AI-driven customer service is reshaping how businesses handle support and sales. Automated agents reduce manual tasks, improve efficiency, and manage conversations at scale. But with so many platforms available, choosing the right one isn’t easy.
Two of the biggest players in this space are Zendesk AI and Agentforce. Both enhance customer interactions with AI-powered automation, but their pricing and features are structured differently.
We’ve already covered the main differences between Zendesk AI and Agentforce. But how exactly does their pricing differ? Let’s get into it.
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Zendesk AI Pricing: A Subscription-Based Model
Zendesk AI is built into the Zendesk Suite, an all-in-one customer service platform with live chat, a help centre, and automation features. The following pricing is billed annually and follows a per-agent, per-month model.
- Suite Team: Starts at £15 per agent
- Suite Growth: £45 per agent
- Suite Professional: £75 per agent
- Suite Enterprise: £89 per agent
While these prices apply to annual subscriptions, monthly billing options are also available at slightly higher rates. A Suite Enterprise Plus plan is also offered, but pricing varies based on business needs.
Zendesk Advanced AI Pricing
Businesses needing more AI automation can add Zendesk Advanced AI at £40 per agent per month. This provides features like Agent Copilot for AI-assisted responses, AI-powered workflows for ticket routing, and generative AI tools for improving agent productivity.
Each Zendesk Suite plan includes a set number of automated resolutions per agent, ranging from 5 to 15 per month. If businesses exceed this limit, additional resolutions are charged at £1.75 per resolution on a pay-as-you-go basis or £1.30 per resolution with a committed volume purchase.
Who is Zendesk AI Best For?
- Comprehensive platform: All-in-one solution for customer service teams.
- Predictable pricing: Fixed per-agent pricing simplifies budgeting.
- Built-in AI tools: These include workflows, live chat, and self-service features.
- Scalable: Add-ons help businesses expand AI automation when needed.
- Extra costs: Advanced AI and additional resolutions increase expenses.
Learn More About Zendesk AI
Interested in learning more about Zendesk AI? Check out this episode of our redk LIVE podcast to learn more about using Zendesk AI to maximise agent productivity. Watch here.
Agentforce Pricing: Pay-As-You-Go AI Agents
Agentforce pricing is pay-per-conversation rather than a fixed monthly fee. Businesses using Salesforce Foundations can access Agentforce for free, while others pay £1.60 per conversation. A conversation is counted when a customer sends at least one message or selects a menu option.
Unlike Zendesk AI agents pricing, Agentforce Salesforce pricing is usage-based. Businesses with lower customer interaction volumes may find it more affordable. High-volume users can request volume discounts, but final costs depend on discussions with an account executive.
Agentforce offers custom AI agents for customer service, sales coaching, and lead engagement. The Agent Builder tool allows businesses to create AI assistants for different roles, making it a flexible automation option across service, sales, marketing, and commerce.
Who is Agentforce Best For?
- Custom AI automation: Designed for businesses needing tailored AI solutions.
- Flexible pricing: The pay-as-you-go model works well for low interaction volumes.
- Usage-based costs: Higher volumes can lead to increased expenses.
- Seamless Salesforce integration: Works effortlessly with existing Salesforce tools.
- No extra platform investment: Salesforce users can deploy AI without added costs.
Zendesk AI vs Agentforce: Key Differences
Pricing and Costs
Zendesk AI uses a fixed per-agent fee, making budgeting straightforward. However, add-ons for advanced AI features can raise costs. Agentforce follows a pay-per-conversation model, which is cost-effective for low-volume businesses but can become expensive with high usage.
AI and Customisation
Zendesk AI comes with pre-trained models that are designed for quick setup and reliable automation. Agentforce lets businesses build custom AI agents, tailoring automation for customer service, sales, and marketing.
Scalability and Flexibility
Zendesk AI is an all-in-one platform for structured, scalable automation. Agentforce is modular, meaning businesses can scale AI usage up or down as needed.
Which AI Service Agent Delivers More Value?
The right choice depends on your business size, budget, and AI needs.
Zendesk AI pricing is fixed and predictable, making it ideal for businesses needing scalability and automation in customer service. Agentforce pricing is flexible and usage-based, offering custom AI automation without a long-term commitment.
Both platforms offer free trials and demos, so testing each solution is the best way to determine the right fit.
Disclaimer
The pricing and features mentioned in this comparison are based on information from February 2025. Prices and plan details may change, so always check with Zendesk and Salesforce for the most up-to-date information.
