This is the ultimate list of the best AI customer service software in 2022. It contains the best AI-driven customer service software along with some bonus AI customer service apps. I also cover a couple of FAQs related to AI customer service solutions.
Customer service AI platforms combine human customer support models and behavioral nuances with machine learning data points to deliver human-like customer resolutions and support at scale. This helps in enabling your business to handle multiple customer queries at the same time and fetch efficient resolutions.
67% of customers will try self-service customer service before seeking out an agent or representative. AI customer service solutions can help optimize these interactions so the customer gets what they need without waiting in a queue. More importantly, AI is the future: some estimate that 95% of customer interactions will be handled by AI/ML by 2050.
In this article, I will talk about the 10 best AI customer service software that will help deliver human-like customer support at scale and solve customer queries in automation.
Related Read: Pros And Cons Of Customer Service Automation
AI Customer Service Software: Comparison Criteria
What do I look for when I select the best AI customer service apps? Here’s a summary of my evaluation criteria:
- User Interface (UI): Is it clean and attractive? Is the interface menu simple and without confusing options? Is it clutter-free and free from off-topic features?
- Usability: AI customer service software is mostly used by support agents and customer relationship managers who are more focused on optimizing human interaction than on coding. Hence, an AI customer service software should be easy to use and without any complicated setups involved.
- Integrations: Is it easy to connect with other tools? Any pre-built integrations? The best customer intelligence platforms work seamlessly with a vast variety of applications that deal with customer data like helpdesk tools, community platforms, and CRM software.
- Value for $: How appropriate is the price for the features, capabilities, and use case? Is pricing clear, transparent, and flexible?
AI Customer Service Software: Key Features
Intent prediction anticipates when customers need assistance and delivers it to them in a proactive way. This intent prediction is generated by analyzing the customer behavior pattern in the form of clicks, views, drop-offs, purchases, and more activities performed on the website. This helps the AI generate intent predictions that it can then use to message the customer and suggest them the next best action.
Contextual routing of conversations
An AI customer service software should have the ability to route complex customer queries to the right agent group while handling simpler queries via its AI chatbot. This automated routing to the right group based on the context of the conversation is a vital feature that helps save time and cost from the manual handling of each and every query by the human support team.
Contextual chatbots run on machine learning models and anticipate problems to deliver resolutions. These chatbots use your FAQs and knowledge base to fetch information snippets and present them in the form of solutions in a simple human-like conversational way. An AI customer service software uses these chatbots to deliver solutions to generic customer queries in an easy-to-understand (and non-techy!) way.
Every customer has their preferred messaging platform for communication. An AI customer service software should have the feature to connect with your customers on different messaging platforms and channels with seamless omnichannel integration. It should have the ability to streamline customer interaction across platforms like WhatsApp, Facebook, Apple Business Chat, apart from the company website and mobile app.
An online business usually has customers in more than 1 country. Quite often, these customers do not speak English and hence prefer a solution in their native language. A good AI customer service software should have the ability to fetch interactions and talk with the customer simultaneously in multiple languages. This can elevate any business into a truly global brand.
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Overviews Of The 10 Best AI Customer Service Software
Here’s a brief description of each of the AI customer service apps on my list, showing what it does best, plus screenshots to showcase some of the features.
Tidio is a customer service platform that comes with features that help level up your customer support and in turn generate more sales. With an easily accessible live chat widget, Tidio makes your business available to your customers 24/7, while AI-powered chatbots engage with them in real-time.
Tidio is trusted by 300,000+ websites worldwide today.Tidio is designed and built for small businesses. It is delightfully easy to set up and use, so you can transform your customer service into a sales machine in no time.Connect Messenger, Instagram, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile.
Tidio easily integrates with all websites and platforms like WordPress, Shopify, Wix, BigCommerce, and many others.
Tidio is free for 3 operators and up to 100 unique visitors.
Paid plans costs from $39/month and come with a 7-day free trial.
Custify is a customer success software designed primarily for SaaS businesses.It focuses on all the aspects of consumer involvement with your business including customer lifecycles, product adoption, and upsell opportunities.
Custify can automate basic customer service actions, like welcome emails, low engagement jump-starts, and personalized renewal processes.
Custify assigns health scores to each client, which identifies potentials for churn or profit and flags your team to intervene with context-specific messaging where appropriate.
Scheduled emails can be sent to sales, management, and stakeholders to keep them informed about company performance. Basic customer service solutions can be handled by their entry-level plan but upgrading will unlock project management features and workflow automations that your team may find useful.
Custify can be integrated with Slack, email, SMS, analytics solutions, and your CRM. You can also use Custify’s native API to connect with more tools.
Custify starts from $199/month and offers a free trial and a free demo.
HappyFox is an all-in-one ticketing support software that pulls all incoming customer queries from any source (email, chat, phone, and social) into one dynamic dashboard. They have the ability to outsource complex and redundant workflows to a powerful smart rules engine, meaning that even higher-difficulty queries can be handled without manual intervention. HappyFox also features task management tools, help desk reporting, a flexible knowledge base/FAQ solution, asset management, and a no-code customer support portal builder. This customizable customer portal can be SEO optimized and is available on a mobile app, all with on-brand visuals and messaging. Happyfox can be integrated with Microsoft Teams, Salesforce, Slack and other collaboration apps.Pricing for all bundles is available on request, along with a demo.
Freshdesk’s Freddy AI tool uses 30k machine learning models trained on big-data and advanced NLP models to offer enterprise-grade personalization. You can use Freshdesk’s Freddy AI bots to automate resolutions in real-time. This helps save time for both your customers and support agents. With digitized IVRs, you can collect all the context and assign your conversations to the relevant agent groups.
Freshdesk helps you connect with your customers on multiple messaging platforms and channels like WhatsApp, Facebook, LINE, Apple Business Chat, as well as your website and mobile app. This helps to streamline your support and also gives your customer the added feature of accessing help from your team from anywhere.
The feature I like the most is its proactive customer service. It anticipates when a customer needs assistance (based on user behavior like clicks, views, purchases, etc.). Based on that, it sends them messages to inform them that you are available for help. This level of customer engagement instills confidence and trust in the minds of your prospect/customer for your product and service.
Freshdesk is priced at $15 per month with an option for a 21-day free trial.
Balto is a one-of-a-kind AI customer service and sales app that assists your live call agents with resources and dynamic prompts. The feature that stands out for me is its dynamic prompts to help your live call agents and virtual assistants. It uses ML models to fetch carefully worded phrases and questions at the right time, exactly when your agent needs them. This helps cut down the time needed to search for information and enables you to give faster support to your customers.
Balto win-rate analysis tests different phrases against each other and fetches the better option automatically. This makes your agent rely not on their guts but on actual data on what makes their customer happy. Its real-time QA scores all calls and enables managers to find the root cause of low-quality calls.
Balto goes one step further to give notifications to agents for when to talk less (guilty eyes) and de-escalate tricky situations. With real-time coaching, a manager can intervene instantly for calls trending negatively.
Balto integrates out of the box with Twilio, Asterisk, CloudCall, SoftphonePro, and other similar apps.
Balto does not list pricing on its site as it is available upon custom request. You can also schedule a free demo.
TeamSupport is customer support software meant for B2B companies in that it excels at lower volume, high complexity customer support items. TeamSupport focuses on customer and ticket management but also fosters collaboration using “Water Cooler”, their internal messaging app and social network system.
TeamSupport generates a customer distress index (CDI) for each client based on how many tickets they have and their average resolution time. This tool can assess which clients might be getting frustrated, then prompting a customer service agent to intervene to keep customer satisfaction at acceptable levels.
Each client has a detailed profile of every customer interaction that shares real-time updates across your whole team. The customer and contact database is particularly useful for onboarding new agents who aren’t familiar with your customer base yet and makes team collaboration easier to achieve.
TeamSupport integrates with Slack, Microsoft Teams, Jira, Salesforce CRM, and other corporate applications.
TeamSupport costs from $50/user/month and offers a 14-day free trial.
Zendesk is a funky, modern CRM solution that makes up words like “humblident” (humble + confident) and boasts offices in Dublin, San Francisco, London, Copenhagen, and Melbourne, to name a few. It combined the colorful, fun attitude that contemporary startups love with a good product for a more-than-fair price. Standout features of Zendesk include a robust ticketing system, omnichannel messaging and support, a contact center, easy to use workflow automations, an AI-powered chatbot, out-of-the-box reporting and analytics, and over 1,000 prebilt apps and integrations. They also have a cheaper, fundamentals plan that covers only ticketing, business rules, interaction history, reporting, and dashboards.Zendesk integrates with Salesforce, JIRA, Slack, Trello, JIRA, Zoom, Dropbox, Clubhouse, Asana, monday.com, Box, Nicereply, Harvestr, Shopify, Mailchimp, and dozens of other options. Zendesk starts at $19/user/month and offers a 30-day free trial. Qualifying early-stage startups get Zendesk free for 6 months.
Kustomer IQ contextualizes conversations to save time and eliminate friction between customer and your support team. Its AI-powered chatbot anticipates the customer’s problem based on keywords/phrases and fetches resolutions in the form of auto-responses. These auto-responses help resolve generic queries by fetching solutions from your knowledge base without any human involvement. With its contextual routing feature, Kustomer IQ routes the conversation to appropriate agent groups.
This ensures that the tech team gets all the IT queries and the billing team gets all the transaction queries automatically.The feature I like the most about Kustomer IQ is its intuitive visual builder. It helps in creating chatbot flows. It helps in creating exciting chatbot flows (I know I’m a nerd!), and its workflow engines help you perform complex tasks like escalating conversations and updating data.
Kustomer IQ works seamlessly with Facebook Messenger, Instagram, Twitter, Shopify, Amazon Connect, and other similar apps where your customer can connect with you. Its multi-channel support helps in streamlining customer conversations by arranging them all in one place.
Kustomer IQ is priced at $89 per month per user. You can also request a free 15-minute demo.
Keap CRM is a sales and marketing customer support software that helps you capture leads, manage invoices, and compile client data. They offer free migrations from ActiveCampaign, AWeber, ConstantContact, HubSpot, MailChimp, and Ontraport if you are looking to switch over. Features include marketing automation, a sales pipeline, a CRM database, payment collection, reporting and analytics, appointment tracking, and email campaigns.
Keap CRM is a customer service tool and CRM specifically designed for entrepreneurs. Their platform helps you build a personalized playbook to hone your goals and provides access to a community of like-minded business owners, including coaching opportunities. They host an engaged user community both on their website forum and via their Facebook group.
Keap CRM integrates with over 2500 applications, some natively and others using a paid account with Zapier.
Keap CRM starts from $79/month for one user and a 14-day free trial is available.
Jitbit’s automation rules uses the “if this, do that” module to help you automate tedious tasks and send service-level agreement (SLA) alerts. This helps in saving time to address customer requests and results in faster resolution time. Jitbit has a clean-looking ticketing system that tells you the priority level of the query, which category it belongs to, and where the query is coming from (web app, messaging platform, and so on). Jitbit also offers multilingual support with support for over 25 languages
.Jitbit’s customer self-service features include searchable FAQs and a knowledge base with built-in analytics. Its AI-powered auto-suggest feature uses machine learning natural language processing (NLP) techniques to suggest relevant articles when your customer submits a ticket. This helps customers get to a resolution faster without waiting for a live agent.
Jitbit integrates out of the box with JIRA, Dropbox, Slack, SurveyMonkey, and other similar apps.
Jitbit pricing starts at $24 per month. There is also an option for a free 21-day trial.
The Best AI Customer Service Software Summary Table
7-day free trial
|From $19/user/month||Visit Website|
Free trial and a Free Demo
|From $199/month||Visit Website|
|$39/agent/month (min 5 agents)||Visit Website|
21-day free trial
|From $35/agent/month||Visit Website|
14 Days Free Trial
|From $50/user/month||Visit Website|
14-day free trial
|From $19/user/month||Visit Website|
14-day free trial
|From $89/user/month||Visit Website|
14-day free trial
|From $169/month||Visit Website|
|$1700/10 agents||Visit Website|
Need expert help selecting the right Customer Service Software?
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Other AI Customer Service Software Options
Here are a few more that didn’t make the top list.
- Cx Moments - Best for the logistics industry
- Dynamics 365 Customer Service Insights - Best for enterprises
- Replicant Voice - Best voice AI customer service software
- Liveperson - Best bot manager software
- Finn AI - Best conversational AI software for banks
- Boost.ai - Best AI customer service software for educational institutions
- Ada - Best for SaaS businesses
- ChatBot - Best for B2C companies
- Comm100 Chatbot - Best AI customer service software for enterprise-level security
- Gong.io - Best revenue intelligence platform
- Landbot - Best AI-based conversational landing pages
- Bold365 - Best predictive outreach software
- Botnation - Best voice bot builder
- Pipeline - Best AI-based CRM tool
- Anfactor - Best user sentiment analysis software
- Exceed.ai - Best AI-based customer sales automation tool
- FAQ Bot - Best AI lead qualification tool
- LiveAgent with Quriobot - Best AI chatbot tool for lead gen
- Zoho Desk with Zia - Best AI shopping assistant software
What is AI Customer Service?
Traditional customer service involves human virtual agents who can handle one customer query at a time. AI customer service builds on the systems of human customer service and customer support and leverages machine learning models to provide efficient customer support at scale.
A great example can be that of chatbots. They handle multiple queries and fetch resolutions based on many data points that have been fed to its system via your CRM and product information. This AI replacement of a human agent saves time and cost involved in manually doing the process while also leading to faster resolution time, leading to happy customers.
If the AI chatbots cannot reach a resolution, they can route the conversation to a real agent, thus resolving most of the generic queries themselves and only sending complex queries to the human team. This helps in optimized utilization of resources and swifter problem solving for generic queries for increased customer satisfaction
How is AI used in customer service?
There are a variety of ways AI can be used in customer service.
Firstly, with intent prediction, AI studies customer clicks, views, and purchases. This helps the AI software figure out the customer’s next requirements and provide hyper-personalized responses in automation.
Secondly, with chatbots, AI can help you scale your customer support by answering generic queries at scale. The chatbot can fetch information snippets from your FAQs and knowledge base and present it in a human-like manner using templates. This helps in saving time and cost from doing it manually and also leads to faster resolution time, leading to happy customers.
Thirdly, with automated conversation routing, AI can route complex conversations that cannot be solved with AI to the appropriate agent group, all in automation.
What Do You Think About These AI Customer Service Software?
These were my top selections for the best AI customer service software. Now I want your opinion. Tell me what you think of these AI customer software solutions? Any customer service software that I missed? Let me know in the comments section.
Also, if you liked this list, I would really appreciate it if you can share this content piece with your social network (sharing is caring!).
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