AI customer service chatbots in 2024

What is an AI customer service chatbot?

Essentially, AI customer service chatbots leverage artificial intelligence (AI) to understand customer inquiries and provide automated responses – they can be integrated into your website, messaging platforms, or even social media channels like Instagram, offering a convenient and immediate way for customers to get assistance.

By utilizing natural language processing (NLP), AI chatbots can interpret customer questions and respond in a way that mimics human conversation. These virtual assistants can seamlessly answer frequently asked questions (FAQs), troubleshoot basic issues, and even direct users to relevant resources like help articles or knowledge bases. Live chat software frees up your human customer service representatives for more complex inquiries but also provides a prompt and efficient solution for your customers, enhancing their overall experience.

How can AI chatbots help customer service?

AI chatbots are transforming the customer service landscape by offering a multitude of benefits for businesses. Here's how they can elevate your support strategy:

24/7 support

Sometimes customers need to connect outside regular business hours. AI chatbots were designed to be available around the clock, 365 days a year to resolve problems and deliver FAQ responses in seconds, for example. When customers can receive immediate assistance regardless of the time zone or day of the week, their customer service experience is instantly better.

Whether it's a simple question about product availability or a need to troubleshoot an issue, AI chatbots provide a reliable first line of support, fostering customer satisfaction and loyalty.

Increased customer service efficiency

AI chatbots can handle a significant volume of repetitive tasks, freeing up your human customer service representatives to focus on more complex inquiries or situations that require a personal touch. Chatbots can answer frequently asked questions (FAQs), provide step-by-step instructions for common tasks, or even collect basic customer information.

This streamlines the customer service process, reduces wait times for customers, and allows your human team to concentrate on providing personalized and in-depth support.

Continuous learning and updating

AI chatbots are constantly evolving. They utilize machine learning to analyze interactions and identify patterns in customer inquiries.  Over time, this allows them to refine their responses, improve their understanding of natural language, and become more effective at resolving customer issues.

Additionally, AI chatbots can be integrated with your CRM system, allowing them to access customer history and personalize responses based on past interactions.  This ongoing learning process ensures that your AI chatbot stays up-to-date and provides increasingly accurate and helpful support.

Personalized answers 

AI chatbots have transcended delivering generic responses too. By analyzing keywords and the context of a conversation, they can tailor their responses to address the specific needs of each customer. This personalization can include referencing past purchases, suggesting relevant products or services, or even offering targeted troubleshooting steps based on the customer's unique situation. A personalized approach at this touchpoint fosters a sense of connection with the customer and demonstrates that their individual needs are understood.

Consistent support

AI chatbots provide a consistent level of service, regardless of the customer service representative handling the interaction. They adhere to pre-programmed protocols and provide information in a standardized manner. Consistency ensures that customers receive accurate and reliable information every time they interact with the chatbot. Furthermore, AI chatbots eliminate the possibility of human error or bias, guaranteeing a fair and consistent experience for all customers.

10 best ai chatbots for customer service in 2024

1. Freshdesk Omni

Freshdesk Omni is a powerful customer service and live chat software package designed to help businesses of all sizes connect with their customers and provide exceptional support. It offers a user-friendly platform with a suite of features that can transform your omnichannel communication, problem resolution and streamlining support operations.

Key features

• Live Chat: Engage with website visitors and app users in real-time, providing instant support and personalized experiences.

• AI Chatbots: Leverage AI-powered chatbots to automate repetitive tasks, answer FAQs, and qualify leads 24/7.

• Omnichannel Communication: Manage customer interactions across various channels – website chat, messaging apps, social media, and email – all within one centralized platform.

• Ticketing System: Streamline customer service workflows with a robust ticketing system for managing inquiries, assigning agents, and tracking resolutions.

• Helpdesk Management: Provide self-service options with a knowledge base, allowing customers to find answers to common questions independently.

• Reporting and Analytics: Gain valuable insights into customer interactions, measure performance, and identify areas for improvement.

Pros 

• Easy to Use

• Scalable Solution

• Cost-Effective

• Omnichannel Support

• AI-Powered Automation

Cons

• May Require Additional Integrations

Why Customers Rave about Freshdesk Omni: 

Customers rave about Freshworks' Freshdesk Omni because it empowers them to deliver exceptional customer support with less effort. Freshdesk Omni combines the strengths of two key products: Freshchat, known for its conversational AI interface and chatbots, and Freshdesk, recognized for its advanced ticketing and collaboration features – this unified approach allows businesses to seamlessly manage customer interactions across multiple channels, like chat, email, and phone. 

Freshdesk Omni is a model in efficiency, freeing agents from repetitive tasks, allowing them to focus on resolving intricate issues and building rapport with customers. Automation also ensures faster response times and 24/7 availability, leaving customers feeling valued and supported, plus the easy-to-use interface and clear organization of information within Freshdesk Omni streamline the onboarding process for both agents and customers. 

2. ZohoDesk

Zoho Desk is a cloud-based customer service software designed to streamline communication and enhance customer relationships. It empowers businesses of all sizes to centralize support requests, manage tickets efficiently, and offer exceptional customer service.

Key features

• Ticketing System

• Omnichannel Support

• Automation

• Self-Service Portal

• Reporting and Analytics

• Collaboration Tools

Pros 

• Scalability

• Affordability

• Customization

• Integrations

Cons

• Steep Learning Curve

• No Desktop App

• Complex Customizations

Price: Zoho Desk offers a free plan for up to 3 agents, with paid plans from $7-$40.

3. Intercom

Intercom is a customer communication platform designed to help businesses foster strong relationships and drive growth. Offering a suite of features that centralizes messaging, automates workflows, and empowers customer engagement across various stages of the buyer's journey.

Key features 

• Unified Inbox

• Targeted Messaging

• Product Tours and Guides

• Chatbots

• Customer Satisfaction Surveys

• Reporting and Analytics

Pros 

• Powerful Feature Set

• Scalability

• User-Friendly Interface

• Automation Capabilities

Cons

• Pricing model not ideal for large number of agents

• Support Inconsistencies and Technical Issues

• Focus on Early-Stage Companies

Price: Intercom has 5 pricing editions, from $39 to $139. A free trial of Intercom is also available.

4. Drift

Drift stands out as a conversational marketing platform focused on transforming website interactions into long-term customer relationships. Engage website visitors in real-time conversations, personalize the buying journey, and ultimately drive sales and conversions.

Key features

• Live Chat with Video

• Chatbots powered by AI

• Automated Playbooks

• Account-Based Marketing (ABM)

• Meeting Booking

• Conversational Marketing Analytics

Pros

• Focus on Conversation

• AI-Powered Automation

• Personalization

• Meeting Booking Integration

Cons

• Steeper Learning Curve

• Higher Pricing Structure

Price: Drift has 3 pricing editions starting at $2,500. A free trial of Drift is also available.

5. Netomi

Netomi steps forward as an AI-powered customer service solution designed to empower growing businesses. It offers a feature set focused on automating tasks, streamlining workflows, and leveraging AI to enhance customer support experiences.

Key features

• Smart Chatbots

• Omnichannel Support

• Ticketing System

• Self-Service Portal

• Automation Features

• Reporting and Analytics

Pros

• AI Focus

• Scalability

• Omnichannel Support

Cons

• Limited Customization

• Learning Curve

Price: Contact Netomi for pricing information.

6. Kommunicate

Kommunicate is a customer support platform that empowers businesses to deliver exceptional omnichannel experiences. It combines live chat, chatbots, and a shared inbox, allowing you to manage all customer interactions from a single, unified platform.

Key features 

• Omnichannel Communication

• AI-Powered Chatbots

• Shared Inbox

• Rich Messaging

• Analytics & Reporting

• Integrations

Pros 

• Easy to use

• Cost-effective

• Omnichannel support

• AI-powered features

• Integrations

Cons

• Limited customization options

• Limited reporting features

• Support needed for advanced chatbots

Price: Kommunicate has 2 pricing editions, from $100 to $200. A free trial of Kommunicate is also available.

7. Jitbit

Jitbit is a help desk software solution designed to streamline your customer support operations. It offers a comprehensive suite of tools to manage tickets, automate workflows, and collaborate with your team to deliver exceptional customer service.

Key features 

• Ticketing System

• Automation

• Knowledge Base

• Customer Portal

• Reporting & Analytics

• Multi-Channel Support

• On-Premise & Cloud Deployment

Pros 

• Feature-rich: Offers a comprehensive set of tools for managing all aspects of customer support.

• Automation capabilities

• Customization options

• On-premise or cloud deployment

• Security & Compliance

Cons

• Learning curve for new users

• Pricing (expensive for SMB)

• Limited reporting features

Price: $24-$3199

8. Conversica

Conversica is a cloud-based sales automation platform that leverages AI-powered chatbots to qualify leads, nurture prospects, and schedule meetings for your sales team. It essentially acts as a virtual sales assistant, freeing up your reps to focus on closing deals.

Key features 

• AI-powered Chatbots

• Lead Nurturing

• Personalized Interactions

• Lead Scoring

• Meeting Scheduling

• Real-Time Sales Insights

Pros 

• Increased Lead Generation

• Improved Sales Efficiency

• 24/7 Lead Engagement

• Personalized Lead Nurturing

• Measurable ROI

Cons

• Limited customization options

• Learning curve for new users

• Focus on top-of-funnel activities

Price: Offers an annual subscription-based model that depends on consumption. Contact Conversica for a quote.

9. Tidio

Tidio is a user-friendly, all-in-one customer support platform designed to streamline communication and improve customer satisfaction. It combines live chat, chatbots, and a shared inbox, allowing you to manage all customer interactions from a single, centralized platform.

Key features

• Omnichannel Communication

• AI-powered Chatbots

• Shared Inbox

• Ticketing System

• Customer Satisfaction Rating

• Analytics & Reporting

• Integrations

Pros 

• Easy to use

• Cost-effective

• Omnichannel support

• AI chatbots

• Built-in ticketing system

Cons

• Limited customization options

• Limited reporting features

Price: Tidio has 5 pricing editions, from $0 to $39. A free trial of Tidio is also available.  

10. Guru

Guru is an AI-powered knowledge management platform designed to empower your customer support and sales teams with the information they need to deliver exceptional customer experiences. 

Key features 

• Centralized Knowledge Base

• Enterprise AI Search

• Internal Communication

• Content Insights

• Integrations

Pros 

• Improved Agent Efficiency

• Reduced Knowledge Silos

• Increased Customer Satisfaction

• Improved Team Collaboration

• Measurable Results

Cons

• Learning curve

• Customization options

• Pricing can be expensive for SMB

Price: Guru has a free trial (30 days) and paid editions starting at $15/user/month.

How to choose the right AI chatbot for your customer service needs?

Selecting the ideal AI chatbot for your customer service demands a focused approach.  Consider factors like the volume and complexity of inquiries your team handles, the level of natural language processing (NLP) required for accurate understanding, and the desired level of automation for repetitive tasks.

Evaluating the chatbot's ability to integrate with your existing CRM system and budget constraints are also crucial. By prioritizing your specific needs and carefully assessing available options, you can harness the power of AI chatbots to elevate your customer service experience.

How Freshchat can help your customer service needs

Freshchat isn't just software — it's a strategic partner in exceeding customer expectations. Empower your customer service team and elevate the customer experience with this all-in-one solution designed to streamline communication and boost efficiency with a powerful combination of features:

• Omnichannel Support: Seamlessly handle inquiries across all your customer's preferred channels, fostering a connected and convenient experience.

• AI-powered Chatbots: Automate repetitive tasks, qualify leads, and provide 24/7 support, freeing your team to focus on complex issues.

• Shared Inbox: Ensure no customer query goes unanswered with a centralized platform for collaborative communication within your team.

• Powerful Integrations: Connect Freshdesk Omni with your existing CRM, helpdesk, and other business tools for a unified workflow.

• Invaluable Analytics: Gain valuable insights into customer behavior and track team performance to continuously optimize your service.