Subcategory · AI Citation Index
Live Chat
Intercom and Tidio lead 119-brand shortlists; eval scores cluster at 42–49; Birdeye climbs 14 points, Intercom drops 6.
153 discovery queries · 255 head-to-heads · refreshed Jun 4, 2026
Discovery stage
The shortlist
Across 153 buyer-style "Live Chat" queries
Intercom appears in 100 of 153 prompts (65.4% shortlist rate, 415 mentions) but Tidio sits two points higher on unCited's composite score (71 vs 66). LiveChat and Freshdesk round out the consensus four, each hitting four-model diversity. Drift, Salesforce Service Cloud, channels.app, and chatbot.com follow in the mid-30% shortlist range.
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Signal by intent
By topic
Top 5 most-cited brands per intent cluster. Brands with zero citations in a topic are not shown.
Evaluation stage
Head-to-head
How often AI cites each brand across uniform category evaluation prompts · median 5/100
Head-to-head evaluation scores are remarkably tight: LiveChat and Intercom tie at 49, Drift at 47, Tidio 45, Freshdesk and Salesforce Service Cloud both 42. The median across all evaluated brands is 5, confirming most comparisons involve the same handful of leaders. Twenty-seven comparison queries tested LiveChat and Intercom; Drift drew 26.
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Each brand's score is the share of category evaluation prompts where AI cited them across all four engines — the same prompt pool for every brand. Brands above the median citation rate have stronger presence in evaluation-stage queries.
Brands to know
In this category
Birdeye
Scored 72 and posted the sharpest three-month climb (+14). Models are noticing its reputation-management heritage crossing into live-chat workflows.
Read brand profile →Tidio
Appears in 87 prompts (56.9% shortlist rate) and ties Zendesk and HappyFox Chat at 71. Strong showing for a brand often positioned below Intercom in market share.
Read brand profile →Intercom
Dominates shortlist volume (415 mentions, 100 prompts) but fell 6 points and ties LiveChat at 49 in head-to-head evals. Still the consensus anchor, not the runaway winner.
Read brand profile →LiveChat
Matches Intercom's 49 eval score across 27 comparison queries despite a composite score of only 12. High name recognition meets middling AI recommendation strength.
Read brand profile →Freshdesk
Fourth by shortlist rate (42.5%, 148 mentions) and scores 58 composite, 42 eval. Fresh's ticketing pedigree translates into consistent chat mentions across all four models.
Read brand profile →Citation sources
Where AI pulls citations from
587 citations captured across Live Chat prompt runs.
Vendor pages
245Product, help, and marketing pages from tracked vendors
Independent sources
131Reviews, encyclopedias, forums, press — not vendor-owned
Buyer questions
What AI cites for top Live Chat questions
Most-cited prompts across the buyer journey. Click any prompt to see the actual URLs AI engines link to.
Discovery
Buyers exploring the category- Foodpanda - DEMETER ICTdemeterict.com
- Best Live Chat Software (2026)supportbee.com
- Respond.iowikipedia.org
- Wati.iowikipedia.org
Evaluation
Buyers comparing optionsWant to know if AI cites your brand for Live Chat?
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