The distinction between AI features added onto mature platforms and AI first products built around the agent as the primary interface is an important one. If you are already deep in Zendesk or Intercom, switching platforms just to get better AI rarely makes sense compared to simply turning on their AI layer. But if you are starting fresh or your current chatbot has hit a ceiling, the AI first options like Chatbase and Ada make more sense to evaluate side by side. That distinction probably matters more than any feature checklist.