Certainly AI builds agentic customer service agents: software that reasons through a request, takes actions in your connected tools and closes the conversation without a human. The agents run on web chat, email, SMS, social media and voice, and the vendor’s own pitch is that they “reason, act, and resolve.”
Certainly’s clearest difference is model choice. You can run agents on models from major providers such as Anthropic, Google and OpenAI, and the vendor also advertises access to a wide range of other models through a third-party gateway. Check the current model list on certainly.io.
Automatic failover switches models when one goes down, and routing can favour cheaper models for simple requests. That matters if you’ve been burned by a single provider’s outage or price change.
Agents plug into a large number of business tools such as Shopify, Zendesk and Salesforce, and the vendor says go-live can be quick. Check certainly.io for the current integration list and typical timelines.
Certainly suits CX leaders at larger companies who want fewer tickets and more conversions from chat. The vendor makes security and uptime claims, so check certainly.io for its current certifications and service level terms.
It’s a poor fit for a small store that needs a simple FAQ bot. Pricing isn’t something to count on seeing upfront, so you’ll likely talk to sales first. Check the vendor’s pricing page for current details.
And you’ll still want a human escalation path: autonomous agents don’t handle every edge case.
