Overview Leaderboard Methodology
Industry Report

Live Chat Providers

In-app and website chat solutions focused on real-time messaging, visitor tracking, and chatbots for support and sales.

Brands tracked: 33
Brands analyzed: 33
Last updated: 2026-04-22
Model: OpenAI GPT-5
Prompts: 263
Total responses: 1,330
Top Brand Overall?
Intercom
92/100

Highest overall AI Visibility Score in this industry.

LBA Leader?
Zendesk
88

Highest score on the LBA metric in this industry.

Authority Leader?
Intercom
97

Highest score on the Authority metric in this industry.

TOM Leader?
Intercom
100

Highest score on the TOM metric in this industry.

Intercom is the default answer in AI responses for Live Chat Providers

Intercom and Zendesk together dominate AI responses for Live Chat Providers. Both brands consistently surface unprompted, with the model treating them as the default answers for most category queries. Brands outside the top two face a structural disadvantage: users are usually given these two before the model even considers alternatives.

Brand Leaderboard All 33 Live Chat Providers brands ranked

Ranked by overall AI Visibility Score (smoothed geometric mean of LBA, Authority, and TOM with an LBA-based floor on Authority and TOM, see methodology). Click any brand for the full report.

# Brand LBA Authority TOM Overall
1
Intercom
intercom.com
 80
97
100
92
2
Zendesk
zendesk.com
 88
82
93
88
3
LiveChat
livechat.com
 78
51
65
64
4
Tidio
tidio.com
 69
40
78
60
5
Crisp
crisp.chat
 74
35
76
58
6
Freshworks
freshworks.com
 80
28
53
50
7
Drift
drift.com
 86
20
63
49
8
HubSpot
hubspot.com
 86
18
53
45
9
Gorgias
gorgias.com
 76
8
40
31
10
tawk.to
tawk.to
 62
22
6
22
11
Salesforce
salesforce.com
 87
9
9
21
12
Help Scout
helpscout.com
 71
7
10
19
13
LivePerson
liveperson.com
 73
7
7
18
14
Zoho
zoho.com
 73
7
7
18
15
Ada
ada.cx
 67
7
7
17
16
Landbot
landbot.io
 69
7
7
17
17
LiveAgent
liveagent.com
 71
7
7
17
18
Podium
podium.com
 63
6
6
16
19
Userlike
userlike.com
 64
6
6
16
20
HelpCrunch
helpcrunch.com
 62
6
6
15
21
JivoChat
jivochat.com
 62
6
6
15
22
Acquire
acquire.io
 57
6
6
14
23
Olark
olark.com
 55
6
6
14
24
SnapEngage
snapengage.com
 56
6
6
14
25
Chatra
chatra.io
 50
5
5
13
26
Kayako
kayako.com
 53
5
5
13
27
Comm100
comm100.com
 49
5
5
12
28
ProProfs Chat
proprofschat.com
 47
5
5
12
29
Pure Chat
purechat.com
 49
5
5
12
30
Smartsupp
smartsupp.com
 49
5
5
12
31
Chaport
chaport.com
 42
4
4
11
32
ClickDesk
clickdesk.com
 44
4
4
11
33
REVE Chat
revechat.com
 43
4
4
11

How is this calculated? Methodology

Every brand in this leaderboard is scored against the same set of 263 shared Live Chat Providers prompts. The same prompts, same model, same iterations. So differences in scores reflect actual differences in AI visibility, not differences in measurement.

Overall AI Visibility Score
Smoothed geometric mean of LBA, Authority and TOM. Authority and TOM are floored at LBA × 0.1 before the geometric mean (the same floor used in the per-metric cards above, so brand cards and the composite tell the same story). Formula: composite = ((LBA + 5)(Authority + 5)(TOM + 5))^(1/3) - 5. The floor keeps brands the model clearly recognises but doesn't yet recommend from collapsing to zero, while a single genuinely weak metric still pulls the composite down. Full methodology.
Shared industry prompts
For Authority and TOM, all brands in the industry are scored against the same 263 category prompts (e.g. "best SEO tools for agencies"). This makes brand-to-brand comparisons valid - everyone faces identical inputs. LBA prompts are per-brand because they ask brand-specific questions.
Latent Brand Association (LBA)
5 brand probes + 1 control prompt, each run 5 times in recall mode (no web search). LBA = quality × meta × stability × share × recognition × 100. Read the full LBA methodology →
LLM Authority
50 organic category prompts (discovery, comparison, problem and transactional intents), each run once in recall mode and once in retrieval mode. Score = frequency × log-decayed prominence × intent weight, then 50/50 averaged across the two modes. Read the full Authority methodology →
Top of Mind (TOM)
15 high-volume discovery prompts (sourced from Keywords Everywhere search-volume data), each run 5 times in pure recall mode (no web). Score = frequency × (0.5 + 0.5 × log-prominence), volume-weighted. Read the full TOM methodology →