Artificial intelligence (AI) is rapidly changing the landscape of customer service, reshaping the way businesses operate by automating routine tasks and enabling faster, more accurate responses. In fact, using AI for customer service can make a big difference for customer satisfaction in this time when efficiency is so highly valued.
And customers are primed for it. According to Statista, nearly three-quarters (73%) of shoppers believe AI can have a positive impact on customer experience.
Of course, AI’s role in customer service isn’t to replace human support, but to make the job of your support team more manageable. AI tools can handle simple inquiries, freeing up time for customer service reps to address more complex issues. It’s about striking the right balance between automation and human interaction, and it’s a strategy that successful businesses are starting to embrace.
In this article, we’ll share our picks for the best AI tools and discuss how AI can improve customer service operations and why this technology plays such a critical role in today’s business landscape.
5 Best AI Tools for Customer Service
AI tools are about making your services smarter, faster, and more personal, all serving to boost your business operations and customer satisfaction levels. There are several different types of AI tools, including:
- Chatbots: A classic tool in conversational AI for customer service, chatbots are programmed to simulate human-like interactions, answering common customer queries and resolving simple issues.
- Virtual Assistants: These tools, like Amazon’s Alexa or Google’s Assistant, can learn from past interactions, adjust response patterns, and provide more customized support for an enriched customer experience.
- Sentiment Analysis Tools: Sentiment Analysis tools can process language, interpret emotion, and monitor social media or customer reviews to assess your customers’ feelings towards your company.
Not all AI tools are created equal, and the one you need for your business depends on the level of AI customer service automation you’re looking for. Here are 5 of the best AI tools for customer service for you to consider.
Groove is a comprehensive customer service platform, designed specifically with small businesses and teams in mind. It provides a simplified yet powerful framework for customer support, offering services like a unified inbox, knowledge base, live chat, and reporting. Its user-friendly design allows businesses to save time, focusing on delivering superb customer service instead of wrestling with complicated tools.
Groove’s AI features are an integral part of what makes it a powerful tool for businesses. One such feature is Instant Replies. This is an AI component that turns a specific customer response you’ve crafted into a generic, reusable instant reply with a single click. By creating a store of intelligent, automated responses, you save time on drafting similar responses, focusing instead on solving unique customer problems that need your attention. Groove also has generative text in the works to help with creating knowledge base articles based on your replies to customer conversations.
Another notable set of AI features is Conversation Summaries and Conversation Explanations. With the Summaries feature, you can turn lengthy conversation threads into a concise, bulleted list. The summaries are then saved as internal notes, acting as handy, easy-to-read reference points for team members. With Explanations, Groove uses generative text to provide your team a clear understanding of what your customers need.
Groove also includes more than 50 automation templates to help you automatically route conversations, categorize and organize them, and use time-based conditions to ensure you’re meeting your customer support goals. Plus, it offers native integrations with several of the top apps your business is probably already using, like Shopify, Stripe, and Mailchimp.
Price: Free trial available. Plans including AI features start at $20/user per month.
Get started with GrooveHQ today — sign up for a free trial!
Zendesk is a customer service platform designed for businesses of all sizes seeking a comprehensive solution to streamline their customer support processes. Its broad range of tools and capabilities make it a nice option for businesses aiming to deliver excellent customer experiences across multiple channels.
The platform’s AI features include bots, agent assistance, and intelligent workflows. The AI can be leveraged for intelligent ticket routing and faster service delivery. Additionally, Zendesk’s AI can help improve your knowledge base by identifying gaps and opportunities for improvement.
Price: Free trial available. Plans start at $19 per month and include some AI features. Additional AI features are available with the Advanced AI add-on priced at $50/user per month. The add-on is not available on legacy plans and only available on Suite Professional or Support Professional and above.
Intercom is a customer communication platform aimed at businesses seeking to improve and streamline their customer support processes. It is designed for companies of various sizes and industries, offering tools for managing support queries, proactive interactions, and efficient communication across different channels.
Intercom’s AI features are built to enhance customer service by reducing ticket volume and accelerating response times through conversation summaries, AI-powered message drafting, and knowledge base article generation. The standout AI feature here, though, is the AI chatbot, known as Fin. The chatbot’s value lies in providing safe, accurate answers while handing off complex issues to human support agents. It’s compatible with various languages, and customizable workflows are provided for easier integration with your existing support process.
Despite the potential benefits from Intercom’s AI chatbot, Fin, it is worth noting that the cost associated with its implementation, at nearly $1 per resolution, can be high. Additionally, some reviews have criticized the performance in specific scenarios, which might impact its effectiveness for certain businesses.
Price: Free trial available. Plans start at $39/user per month with the more advanced AI features available at higher-priced plans. Fin usage is measured in resolutions at a cost of $0.99 per resolution.
Freshdesk is a customer support software from Freshworks, suitable for businesses that aim to streamline their customer service operations and interactions. It caters to those looking to manage and resolve support tickets effectively at scale. Its optimization for businesses of varying size makes it a versatile choice across industries.
The platform’s AI features are available through add-ons with the Freshbots add-on providing chatbot usage and the beta Freddy Copilot and Freddy Insights add-ons offering machine learning, predictive analysis, and more. With these add-ons, Freshdesk utilizes AI-powered automations to eliminate redundancy, enabling teams to function more efficiently.
Price: Free trial available. Plans start at $15/user per month. The Freshbots add-on (powered by Freddy Self Service) is $100 per 1,000 bot sessions. Freddy Copilot and Freddy Insights are free while in beta but are available only on Pro and Enterprise plans.
Custify is a customer success platform designed primarily to help SaaS businesses looking to reduce customer church to streamline their customer relations and enhance customer service.
The platform’s AI capabilities provide an overview of customer health and activity, enabling a proactive approach by identifying risks and opportunities in real-time. It includes an alerts system that works with the AI to ensure no significant customer event goes unnoticed. This enables companies to be more proactive, cutting down churn, and enhancing customer satisfaction. Additionally, the AI-driven predictive insights enable teams to identify trends.
Price: Available upon request.
Benefits of AI for Customer Service
Now that we’ve shared our picks of the best AI tools for customer service, let’s talk more about what using these tools can do for your business to help you face increasing demands, streamline operations, and find opportunities for growth and increased efficiency. Here are some key benefits you can gain from implementing AI in your customer service:
AI enables automation of repetitive tasks, such as answering frequently asked questions and routing customer inquiries to the right department. This frees up your team’s time, allowing them to focus on more complex issues specific to each customer.
AI-powered tools enable you to more easily analyze customer information and behavior to deliver tailored recommendations, and support. The result is a more customized and satisfying experience that fosters customer loyalty and satisfaction.
While implementing AI tools may have an initial cost, it reduces the need for additional personnel to handle repetitive tasks. This can lead to cost savings over time in staffing and workforce management.
AI-driven systems can enable your team to handle higher volumes of customer inquiries, making it easier to scale as your business grows. This helps you meet increased demand without overtaxing your team and ensures consistent service levels during peak times.
Better customer engagement
AI can make it easier to identify patterns, sentiments, and trends, providing valuable insights into customer behavior. This data enables you to optimize and adapt your customer service strategy, fostering deeper engagement and stronger relationships with your clients.
Which Is the Best AI Tool for Customer Service?
Groove’s unique combination of streamlined efficiency and user-centric operation makes it a strong contender when seeking the best AI for customer service. With features designed to turn repetitive tasks into automated processes, Groove frees up your staff to focus on what really matters — personalized, human customer interactions.
Customer support is all about building relationships, so the best tool will seek to strike a balance between AI’s precision and speed, and the nuanced understanding and empathy that only a human touch can offer. Businesses flourish when they can blend these elements, automating where it makes sense, while leaving room for the human element when handling complex queries or nurturing key client relationships.
To see how smoothly Groove fits into this balanced approach, sign up for a free trial. It’s a zero-risk way to see how Groove’s features can help boost your business’s customer service operations and keep your customers happy.