An AI native help desk or zendesk and intercom are not nearly as important as the fact that whichever option you go for should be able to make the work of the support team alot lighter. Once the platform which has been setup for customer support helps make the work of the support team easier, every other feature just makes sense but as long as the system doesn’t lighten the work of the support team, no matter how good it looks or how impressive the features are, then the AI isn’t of much help.