16 Best AI Customer Service Software Heading Into 2025

Brian Lastovich 26 min

Let’s face it — managing customer service is becoming more complex by the day.

With rising customer expectations, multiple channels to manage, and pressure to deliver faster responses, it’s clear that traditional methods just aren’t good enough anymore.

But what if you had a solution that could transform the way your team handles customer service — one that streamlines processes, reduces manual work, and allows you to deliver personalized experiences at scale?

That’s exactly what AI-powered customer service software does.

However, with so many options available, how do you choose the right one?

To make it easier, we’ve put together a list of the 15 best AI solutions for customer service on the market right now.

Whether you’re looking to automate customer requests, integrate chatbots, or personalize customer service interactions, this guide will help you find the right solution for your needs.

16 Best AI Customer Service Platforms on the Market Today

1. Kustomer Assist

Kustomer Assist is an advanced AI-powered platform integrated within Kustomer’s CRM to help businesses enhance customer service operations through intelligent automation, predictive insights, and personalized engagement.

It offers intelligent customer service by automating various aspects of customer interaction, including routing conversations to the right agents, automating common responses, and providing agents with real-time guidance during live interactions.

The goal is to deliver fast, personalized support while reducing the operational overhead involved in managing complex customer queries.

The best part?

Kustomer AI capabilities allow it to learn from past interactions, making its recommendations and automation features smarter and more precise over time.

Top Features

Intent Detection. When a customer reaches out via any communication channel, Kustomer Assist uses language models like NLP to analyze the message and detect the customer’s intent. The platform identifies key details like issue type, urgency, and potential resolution pathways, enabling the system to respond or escalate as needed.

Self-service and AI Chatbots. For common, low-complexity issues, Kustomer Assist automates responses through its AI chatbots. These bots interact with customers directly, answering questions or performing tasks such as scheduling appointments or providing order status updates, without requiring human involvement.

Sentiment Analysis. As the conversation progresses, Kustomer Assist continuously analyzes the customer’s language and tone to assess their emotional state. If the system detects frustration, for instance, it may escalate the issue to a human agent or recommend a specific response to de-escalate the situation.

Agent Assist. Provides real-time recommendations to customer service representatives during live conversations. It analyzes customer queries and past interactions, then suggests the next best action, relevant knowledge base articles, or scripted responses to help agents resolve issues quickly and effectively.

Predictive Analytics. Analyzes historical interaction data to predict customer satisfaction outcomes for ongoing and future interactions. It identifies patterns in how customers engage with support teams, flagging interactions that may lead to low satisfaction and recommend preemptive actions for agents to take. This helps customer support teams to be proactive in managing customer expectations and improving satisfaction.

Omnichannel Support Automation. Leverages AI to maintain context across various communication channels, including
email, live chat, SMS, social media, and voice. This ensures that customers receive consistent, seamless service regardless of how they reach out.

Why Companies Prefer Kustomer's AI Agents

“We always use Kustomer as it is really helpful for us agents as it is our way to leave internal notes for every interactions which can be seen as well by the next agent who will assist the customer.” — Jannice Gwen A. (Read full review)

“What I like best about Kustomer is the easy navigation of every conversation ticket, the side panel tools, plus the capability to use pre-made email macros for quick messaging to customers.” — Deseree S. (Read full review)
“Kustomer is customizable and the most user-friendly option we have seen, and we have tried them all. Plus, it is not overly expensive for everything that you get. They were with us every step of the way with implementation.” — Venessa P. (Read full review)

“I like that I can see my productivity, scores, and help customers in one go!”— Tancy John M. (Read full review)

“I like how Kustomer displays all of the Customer’s history and facts (chat, call, emails, and SMS), making it easier to deliver information to customers, and all of this in an easy and welcoming user-face experience with a really easy and adaptable interface.” — Job J. (Read full review)

What Real Customers Are Saying About Kustomer

2. Zendesk AI

Zendesk AI is an AI-powered solution integrated within Zendesk’s customer service platform. It automates routine customer service tasks, assists agents with real-time recommendations, and enhances self-service capabilities for customers.

The platform also streamlines support operations by routing tickets, analyzing intent, and offering valuable insights that help agents resolve issues more effectively.

For example, Zendesk AI can predict and track customer satisfaction, allowing support teams to proactively manage interactions and improve customer experiences.

Additionally, Zendesk AI supports various use cases, including ticket classification, chatbot automation, proactive customer service, and predictive analytics, ensuring that customers receive fast and accurate responses.

Top Features

Answer Bot. Integrated with Zendesk’s knowledge base, Answer Bot automates responses to frequently asked questions and guides customers toward self-service solutions.
Auto-Suggestions for Knowledge Base. Zendesk AI identifies gaps in the knowledge base by analyzing customer queries that aren’t adequately addressed by existing articles.

Flow Builder. Allows companies to design automated conversational flows for bots without requiring coding expertise.

Automated Ticket Tagging. Automatically categorizes and tags incoming tickets based on their content, helping teams organize, prioritize, and route cases more efficiently.

Macros. Recommends macros (predefined responses) based on ticket type and context, enabling agents to quickly respond to common issues with a click.

What Do Users Like About Zendesk AI?

Customization and Flexibility. Users appreciate the platform’s ability to handle various intents, flows, and conditions, allowing for tailored responses to customer needs [*].

Ease of Use. Users find the interface user-friendly and appreciate the flexibility it offers, making it accessible to a broad range of users, regardless of their technical expertise [*].

Integration Capabilities. The tool integrates smoothly with various platforms, even those that are less commonly supported [*].

What Do Users Dislike About Zendesk AI?

Poor Documentation. Some users find the documentation in the ‘Help Center’ lacking, which can pose challenges for less technically adept users [*].

Technical Restrictions and Bugs. The platform sometimes experiences responsiveness issues and bugs, particularly in the Dialogue Builder. Users also face restrictions in workflow design, such as not being able to chain API calls directly without inserting conditional or message blocks in between [*].

Localization Challenges. There are difficulties in managing multilingual content, especially when translating intents. Users have also noted that links within replies do not automatically update to the new language during translation, which can complicate the process and reduce efficiency [*].

Zendesk AI Pricing

Contact Zendesk for more information.

3. Freshdesk AI

Freshdesk AI, known as ‘Freddy AI,’ is an advanced virtual agent designed to streamline customer support operations by automating repetitive tasks.

In addition to handling routine inquiries like answering FAQs, processing common service requests, and directing customers to relevant knowledge base articles, Freddy AI can proactively engage with users, offering personalized recommendations and predictive insights.

It is particularly effective for companies looking to handle large volumes of support requests, enhance scalability, and improve customer satisfaction without increasing agent workloads.

Freddy AI also integrates with various channels, enabling omnichannel support across chat, email, and social media platforms.

Top Features

Freddy Self-Service. Uses natural language understanding (NLU) to guide users through the support process, offering knowledge base articles or FAQs that address their concerns.

Freddy Insights. Provides support agents with contextual information about the customer, their previous interactions, and the nature of the issue. It also suggests relevant solutions or knowledge base articles, allowing agents to offer accurate responses quickly.

Freddy Chatbots. Freshdesk allows businesses to deploy AI-powered chatbots to handle customer inquiries across chat and messaging platforms.

Auto-Triage. Tags and categorizes tickets automatically based on content. The system recognizes patterns from previous tickets and applies appropriate tags or categories to new incoming tickets, saving agents the time and effort of manual classification.
Freddy Smart Suggestions. Provides agents with real-time response suggestions based on past interactions and similar queries. The system learns from successful customer support responses and uses that data to suggest effective solutions for current tickets.

What Do Users Like About Freshdesk AI?

Comprehensive Support. Users highlight Freshdesk’s reliability —especially their 24/7 support team for their expertise and responsiveness, adding significant value to the user experience [*].
Effective Workload Distribution. Features like ‘Omniroute’ help distribute customer support workloads efficiently, improving overall service delivery [*].

Automation Flexibility. Freshdesk offers strong automation capabilities, particularly with Freddy Copilot, which handles repetitive tasks efficiently. This allows customer service teams to focus on more complex issues, improving both productivity and customer satisfaction [*].

What Do Users Dislike About Freshdesk AI?

Restrictions in Data Accessibility. There are frustrations related to accessing comprehensive data, particularly with limitations on downloading detailed interaction reports, which can hinder in-depth analysis and decision-making [*].

Complexity in Reporting and Data Retrieval. The recent changes to the reporting system have made it difficult for users to obtain essential data easily, with some finding the new analytics features overly complex and less user-friendly than previous versions [*].

Complex Setup for Advanced Automation. Setting up advanced automation rules and workflows can be complex and time-consuming, particularly for teams without technical expertise [*].

Freshdesk AI Pricing

This pricing is for Freshdesk Omni, which covers the Freddy AI.

Growth. $29 per agent/month.
Pro. $69 per agent/month.
Enterprise. $109 per agent/month.

4. Intercom Fin

Fin is Intercom’s customer service tool designed to streamline customer interactions through automation, real-time assistance, and self-service options.

The platform leverages AI technology on two of its core features: Fin AI agent for supporting customers — and Fin AI copilot for supporting customer service agents. Both solutions integrate seamlessly with Intercom’s existing platform, enhancing live chat, messaging, and customer support workflows.

Intercom also recently upgraded the Fin AI agent to Fin 2 — which boasts of resolving up to 82% of support volume with human-quality, personalized, conversational answers.

For example, it can resolve complex questions like explaining what’s included in a customer’s pricing plan, updating them on their order status, or changing a booking on their behalf.

Top Features

Fin AI Bot. Conversational bot that automates responses to common customer questions and offers solutions based on a business’s knowledge base.
Human Handoff. Analyzes the content of incoming messages, determines the nature of the request and assigns it to the right team or agent.

Workflow Automation. Allows businesses to set up customizable workflows and templates that automate various support tasks, such as ticket creation, assignment, and follow-up.

Multilingual Support. Can automatically detect and resolve issues in more than 45 languages.
Inbox
Automation. Reduces the manual effort needed to process incoming tickets. Fin automatically organizes and categorizes tickets, assigns them to the appropriate agents, and sets priorities based on keywords, customer sentiment, and past interactions.

What Do Users Like About Intercom Fin?

Cost-Effective Solutions for Startups. The platform offers significant cost savings through programs like the ‘Intercom Startup Program’, which is particularly beneficial for early-stage companies looking to enhance their customer support without a substantial initial investment [*].

Reliable Communication Tool. The platform makes it easy to manage multiple conversations and integrate multimedia seamlessly into chats. This functionality improves the overall efficiency of communication processes [*].

User-Friendly Design. With comprehensive help articles and guides readily at hand, users can get up to speed quickly, ensuring a smooth experience right from the start [*].

What Do Users Dislike About Intercom Fin?

Limitations in Email Support. Issues such as the lack of email threading can complicate customer service processes, making management of email support more challenging and less efficient [*].

Variable Support Response Times. While generally positive, some users experience slower response times from Intercom’s support team, which can be a source of frustration, especially when urgent issues arise [*].

Search Functionality Issues. The search function within the platform sometimes lacks precision, particularly in sorting conversations by date, which can hinder the ability to quickly locate specific interactions [*].

Intercom Fin Pricing

Offers a 14-day free trial, but for more information, please contact Intercom.

5. HelpScout

HelpScout is a customer service and support platform designed for businesses to manage customer interactions with ease.

It offers a unified inbox that allows teams to collaborate on customer queries, streamline responses, and provide personalized support. Unlike traditional ticketing systems, HelpScout emphasizes human-centered support, making customer interactions feel more like natural conversations.

It also integrates with knowledge bases, customer data, and workflows, allowing teams to be more productive without sacrificing the quality of service.

HelpScout’s focus is on creating a seamless customer support experience by combining the simplicity of email with powerful collaboration tools.

Top Features

Beacon. Combines live chat, self-service, and messaging into a single widget that can be embedded on websites. The widget can be customized to fit a company’s brand and integrates directly with HelpScout’s support workflows.

Shared Inbox. Allows support agents to view, assign, or respond to customer queries. Conversations are tracked in a way that provides full context, helping agents pick up from where another left off without any confusion.

Docs. Enables teams to draft and publish helpful articles that customers can access directly through Beacon or other channels.

Collision Detection. Notifies agents when another team member is viewing or responding to a customer conversation.

Customer Profiles and Data. Generates customer profiles based on their past interactions, providing agents with valuable context when responding to new queries. Profiles include data such as previous conversations, purchase history, and other customer-specific details.

What Do Users Like About HelpScout?

Effective Knowledge Base and Live Chat Features. HelpScout is effective in setting up knowledge bases and live chat options for clients, enhancing self-service support capabilities [*].

Quick Query Resolution. The live chat option significantly reduces the turnaround time for client queries, enhancing the efficiency of customer service operations [*].

Enhanced Functionality for Docs. HelpScout offers functionalities like callouts, video embedding, and image insertion to improve documentation and ticket management processes [*].

What Do Users Dislike About HelpScout?

Workflow Management Issues. The platform's workflow settings can be tricky, with minor toggles potentially triggering unintended mass email responses [*].

Restrictions in Data Handling. Limitations in exporting data, such as the inability to download CSV files after applying email tags, can hinder effective data management [*].

Challenges with Document Formatting. Users find formatting documents within HelpScout to be frustrating at times, particularly with spacing, numbering, and aligning content [*].

HelpScout Pricing

Standard. Starts from $75 per month for 100 contacts.
Plus. $Starts from $200 per month for 100 contacts.
Pro. Starts from $850 per month for 100 contacts.

6. Tidio

Tidio is an all-in-one live chat, chatbot, and customer messaging platform designed for businesses to engage with their customers in real-time.

It provides businesses with tools to manage customer support, sales, and communication across multiple channels, including live chat, chatbots, email, and even Facebook Messenger.

With Tidio, businesses can set up and deploy chatbots quickly without any coding experience. It also integrates seamlessly with a range of e-commerce platforms such as Shopify and WordPress, making it a popular choice for online stores looking to improve customer engagement and automate customer service workflows.

Top Features

AI Chatbots. Handles customer queries automatically, helping businesses offer instant responses to frequently asked questions or provide customer assistance during non-business hours.
Automated Chat Flows. Features a drag-and-drop interface that enable businesses to automate conversations based on predefined triggers or conditions. For example, a chat flow can be set up to offer discounts to returning visitors or direct them to specific products.

Email Integration. Enables businesses to manage email conversations alongside live chat and chatbot interactions within a single dashboard.

Visitor Insights and Tracking. Gives agents real-time insights into who is visiting their website, how they interact with it, and what pages they are viewing.

Proactive Chat Invitations. Businesses can set up proactive chat invitations that automatically engage website visitors. These invitations can be triggered based on user behavior, such as time spent on a page or certain actions (e.g., visiting a product page), offering assistance before the customer even asks for help.

What Do Users Like About Tidio?

Value for Small Businesses. Tidio provides robust features that are budget-friendly, making it an excellent tool for small businesses looking to improve customer service and operational efficiency [*].

Automation and Support. Tidio’s automation features are easy to set up and effective, particularly in customer engagement. Users have reported successful outcomes with the chatbot in driving deals and seamless integration with other platforms [*].

Effective Sales Tool. The mobile app is particularly liked for enabling real-time customer interactions, which have directly contributed to increased sales [*].

What Do Users Dislike About Tidio?

Connectivity Issues. Users have encountered connectivity issues that disrupt the chat service [*].
Limited Customization. While Tidio offers customization, some users find these options limited for specific needs [*].

Steep Learning Curve. Setting up the chatbot can initially be challenging for some users, although it becomes easier with familiarity [*].

Tidio Pricing

Starter. Starts from $29 per month for 100 conversations.
Growth. Starts from $59 per month for 100 conversations.
Plus. Starts from $749 per month for 100 conversations.
Premium. Starts from $2999 per month for 100
conversations.

7. HappyFox Assist AI

Assist AI is an advanced support tool integrated into the HappyFox help desk platform, designed to enhance support teams’ productivity by automating routine tasks and delivering intelligent assistance.

It empowers agents by providing contextual suggestions, automating ticket resolutions, and offering self-service solutions directly to customers.

Assist AI can interpret and respond to common inquiries, escalate complex issues when necessary, and provide real-time insights based on historical support data.

The platform’s deep integration with internal knowledge bases and ticketing systems ensures that employees and customers receive accurate and helpful responses, enhancing efficiency while improving satisfaction.

Top Features

Automated Ticket Creation. When a user submits a query that requires IT support or customer service intervention, Assist AI intelligently processes the request and creates a support ticket without requiring manual input from agents.

Integration with Slack and Microsoft Teams. Employees can request support or access information directly from these platforms, reducing friction by eliminating the need to switch between multiple applications.

Intelligent Ticket Assignment. When Assist AI encounters issues that require human intervention, it intelligently assigns tickets to the appropriate team based on the nature of the issue and the expertise required.

Self-Service Capabilities. Empowers users to resolve common IT and customer support issues independently through its self-service capabilities. For example, troubleshooting and resolving problems like resetting passwords or accessing applications.
Ticket Summarization. Generates concise summaries of lengthy conversations, helping agents quickly grasp the context of each ticket.

Advanced Analytics and Reporting. Businesses can track performance metrics like the number of tickets resolved by AI, response times, and user satisfaction, enabling them to optimize workflows and improve the overall support experience.

What Do Users Like About HappyFox Assist AI?

Ease of Setup. Users appreciate how straightforward it is to set up and customize HappyFox, particularly its knowledge base [*].
User-Friendly Interface. The organization and simplicity of the app align with industry standards, making it easy for customer service personnel to adopt and use daily. The customization options add value, providing a comprehensive tool that caters to all tiers of customer service [*].

Collaboration and Tracking. HappyFox facilitates effective communication across various teams, allowing for efficient issue resolution. Its tracking capabilities ensure transparency and ease in monitoring the progress of each ticket [*].

What Do Users Dislike About HappyFox Assist AI?

Web-Based Limitations. The web-based nature of HappyFox does not always provide a seamless experience, particularly when transitioning from other systems like GSuite [*].

Cost Concerns. The cost of HappyFox can be a barrier for extending its use to more team members or smaller organizations [*].

Limited Functionality Without Add-Ons. Basic plans have restricted features, particularly concerning smart rules and custom fields. While more advanced functionalities are available through add-ons, this requires additional investment [*].

HappyFox Assist AI Pricing

HappyFox’s help desk solution offers general pricing tiers.

Agent-based Pricing.

Basic. $9 per agent/month.
Team. $49 per agent/month.
Pro. $99 per agent/month.
Enterprise PRO. Contact sales.

Meanwhile, this doesn’t include the AI feature as this comes at an extra cost.

Assist AI:

Free. $0
Pro. $1 per user/month.
Enterprise. $2 per user/month.

8. Drift Conversational AI

Drift’s Conversational AI platform automates chats, insights, and recommendations, making it easier for businesses to connect with website visitors.

Using natural language processing (NLP), visitors can ask open-ended questions and get quick, accurate responses, helping them find what they need while being guided through a personalized experience.

Drift has also teamed up with OpenAI to add GPT technology to its AI capabilities. Now, the platform can handle more complex conversations, offering human-like replies that build trust and keep users interested.

This combination helps generate more leads, speed up the sales process, and increase conversions. Drift also provides insights into the latest conversational trends, helping businesses adjust their strategies to stay ahead.

Top Features

Conversational Chatbots. The chatbots can identify visitor intent and use data-driven responses to engage users in a meaningful way. They can answer questions, gather lead information, and qualify prospects based on predefined criteria.

Meeting Scheduler Integration. The AI can identify when a prospect is ready for a conversation and prompt them to book a meeting, which is then scheduled based on the rep’s availability.

Playbooks for Custom Conversations. Allows businesses to create Playbooks—pre-configured conversation flows that guide interactions based on the available intent data, user behavior, or actions.

Real-Time Personalization. Recognizes returning visitors, identifies their previous interactions with the business, and uses that data to personalize responses and recommendations.

Email Follow-Ups. If a conversation requires further engagement, the AI can send personalized emails to nurture the lead or provide additional information.

What Do Users Like About Drift Conversational AI?

Integration and CRM Linking. Drift’s integration with CRMs and the quick access to essential customer background information streamline the sales process, making interactions more informed and efficient [*].

Meeting Scheduling Flexibility. The platform allows leads to schedule meetings directly, with customizable settings for meeting times and buffer periods [*].

Conversational Engagement. Users love the conversational interface of Drift, particularly its effectiveness in capturing inbound leads and facilitating easy navigation for sales reps to schedule meetings and pre-qualify leads [*].

What Do Users Dislike About Drift Conversational AI?

Routing Logic. Some users find the routing logic for meetings to be insufficient, particularly in larger enterprises where leads may be assigned to the wrong sales representative [*].

Scheduling Issues. Despite setting working hours, some users encounter scheduling errors that allow leads to book meetings outside of designated times [*].

Glitchy Interface. Users have reported occasional glitches in the prospector dashboard, particularly with expanded view pop-ups not loading properly, which can disrupt the customer service experience and reduce efficiency [*].

Drift Conversational AI Pricing

Contact Drift (now Salesloft) for more information.

9. HubSpot Service Hub

HubSpot Service Hub is a customer service software platform designed to help businesses deliver exceptional customer support while enhancing overall customer experience.

Built as part of HubSpot’s CRM ecosystem, Service Hub integrates seamlessly with HubSpot’s marketing, sales, and CRM tools, allowing businesses to provide a unified, end-to-end customer journey. The platform focuses on improving customer retention and satisfaction through features like ticket management, knowledge bases, live chat, and feedback collection.

Service Hub also centralizes customer communications, offering teams a complete view of customer interactions. It automates repetitive tasks, routes tickets intelligently, and provides self-service options, allowing support teams to focus on high-value interactions while ensuring fast and accurate resolutions for common queries.

Top Features

Knowledge Base. Enables support teams to create and manage help articles, FAQs, and guides, which customers can access directly. The platform also offers insights into the most viewed articles, helping businesses identify gaps in their support content and improve self-service capabilities.

Customer Feedback Tools. Includes tools for collecting customer feedback through CSAT (Customer Satisfaction) surveys, NPS (Net Promoter Score) surveys, and custom surveys.

Customer Portal. Allows customers to log in to view the status of their tickets, access previous conversations, and track the resolution process.

Help Desk Reporting and Analytics. Users can track metrics like ticket response times, resolution rates, and customer satisfaction scores, all of which are presented in customizable dashboards. These insights allow managers to optimize workflows and improve the overall efficiency of their service operations.

Service Level Agreement (SLA) Management. Ensures that tickets are handled within the agreed-upon timeframes, improving accountability and customer satisfaction. SLAs can be customized based on ticket priority, type, or customer segment, ensuring that high-priority issues are resolved quickly.

What Do Users Like About HubSpot Service Hub?

Visibility and Integration. HubSpot provides excellent visibility into team activities, which facilitates better management and follow-up on sales and customer interactions[ *].
Effective Reporting. The extensive data reporting capabilities allow for deep insights into customer interactions and support effectiveness [*].

Comprehensive Features. The integration of various features such as Knowledge Hub, CRM, and proposal tools within HubSpot makes it a useful platform that supports a wide range of customer relationship management activities [*]

What Do Users Dislike About HubSpot Service Hub?

Access Limitations. Some features, like the knowledge base, are restricted to higher pricing tiers, which can limit smaller businesses from accessing potentially valuable tools [*].

Limited Customization Options. HubSpot’s lack of customization, particularly in areas like surveys, has been noted as a drawback [*].
Frequent Upgrade Requirements. Users find it frustrating that certain useful features, such as bulk cleanup of duplicates, require upgrades, even when they are already on a paid version [*].

HubSpot Service Hub Pricing

HubSpot Service Hub has flexible pricing to fit your needs. Start with a free plan or upgrade to a paid plan for as low as $20 per user per month to access more advanced features.

10. Custify

Custify is a customer success platform that helps businesses manage customer relationships, reduce churn, and improve customer lifetime value.

It provides customer success teams with the tools they need to manage customer relationships more effectively by tracking customer behavior, engagement, and health scores in real time.

Custify's platform automates many of the manual processes involved in customer success, such as onboarding, health checks, and renewals, allowing teams to focus on high-value interactions that improve retention and growth.

The platform also integrates CRM systems, billing platforms, and product usage data, providing a 360-degree view of each customer, enabling proactive outreach and personalized engagement.

Top Features

Customer Health Scoring. Uses multiple data points to calculate a customer’s health score. This includes product usage, engagement levels, support interactions, and subscription history.

Task Management and Automation. Automates task creation and management for CSMs by identifying when customer interactions are needed based on predefined criteria.
For example, the system can create tasks for CSMs to reach out when a customer’s usage drops below a certain threshold, when renewal dates are approaching, or when a health score declines.

Revenue Expansion Opportunities. Provides insights into upsell and cross-sell opportunities by analyzing customer data and engagement patterns.

Churn Alerts and Notifications. Notifies customer success teams when a customer’s behavior indicates they may be at risk of leaving. These alerts are triggered by changes in key health indicators, such as reduced product usage, negative feedback, or support issues.

Product Usage Tracking. Captures data on user activity, such as how often they log in, which features they use, and how engaged they are with the product over time.

What Do Users Like About Custify?

Efficient Workload Management. Users appreciate Custify’s playbooks and health scores for their flexibility and detailed insights, which greatly enhance workload efficiency and process management [*].

Robust Reporting Capabilities. The platform’s strong reporting features, particularly in customer interaction and churn metrics, allow for clear, actionable insights that help in strategic decision-making and operational efficiency [*].

Detailed Customer Health Assessment. Custify’s structured data presentation and ability to drill down into specifics make it invaluable for assessing global customer health and individual customer details [*].

What Do Users Dislike About Custify?

Slow Metric Processing. Users note a delay in processing times for metrics and health scores when new data is added [*].

Email Delivery Delays. There are concerns about the timeliness of email triggers from Custify, which can affect the sending of time-sensitive communications [*].

User Interface Complexity. Some users find the user interface not very intuitive, which can create a learning curve and occasional confusion in navigating the platform [*].

Custify Pricing

Contact Custify for more information.

11. Balto

Balto is a real-time conversation intelligence platform specifically designed for contact centers to optimize agent performance during live calls.

The platform leverages AI and NLP to listen to conversations between agents and customers in real time, offering guidance, reminders, and actionable insights to help agents stay on script, handle objections, and ensure compliance. Unlike traditional call monitoring tools that offer post-call analysis, Balto provides live coaching, helping agents make adjustments as they engage with customers.

It also helps managers track team performance and spot trends across customer interactions. Balto integrates with major contact center platforms, providing a seamless experience for both agents and supervisors.

Top Features

Live Call Scoring. Metrics such as script adherence, customer satisfaction indicators, and upsell attempts are tracked and displayed to both agents and supervisors.

Automated Call Scripts. Automatically suggests scripts to agents based on customer responses and the context of the conversation. It dynamically adapts the script as the conversation progresses, ensuring agents always know what to say next.

Objection Handling. Recognizes when a customer raises an objection during a call and immediately prompts the agent with the best responses.

Manager Alerts. Notifies managers or supervisors when certain high-priority issues occur during a call, such as compliance violations, customer escalations, or sales opportunities.
Post-Call Analytics. Offers detailed insights into areas such as average call length, conversion rates, objection resolution success, and adherence to scripts. This helps managers refine training programs, optimize sales processes, and improve overall call quality.

What Do Users Like About Balto?

Efficient Setup and Reliable Support. The hassle-free installation process and the reliability of Balto in integrating with other tools like Zoom make it a preferred choice for many [*].

Real-Time Coaching. The real-time coaching feature is a highlight for many users, providing immediate feedback and guidance during calls [*].

Convenience and Integration. Users find Balto convenient for reducing post-call work, such as call summaries, and appreciate the ease of integration with existing systems, which simplifies their workflow [*].

What Do Users Dislike About Balto?

Script Accessibility Issues. There are concerns about script and troubleshooting guide accessibility, especially when automatic pop-ups fail [*].

Overwhelming Real-Time Suggestions. While real-time suggestions are generally helpful, they can sometimes overwhelm users during fast-paced calls [*].

Occasional Technical Issues. Some users experience technical glitches, such as the application freezing, which can disrupt the workflow [*].

Balto Pricing

Contact Balto for more information.

12. Yuma AI

Yuma AI is an AI-powered customer support solution that streamlines and automates interactions between businesses and their customers.

The platform processes and responds to customer inquiries in real-time, allowing businesses to offer 24/7 support without needing human agents. It excels at handling repetitive queries, troubleshooting, and escalating complex issues when necessary. This is due to the platform’s NLP capabilities that enable it to understand and respond to natural language inputs, making interactions more conversational and human-like.

Yuma AI also provides detailed analytics and insights into customer interactions, helping businesses optimize their customer service strategies.

Top Features

Conversational Chatbots. Uses advanced NLP to understand customer queries, even if they’re phrased in complex or unconventional ways. This capability allows Yuma AI to handle a wide variety of customer inquiries and respond in a natural, human-like manner.
Knowledge Base Integration. The AI can automatically pull from the knowledge base to answer customer queries, helping resolve issues without needing to escalate to human agents.

Workflow Automation. Allows businesses to automate repetitive customer service tasks, such as ticket creation, status updates, and follow-up reminders.

Smart Ticketing System. Automatically creates, prioritizes, and routes support tickets based on customer queries. The AI can identify the urgency and nature of a request, ensuring that it is assigned to the appropriate team or department for resolution.

Customizable AI Workflows. Allows businesses to create customizable workflows that automate repetitive tasks and customer interactions.

What Do Users Like About Yuma AI?

Advanced Automation Capabilities. Users appreciate Yuma for its ability to handle multiple queries, and automating a significant volume of inbound communication [*].

Ease of Use and Integration. Yuma offers a user-friendly interface and seamless integration with existing systems. This ease of implementation facilitates a smooth transition and quick adaptation by customer support teams [*].

Responsive and Supportive Team. Yuma's customer support team is highly responsive, providing fast and effective solutions to queries and issues [*].

What Do Users Dislike About Yuma AI?

Occasional AI Errors. Yuma sometimes produces hallucinations or errors in its responses [*].

Limited Integration with Help Desk Tools. Some key features on Yuma (e.g., ‘conversations’) don’t integrate directly with other helpdesk solutions (e.g., Gorgias) for a more streamlined experience [*].
Complex Setup Process. Users complain about the difficult setup process, particularly the platform’s AI and copilot agents [*].

Yuma AI Pricing

For 500 automated resolutions. $350 per month.
For 1000 automated resolutions. $650 per month.
For 1,500 automated resolutions. $900 per month.
From 15,000 automated resolutions per month. Contact Yuma AI for more information.

13. Zoho Desk

Zoho Desk is a cloud-based customer service and helpdesk platform that enables businesses to streamline customer support operations.

As part of the Zoho ecosystem, Zoho Desk integrates with other Zoho apps and third-party platforms, providing a unified solution for handling customer inquiries, managing tickets, automating workflows, and tracking key service metrics.

One of its standout features is ‘Zia’, Zoho’s generative AI assistant that can perform a wide range of tasks, prioritizing tickets based on urgency to providing real-time notifications for critical issues.

It also integrates with ChatGPT to handle more complex conversations and generate human-like responses, making interactions more natural and engaging for customers.

Top Features

Customer Happiness Ratings. Built-in customer satisfaction rating system that allows businesses to collect feedback from customers after each interaction.

Ticket Peek. Allows agents to preview a ticket’s contents without opening it. This enables support teams to quickly assess the nature of the ticket and prioritize it accordingly.
Work Modes for Tickets. Categorizes tickets based on priority, status, or due time, allowing agents to focus on the most urgent and critical tickets first.

Zia AI Assistant. Assists agents by analyzing incoming tickets and suggesting solutions based on past interactions and the knowledge base. It can also predict response times, flag anomalies, and identify trends in customer queries, helping businesses address potential issues before they escalate.

Self-Service Portal. Allows customers to find answers to their questions without contacting support agents. Businesses can create and maintain a knowledge base filled with FAQs, how-to guides, and troubleshooting articles.
- This feature is integrated with Zia, which suggests relevant knowledge base articles to customers during live chat or when they submit a ticket, reducing the number of inquiries requiring human intervention.

What Do Users Like About Zoho Desk?

Robust Features. Zoho Desk is commended for its comprehensive features, including advanced ticket management, workflow automation, and strong analytics tools [*].

Customization and Flexibility. The platform offers extensive customization options, allowing users to tailor ticket fields, automate routing, and create personalized workflows [*].

Improved Response Times. The built-in AI assistant, Zia, and other automation tools are noted for improving response times and automating routine tasks [*].

What Do Users Dislike About Zoho Desk?

Mobile App Limitations. The mobile version of Zoho Desk lacks some of the key features available on the desktop version, which can hinder productivity for users who need to manage customer support on the go [*].

Integration Challenges. Although Zoho Desk integrates well within its ecosystem, users face difficulties when trying to connect with non-Zoho applications, often requiring additional integration tools or custom solutions [*].

AI Functionality Limitations. The chatbot features can be ineffective without proper training, and some advanced functionalities, like AI-bot for live chats, require external API keys, which may not be accessible to all users [*].

Zoho Desk Pricing

Standard. $20 per user/month.
Professional. $35 per user/month.
Enterprise. $50 per user/month.

14. Salesforce Einstein

Salesforce Einstein is an AI-powered platform embedded within Salesforce’s suite of CRM tools, designed to help businesses make smarter decisions by automating processes, providing intelligent insights, and predicting future outcomes.

For example, Einstein can forecast sales performance, predict which leads are most likely to convert, and recommend products based on customer purchase history.

The AI also offers prescriptive insights, such as suggesting the next best action for sales reps or providing intelligent responses for customer service agents.

Top Features

Einstein Next Best Action. Uses AI to analyze customer data and recommend the next best action for sales, service, or marketing teams.
- For example, it can suggest upsell opportunities for sales reps or recommend specific follow-up actions for customer service agents based on previous interactions.

Einstein Prediction Builder. Uses data from Salesforce to make predictions on key business metrics, such as the likelihood of customer churn or product returns. Users can define specific outcomes they want to predict, and the system generates predictive models based on the data within Salesforce.

Einstein Bots. These bots can handle routine customer inquiries, guide users through workflows, and escalate complex issues to human agents when necessary.

Einstein Activity Capture. Tracks emails and calendar events, syncing them with Salesforce to ensure that every customer interaction is logged accurately.
Einstein Lead Scoring. Analyzes historical sales data and assigns scores to leads and opportunities based on their likelihood of converting or closing.

What Do Users Like About Salesforce Einstein?

Enhanced Feature. Users appreciate specific functionalities like the ‘Einstein Opportunity Score’ and ‘Einstein Prediction’ for their practical advantages over other Salesforce AI tools [*].

Advanced Reporting Capabilities. The ‘Einstein Discovery for Reports’ feature helps significantly enhance business reporting capabilities [*].

What Do Users Dislike About Salesforce Einstein?

Integration and Effectiveness Concerns. There is notable dissatisfaction with the initial versions of Salesforce AI, where users face difficulties with integration and overall effectiveness [*].

Restricted Functional Value. Certain features, such as autocomplete, are considered as only minimally beneficial, with users finding interactions with code less meaningful than expected [*].

Salesforce Einstein Pricing

Einstein for Service. $75 per user/month.

15. ADA

ADA is an AI-powered customer experience platform designed to help businesses automate and scale personalized customer interactions through conversational AI, intelligent automation, and omnichannel support.

It specializes in providing businesses with chatbots and virtual assistants that handle customer queries, automate tasks, and deliver personalized support across various digital channels. This includes websites, mobile apps, and messaging platforms like WhatsApp and Facebook Messenger.

The platform also provides tools for creating custom workflows and automations, allowing businesses to tailor their customer service processes to meet specific needs.

Top Features

Ada Reasoning Engine. Provides accurate, context-aware responses by learning from past interactions and continuously improving over time.

Ada Email. Integrates with traditional email support systems, allowing Ada to autonomously handle customer email queries. It parses incoming emails, extracts key information, and formulates intelligent responses based on predefined workflows and machine learning models.
Ada Messaging. Offers omnichannel support by integrating with popular messaging platforms such as WhatsApp, Facebook Messenger, and SMS.

Ada Voice. Uses speech recognition and voice synthesis to understand spoken queries and provide accurate responses.

Contextual Escalation. When a query requires human intervention, Ada seamlessly escalates the conversation to live agents. The platform provides agents with the full context of the conversation, including customer history and previous interactions, ensuring a smooth handoff and a more efficient resolution process.

What Do Users Like About ADA?

User-Friendly and Intuitive Setup. Ada’s platform is considered easy to use, with a drag-and-drop interface that simplifies the process of setting up automated responses [*].
Efficient for Small Teams. Ada has helped smaller support teams manage a high volume of inquiries by handling easy-to-resolve issues, allowing agents to focus on more complex tasks and reduce their backlog [*].

Insightful Reporting. Users appreciate the simplicity and utility of Ada’s platform, as well as the insightful reports it generates, providing valuable data for improving customer support operations [*].

What Do Users Dislike About ADA?

Complex Implementation. Ada’s implementation can be a heavy lift, especially when generating complex intents, which require technical knowledge of placeholders and APIs [*].

Inconsistent Reporting.
Some users rely heavily on Ada’s reports for training and reporting, but conflicting data has made it difficult to gauge the bot’s effectiveness [*].

Lack of Data Aggregation Across Multiple Bots. Users managing multiple chatbots with Ada report that the bots do not connect or share data, leading to a fragmented experience [*].

ADA Pricing

Contact ADA for more information.

16. Gorgias AI Agent

Gorgias AI Agent is an autonomous support assistant designed specifically for eCommerce businesses. It leverages the power of artificial intelligence to automate customer service tasks, improve response times, and enhance the overall customer experience. Trained on your store's data, policies, and brand guidelines, Gorgias AI Agent can understand and respond to customer inquiries with personalized, human-quality answers.

This AI-powered tool goes beyond simply answering questions. It can also perform actions like modifying orders, updating shipping information, and processing returns, freeing up your support team to focus on more complex or high-value interactions.

Top Features

Autonomous Responses: Gorgias AI Agent can automatically respond to customer inquiries across various channels, including email, live chat, and social media. It understands complex questions, asks clarifying questions when needed, and provides accurate and comprehensive solutions.
Ecommerce Actions: Integrated with platforms like Shopify and Recharge, Gorgias AI Agent can perform actions like editing orders, managing subscriptions, and processing returns without human intervention.
Personalized Communication: The AI Agent tailors responses to individual customers by considering their past interactions, order history, and preferences. This personalized approach ensures a more engaging and satisfying customer experience.
Human-like Tone: Gorgias AI is designed to communicate in a natural, empathetic tone that aligns with your brand voice. This helps to build rapport with customers and create a positive impression.
Continuous Learning: The AI Agent continuously learns from its interactions and feedback, improving its accuracy and efficiency over time.
Multi-language Support: Gorgias AI Agent can communicate with customers in multiple languages, expanding your reach and improving customer satisfaction across different regions.

What Do Users Like About Gorgias AI Agent?

Fast and efficient: Users praise Gorgias for speeding up their customer service response times and improving overall customer service operations. [*]
Easy to use: Setting up and using Gorgias AI Agent is reportedly a breeze. Its intuitive interface makes customer support easy to navigate and provide efficient service to customers. [*]
Seamless ecommerce integrations: Gorgias AI Agent's tight integration with popular eCommerce platforms like Shopify is a major plus for numerous users. [*]

What Do Users Dislike About Gorgias AI Agent?

No support for CCPA/DCAR requests. The only way to delete a customer if they submit a privacy request is to scroll through all customers to check a box next to them. [*]
Missing basic features: Some users found competing platforms like Zendesk and Kustomer offered more comprehensive features that Gorgias lacked, hindering their workflow. [*]
Overpriced. Gorgias is simply priced too high compared to the rest of the market and what it has to offer. [*]

Gorgias AI Agent Pricing

Gorgias pricing is based on the number of "billable tickets" (emails, chats, etc.) you handle monthly. They offer tiered plans (Starter, Pro, Advanced) with increasing ticket allowances and features.

Factors influencing cost:

Number of tickets: Going over your plan's limit incurs extra charges.
Number of integrations: Connecting to platforms like Shopify impacts pricing.
Add-ons: Features like voice and SMS support cost extra.

Gorgias also has agent-based pricing for larger teams. Contact them directly for a precise quote tailored to your needs.

Automate Tedious Manual CX Processes With Kustomer

Kustomer Assist is designed to automate repetitive tasks, prioritize inquiries based on urgency, and ensure that every customer gets a timely, personalized response.

This means your team can focus on what really matters — building stronger customer relationships.

But Kustomer Assist isn’t just about ‘speeding up response times’; it’s about improving the quality of your service.

With each interaction, the platform learns and continuously enhances its ability to assist your agents, suggest responses, and even handle queries autonomously.

Your team benefits from smarter workflows, while your customers enjoy seamless, high-quality experiences.

FAQs About
AI Customer Service Solutions

What is AI Customer Service?

AI customer service involves using artificial intelligence technologies to enhance and automate customer support processes.

This includes AI-powered chatbots for handling basic inquiries, sentiment analysis to understand customer emotions, and automating routine tasks to boost agent efficiency.

The goal is to provide faster, more personalized, and efficient customer service.

What is AI Customer Service Software?

AI customer service software is any solution that leverages artificial intelligence to automate and enhance various customer service tasks.

These platforms are designed to handle a wide range of customer interactions, such as answering frequently asked questions, resolving issues, and providing personalized support, often without the need for human intervention.

Top Features and Functionalities to Look for in AI Customer Service Tools

Omnichannel Support. The ability to provide seamless customer service across multiple channels, such as email, chat, social media, and voice.

Chatbots and Virtual Assistant.
AI-powered tools that can handle routine inquiries, provide self-service options, and escalate complex issues to human agents when necessary.

Intelligent Routing and Triage. The ability to automatically categorize and route inquiries to the most appropriate agent or department based on factors like customer history, issue type, and agent expertise.

Agent Assist. Real-time suggestions, knowledge base articles, and next-best-action recommendations to empower agents during customer interactions.

Sentiment Analysis. The ability to analyze customer emotions in real-time to enable agents to tailor their responses and address customer issues proactively.

Self-Service. AI-powered tools such as conversational knowledge bases and FAQ chatbots that allow customers to discover suitable answers and resolve issues independently.

Predictive Analytics. The ability to analyze customer data and predict future behavior or needs, enabling proactive and personalized support.

Voice Recognition and Transcription. The ability to transcribe and analyze customer conversations to gain insights and improve agent performance.

Personalization. The ability to tailor customer interactions based on individual preferences, history, and context.

Integration Capabilities. Seamless integration with existing CRM, ticketing, and other business systems.

Analytics and Reporting. Comprehensive dashboards and reports to track key performance indicators and measure the impact of AI on customer service.

Benefits of AI Customer Support Tools

Faster Response and Resolution Times. AI tools like chatbots handle simple queries instantly, drastically reducing customer wait times, improving resolution times, and boosting satisfaction.

Improved Accuracy. AI systems provide more accurate information, reducing errors and minimizing back-and-forth communication, leading to a better overall experience.

Actionable Insights. AI analyzes customer data to uncover trends, preferences, and pain points, enabling businesses to make informed decisions to enhance their offerings.

Personalized Experiences. AI tailors interactions based on customer data, offering personalized recommendations and support, leading to greater loyalty.