Os 10 melhores softwares de atendimento ao cliente com IA em 2026

Análises dos melhores softwares de atendimento ao cliente com IA

1. 

   1

   Yuma

   Best for billing only human-free resolutions

   • Free demo + 30-day free trial available
   • From $1.20/resolution

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   Customer Rating:3.3/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

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   Yuma is an AI customer service platform built for ecommerce that automates full ticket resolution across email, chat, SMS, WhatsApp, social channels, and voice—handling backend actions like refunds, returns, and order changes directly inside your existing helpdesk.

   Who Is Yuma Best For?

   Yuma is a strong fit for ecommerce brands that want AI to fully own ticket resolution—not just assist agents—across their existing helpdesk.

   Why I Picked Yuma

   I picked Yuma as one of the best because its billing model is built around a genuinely rare premise: you only pay when a ticket is fully resolved without any human involvement. That means a refund processed, a return label created, or a subscription paused—start to finish, no agent touch. Yuma's Gradual Rollout feature lets you scale a new Playbook from 10% of matching conversations up to 100% as confidence builds, so you're never deploying blind.

   Yuma Key Features

   • Omnichannel channel mapper: Handles inbound email, live chat, SMS, WhatsApp, contact forms, Instagram and Facebook messages and comments, and outbound email and SMS from a single Handbook.
   • Proactive outbound messaging: Triggers outbound email or SMS conversations from events like order placement, parcel arrival, or abandoned checkout, with scheduled follow-ups.
   • CX Dashboard and Insights Advisor: Tracks automation rate, escalations, intent breakdowns, and response times, and surfaces weekly trend reports with suggested actions.
   • Voice AI agent: Answers inbound support calls around the clock and executes backend actions during calls using the same Handbook that governs email and chat.

   Yuma Integrations

   Yuma lists 62 native integrations, including Shopify, Gorgias, Zendesk, Recharge, Loop Returns, Klaviyo, Salesforce Service Cloud, and WooCommerce. It supports custom actions through API or MCP connections, while Web Actions can operate tools without an API.

   Pros and Cons

   Pros:

   • Onboarding help builds and refines autopilots
   • Playbook simulations support iterative tuning
   • Resolves roughly 30% of tickets unaided

   Cons:

   • Agent delegation ignores individual backlog
   • Ticket-field completion logic can misfire
   Learn more about Yuma:

   • Check out Yuma on their website
2. 

   2

   Gradient Labs

   Best for generative AI support agents

   • Free demo available
   • Pricing upon request

   Visit Website

   

   Gradient Labs is an AI customer service platform built for financial services teams, offering a suite of specialist AI agents to handle customer support, disputes, collections, onboarding, and KYC across voice, chat, email, and SMS.

   Who is Gradient Labs Best For?

   Gradient Labs suits customer service teams in regulated financial services companies, including fintechs, banks, and lenders that handle large volumes of sensitive customer interactions.

   Why I Picked Gradient Labs

   I picked Gradient Labs as one of the best because its generative AI support agents go well beyond scripted responses. Each agent remembers past conversations and takes real actions, like freezing a lost card or tracing a missing payment, without handing off to a human. What I also like is that the agents are trained on your SOPs and real conversation history, not just a help center, so they mirror how your best agents actually operate.

   Gradient Labs Key Features

   • Omnichannel agent deployment: Deploy AI agents across voice, chat, email, SMS, and social media from a single platform.
   • Built-in compliance guardrails: More than 20 automated safety checks run on every conversation turn to meet regulatory requirements.
   • Automated quality assurance: Every customer interaction is reviewed and scored, with no manual sampling required.
   • Proactive outreach: AI agents initiate outbound conversations for collections, renewals, and follow-ups without human prompting.

   Gradient Labs Integrations

   Gradient Labs offers native integrations with Intercom, Zendesk, Salesforce, Freshdesk, Twilio, RingCentral, Genesys, NICE, and LoanPro, along with connections to payment networks like Visa, Mastercard, and PayPal. An API is also available for custom integrations, and you can connect via CSV upload or directly within your existing tools. Zapier support lacks clear documentation.

   Pros and Cons

   Pros:

   • Reports CSAT scores rivaling human agents
   • Handles regulated financial service queries well
   • Trains agents on real conversation history

   Cons:

   • Very few third-party reviews available yet
   • Primarily focused on financial services verticals
   Learn more about Gradient Labs:

   • Check out Gradient Labs on their website
3. 

   3

   Freshdesk

   Best for contextual conversation routing

   • Free trial available
   • From $19/user/month (billed annually)

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   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Freshdesk is an AI-powered customer service platform from Freshworks that unifies ticketing, omnichannel conversations, autonomous AI agents, and agent copilot assistance across email, chat, voice, and social channels.

   Who Is Freshdesk Best For?

   Freshdesk is a strong fit for mid-market support teams that need scalable AI-powered service without the setup complexity of enterprise contact center platforms.

   Why I Picked Freshdesk

   Freshdesk earns its spot on my shortlist because of how precisely Freddy AI handles contextual conversation routing. At the Enterprise tier, skill-based routing matches incoming conversations to agents based on expertise, conversation history, and customer context, not just channel or keyword. I also like that round-robin and load-balanced assignment work alongside these rules, so my team's workload stays balanced even during high-volume periods without manual intervention.

   Freshdesk Key Features

   • Freddy AI Copilot: Gives agents real-time response suggestions, summarization, and live translation directly inside the conversation window.
   • Omnichannel command center: Unifies customer interactions from email, chat, voice, social, and messaging apps in a single ticketing view.
   • Custom analytics and dashboards: Provides ticket trends, CSAT reporting, and performance analytics across all channels.
   • No-code AI workflow builder: Lets teams design and manage automations, bot flows, and escalations without engineering support.

   Freshdesk Integrations

   Freshdesk offers native integrations with Salesforce, HubSpot, Slack, Microsoft Teams, Shopify, Jira, Google Workspace, Mailchimp, WhatsApp, and Zoom. An API is available for custom integrations.

   Pros and Cons

   Pros:

   • Unified omnichannel inbox across voice, chat, email
   • Skill-based routing uses live conversation context
   • Freddy AI handles complex multi-turn conversations autonomously

   Cons:

   • Reporting customization limited on lower-tier plans
   • Advanced AI features locked behind Enterprise tier
   Learn more about Freshdesk:

   • Check out Freshdesk on their website
   • Read my in-depth review of Freshdesk
4. 

   4

   Nextiva

   Best for AI-powered customer insights

   • Free trial available
   • From $15/user/month (billed annually)

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Nextiva is a cloud-based customer experience management platform that provides businesses with a unified solution for voice, video, messaging, and collaboration. Known for its reliability and robust feature set, Nextiva is designed to streamline business communication and enhance customer engagement across a wide range of channels.

   As an AI-powered software, Nextiva offers intelligent bots designed to handle routine customer inquiries and provide instant, personalized support. Another key AI feature is Nextiva's call pop functionality, which provides agents with critical customer information and context before they even pick up the call. This includes customer sentiment, past interactions, and account value, enabling agents to deliver highly personalized service.

   The platform also has voice analytics to analyze call data to provide insights into customer sentiment and agent performance. This is complemented by Nextiva’s AI-driven customer journey orchestration, which tracks and analyzes customer interactions across all touchpoints to predict customer needs and optimize engagement strategies. Additionally, Nextiva’s intelligent virtual assistants and AI bots can automate routine tasks, such as appointment scheduling and order processing.

   Integrations include HubSpot, Microsoft Teams, Zoho CRM, Zendesk, G Suite, Microsoft Outlook, Slack, ServiceNow, QuickBooks, SugarCRM, and NetSuite.

   Learn more about Nextiva:

   • Check out Nextiva on their website
   • Read my in-depth review of Nextiva
   • Explore best alternatives to Nextiva
5. 

   5

   Comm100

   Best with real-time multilingual chat translation

   • 30-day free trial
   • From $31/agent/month (billed annually)

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   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

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   Comm100 is an AI-powered customer engagement platform built for support teams in higher education, gaming, financial services, healthcare, and government, where an automated answer has to be accurate, traceable to an approved source, and deployable inside the organization's own infrastructure if required.

   Who Is Comm100 Best For?

   Comm100 fits mid-size to enterprise support teams in regulated sectors: universities absorbing admissions and advising volume, iGaming operators running 24/7 player support, credit unions, healthcare providers, and public agencies. The common thread is a governance requirement that a general-purpose bot cannot meet, whether that is HIPAA, PCI DSS, accessibility standards, or data residency.

   Why I Picked Comm100

   Comm100 earns a spot on my shortlist because of how well it handles unified communication channels, but also just how accurate it is. The AI Agent answers from knowledge sources that you connect, whether that’s a website URL, policy documents, a SharePoint or Google Drive folder, or Confluence directly. The AI Agent, along with live chat and ticketing & messaging, work seamlessly together to bring all channels (live chat, social messaging apps, Signal, and SMS) in one platform. The AI Agent layer sits across those channels, so automated responses and escalation logic apply consistently whether a customer reaches out via web chat or a messaging app.

   Comm100 Key Features

   • AI Agent: Uses natural language processing to answer questions, and answers from sources that you connect to ensure accuracy in responses.
   • Custom actions: You can configure the Comm100 AI Agent to complete tasks in conversations, such as booking appointments, checking balance, or creating custom workflows.
   • On-premises deployment: One of the only solutions on this list that offers on-premises deployment, meeting data residency rules for regulated businesses. 
   • Detailed reporting dashboard: Track chatbot resolution rates, agent response times, and customer satisfaction scores in one view. 

   Comm100 Integrations

   Comm100 offers native integrations with Salesforce, Zendesk, Microsoft Teams, Google Analytics, Shopify, and Slack. It also provides an API for custom integrations.

   Pros and Cons

   Pros:

   • Native coverage of Telegram, X, LINE, and WeChat alongside the mainstream channels
   • SOC 2 Type II, HIPAA, ISO 27001, and GDPR compliant
   • Adapts tone and language from plain-text instructions

   Cons:

   • Answer quality depends on the state of your existing knowledge base
   • Users report mapping challenges during CRM integration
   Learn more about Comm100:

   • Check out Comm100 on their website
   • Read my in-depth review of Comm100
6. 

   6

   My AskAI

   Best for rapid AI deployment without code

   • 30-day free trial
   • From $199/month

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   My AskAI is an AI customer service agent platform that deploys generative AI chatbots trained on your knowledge base to autonomously handle support tickets, execute customer actions, and surface conversation insights across your existing helpdesk tools.

   Who Is My AskAI Best For?

   It's a strong fit for SaaS, eCommerce, and marketplace support teams already running Zendesk, Intercom, Freshdesk, or Gorgias who want to add AI without switching platforms.

   Why I Picked My AskAI

   I picked My AskAI as one of the best because getting an AI agent live takes hours, not months. Connecting knowledge sources from Confluence, Notion, or Google Drive auto-syncs your content so the AI answers accurately from day one. I also like that AI Actions (like processing refunds or address changes) are defined in plain natural language, which means my team configures automated workflows without writing any code.

   My AskAI Key Features

   • QA testing dashboard: Run AI-scored evaluations of agent responses, including sendability checks and improvement suggestions.
   • Multilingual knowledge ingestion: Sync and auto-update documentation sources in over 95 languages for global support coverage.
   • Helpdesk ticket tagging: Automatically tag tickets by sentiment, topic, or urgency using AI-driven analysis.
   • Internal Slack and Teams mode: Deploy AI agents internally to answer employee questions directly in popular team chat apps.

   My AskAI Integrations

   My AskAI offers native integrations with Zendesk, Intercom, Gorgias, Freshdesk, HubSpot, and Freshchat.

   Pros and Cons

   Pros:

   • Auto-surfaces knowledge gaps from conversations
   • Accurately cites sources in every response
   • AI agent goes live in hours

   Cons:

   • Analytics depth lags behind enterprise platforms
   • Voice channel support is not available
   Learn more about My AskAI:

   • Check out My AskAI on their website
7. 

   7

   Creatio AI CRM

   Best for AI-powered workflow automation

   • Not available
   • From $40/user/month

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Creatio CRM is a no-code, AI-native CRM and service platform that combines case management, omnichannel support, AI agent building, and workflow automation for customer service teams.

   Who Is Creatio CRM Best For?

   Creatio CRM is a strong fit for mid-to-large enterprises that need highly customizable service workflows without heavy reliance on engineering resources.

   Why I Picked Creatio CRM

   I've included Creatio CRM in my top picks because its no-code AI agent builder lets service teams build and deploy custom AI agents without writing a single line of code. I like that you can connect your preferred LLM (OpenAI, Anthropic, or Gemini) directly to those agents, so the automation feels purpose-built rather than generic. The AI-powered case routing also automatically assigns incoming cases to the right service group and category, cutting manual triage out of the picture entirely.

   Creatio CRM Key Features

   • Omnichannel agent desktop: Combines chat, email, phone, and portal interactions in a unified workspace for service reps.
   • Process design studio: Lets teams build and update service workflows visually with no-code tools.
   • ITIL-based service management: Supports ITIL processes, including SLA tracking, escalation, and queue management.
   • Marketplace integrations: Expands functionality with pre-built connectors for CTI, e-commerce, document signing, and marketing apps.

   Creatio CRM Integrations

   Creatio CRM offers native integrations with Salesforce, DocuSign, Twilio, OpenAI, Microsoft 365, and Zapier. An API is available for custom integrations, and additional apps can be added from the Creatio Marketplace.

   Pros and Cons

   Pros:

   • ITIL-aligned case management built in
   • Supports multiple LLM connections natively
   • No-code AI agent builder included

   Cons:

   • AI features lag behind dedicated chatbot platforms
   • Complex initial platform configuration required
   Learn more about Creatio AI CRM:

   • Check out Creatio AI CRM on their website
8. 

   8

   Hiver

   Best for AI-powered omnichannel service

   • Free plan available
   • From $35/user/month

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Hiver is an AI-powered customer service platform that unifies email, chat, voice, SMS, and social channels in a single inbox, with autonomous AI Agents, an AI Copilot for agent assist, and built-in knowledge management and conversation QA.

   Who Is Hiver Best For?

   Hiver is a strong fit for SMB and mid-market support, finance, and IT teams that run their operations out of Gmail or Outlook and want a helpdesk without switching tools.

   Why I Picked Hiver

   Hiver earns its spot on my shortlist because of how its AI Agents actually execute actions, not just answer questions. I like that when a customer requests a refund, an AI Agent can pull the order from Shopify, check the return policy, and process it in Stripe without a human handoff. The AI Knowledge Builder auto-updates from resolved tickets, keeping the knowledge base current without anyone manually maintaining it.

   Hiver Key Features

   • Omnichannel inbox: Combines email, chat, voice, SMS, WhatsApp, and social channels into a single view for agents.
   • AI QA and analytics: Grades every agent response against quality standards and provides actionable conversation insights.
   • Skill-based routing: Routes incoming tickets automatically based on agent expertise and workload.
   • API and native integrations: Connects directly with tools like Salesforce, Jira, Slack, NetSuite, and others for seamless workflows.

   Hiver Integrations

   Hiver offers native integrations with Salesforce, Jira, Slack, NetSuite, WhatsApp, and HubSpot, and provides an API for custom integrations.

   Pros and Cons

   Pros:

   • True omnichannel AI across voice and chat
   • Runs inside Gmail without switching tools
   • AI agents execute actions across connected systems

   Cons:

   • Less suited for large enterprise contact centers
   • Reporting depth lags behind dedicated analytics tools
   Learn more about Hiver:

   • Check out Hiver on their website
   • Read my in-depth review of Hiver
9. 

   9

   eDesk

   Best for ecommerce unified inbox management

   • Free trial available
   • From $39/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   eDesk is a solution tailored for ecommerce businesses seeking to improve customer service with AI-supported tools, including ecommerce unified inbox management for handling customer messages and order context together. It is suited for online sellers across major marketplaces who need to manage high support volume and maintain timely responses. With features such as a unified inbox and a 24/7 AI chatbot, eDesk helps teams keep customer communication organized and respond more consistently across channels.

   Why I Picked eDesk

   I picked eDesk for its ecommerce unified inbox management, which helps teams handle customer messages together with order context across sales channels. The platform also supports ticket routing so inquiries reach the appropriate agent, helping reduce resolution time. Its automation features handle common customer questions, allowing teams to focus on more complex support needs while managing high support volume more consistently.

   eDesk Key Features

   In addition to iecommerce unified inbox management, eDesk offers:

   • 24/7 AI Chatbot: Provides round-the-clock support to customers, handling inquiries when your team is unavailable.
   • Real-Time Insights: Offers analytics and reporting tools to track performance and customer satisfaction metrics.
   • Sentiment Analysis: Automatically evaluates customer messages to gauge sentiment and prioritize responses accordingly.

   eDesk Integrations

   Integrations include Brightpearl, Klaviyo, ChannelAdvisor, StoreFeeder, VoloCommerce, Veeqo, Linnworks, ShipStation, and Aftership.

   Pros and Cons

   Pros:

   • Seamless order data synchronization with major marketplaces
   • AI-powered automations improve response efficiency
   • Integrates rich order data for enhanced customer service

   Cons:

   • Reporting customization is limited for complex analysis
   • Primarily built for ecommerce, less flexible for other industries
   Learn more about eDesk:

   • Check out eDesk on their website
   • Read my in-depth review of eDesk
10. 

    10

    Help Scout

    Best for AI assisted customer replies

    • Free plan available
    • From $25/user/month

    Visit Website

    Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

    

    Help Scout is a customer support platform that combines a shared inbox, AI-powered reply drafting, conversation summarization, and an embedded AI chat agent capable of autonomously resolving customer inquiries across a knowledge base.

    Who Is Help Scout Best For?

    Help Scout is a strong fit for small to mid-sized support teams that handle high email volume and want AI to reduce manual drafting and response time.

    Why I Picked Help Scout

    I picked Help Scout as one of the best because AI Drafts genuinely changes how agents handle email volume. It generates a full reply from scratch using past conversations and help content, so agents aren't starting from a blank page. AI Assist then lets you shorten, expand, or shift the tone before sending. When a thread runs long, AI Summarize condenses the history into bullets so the next agent picks up context instantly.

    Help Scout Key Features

    • Unified multichannel inbox: Manage email, live chat, SMS, WhatsApp, Instagram, and Messenger conversations in one place.
    • Docs knowledge base: Create, brand, and publish self-service support articles for customers to resolve issues independently.
    • Custom workflows and automation: Automate routine tasks, assign tickets based on rules, and manage SLAs with built-in workflow tools.
    • Proactive in-app messaging: Send targeted messages, announcements, or NPS surveys to users directly within your product or website.

    Help Scout Integrations

    Help Scout offers native integrations with HubSpot, Salesforce, Jira, Slack, Shopify, Mailchimp, Aircall, and Zapier, and provides an API for custom integrations.

    Pros and Cons

    Pros:

    • Supports proactive in-product messaging alongside email AI
    • AI Summarize condenses long threads into bullets
    • AI Drafts generates context-aware replies automatically

    Cons:

    • AI chatbot restricted to knowledge base content
    • No native voice or phone channel support
    Learn more about Help Scout:

    • Check out Help Scout on their website
    • Read my in-depth review of Help Scout