Consumers demand high-quality support at all times. This can be a huge challenge for your support team, which is already experiencing high workloads. The answer? AI customer service software.
AI made its entrance a few years ago, and it’s getting better. What software is the best for your online business? Stop searching; we’ve gathered a list of the best software tools available right now. Let’s dive right in.
AI customer service tools are platforms that use artificial intelligence to enhance customer service, support, and engagement. These tools use AI technologies like machine learning, natural language processing, and natural language understanding to improve customer support. They are part of a bigger category, customer service automation. But specifically use AI to improve customer support.
Research by Gartner shows 38% of executive leaders are investing in AI to improve the customer experience. This is great. However, with a large range of software solutions available, it’s not easy to decide which tool is the best for your business.
Let’s first look at the possibilities of AI customer service tools and the difference between working with AI and implementing conversational AI.
There are different types of AI software available when it comes to customer service. Here’s a breakdown of the key functions of the tools.
Each software solution offers different functionalities. That’s why it’s important to understand what type of AI software you’re looking for in order to implement it successfully into your support operations.
AI automation refers to using artificial intelligence to automate repetitive and rule-based tasks. You can think of processing orders, data entry, email sorting, task automation, workflow optimization, and more.
Conversational AI refers to artificial intelligence that enables humanlike interactions between computers and customers. Examples include chatbots and virtual assistants that help your team work better and faster.
In e-commerce support teams, AI is used to streamline internal processes to help teams operate more efficiently, while conversational AI provides interactive and personalized support.
You can decide to ask AI for support in selecting software, but it will miss some context regarding your way of working and business processes. So we’re here to help. We’ve gathered the best solutions available for your e-commerce business right now.
We’re kicking off the list with Neople—yes, that’s us. Neople is a digital coworker designed to upgrade support by improving customer service in a human-centered way.
A Neople isn’t just AI; it’s a collaborative team member that learns from your company’s unique knowledge base and tool stack. This ensures Neople delivers fast, complete, and on-brand responses, helping streamline workflows while retaining a natural tone that feels personal. Always eager to learn, Neople adapts with every interaction, becoming more efficient and effective as time goes on.
Thanks to Neople Studio, your senior team members can train your Neople to provide tailored responses, ensuring exceptional support 24/7. Whether resolving repetitive inquiries, assisting with complex customer needs, or maintaining a consistent brand voice across all touchpoints, Neople is here to help teams focus on meaningful, creative, and fulfilling work.
A Neople works wherever you work and can be embedded into any existing system. Neople empower support teams to boost customer satisfaction, improve response times, and reduce the workload per tick. All while nurturing customer loyalty.
By integrating with your existing systems, Neople empowers your support teams to boost customer satisfaction, improve response times, and reduce the workload per ticket—all while nurturing customer loyalty.
Not sure how to get started? No worries, our success team and managed services make sure you're support with AI-adoption from A to Z.
Website: Neople.io
Key features
Pricing: Hire a Neople from 1500/pm
Target audience: Primarily focused on customer support teams in e-commerce
Sprinklr AI is an AI-driven platform designed for enterprises to boost productivity and decision-making across customer service and marketing teams. Sprinklr AI offers various solutions and features for different industries.
It provides a customer experience management (CXM) solution that uses AI to process extensive data sources and generate actionable insights. Specifically in customer support, its AI can give real-time suggestions for next best actions and provide contextual recommendations.
With Sprinklr AI, you can unify customer service teams across social, digital, and voice channels.
Website: Sprinklr.com
Key features (for customer service):
Pricing: From $249 per seat/month
Target audience: Support and marketing teams at enterprises at various industries
Ultimate.ai, recently acquired by Zendesk, is a customer support automation platform powered by AI, designed to help businesses automate and enhance their customer service operations.
The software is designed for enterprises across different industries such as e-commerce, finance, travel, telecommunications, and healthtech.
It offers features like generative AI for FAQ handling, chat and ticket automation, and a no-code dialogue builder for customizing interactions. It integrates with CRMs and back-office systems to improve customer support.
Website: Ultimate.ai
Key features:
Pricing: Available on request
Target audience: Customer service teams in enterprises across various industries
Kustomer is an AI-powered customer service CRM platform designed to enhance customer support through data-driven insights and automation. It helps enterprise businesses deliver personalized and efficient customer service by integrating various communication channels and customer data into a single platform.
The software provides a 360-degree view of customer interactions via phone, email, chat, text, social, and messaging. It focuses on omnichannel conversations, smart automation, and no-code customization.
Website: Kustomer.com
Key features:
Pricing: From $89 per month per user
Target audience: Customer service teams in enterprises
Freddy AI by Freshworks is an AI-powered platform designed to improve customer and employee experiences through automation and advanced analytics. It integrates with Freshworks products to enhance efficiency across support, sales, and marketing functions.
Freddy AI offers three different services: 'Freddy Self Service' for intelligent chatbots, 'Freddy Copilot', an AI coach and collaborator, and 'Freddy Insights', which provides AI-driven insights to anticipate issues and spot opportunities.
Website: Freshworks.com
Key features:
Pricing: Freddy AI is available as separate add-ons on top of Freshdesk plans, starting from $100 for 1000 Freshbots sessions or $29 per agent/month.
Target audience: Customer support, sales and marketing, IT support and developers in small and mid-market organizations.
Ada is an AI-powered customer service automation platform designed to improve customer experiences and operational efficiency. It helps businesses automate customer interactions across various channels, providing instant, personalized support.
Ada functions as an AI agent, replacing hard-coded chatbots. This AI agent supports online shoppers throughout the customer journey.
Website: Ada.cx
Key features:
Pricing: Offers separate pricing for the chatbot and AI agent, available on request
Target audience: Enterprises in e-commerce, FinTech, SaaS, gaming, and other industries
Yuma.ai is an AI-powered automation platform tailored for e-commerce businesses. It focuses on enhancing customer service by automating interactions, increasing productivity, and decreasing operational costs.
The platform integrates with multiple e-commerce systems to provide support agents with the right tools to become more productive.
Website: Yuma.ai
Key features:
Pricing: From $239 per month for 2000 billable tickets
Target audience: Customer service teams in e-commerce
Tidio is a customer service platform that combines live chat, chatbots, and AI-driven automation to improve customer support and engagement for businesses of all sizes.
Lyro is Tidio’s AI chatbot that automatically answers common questions and performs recurring tasks. Lyro is a conversational AI that can talk to your customers and answer questions using support content.
Tidio integrates with websites and multiple platforms to offer a complete solution for managing customer interactions.
Website: Tidio.com
Key features (Lyro AI Chatbot):
Pricing: From €39 per month for 50 Lyro conversations
Target audience: E-commerce businesses, small to medium-sized enterprises and online service providers
Jochem.ai is an AI-powered platform designed to provide instant, accurate answers to customer and employee questions. It improves knowledge management and operational efficiency by connecting users to the right information or experts within the company.
Company information feeds Jochem, meaning you can connect your knowledge base, separate files, CRM data, product data, FAQs, and website data. Jochem integrates with most knowledge bases, communication suites, and contact centers.
Website: Jochem.ai
Key features:
Pricing: Available on request
Target audience: Customer support and internal support teams at enterprise level
Trengo is a customer communication platform that integrates AI and automation to streamline and optimize customer interactions. It allows businesses to manage multiple communication channels from a single interface, improving efficiency and customer satisfaction.
Trengo’s AI HelpMate is a digital teammate that handles repetitive tasks for support and sales teams. Thanks to AI, HelpMate is able to manage repetitive, manual, and high-volume conversations.
Website: Trengo.com
Key features:
Pricing: From €99 per month for 5 users per month and 1,200 conversations per year
Target audience: Small to medium-sized enterprises (SMEs) in various industries
Zendesk AI is part of Zendesk, a customer service and engagement platform that helps businesses manage customer interactions across multiple channels. It provides tools for support, sales, and customer engagement, enabling companies to improve customer satisfaction and streamline their operations.
Zendesk AI is an AI-powered solution designed to streamline and optimize customer interactions. Built on real customer service data, it provides personalized support, automates routine tasks, and offers real-time insights to improve efficiency and customer satisfaction.
Website: Zendesk.com
Key features:
Pricing: Zendesk Suite from €149 per/month with advance AI add-on for €50 per agent/month
Target audience: Small- and medium sized businesses (SMEs) and enterprises in various industries
Sierra is a conversational AI platform designed to enhance customer experiences by providing empathetic and effective support. It helps businesses automate customer interactions while maintaining brand consistency and improving operational efficiency.
Sierra AI offers an AI agent that mirrors the nuances of human communication to ensure organic interactions while improving customer satisfaction.
Website: Sierra.ai
Key features:
Pricing: Available on request
Target audience: Large enterprises in various industries such as consumer goods, technology, and services
Now that you know which solutions are best in class, let’s look at how to select the right one for your business. Choosing the wrong solution can be a costly mistake.
Here’s what to consider when selecting the right solution:
Last but not least, it’s definitely worth requesting demos for the solutions that seem best at first glance. A demo gives you valuable insights into the software’s capabilities, working methods, and allows you to ask the right questions, all of which help you make the right decision.
Many AI solutions are missing the right soft skills. To make a difference in the e-commerce customer experience, you need to provide the right answer, in the right tone of voice, and lightning fast at all times.
That’s why we’ve built Neople. We’re here to solve your customer support challenges. There’s no need to scale your team with more headcount or struggle with overworked employees due to a huge backlog of tickets.
A Neople helps your team automate repetitive tasks and provide the right answer, in the right language and tone in no time. This allows you to increase the quality of your support team and positively surprise your customers with the best and fastest support possible. Both your team and your internal datasets train a Neople, so it always becomes your best colleague ever.
Here’s what makes a Neople stand out as the ideal digital coworker for your support team:
Ready to upgrade your e-commerce support? Hire a Neople and increase customer satisfaction while making your support team’s jobs more enjoyable at the same time. Book a free demo and discover how Bob, Emily, or Max can help you scale support.
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