Feature
Companies are turning to artificial intelligence (AI)-based technologies to meet the customer service and support needs of their customers. With little difference in features and pricing among many competing companies, AI-enabled customer service and support can help determine if a customer makes a purchase. Here, we look some of top companies offering AI software that’s designed to enhance an enterprise’s customer service and support departments:
1. Netomi
Starting as msg.ai, Netomi offers AI to enable companies to use human capital to provide optimal service for their customers. The company’s event-driven AI platform is used by many well-known companies, including Coach USA, ESPN, WestJet and Warner Bros. Netomi’s platform analyzes and consolidates information across approved internal and external knowledge sources to pick up on nuances, decipher lingos, detect entities and pinpoint your user’s intent to provide full resolution. It also automatically combines guided workflows with free-form questioning stitched together in real-time to gather context, narrow intent and direct users to the next best action.
2. Pypestream
Pypestream’s technology offers major brands, including ADT, Gillette, Royal Caribbean and Sling TV, as well as many smaller enterprises the ability to turn customer interactions into AI-powered experiences. Pypestream’s AI and automation solutions are designed to change the way companies connect with their customers – by not only streamlining processes, but also creating memorable customer service experiences. The platform analyzes interactions to continually enhance the customer experience, helping to ensure every touchpoint is a step toward improved customer service.
3. Genesys
Genesys’ AI-based customer service solutions are used in various sectors, such as by financial services firms, health care organizations, government agencies and retailers of different sizes. The company’s technology is designed to work across various channels to avoid silos of information. It is set up to enable companies to track customer interactions and customer data in real-time for a unified customer experience, helping enterprises deliver the most helpful service through a customer’s preferred channel.
4. Verint
Verint’s open platform and team of AI-powered bots are used by brands, including Cotsco, Humana, Google, to help their customers receive effective customer service through a combination of AI chatbots, human-assisted copilots, automated employee and customer workflows and conversational business intelligence (BI) analysis. The company’s platform and chatbots aid customers in self-service and agents for those situations when human intervention is necessary.
5. NICE
NICE’s AI-based technology provides a suite of customer support services, including onboarding, implementation, education, technical services and business consulting. NICE clients can choose from a variety of proven packages for the right engagement plan based on an enterprise's needs, be it for major brands, such as Disney, Bank of America, Marriott or Morgan Stanley, or some of its smaller customers. The company provides designated customer success professionals to help its clients with customer service needs and help drive continuous improvement.
6. Sprinklr
Sprinklr offers digital-first customer service and enterprise-scale voice support that helps companies re-define customer service with an AI-powered platform. The platform unifies voice, digital and social channels to power channel-less interactions and resolution, regardless of the channel of contact. The company offers unified AI models tailored to specific industries, which customers can scale across use cases, channels and functions to enhance service for end users. Sprinklr’s customers include Ford, Kuerig, IKEA, Puma and WebMD.
7. Zendesk
Zendesk’s customizable, AI-based customer service solution is designed to personalize customer experiences, helping clients build loyalty and revenue. Zendesk clients use a combination of capabilities to provide end customers with enhanced service: messaging, personalization, help center technology, AI agents, ticketing, agent workspace, voice, routing, analytics, reporting and workforce engagement. The Zendesk technology also provides AI-powered self-service options for end users, and it includes quality assurance to improve all interactions and integrations with several different types of technology.
8. Kustomer
Kustomer is designed to provide proactive, connected support for customer service with a customer service platform powered by data and AI. The company’s technology includes several components: a customer relationship management (CRM) for customer service; an AI agent copilot to resolve customer issues; AI chatbots to help end users with self-service; and assisting agents in providing service for customers needing human assistance. The company’s app marketplace also offers integrations and apps to further enhance the base technology.
9. Replicant
Replicant’s AI-based technology is set up to automate the repetitive and escalate critical interactions, helping keep customer service agents engaged off repetitive tasks, which can reduce staff turnover. The company’s library offers more than 100 pre-built components to accelerate the go-live process and optimize resolution rates. A call assessment also provides personalized insights and a detailed action plan.
10. Gorgias
Gorgias’ AI-based technology is used by more than 15,000 e-commerce brands to provide their customers with customer service. Gorgias AI and automation tools are built on a client’s data, knowledge base and integrations to help give the right answers to end users. The company also offers an upgraded autonomous AI agent that can answer tickets, perform actions and match a client’s brand tone of voice.
