Certainly
Bot platforms software
General-purpose AI agents
E-commerce personalization software
Help desk software
Live chat software
Customer self-service software
Customer service automation software
Digital customer service platforms
Agentic AI software
AI agents
AI customer support agents software
Conversational intelligence software
E-commerce software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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Small
Medium
Large
- Accommodation and food services
- Retail and wholesale
- Arts, entertainment, and recreation
What is Certainly
Certainly is an AI customer support agent platform used to automate customer service conversations across chat and messaging channels. It targets e-commerce and consumer brands that want to handle common support requests (e.g., order status, returns, product questions) and route complex issues to human agents. The product combines conversational AI with integrations to commerce and support systems so the bot can retrieve account and order data and trigger workflows. It is typically deployed as a self-service layer that reduces live-agent workload while keeping an escalation path to a help desk.
E-commerce oriented automation
The product is designed around common retail and e-commerce intents such as order tracking, returns, and product discovery. This focus can reduce time-to-value compared with general bot builders that require more custom intent design for commerce scenarios. Integrations to commerce and support tooling help the bot act on real customer data rather than only answering FAQs.
Human handoff and routing
Certainly supports escalation from automation to human support when confidence is low or the request is complex. This is important for maintaining resolution rates and avoiding dead-end bot experiences. Routing and context transfer can reduce repetition for customers and shorten handle time for agents.
Self-service at scale
AI-driven self-service can deflect repetitive tickets and chats, especially for high-volume inquiries. Centralized intent management and analytics typically help teams monitor containment, top issues, and failure cases. This supports continuous improvement without rebuilding the entire experience.
Integration depth varies
The quality of automation depends on how deeply the product integrates with a company’s order management, CRM, and help desk systems. If only shallow integrations are available, the bot may be limited to informational responses rather than completing actions. Some organizations may need custom development to reach desired workflow coverage.
Ongoing training and governance
Maintaining high accuracy requires continuous tuning of intents, knowledge sources, and escalation rules as policies and catalogs change. Teams often need processes for reviewing conversations, updating content, and managing edge cases. Without governance, automation can drift and increase escalations or incorrect answers.
Not a full help desk
Certainly functions primarily as an automation and conversational layer rather than a complete ticketing/help desk system. Organizations that need end-to-end case management, workforce tools, and advanced reporting may still require a separate help desk platform. This can add operational complexity across multiple systems.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Starter | Not publicly listed — contact sales | Up to 24k annual conversations; Pre-built integrations library & KB training; Unlimited AI Agents; Web widget channel only; Standard email support; Access to Video Academy; "Contact us" shown on pricing page. |
| Professional | Not publicly listed — contact sales | Up to 120k annual conversations; 3 custom workflows (with annual agreement); Unlimited AI Agents; Web + 1 channel (choose between Meta/Email); CRM-driven personalization; Pooled success team; "Contact us" shown on pricing page. |
| Enterprise | Not publicly listed — contact sales | Up to 300k annual conversations (cap noted with *); 5 complex workflows (with annual agreement); Unlimited AI Agents; Unlimited channels; White-label customization; Dedicated success manager; "Contact us" shown on pricing page. |
Notes: Conversation caps are annual; overage/upgrade guidance referenced on the pricing page; add-ons (Dedicated Onboarding, AI Consulting, Custom Commercials) are listed as additional paid services.
Seller details
Certainly
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