AI Customer Service Software : Editors’ Pick for 2024

As businesses continue to grow, customer satisfaction is becoming a central goal. But meeting customer service demands in real time is challenging, especially for small to medium-sized support teams.

This is where AI customer service software steps in. AI tools can automate routine tasks, predict customer behavior, and even analyze customer sentiment to improve service quality.

With the right AI solution, your team can provide faster, more accurate responses and reduce the strain on human agents.

In 2024, many AI-powered tools will lead the charge in improving customer service operations.

Whether you’re looking to enhance customer experience, streamline support processes, or handle large volumes of customer inquiries, these ten AI tools will help you stay ahead of the curve.

This article will walk you through the best AI tools for customer service, from affordable options for small businesses to more robust platforms designed for enterprises. Let’s dive into the top solutions for 2024 and see how they can help you manage customer service more efficiently.

What is AI Customer Service?

AI customer service refers to the use of artificial intelligence (AI) to automate and enhance customer service interactions. This technology leverages machine learning, natural language processing (NLP), and predictive analytics to handle tasks that would traditionally require human agents.

The goal of AI in customer service is to improve customer satisfaction by providing instant, accurate responses, handling routine tasks, and offering personalized support.

Key Components of AI Customer Service:

1. AI-Powered Chatbots: These are the most visible form of AI customer service.
2. Chatbots can handle customer queries, provide relevant responses, and escalate issues to human agents when necessary.
3. With advancements in NLP, AI chatbots can now understand complex customer conversations, detect sentiment, and offer more human-like interactions.
4. Automation of Support Processes: AI systems can automate tasks like ticket creation, routing customer requests to the right departments, and even offering instant self-service solutions through knowledge bases.
5. This reduces the load on support agents and ensures that customers get quick answers to their questions.
6. Sentiment Analysis: AI can analyze the tone and mood of customer interactions, helping businesses understand how customers feel about their products or services.
7. This is crucial for addressing issues before they escalate, improving customer service strategy, and enhancing overall customer experience.
8. Personalization and Predictive Analytics: AI helps businesses offer personalized support based on customer data and behavior.
9. It can predict customer needs, recommend solutions, and even identify customers who are likely to churn, allowing support teams to take proactive steps to retain them.

---

The 10 Best AI Customer Service Software for 2024

Now that we’ve covered what to look for in AI customer service software, let’s dive into the best tools available in 2024.

Each of these AI solutions offers unique features to help customer support teams handle customer inquiries, improve customer satisfaction, and streamline customer service operations.

Software	Pricing (Monthly)	AI Capabilities	Ease of Use
Desku	$19	Omnichannel Inbox, AI Advanced chatbot, ticketing automation	Very Easy
Intercom	$69	Chatbot, lead qualification	Moderate
Zendesk	$49	Chatbot, ticketing automation	Hard
Freshdesk	$29	AI-powered ticketing	Moderate

1. Desku

Why Desku?
Desku stands out as a cost-effective solution, perfect for small and medium businesses aiming to streamline their customer service operations.

This AI customer service software offers multichannel support, enabling support teams to handle customer inquiries from email, chat, and social media all in one place.

Key Features:

• AI-powered ticket management and chatbots
• Multichannel customer service platform
• Real-time customer sentiment tracking
• Self-service options for customers

Best For:
Small and medium businesses looking for affordable, easy-to-implement AI customer support tools that enhance customer service experiences.

Desku is built to boost agent efficiency and help handle routine tasks like ticket assignment and answering frequently asked questions.

Pricing:
Free trial available, paid plans starting at $19 per month​

---

2. Zendesk

Why Zendesk?
Zendesk is well-known for its robust AI-powered tools designed to optimize customer service operations. Its AI agent helps with intelligent ticket routing, categorizing customer queries, and providing relevant responses to frequently asked questions using knowledge base articles.

Key Features:

• AI customer service bot for automated responses
• Intelligent routing for customer service requests
• Multilingual support with predictive analytics
• Real-time agent assistance

Best For:
Large support teams with high volumes of customer inquiries. Zendesk’s AI capabilities enhance customer interactions, making it perfect for enterprise-level businesses.

Pricing:
Plans start at $59 per agent/month​

Read More: Zendesk Pricing Analysis: Is It Worth the Expense?

---

3. Freshdesk

Why Freshdesk?
Freshdesk, powered by Freddy AI, helps support teams manage customer interactions across various channels.

Freddy’s AI powers features like ticket automation and real-time response suggestions, enabling agents to handle customer requests more efficiently.

Key Features:

• AI-powered chatbots and ticketing automation
• Omnichannel customer service functionality
• Sentiment analysis to track customer satisfaction
• AI-driven customer data insights

Best For:
Small to mid-sized businesses that need to centralize customer service across multiple platforms.

Pricing:
Free version available, paid plans starting at $39 per agent/month​

Read More: Detailed Freshdesk Pricing [Plans + Billings + Addons ]

---

4. Tidio

Why Tidio?
Tidio is known for its ease of use and powerful AI chatbots, including Lyro AI, which can handle customer conversations without requiring human agents.

This is ideal for businesses looking to improve customer service while managing costs.

Key Features:

• AI-powered customer service bot (Lyro)
• Multichannel support, including live chat and email
• Built-in natural language processing (NLP) for customer interactions
• Automated responses and intelligent ticket routing

Best For:
Small businesses needing fast and scalable customer support solutions with conversational AI​

Pricing:
Starts at $29 per month

Read More: 10 Best Tidio Alternatives and Competitors

---

5. Helpshift

Why Helpshift?
Helpshift excels in providing AI customer service solutions tailored for mobile platforms. It’s especially useful for businesses that receive a large number of mobile-based customer requests.

With AI-powered ticket distribution and sentiment analysis, Helpshift boosts agent productivity and customer satisfaction.

Key Features:

• AI-powered ticket automation
• Sentiment analysis to gauge customer emotions
• Self-service knowledge base for customers
• Centralized agent workspace

Best For:
Companies focused on mobile app support and e-commerce platforms

Read More: Desku Vs Helpshift : What are key differences?

---

6. Kustomer IQ

Why Kustomer IQ?
Kustomer IQ integrates AI to streamline customer service processes, offering an omnichannel approach that unifies all customer data into a single view.

Its AI chatbots and agent assist tools help reduce response times and improve the customer service experience.

Key Features:

• AI-driven chatbot for handling routine customer interactions
• Sentiment analysis and intelligent routing
• Unified customer data for better context in customer service interactions

Best For:
Mid-market and enterprise businesses looking for an omnichannel approach to customer support​

---

7. Help Scout

Why Help Scout?
Help Scout is known for its ease of use, making it ideal for growing businesses that want to provide high-quality customer support without the need for heavy technical expertise.

Its AI tools are designed to streamline operations while enhancing the customer service strategy with self-service options.

Key Features:

• AI-powered self-service support
• Multichannel customer service platform
• Knowledge base integration for instant responses
• Customer sentiment tracking

Best For:
Growing businesses that need to improve customer satisfaction without overhauling their existing customer service platforms

Read More: Desku Vs Helpscout : Best for omnichannel support

---

8. Balto

Why Balto?
Balto uses AI to guide support agents in real time during customer conversations.

Its call guidance and note-taking features help support teams improve response quality and solve customer queries more efficiently.

Key Features:

• Real-time AI guidance for customer calls
• Automated note-taking and sentiment tracking
• Agent performance insights to boost productivity

Best For:
Call centers that handle large volumes of customer calls and need real-time assistance for agents

---

9. Salesforce Einstein

Why Salesforce Einstein?
Salesforce Einstein integrates AI across its CRM platform, automating customer service operations like case classification and chatbot support.

It also provides predictive analytics to anticipate customer needs, making it ideal for businesses already using Salesforce.

Key Features:

• Predictive analytics for customer inquiries
• AI-powered case classification and automated responses
• Multichannel integration across chat, email, and social

Best For:
Businesses looking to integrate AI with their existing CRM to enhance customer relationships

---

10. HubSpot

Why HubSpot?
HubSpot’s AI customer service tools are designed to work seamlessly with its CRM and marketing platforms.

The AI-powered chatbot helps handle customer support queries while also assisting with sales and marketing efforts.

Key Features:

• AI-powered chatbots for customer inquiries
• Integration with CRM and marketing automation tools
• Predictive insights for sales and customer support

Best For:
Businesses that want an integrated marketing, sales, and customer service platform​

---

Key AI Customer Service Statistics

1. 70% of consumers expect AI to transform their experience with companies. – ( Source )
   
   This highlights the high expectations consumers have for AI’s impact on their interactions with businesses.
2. 40% of consumers believe AI improves their customer experience. – ( Source )
   
   Consumers recognize the positive impact AI can have on their interactions.
3. 25% of customer service interactions will be handled by AI by 2025. – ( Source )
   
   The increasing reliance on AI in customer service is evident.

How to Choose the Right AI Tool for Your Customer Service Teams

With so many AI customer service tools available, it’s important to find the one that best fits your business needs. Choosing the right solution involves matching your company’s size, support volume, and specific service challenges with the features offered by AI software.

Here are some steps to guide your decision:

1. Evaluate Your Business Size and Support Needs

• Small businesses: If you’re running a small to medium-sized business, look for AI tools that are easy to implement and manage, like Desku or Help Scout.
• These platforms provide essential AI functionality without overwhelming your team with complex integrations.
• Enterprises: Larger organizations that deal with high volumes of customer inquiries will benefit from more robust tools like Zendesk, Freshdesk, or Salesforce Einstein, which offer extensive automation, ticket management, and predictive analytics features.

2. Define Your Key Support Channels

• If your business handles multichannel customer service, make sure to choose an AI tool that supports all necessary platforms, such as email, social media, chat, and phone.
• Desku, Freshdesk, Tidio, and Kustomer IQ are strong options for businesses with omnichannel support needs.
• For businesses focused on mobile support, Helpshift stands out with its AI-powered tools designed specifically for mobile app-based customer service.

3. Assess the Complexity of Customer Requests

• If your support team regularly deals with complex customer queries, you’ll need AI systems with advanced capabilities like natural language processing (NLP) and sentiment analysis. Zendesk, Kustomer IQ, and Salesforce Einstein offer strong NLP tools that help agents understand and respond to more nuanced customer issues.
• For simpler routine tasks, tools like Desku or Tidio can automate responses to common questions and provide a smooth self-service experience for your customers.

4. Consider Self-Service and Automation

• Self-service options can significantly reduce the workload for support teams by allowing customers to find answers themselves.
• Look for AI tools that offer robust knowledge bases, such as Help Scout and Freshdesk, which can help customers troubleshoot issues on their own.
• Automation is another critical feature. Tools like Zendesk and Kustomer IQ provide intelligent routing, ensuring that customer requests reach the right agents or departments quickly and efficiently.

5. Integration with Existing Platforms

• It’s crucial that your chosen AI customer service tool integrates seamlessly with your existing CRM, help desk, or other customer service platforms.
• Salesforce Einstein and HubSpot are excellent examples of tools that integrate with broader CRM systems, helping you manage customer data and improve service quality.

6. Budget and Scalability

• Your budget will play a major role in choosing the right tool. Desku and Tidio are great budget-friendly options for small businesses, while larger businesses might invest in pricier solutions like Zendesk or Salesforce to handle high volumes of interactions.
• Also, consider scalability. As your business grows, you may need more advanced features like predictive analytics, intelligent routing, or more sophisticated chatbot capabilities.

Conclusion: Automating Customer Queries for Higher Satisfaction

AI-powered customer service tools are no longer just a nice-to-have; they’re essential for businesses that want to stay competitive and provide superior customer service.

Whether you’re a small business owner looking for a cost-effective solution like Desku, or a large enterprise needing robust tools like Zendesk or Salesforce Einstein, AI tools can revolutionize how you meet customer demands, improve customer satisfaction, and boost support team efficiency.