The AI-first customer
interaction platform for SaaS
Unify autonomous AI, live chat, email marketing, surveys, video calls, and a multilingual help center into one platform — built for SaaS support teams that want predictable per-seat pricing and AI included on every plan.
What is a customer interaction platform?
A customer interaction platform is the software layer that unifies every channel a business uses to talk to customers — chat, email, AI, voice, surveys, in-app messages — into one system with shared customer profiles, analytics, and automation. The term replaced "helpdesk" as support teams realized tickets are a side-effect of conversations, not the unit of work itself.
In 2026, a modern customer interaction platform is AI-first. That means an autonomous AI agent — not a chatbot, not a deflection widget — handles the first response on every incoming conversation, resolves what it can using your help center and product knowledge, and escalates the rest to humans with full context.
Customerly is the AI-first customer interaction platform built specifically for SaaS support teams. Aura, the Customerly AI agent, is included on every paid plan. Live chat, email marketing campaigns, NPS/CSAT surveys, video calls, and a multilingual help center are bundled in the same per-seat fee.
What you get in one platform
Aura AI agent
Autonomous AI that resolves up to 60% of conversations using your help center and product knowledge. Included on every paid plan.
Live chat
In-app and on-site messaging with rich media, file sharing, video, and AI-assisted replies for human agents.
Email marketing
Lifecycle campaigns, broadcasts, and automation flows triggered by customer behavior — same per-seat fee.
NPS & CSAT surveys
Native surveys with built-in benchmarking against the Customerly customer base, no third-party tools required.
Help center
Multilingual knowledge base on Ultimate, with Aura grounded directly in your articles for accurate AI responses.
CRM & video calls
Built-in customer profiles, segmentation, and one-click video escalation for high-touch SaaS support.
How Customerly compares to other customer interaction platforms
| Feature | Customerly | Intercom | Zendesk | Kustomer |
|---|---|---|---|---|
| AI agent included | Yes (Aura) | Add-on (Fin) | Add-on | Add-on (KIQ) |
| Live chat | Yes | Yes | Yes | Yes |
| Email marketing | Yes | Add-on | No | No |
| NPS / CSAT surveys | Yes | Add-on | Limited | Add-on |
| Video calls | Yes | No | No | No |
| Entry price (per seat/mo) | €19 | $29 | $55 | $89 |
| AI pricing model | Included | Per resolution | Per resolution | Add-on |
Pricing reflects published list prices as of May 2026. Detailed comparisons available at /compare.
Customer interaction platform FAQ
What every SaaS support leader asks before picking a platform.
A customer interaction platform is software that unifies every channel a business uses to communicate with customers — live chat, email, AI agent, voice, surveys, in-app messages — into a single system with shared customer profiles, analytics, and automation. Modern customer interaction platforms in 2026 are AI-first, meaning an autonomous AI agent handles routine resolution before a human ever sees the conversation.
A helpdesk is ticket-centric and reactive — it organizes inbound support tickets and routes them to agents. A customer interaction platform is conversation- and customer-centric — it covers the full lifecycle from acquisition (marketing chat) through onboarding (in-app messaging) to retention (surveys, AI-driven proactive support). Most modern helpdesks have evolved toward customer interaction platforms, but the data model and workflow priorities are different.
Customerly supports live chat (website and in-app), email (both transactional support and marketing campaigns), AI agent conversations via Aura, video calls, NPS and CSAT surveys, and a multilingual help center. WhatsApp, SMS, and voice are on the roadmap.
For SaaS support teams between 5 and 200 agents, the best fit is typically a platform that bundles autonomous AI, live chat, email marketing, surveys, and a help center under one per-seat fee. Customerly is purpose-built for this ICP. Larger enterprises with deep WhatsApp or voice requirements often pick Zendesk or Kustomer; SMBs often pick Tidio or Help Scout.
In a modern customer interaction platform, AI is the first line of resolution — an autonomous AI agent handles 40-60% of incoming conversations using your help center and product knowledge, escalates the rest to humans, and learns from every agent response. In Customerly this is Aura, included on every paid plan.
Pricing varies widely. Per-seat platforms (Customerly, Help Scout, Intercom) range from €19 to $200+ per seat per month. Usage-based platforms (Intercom Fin, Zendesk AI Agents) add per-resolution charges on top of seat fees. Enterprise platforms (Ada, Decagon) use custom annual contracts. Customerly starts at €19/seat/mo with AI included.
