 7 points · rank 17 → 4 of 121.
- Microsoft Copilot Studio: 6% to 2%, −4. Inside the floor by 7 points · rank 3 → 6 of 121.
- Moveworks: 18% to 15%, −3. Inside the floor by 8 points · rank 2 of 121, unchanged.
- Zendesk AI Agents: 4% to 2%, −2. Inside the floor by 9 points · rank 4 → 9 of 121.
- Aisera: 2% to 0%, −2. Inside the floor by 9 points · rank 5 → 16 of 121.
- ServiceNow Now Assist: 48% to 49%, +1. Inside the floor by 10 points · rank 1 of 121, unchanged.
- Salesforce Agentforce: 0% to 0%, ±0. Inside the floor by 11 points · rank 28 → 120 of 121.

## Record

- Method: https://www.gane.ai/index/it/methodology
- License: CC BY 4.0. Cite as Gane Index, November 2026 Edition, www.gane.ai/index/it.