Every change to a published fact about an AI customer service agent: the claims added, edited and removed, the evidence states they moved, and the source behind each one. https://ai-agent.review/changelog 2026-10-03T00:00:00Z AI Agent Reviewshttps://ai-agent.review tag:ai-agent.review,2026-10-03:release/2026-10-03-channels-and-help-desks 2026-10-03T00:00:00Z 2026-10-03T00:00:00Z

Every profile now says, row by row, which customer channels and which help desks the cited sources document each AI agent working with, in the same four evidence states as workflows and industries. The rows cite claims the records already carried: no claim was added, edited or removed. Records also gained the fields that name who researched them and who fact-checked them; no byline is published until named people hold those roles. Notes the profiles carried before launch now live in this changelog.

<p>Every profile now says, row by row, which customer channels and which help desks the cited sources document each AI agent working with, in the same four evidence states as workflows and industries. The rows cite claims the records already carried: no claim was added, edited or removed. Records also gained the fields that name who researched them and who fact-checked them; no byline is published until named people hold those roles. Notes the profiles carried before launch now live in this changelog.</p><ul><li><strong>Ada</strong>: 9 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · ServiceNow: Not established → Vendor-documented</li><li>Help desk · Freshdesk: Not established → Vendor-documented</li><li>Help desk · Help Scout: Not established → Vendor-documented</li></ul></li><li><strong>Agentforce</strong>: 3 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li></ul></li><li><strong>Breeze Customer Agent</strong>: 6 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li><li>Help desk · HubSpot: Not established → Vendor-documented</li></ul></li><li><strong>Crescendo</strong>: 13 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · Freshdesk: Not established → Vendor-documented</li><li>Help desk · Intercom: Not established → Vendor-documented</li><li>Help desk · HubSpot: Not established → Vendor-documented</li></ul></li><li><strong>Decagon</strong>: 7 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · Intercom: Not established → Vendor-documented</li></ul></li><li><strong>Fin</strong>: 10 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · Freshdesk: Not established → Vendor-documented</li><li>Help desk · Intercom: Not established → Vendor-documented</li><li>Help desk · HubSpot: Not established → Vendor-documented</li></ul></li><li><strong>Five9</strong>: 3 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li></ul></li><li><strong>Forethought</strong>: 16 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · ServiceNow: Not established → Vendor-documented</li><li>Help desk · Freshdesk: Not established → Vendor-documented</li><li>Help desk · Intercom: Not established → Vendor-documented</li><li>Help desk · HubSpot: Not established → Vendor-documented</li></ul></li><li><strong>Freddy AI Agent</strong>: 2 evidence states moved<ul><li>Channel · Email: Not established → Vendor-documented</li><li>Help desk · Freshdesk: Not established → Vendor-documented</li></ul></li><li><strong>Genesys Cloud CX</strong>: 4 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li></ul></li><li><strong>Gorgias AI Agent</strong>: 6 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li><li>Help desk · Gorgias: Not established → Vendor-documented</li></ul></li><li><strong>Kore.ai</strong>: 9 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · ServiceNow: Not established → Vendor-documented</li></ul></li><li><strong>LivePerson</strong>: 3 evidence states moved<ul><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li></ul></li><li><strong>Lyro</strong>: 4 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · Intercom: Not established → Vendor-documented</li></ul></li><li><strong>NiCE Cognigy</strong>: 8 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · Intercom: Not established → Vendor-documented</li></ul></li><li><strong>NiCE CXone</strong>: 2 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li></ul></li><li><strong>PolyAI</strong>: 7 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · Gladly: Not established → Vendor-documented</li></ul></li><li><strong>Sierra</strong>: 5 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li></ul></li><li><strong>Sprinklr</strong>: 4 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li></ul></li><li><strong>Talkdesk</strong>: 2 evidence states moved<ul><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li></ul></li><li><strong>Yellow.ai</strong>: 13 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · SMS: Not established → Vendor-documented</li><li>Channel · WhatsApp: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li><li>Help desk · Salesforce: Not established → Vendor-documented</li><li>Help desk · ServiceNow: Not established → Vendor-documented</li><li>Help desk · Freshdesk: Not established → Vendor-documented</li></ul></li><li><strong>Zendesk AI Agents</strong>: 5 evidence states moved<ul><li>Channel · Web and in-app chat: Not established → Vendor-documented</li><li>Channel · Email: Not established → Vendor-documented</li><li>Channel · Voice and phone: Not established → Vendor-documented</li><li>Channel · Social messaging: Not established → Vendor-documented</li><li>Help desk · Zendesk: Not established → Vendor-documented</li></ul></li></ul><p>State digest after this release: <code>sha256:18be94bb91df48f83853581abd7b39ea05c48eb1663a72632319f16c64fe50ce</code></p> tag:ai-agent.review,2026-10-03:release/2026-10-03-launch 2026-10-03T00:00:00Z 2026-10-03T00:00:00Z

ai-agent.review went live with the 22 agents the published inclusion rule admits and 532 claims about them. Every claim names its source, labels its source type and carries the date it was checked. No agent has been tested hands-on, and no record carries a score. Notes the profiles recorded during research before launch are kept with each agent below.

<p>ai-agent.review went live with the 22 agents the published inclusion rule admits and 532 claims about them. Every claim names its source, labels its source type and carries the date it was checked. No agent has been tested hands-on, and no record carries a score. Notes the profiles recorded during research before launch are kept with each agent below.</p><ul><li><strong>Ada</strong>: Added to the catalog with 24 claims and 9 rows with evidence.</li><li><strong>Agentforce</strong>: Added to the catalog with 24 claims and 8 rows with evidence.</li><li><strong>Breeze Customer Agent</strong>: Added to the catalog with 22 claims and 3 rows with evidence.</li><li><strong>Crescendo</strong>: Added to the catalog with 24 claims and 4 rows with evidence.</li><li><strong>Decagon</strong>: Added to the catalog with 26 claims and 9 rows with evidence.</li><li><strong>Fin</strong>: Added to the catalog with 28 claims and 11 rows with evidence.</li><li><strong>Five9</strong>: Added to the catalog with 23 claims and 4 rows with evidence.</li><li><strong>Forethought</strong>: Added to the catalog with 24 claims and 3 rows with evidence.</li><li><strong>Freddy AI Agent</strong>: Added to the catalog with 22 claims and 4 rows with evidence.</li><li><strong>Genesys Cloud CX</strong>: Added to the catalog with 21 claims and 4 rows with evidence.</li><li><strong>Gorgias AI Agent</strong>: Added to the catalog with 26 claims and 7 rows with evidence.</li><li><strong>Kore.ai</strong>: Added to the catalog with 22 claims and 6 rows with evidence.</li><li><strong>LivePerson</strong>: Added to the catalog with 21 claims and 6 rows with evidence.</li><li><strong>Lyro</strong>: Added to the catalog with 27 claims and 5 rows with evidence.</li><li><strong>NiCE Cognigy</strong>: Added to the catalog with 23 claims and 3 rows with evidence.</li><li><strong>NiCE CXone</strong>: Added to the catalog with 23 claims and 8 rows with evidence.</li><li><strong>PolyAI</strong>: Added to the catalog with 28 claims and 13 rows with evidence.</li><li><strong>Sierra</strong>: Added to the catalog with 23 claims and 9 rows with evidence.</li><li><strong>Sprinklr</strong>: Added to the catalog with 22 claims and 8 rows with evidence.</li><li><strong>Talkdesk</strong>: Added to the catalog with 26 claims and 7 rows with evidence.</li><li><strong>Yellow.ai</strong>: Added to the catalog with 25 claims and 5 rows with evidence.</li><li><strong>Zendesk AI Agents</strong>: Added to the catalog with 28 claims and 10 rows with evidence.</li></ul><p>State digest after this release: <code>sha256:2be44828f27860c88a77ed7f34c8e471e87a178b443209fe93c5dfebf6d13437</code></p>