Feature
Companies are using AI-based platforms to improve their customer service and support functions with internal and external customer data, integrations and automation. AI tools are enabling a range of customer-facing solutions, from efficient self-service channels to both AI agents and human agents that provide personalized information and resolution to customers. Here, we look at some of the top AI products that companies are using to enhance their customer service and support departments.
1. Freshdesk
The Freshdesk customer service solution by Freshworks uses Freddy AI to automate a variety of tasks, from managing tickets and automating workflows to engaging with customers in real-time. Freddy AI is designed to learn from past interactions, enabling it to recommend appropriate responses to customer queries and improve resolution times, and it can help with response consistency among customer service agents. The solution is also designed to automate self-service with a scalable knowledge base and custom widgets to help customers find answers faster.
2. Help Scout
The AI-powered Help Scout platform offers AI summarize, AI assist and AI draft capabilities designed to help customers and customer support agents have a better experience. The summarization feature provides concise summaries of email threads to help agents quickly get a view of customer conversations. The AI assist feature enables users to adjust the tone and length of replies, check spelling and grammar and translate text into a handful of supported languages. The AI draft feature automatically creates responses to incoming questions based on previous customer conversations and knowledge base data.
3. Ada
The Ada customer service automation platform uses its Reasoning Engine to provide users with an AI agent that reasons through the best solution to deliver responses designed to be relevant, accurate and safe. Users can train the AI agent on everything it needs to know about a company by connecting it to the organization’s knowledge sources and data in key business systems. Users can choose personas to keep answers in line with a company’s personality. The solution can also generate training data to improve bot accuracy.
4. Chatfuel
The Chatfuel solution provides sales-focused AI agents optimized for e-commerce. The AI agents are designed to enable customers to proceed through the sales cycle without human involvement. The agents can be trained and set up in as little as 10 minutes. They focus on sales workflows, such as cross selling and follow-ups, answering frequently asked questions, processing orders and creating bookings. The agents are also designed for narrow use cases and fine-tuned to improve accuracy.
5. Balto
The Balto solution is designed to help contact center agents improve their service for customers. The smart checklist shows agents key talking points, and dynamic prompts show agents phrases and questions when they need them most. Notifications discourage bad habits. Live chat enables agents to chat with managers to get immediate guidance on critical calls. The AI-based, real-time solution automatically alerts managers to key coaching opportunities and generates after-call notes with a single click.
6. CXone Mpower
The CXone Mpower solution by NICE uses the company’s Enlighten’s AI engine to offer dynamic skill transfer between humans and AI through “skillability” and reverse prompting. CXone Mpower enables virtual agents to understand consumer intent, remember consumer preferences and resolve issues. The technology connects to many touchpoints and applications in a company to provide customer personalization at scale by proactively recommending actions, optimizing processes and devising creative solutions.
7. Brainfish
The AI-powered help center and content platform Brainfish is designed to answer customer questions. The platform’s real-time insights into customer concerns help a company’s CX team improve the effectiveness of its knowledge base content. The solution’s AI-generated themes look at all of the questions customers ask online and organize them into the top 10 key topics, helping companies provide better customer service as well as improve products, content and processes. Real-time translation also enables customers to get answers in whatever language they speak.
8. Pega Customer Service
The AI-powered Pega Customer Service solution by Pegasystems includes contact center desktop, customer service AI, digital engagement and digital self-service capabilities to enable companies to connect and automate work across people and systems to resolve customer inquiries more quickly. The technology empowers agents with AI-powered task suggestions, coaching, content, and a full, relevant customer view across all channels. The technology also offers seamless AI, telephony and channel integrations as well as out-of-the-box case management and attended and unattended robotic process automation (RPA) to improve speed and precision.
9. BSI Customer Suite
The BSI Customer Suite by BSI offers processes to enable companies to digitize customer relationships and create experiences. The platform uses automation and real-time information across touchpoints and supports customers with content. The AI-powered solution uses internal and consolidated customer data as well as external data to provide personalized customer journeys for sales, service and marketing. Open, flexible and extensible industry-specific data models are available.
10. Intercom
The AI-first customer service platform Intercom offers three major components: AI Agent, which provides answers for customers 24/7; AI Copilot, which provides always-on assistance for support agents; and AI Analyst, which provides holistic AI insights and recommendations for support leaders. All three learn from every customer conversation to improve the system. The solution offers reporting and AI-based analytics to support a company’s entire operation as well as a no-code visual builder to build automated workflows.
