The customer service AI agent market has exploded into one of the fastest-growing enterprise AI applications, with 6 companies generating $100M or more in ARR, including Gorgias, Sierra, and Kore.ai.
These companies are seeing success as enterprises realize ROI through reduced need for human support staff, and lowering costs and increasing revenue through improved operational efficiency. These results explain why the market rates highly on our Mosaic Score, averaging 714, placing it in the top 5% of all markets in the enterprise tech industry.
So who’s leading today, who’s gaining ground fastest?
Using CB Insights’ revenue data, we identified each company’s customer service AI agents & copilots revenue to measure the current market size and estimate market shares for private players in the space.
If you are active in the customer service AI agents & copilots market and want to submit your company’s revenue data, please reach out to researchanalyst@cbinsights.com.
Key takeaways
- New entrants are gaining ground rapidly using generative AI technology, to challenge leaders. Companies like Sierra, Crescendo, Decagon, Chatbase, founded in the last 2 years have already broken into the top 10 by revenue generation, competing directly with legacy players. This highlights low barriers to achieving scale in customer service AI where superior AI models and user experience can quickly displace incumbents who are reacting by acquiring some of these startups to stay competitive. For example, ServiceNow acquired Moveworks for $2.85B while Cognigy was bought out by NiCE in a $955M deal.
- The market is rapidly transitioning to autonomous agents that resolve customer issues end-to-end without human escalation. This is disrupting traditional pricing models with vendors like Intercom, Sierra and Decagon now charging per successful resolution rather than per seat or usage. Enterprise adopters must ensure any tool they adopt includes performance validation capabilities that link AI spending directly to resolution success and cost reduction metrics.
- Value of enterprise adoption will come from integration depth. AI agents require seamless integration to company-specific context such as historical tickets, internal knowledge bases, CRM data, and proprietary documentation, to deliver personalized, informed resolutions while maintaining consistent brand voice. Enterprise value emerges when agents turn customer inquiries into closed-loop resolutions, eliminating inefficient human handoffs and workflow bottlenecks. According to CB Insights buyer reports, successful vendors offer agentic solutions with ease of deployment and integration.
- Agentic voice AI expands the value proposition. Advances in voice AI, from natural dialogue and real-time tone analysis to sentiment-based adaptation, position voice as the emerging primary interface between humans and technology. By capturing emotional cues and conversational nuance that text misses, agentic voice systems can detect upsell opportunities, flag churn risks, and surface product insights during live interactions, transforming voice support from a cost center into a revenue driver. As these capabilities mature, enterprises should shift KPIs from operational efficiency (e.g., time or cost savings) toward strategic outcomes such as customer retention, conversion lift, and topline revenue growth directly attributable to AI-enabled engagement.
Market Overview
The customer service AI agents & copilots market comprises tools that automate client support inquiries and processes across multiple communication channels. These solutions converse with customers, answer questions, support inquiries, and resolve issues. Many can handle complex inquiries and complete processes end-to-end with minimal human oversight. They may also provide real-time assistance to human agents.
The market includes a mix of commercially mature players (~40%), challengers like Decagon and Crescendo, and established customer service incumbents. They have raised a combined $1B in equity funding so far this year, already matching last year’s amount.
