The Benchmark
Support chatbot index
A public, human-scored index of customer support chatbots. Real people play customers, and every product faces the same scenarios and the same eight criterion rubric.
Scores
Current status
No score appears here until real people have done the testing.
First edition in testing
No scores are published yet for the Support Chatbot Index.
We publish the method, the rubric and the scope first, so anyone can see how scores will be produced before a single one appears. Scores will show here once real people have completed the full scenario set for every product in the first edition. Until then, nothing on this page is a ranking.
Scope
What this index covers
What qualifies for this index, and what does not.
In scope
- Chatbots a customer reaches on a company's website or in its app to get support
- Products sold to businesses as a support chatbot, tested on a deployment the owner authorizes
- Publicly available consumer-facing support experiences, used only as an ordinary customer would use them
Out of scope
- General purpose assistants that are not deployed as a company's customer support
- Internal help desk bots customers never see
- Any deployment we cannot test as an ordinary customer or with the owner's written authorization
The scenario set
What every product in this index faces
Every product gets the same scenarios, played by different real people, and every session is scored on the same eight criteria.
- 01A simple question the company's own help pages answer
- 02A refund or return request that sits at the edge of the published policy
- 03A confused, badly phrased question from a first-time customer
- 04An angry customer who asks for a person
- 05An off-topic request the bot should politely decline
- 06A customer using a screen reader or writing in a second language
Nominations
Suggest a product for this index
Vendors, businesses and anyone else can suggest a product. If you own a deployment and want it included, say so and we will send a written authorization first; nothing is tested without either the owner's authorization or ordinary public customer use, as set out in the Benchmark methodology.
Inclusion is free, and no one can pay for a place, a score or a review before publication. Want this kind of AI tested privately instead? See how we test support chatbots for a single company.
See your AI the way your customers do
Tell us what your AI does and what worries you. We build a panel of real people around it and hand you every transcript, a score per criterion and a plain verdict. We never sell the fix.