23 Min
In today’s digital world, companies must adopt technology to improve the customer experience. Artificial intelligence (AI) is changing the customer service game, helping businesses exceed customer expectations.
According to Oracle, 80% of companies are using chatbots, and 36% plan to implement AI in the next year. In 2024, companies will increasingly adopt AI to improve the customer experience.
Implementing AI technologies in CX is essential for companies to remain competitive and relevant in today’s market. AI-powered software or devices that use machine learning and natural language processing can provide instant solutions, streamline communication, and provide personalized service 24/7.
Now is the time for companies to explore and embrace the use of artificial intelligence in CX to deliver unparalleled customer experiences and drive revenue growth. In this blog, we explore the need to implement AI in CX, look at the 15 best AI customer service software of 2023.
Table of contents
How Can You Use AI to Enhance Your Customer Service?
With many AI tools at our disposal, companies find it difficult to choose one AI platform. To make it easier, we have listed down some key ways to use AI in customer service. By understanding these, making a choice on the type of platform you need for your business will become easier.
Let’s look at some ways to use AI in customer service.
1. Automated Chatbots and Virtual Assistants
AI-powered chatbots and virtual assistants can manage routine customer queries and give instant responses, freeing employees to focus on more complex matters.
These chatbots have Natural Language Processing (NLP) capabilities to understand customer questions and provide relevant and accurate information. They can provide 24/7 support and ensure customers receive a quick response no matter the time of day.
2. Personalized Customer Interactions
AI analyzes customer data to create detailed customer profiles. Companies can offer highly personalized customer interactions by understanding customer preferences, purchase history, and behavior patterns.
AI algorithms can recommend products, services, or solutions tailored to the individual customer, improving the overall customer experience and increasing sales opportunities and customer loyalty.
3. Predictive Analytics and Problem Solving
AI algorithms analyze massive amounts of data to predict customer behavior and identify potential problems before they become serious. By recognizing patterns and trends, companies can proactively respond to customer concerns, preventing problems before they arise.
Predictive analytics can also optimize inventory management and ensure products are available when customers need them, improving customer satisfaction.
4. Customer Sentiment Analysis
AI-powered sentiment analysis tools can assess customer sentiment based on interactions, reviews, and opinions. By understanding customer emotions, companies can measure customer satisfaction and identify opportunities for improvement.
Sentiment analysis helps companies respond quickly to dissatisfied customers, resolve problems, and protect customer relationships.
5. Self-Service Support
AI-powered self-service tools can enable customers to find solutions to their problems themselves. Chatbots and automated systems can guide customers through troubleshooting steps, offer product tutorials, and answer frequently asked questions.
Creating a comprehensive AI-powered knowledge base ensures customers can access relevant information quickly, reducing the need for direct customer-agent interactions.
6. Call Center Optimization
AI-powered systems can optimize call center operations by automatically routing calls to the most appropriate agents based on the type of request and agent expertise. Voice recognition technology can transcribe and analyze customer conversations in real-time and provide agents with relevant information and suggestions, resulting in more effective and personalized interactions.
By using AI, companies can significantly improve their customer service offerings by providing faster, more personalized, and efficient support, ultimately leading to greater customer satisfaction and loyalty.
15 Best AI Customer Support Software for 2024
Let’s delve into the innovative world of AI-powered customer service tools, exploring their capabilities and showcasing how they can revolutionize your business’s customer interactions.
- Knowmax
- Freshchat
- Drift
- Intercom
- Chatfuel
- Zendesk
- Tidio
- Hubspot
- Landbot.io
- Mobile Monkey
- Aivo
- Manychat
- Chatbot.com
- Ada
- Helpscout
1. Knowmax
Knowmax is an AI-powered, CX-first knowledge management system that leverages Gen AI to automate knowledge management for you. Knowmax assists your agents and knowledge authors with AI expertise so they seamlessly streamline their processes to provide better customer support.
Knowmax is a single source of truth that extends beyond standard knowledge base articles and FAQs to include advanced KM capabilities like interactive decision trees and visual how-to guides. Hence, Knowmax helps your business provide seamless customer service across channels but also assists your agents to work smoothly and cater to customers in a better way.
Knowmax seamlessly integrates with your existing CX tools and channels, such as CRM, chat, telephone, etc., which empowers support representatives to access guided and contextually relevant knowledge within their workflow, enabling them to concentrate on the problem at hand rather than worrying about locating the right information at the right time.
For pricing, contact sales@knowamx.ai
2. Freshchat
Freshchat’s cutting-edge AI capabilities have changed the landscape of customer service software. One of its notable features is the implementation of intelligent chatbots based on natural language processing algorithms.
These chatbots not only understand customer queries but also respond in a human manner and complete routine tasks efficiently. Additionally, Freshchat’s AI engine provides contextual answers, drawing on past interactions and customer data to deliver highly personalized solutions.
The software also facilitates self-service support with an AI-powered knowledge base so customers can find answers. Real-time sentiment analysis allows companies to gauge customers’ emotions and intervene quickly to address dissatisfaction before it escalates.
Price: Free plan available; paid plans start at $15/month
3. Drift
At the heart of Drift’s offering is a conversational marketing platform that uses artificial intelligence to redefine customer interactions. Drift chatbots, equipped with advanced artificial intelligence and natural language processing, can interact with website visitors in real-time.
These chatbots are not typical autoresponders; they can understand and answer questions context-appropriately, ensuring a conversation on a human level.
One of Drift’s most notable AI features is its ability to qualify effectively and route leads. The AI system intelligently assesses the availability of website visitors for sales conversations, ensuring that only high-potential leads reach agents.
Additionally, Drift’s AI capabilities extend beyond chatbots. The platform uses artificial intelligence for lead scoring and analysis, enabling companies to gain valuable insights into customer behaviour and preferences.
Price: Free plan available; paid plans start at $50/month
4. Intercom
Intercom has become a significant player in the customer service software industry, and its appeal lies primarily in its advanced artificial intelligence capabilities. The platform seamlessly integrates artificial intelligence to simplify customer interactions and optimize support processes.
Intercom’s chatbots use artificial intelligence and natural language processing (NLP) to understand customer questions and provide personalized answers. This reduces response times and ensures customers receive accurate and relevant information quickly.
Intercom’s AI expands its capabilities to include automatic ticket routing and prioritization. By analyzing the content and urgency of service calls, the system automatically classifies calls and assigns them to the most appropriate agents.
Price: Free plan available; paid plans start at $87/month
5. Chatfuel
Chatfuel is a customer service software known for its powerful AI capabilities that revolutionize customer interactions. Chatfuel chatbots efficiently handle frequently asked questions and complex customer queries by providing instant, accurate, personalized answers. One of the most notable features of AI Chatfuel is its ability to integrate with various platforms and services, making it a versatile tool for businesses.
Using artificial intelligence, Chatfuel automates repetitive tasks so customer support teams can focus on more complex issues that require human intervention. Chatfuel’s artificial intelligence analyzes customer interactions in real time, enabling companies to gain valuable insights into customers’ preferences, behaviors, and feelings.
Price: Free plan available; paid plans start at $15/month
6. Zendesk
Zendesk, with its advanced artificial intelligence capabilities, is redefining customer service interactions. Whether answering frequently asked questions or guiding users through troubleshooting steps, Zendesk chatbots ensure customers receive accurate and timely support, resulting in greater satisfaction.
One of the critical benefits of Zendesk AI solutions is their robust automation capabilities. The system automates routine tasks, ticket routing, and categorization, ensuring efficient management of service requests.
Zendesk AI also includes predictive analytics, which helps companies anticipate customer needs and potential problems by analyzing historical data and behavioural patterns.
Price: Free plan available; paid plans start at $19/month
7. Tidio
Tidio’s AI can automatically qualify and route leads, enabling efficient allocation of support requests. By assessing website visitors’ readiness for sales conversations, Tidio ensures that high-potential prospects are directed to the right people. This optimization of resources, in turn, leads to more personalized and timely interactions.
In addition, Tidio’s artificial intelligence complements the analysis and provides companies with valuable insights into customer behavior, preferences, and feelings. By leveraging AI-driven data, companies can refine their support strategies to provide customers with a more personalized and efficient experience.
Price: Free plan available; paid plans start at $19/month
8. Hubspot
HubSpot, a major player in the marketing and customer service software market, has integrated advanced AI features to improve customer service. HubSpot’s chatbots handle routine queries and can help solve more complex tasks by providing quick and efficient assistance.
HubSpot’s AI capabilities go beyond chatbots. The software uses predictive analytics to anticipate customer needs and help companies proactively solve problems. By analyzing customer data and behavior, HubSpot can predict potential problems before they become serious, improving customer satisfaction.
Additionally, HubSpot’s AI integrates with CRM and marketing automation capabilities, allowing companies to develop more personalized and targeted support strategies.
Price: Free plan available; paid plans start at $45/month
9. Landbot.io
Landbot.io is an all-in-one customer support software with robust AI capabilities, making it a powerful tool for businesses looking for interactive and effective customer interactions. Landbot.io’s AI capabilities enable businesses to automate customer service processes by addressing frequently asked questions, guiding users through troubleshooting steps, and helping them answer all conversational questions.
One of Landbot.io’s strengths is its ability to seamlessly integrate with other tools and platforms, expanding its AI capabilities. Companies can connect Landbot.io with CRM systems and other customer service software to provide a unified, data-driven approach to customer interactions.
Landbot.io’s artificial intelligence also provides logic and decision-making capabilities, allowing companies to create interactive decision trees and workflows. These decision trees handle complex scenarios and ensure that users are directed to the right solution, service, or product based on their needs.
Price: Free plan available; paid plans start at $30/month
10. Mobile Monkey
MobileMonkey, known for its innovative chatbot solutions, harnesses the power of artificial intelligence to revolutionize customer engagement and service. Whether answering customer inquiries, providing product information, or guiding users through complex scenarios, MobileMonkey’s chatbots offer instant, accurate, and personalized support, significantly improving the customer experience.
MobileMonkey’s AI doesn’t stop at chatbots; it extends to advanced automation functions. The platform offers intelligent tools for building drag-and-drop chatbots, enabling companies to create complex decision trees and workflows.
Price: Free plan available; paid plans start at $19/month
11. Aivo
Aivo chatbots excel at providing fast, personalized support, increasing overall customer satisfaction. Aivo AI goes beyond chatbots as it integrates with decision trees and intelligent workflows. This allows companies to automate tasks, from routine queries to more complex customer interactions.
The platform’s automation features help to optimize processes, shorten response times, and thus ensure effective problem-solving. Additionally, Aivo proactively uses predictive analytics to respond to customer needs and concerns.
Price: Free plan available; paid plans start at $39/month
12. Manychat
ManyChat, a customer service software market leader, leverages advanced artificial intelligence capabilities to deliver dynamic, personalized customer interactions. These chatbots have advanced NLP (Natural Language Processing) algorithms to understand user questions and provide contextual answers.
One of the main advantages of ManyChat is the ability to create interactive and automated decision trees. These decision trees can automate tasks, from lead qualification to order fulfillment.
ManyChat’s AI capabilities also include predictive analytics, enabling companies to proactively respond to customer needs and concerns. ManyChat helps companies anticipate and resolve potential issues before they escalate, resulting in higher customer satisfaction.
Price: Free plan available; paid plans start at $15/month
13. Chatbot
The basis of Chatbot.com’s offering is advanced chatbot technology based on artificial intelligence. These chatbots have advanced natural language processing (NLP) algorithms to understand complex user queries and provide intelligent, contextual responses.
One of the critical advantages of Chatbot.com is the ability to integrate seamlessly into various platforms and services. This integration allows companies to automate tasks, streamline customer interactions, and improve efficiency.
Chatbots.com’s AI capabilities also include sentiment analysis, which enables the system to assess customers’ emotions and respond with empathy, improving the overall customer experience.
Price: Free plan available; paid plans start at $30/month
14. Ada
Ada is a customer service software that features robust AI capabilities and is redefining the way businesses interact with customers. Ada chatbots handle many requests, from answering frequently asked questions to guiding users through complex processes providing fast, personalized support.
One of Ada’s key features is the ability to create and manage decision trees and dynamic workflows. Companies can automate tasks using these decision trees, from lead qualification to problem resolution.
Ada’s automation features optimize support processes, significantly reduce response times, and increase overall efficiency. Ada’s AI capabilities also support multi-channel customer service, ensuring consistency and consistency across all platforms.
Price: Free plan available; paid plans start at $49/month
15. Helpscout
HelpScout, an established customer service software brand, leverages advanced AI capabilities to improve customer experience. The core of HelpScout’s offering is a set of AI-powered features that streamline support processes and provide efficient, personalized support. This includes using machine learning to classify and prioritize support tickets.
HelpScout’s AI can automatically assign tags and route incoming requests to the most appropriate team members, significantly improving response times and efficiency.
Beacon, HelpScout’s AI-powered chatbot, is crucial in customer interaction. Beacon utilizes natural language processing (NLP) to engage in real-time customer conversations. It can understand and respond to user inquiries, offering assistance on various topics.
Price: Free plan available; paid plans start at $20/month
Leveraging AI Wisely to Enhance Customer Support
AI in customer service represents a significant technological advancement, but it is essential to remember that AI alone is not a panacea for all customer service challenges. Providing the best customer service requires a combination of artificial intelligence and human knowledge.
While AI is good at handling routine and repetitive tasks, it lacks the empathetic understanding and emotional intelligence humans bring to customer interactions. Clients often seek human connection, particularly in complex or emotionally charged situations where empathy and understanding are essential.
Agents can adapt to customers’ needs, understand their concerns, and solve complex problems using critical thinking and emotional intelligence.
By combining artificial intelligence with these robust tools and human knowledge, companies can promote trust, transparency, and accountability and ensure that the benefits of AI are aligned with customer service values.
Use artificial intelligence as a valuable tool to serve customers, but always remember the irreplaceable value of human knowledge. The synergy of both creates a seamless and efficient customer service ecosystem, ensuring every customer interaction is personal, empathetic, and solution-focused.
