- 1. Tidio — Best customer service platform for small businesses
- 2. HubSpot CRM — Best for a shared, singular inbox
- 3. Churn360 — Best for predictive customer analytics
- 4. Custify — Best for SaaS companies
- 5. HappyFox — Best customizable customer portal
- 6. Freshdesk — Best for contextual conversation routing
- 7. Balto — Best for live call center agents
- 8. TeamSupport — Best for B2B companies
- 9. Zendesk — Best for startups
- 10. Kustomer — Best visual chatbot builder software
How can you scale your customer service operations without sacrificing the quality of your customer interactions? Believe it or not, AI might be the answer.
AI customer service software routes basic, repetitive tasks to AI, allowing your live agents to focus on providing resolutions where it matters most. This enables your business to resolve a greater number of customer issues without overwhelming your existing team.
In this article, I list the 10 best AI customer service software available on the market today. I also share the answers to some FAQs, and detail my selection criteria.
What Is AI Customer Service Software?
AI customer service software are cloud-based platforms that optimize and automate components of customer service interactions. These tools help organizations to scale their customer service efforts, providing quick and efficient resolutions to a greater number of customers.
While there will always be necessity for human interaction with live agents, there are many situations where an AI chatbot could easily solve a basic customer issue. In these cases, AI customer service software assists in reaching resolutions more quickly, and freeing up live agents to focus attention on the more complex and important interactions.
Overviews Of The 29 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. Tidio is designed and built for small businesses and trusted by 300,000+ websites worldwide today. It is delightfully easy to set up and use, so you can transform your customer service into a sales machine in no time.
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. The AI chatbot is called Lyro AI and it's designed to provide your current team with support answering common questions, while leaving your people with ample time to deal with more complex requests. If you want to try out this feature, the first 50 Lyro conversations are free.
Additionally, 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 $25/month and come with a 7-day free trial.
HubSpot Sales CRM is a cloud-based customer relationship management software that helps businesses manage their sales, marketing, and customer service processes. HubSpot Sales CRM, you can track your contacts, deals, and tasks, as well as automate your sales and marketing processes, all in one place.
Hubspot Sales CRM lets you track your deals and sales pipeline, giving you a clear overview of your sales process and helping you identify areas for improvement. You can also create custom deal stages to match your unique sales process.
HubSpot CRM also allows you to track your emails, so you know when they've been opened and clicked. You can also create email templates and automate your email marketing campaigns. HubSpot CRM includes a built-in chatbot that can help you automate your customer service processes. The chatbot can answer common questions, qualify leads, and even book meetings for your sales team, all without any human intervention.
Integrations include Wistia, Datqabox, Seventh Sense, Zerys, PandaDoc, Eventbrite, and Aircall. It can also scale with other Hubspot tools for content management, operations, and marketing.
Hubspot has some free tools but most customer touchpoints (email and chat) will have Hubspot branding. Paid plans start at $20/month for 1000 contacts and come with a 14-day free trial.
Churn360 is a customer service software designed to help businesses reduce customer churn and improve customer experience. It's an AI-driven customer service software that helps CX professionals analyze customer data, identify potential churn risks, and take proactive measures to retain customers. Churn360's real-time customer feedback feature allows businesses to collect and analyze customer feedback in real time, helping them identify areas for improvement and address customer concerns promptly.
Several features make Churn360 stand out from other AI customer service software in the market. Its AI-driven churn prediction model helps businesses identify customers at risk of churning, allowing them to take proactive measures to retain these customers. This is a game-changer for businesses looking to improve their customer retention rates and reduce churn.
Another standout feature is Churn360's customer segmentation capabilities. The platform allows businesses to segment their customers based on various factors, such as demographics, behavior, and purchase history. This helps businesses better understand their customer base and tailor their marketing and customer service efforts to different customer segments.
Integrations include Chargebee, Stripe, Pipedrive, Intercom, Hubspot, Canny, Jira Software, Cloudtalk, Freshdesk, Recurly, Gmail, Outlook, Segment, Zoho CRM, Zendesk, and other options, plus more integrations in the works.
Churn360 costs from $199/month and offers a free demo.
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.
Need expert Help Selecting The Right Customer Service Software?
We’ve joined up with Crozdesk.com to give all our readers (yes, you!) access to Crozdesk’s software advisors. Just use the form below to share your needs, and they will contact you at no cost or commitment. You will then be matched and connected to a shortlist of vendors that best fit your company, and you can access exclusive software discounts!
Best customer service platform for small businesses
7-day free trial + free plan available
|From $25/user/month||Visit Website|
Best for a shared, singular inbox
14-day free trial + free plan
|From $20/month||Visit Website|
Best for predictive customer analytics
Free demo available
|From $199/month||Visit Website|
Best for SaaS companies
Free trial + free demo
|From $199/month||Visit Website|
Best customizable customer portal
Free demo available
|From $39/agent/month (min 5 agents)||Visit Website|
Best for contextual conversation routing
21-day free trial + free plan available
|From $18/user/month||Visit Website|
Best for live call center agents
Best for B2B companies
14-day free trial
|From $50/user/month||Visit Website|
Best for startups
14-day free trial
|From $19/user/month (billed annually)||Visit Website|
Best visual chatbot builder software
14-day free trial
|From $89/user/month||Visit Website|
Best for entrepreneurs
- Jitbit Helpdesk
Best ticketing system software
Best for SMBs
Best for insurance companies
Best for retail and ecommerce
Best customer service analytics software
Best helpdesk software for larger companies
Best for appointment booking
Best wiki reader
- Zoho CRM
Best enterprise CRM
Best for B2C companies
Best bot manager software
Best AI-based CRM tool
Best AI-based conversational landing pages
Best revenue intelligence platform
- Comm100 Chatbot
Best AI customer service software for enterprise-level security
Best voice bot builder
- Dynamics 365 Customer Service Insights
Best for enterprises
- Cx Moments
Best for the logistics industry
- FAQ Bot
Best AI lead qualification tool
How I Selected the Best AI Customer Service Software
You might be wondering how I choose the best AI customer service software for this list. Below I'll explain my process.
I began by creating a long list of the most popular AI customer service software on the market, based on user rankings. I then assessed each company's website in fine detail to ensure their software covered all the basic features that a customer service team would need in order to optimize their customer interactions.
Next, I used the below selection criteria to help me finalize my selections. Using this framework, I compared each AI customer service software to see how it looked in relationship to the rest of the tools. This is how I arrived at the shortlist you see in this article.
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?
What is AI customer service?
What are the key features of AI customer service software?
How is AI used in customer service?
How do AI chatbots improve customer service?
What Do You Think About These AI Customer Service Software?
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.
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!).
Want to stay ahead of the curve in all things related to customer experience, UX, and design thinking? Subscribe to The CX Lead newsletter and get up to speed with the latest insights from top thinkers in the CX industry.
Related Lists of Tools: