Imagine it’s Monday morning. You’ve just logged in and found a massive pile of customer service requests. You are overwhelmed but clear the backlog somehow, only to find more incoming service requests waiting for you.

It sounds familiar, right?

Just like you, many customer service agents face the same challenge.

But, GenAI tools reduce incoming support emails and boost your productivity hours. All you have to do is choose one that works for you.

So, whether you are a seasoned manager or a frontline agent managing multiple chats in one go, this guide is for you.

During our research, we found some of the best GenAI tools for customer service. These bots reduce response times and increase customer satisfaction without causing operator burnout.

Let’s explore them below!

11 Best AI Chatbots for Customer Service You Must Explore

1. Document360’s Eddy

Document360’s Eddy is one of the GenAI assistants. enabling customers to find answers faster. As an integral part of the knowledge base solution, Eddy helps customers find relevant articles in the repository with an assistive search option. What’s more, it specializes in summarizing the information that helps customers find a solution and decide faster.

It will show all relevant articles under different categories for the same keyword. With such a feature, your business can ensure that agents encounter fewer customer support tickets and an improved self-service experience.

Eddy also offers detailed analytics data for users to explore customers’ successful and unsuccessful searches. Such efforts help businesses improve their article quality and ensure customers enjoy the best self-service experience with their brand.

Key features:

• Tracks user queries and feedback
• Helps to create business glossary, assisting customers in understanding technical terms faster
• Summarize lengthy articles in concise sentences to improve the self-service experience
• Creates rich content experience with tag and title recommendations
• Provides article recommendations that help customers further understand the product better.

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2. Netomi

Netomi is known for offering a combination of generative tech and LLMs. This combination makes it more capable of answering customer queries faster, reducing support requests for agents in real time. The best part is that it can be deployed with multiple chat applications, such as SMS, online messaging, social media platforms, live chat, email, and more.

Key Features:

• Switches easily between auto-pilot and co-pilot to improve agent performance
• Integrates seamlessly with your customer experience and other support tools
• Helps to build workflows that help agents receive targeted or technical queries for faster resolution
• Trains easily on existing knowledge repository to offer solutions faster
• Comprehends customer intent and sentiment and responds within seconds

3. Zoho Desk

Zoho Desk is a ticket management solution powered by AI capabilities. Zia, their contextual AI, helps support teams answer tickets faster, reducing resolution time. Since it is powered by generative AI, it can create and customize responses based on a ticket’s content. That’s not all. Zia is also known for its sentiment analysis capabilities, where it dives into the feelings of every ticket and accordingly creates empathetic responses for customers.

Key features:

• Share relevant answers using your knowledge base for quick response
• Identifies the nature of the ticket and adds tags automatically
• Notifies agents of anomalies in case suspicious activity takes place in a ticket
• Shows relevant responses to agents when answering tickets from a knowledge base
• Helps you train ticket fields that save you time and boost efficiency

4. Neople

Neople is the perfect solution for eCommerce brands in their native stage who would like to add customer support services but don’t have the budget to hire agents for the same. The team at Neople understands the need for 24/7 service, which is always active and helps companies offer faster responses. It is known for offering answers based on your internal workflows and data. That’s because it trains on company information and integrates seamlessly with the whole tool stack. This approach makes it smarter every time during an interaction and improves customer experience.

Key Features:

• Interacts in multiple languages
• Follows through various guidelines to perfect a support experience
• Builds a human interaction experience for every customer
• Offers 24/7 support successfully to customers
• Trains wells with use cases and conversations

5. Ada

Ada is another AI agent that helps you resolve customer queries faster. Like other AI tools for customer service, Ada also uses resources like repositories and guidelines to answer customer queries instantly. It is even known for engaging with customers at human-level reasoning and ensuring they don’t leave without a solution. You can also interact with the AI agent to set the tone for all the conversations with the customers. Moreover, this solution easily integrates with multiple communication channels, therefore helping you create an omnichannel solution for the business.

Key Features:

• Communicates in 50+ languages with customers
• Identifies key improvement areas by collecting insights on its performance
• Helps you resolve complex queries with reasoning
• Allows you to create both scripted chatbot and AI agent
• Integrates with multiple platforms and retrieves data during conversations with humans

6. Drift by Salesloft

Drift, now owned by Salesloft, is known for its ability to upgrade buyer experience and encourage prospects to make a purchasing decision faster. To proactively engage with buyers and help them make a purchase, you only have to set the high-intent buying signals in the platform. Based on previous data and new data input, Drift can also identify leads that are likely to convert with a little push.

Key Features:

• Helps you set sales calls with prospects in seconds
• Allows you to run A/B tests on TOFU chat content to assess its success rate
• Personalizes chat experience with humans using Bionic chatbots
• Uses conversational marketing to convert prospects into buyers
• Sends emails to prospects based on their buyer activity

7. Stonly

Stonly uses generative AI to create answers that resolve customer queries faster. This has helped many support teams reduce the resolution rate and find more time to resolve more complex queries in real time. This solution is trained using AI to answer more accurately during a conversation. What’s more, it finds relevant help article links and shares them with customers to find more relevant answers in no time.

Key Features:

• Uses best-in-class ML-powered search to help customers find answers faster
• Trains on all resources to provide accurate answers in real-time
• Integrates with multiple platforms and sources answers to complex questions
• Create an omnichannel experience as it can be added to all communication platforms
• Secures data by being HIPAA, GDPR, and SOC2 compliant

8. Conversica

Conversica is a conversational AI that intercepts any stage of the sales funnel and provides support that encourages people to make purchase decisions faster. This revenue digital assistant never leaves your leads behind, allowing you to explore untapped potential sales opportunities hassle-free. It not only engages with leads but also helps you verify if they can be converted into customers or not. This is the perfect tool to bring support and sales teams together and deliver the best SQLs to the team.

Key features:

• Builds robust sales pipeline for your sales team
• Targets hot leads in real-time to convert them faster
• Reactivates old opportunities by sending emails to prospects
• Qualifies all prospects via proactive outreach
• Collects insights that help you improve customer health and boost retention

9. Kommunicate

Kommunicate is one of the oldest yet most reliable AI chatbots for customer service in the SaaS industry. It helps you run your customer service on autopilot. Answers can be modified and upgraded based on the information added to the system and its experience during every customer interaction. This no-code generative AI chatbot platform also enables users to personalize customer conversations in their regional languages.

Key Features:

• Add a touch of empathy based on the flow of the conversation
• Handles basic conversations and passes on complex questions to agents
• Integrates seamlessly with existing customer service stack
• Trains easily on existing company data and other resources to tackle more conversations faster
• Complies with GDPR, SOC2, ISO 27001, and HIPAA

10. Botsify

Botsify is another customer service AI tool that helps you build a seamless customer conversation experience. Once integrated with various communication channels, you can cater to customer queries 24/7 and ensure they don’t leave without an answer or an action. This tool has successfully helped businesses reduce customer wait time by sending prompt responses in seconds. The solution is also proactive at reaching out to prospects in case they are at the decision-making stage and helping businesses boost their sales.

Key Features:

• Generates qualified leads for your business
• Contacts prospects proactively
• Schedules sales calls and keeps the pipeline full
• Converts tedious web forms into engaging conversations
• Qualifies leads based on their purchase behavior on your website

Questions to Ask About GenAI Tools

We’ve explored some of the top solutions in the market for you above. But how do you evaluate them for your customer service needs?

Don’t worry; we’ve done the leg work for you. Here’s a list of crucial questions that you must ask when evaluating AI-powered chatbots for your customer service teams:

• How easily does it integrate with our existing customer service tech stack?
• What languages does it support?
• Can it handle complex, multi-step inquiries, or is it limited to managing basic conversations that are later assigned to support agents?
• How does it learn and improve over time?
• What level of customization does it offer?
• Is it capable of handling sensitive customer data?
• How does it personalize the conversation experience using the existing data in the system?
• Can it seamlessly transfer to human agents when needed?
• What analytics and reporting features does it provide?
• How accurate is its natural language processing?
• What’s the pricing model, and does it scale with our needs?
• How user-friendly is it for both customers and agents?
• What kind of customer support does the provider offer?

Wrapping Up

Asking the questions above will help you identify the best GenAI tools that align with your customer service goals, team capabilities, and budget constraints. Remember, the right chatbot should enhance, not replace, your human touch in customer interactions. Therefore, choosing a solution that helps you emulate the same experience would be perfect for your business.

If you are confused and don’t want to spend much time exploring, we recommend you explore Document360’s Eddy. 

An intuitive AI-powered knowledge base software to easily add your content and integrate it with any application. Give Document360 a try!

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