Best AI customer service software of 2025: Top 10 picks

Artificial intelligence has emerged as a powerful technology that’s rapidly transforming every industry it touches, whether it’s healthcare, eCommerce, or manufacturing. Customer service is no exception; AI is revolutionizing the support ecosystem for the better. According to a study by Gartner, approximately 80% of companies worldwide are utilizing AI to enhance the customer experience. 

Given the proven effectiveness of AI in customer service, businesses of all sizes are adopting AI-powered customer service platforms. However, with the plethora of options available in the market, finding the most reliable ones can be a taxing task. 

To save you time and help you invest in the right software, our experts have compiled a list of the 10 best AI customer service software.

This guide offers an in-depth overview of the top AI customer service platforms, highlighting key features, strengths, limitations, pricing, and more. Let’s begin our journey with a quick look at the shortlisting process we followed to ensure only well-tested tools backed by great user feedback make the cut.

How we shortlisted the top 10 AI customer service software

We followed a structured evaluation process to assess the overall effectiveness of 35+ customer service platforms across various metrics. Our team reviewed each shortlisted platform for usability, feature set, pricing, and real user feedback. 

Here are the key parameters we considered during the evaluation:

• AI capabilities: We assessed platforms for in-demand AI features, including intelligent ticket routing, AI chatbots, AI agents, self-service automation, and AI Copilot.

• Setup and usability: Our team assessed user reviews and rated platforms based on their ease of use, user interface quality, and how quickly they could be set up.

• Integration capability: We assessed how each platform integrates with day-to-day business tools like customer relationship management (CRM) systems, payment processors, and other third-party solutions. 

• User feedback and ratings: Reviews and ratings from trusted sources like G2, Gartner, and Capterra were analyzed to understand real user sentiment and product reliability. 

• Pricing and support: We prioritized tools with transparent pricing, clear feature breakdowns, free product demos, accessible vendor support, and no hidden AI add-on fees.

• Scalability: Each software was evaluated for its ability to scale with business growth through flexible plans, easy agent expansion, modular features, and customizable workflows. 

This approach ensured the tools we shortlisted were reliable, scalable, AI-driven, easy to integrate, and fairly priced. Now, let’s dive into the core of this blog and discuss the 10 most dependable AI-powered customer support platforms. 

Quick tabular comparison of the 10 best AI customer service software

Now, let’s proceed to take a closer look at the 10 most reliable customer support tools listed in the above table.

Complete breakdown of the top 10 AI-powered customer service tools 

While all top customer service software solutions share a common goal, enhancing the customer experience, their architecture and features can vary significantly. To clarify the differences, let us walk you through an in-depth overview of the 10 leading AI software for customer service. 

1. Freshdesk 

Freshdesk, powered by Freddy AI, is a powerful customer support platform designed to enhance the customer experience through the power of artificial intelligence. Freddy AI brings two key features: an AI agent and an AI Copilot. The AI agent autonomously resolves queries across various channels, while the AI Copilot assists human agents by offering relevant context and customer information to enable faster, more accurate responses. 

Freddy AI helps reduce response times by up to 83%, while Freddy AI Copilot alone can improve agent productivity by a staggering 60%, showcasing how these tools are helping deliver precise and prompt resolutions. Additionally, Freddy AI ensures impeccable security with strong encryption, audit trails, and access-based control. It protects your and your customers' confidential data in full compliance with industry standards.

Freshdesk’s omnichannel support solution unifies various channels, including email, chat, phone, social media, and WhatsApp Business, into a single platform to ensure no customer issue goes unresolved. It also features a smart self-service portal powered by the Freshdesk knowledge base. Businesses can brand and personalize it to help customers resolve queries independently using knowledge articles, FAQs, and more.

Key features of Freshdesk

• Freddy AI agents: Autonomously handles routine queries, gathers customer details, processes requests, and performs actions like order refunds and cancellations in real time.

• AI Copilot: Assists agents by suggesting replies, summarizing long threads for quick context, and translating messages into 60+ languages for seamless multilingual support.

• Smart routing: Automatically creates, assigns, and routes tickets to appropriate agents based on their skills, availability, and priority. 

• AI-driven analytics and reporting: Uses Freddy AI for sentiment analysis and predictive insights to uncover root causes and minimize repeat issues. 

• Email AI agents: An agent that analyzes email queries, responds with accurate solutions from your knowledge base and connected sources, closes resolved issues, and escalates complex ones to human agents.

• Automated Workflows: Set up rules that trigger specific actions when certain conditions are met, using “If X then Y” conditions and multi-select options. Automates routine tasks and reduces agent workload for enhanced productivity.

Freshdesk pricing 

Freshdesk’s pricing includes a free plan, along with four flexible pricing plans for advanced functionalities: Growth, Pro, Pro + AI Copilot, and Enterprise. 

Strengths and limitations of Freshdesk 

What users think about Freshdesk

2. Intercom

Intercom is a powerful AI-driven tool for customer support. It helps businesses manage customer interactions across different channels. One of its core capabilities is Fin AI, an AI agent that responds to common customer queries. It uses the knowledge base and internal guides to provide accurate solutions. 

The platform includes an AI Copilot. It supports agents by summarizing conversations, helping them grasp context faster. It further supports agents with reply suggestions, enabling faster and more efficient responses.

Curious how Intercom compares to other leading tools? Dive into the full Intercom vs Freshdesk analysis.

Key features of Intercom

• AI-assisted multilingual support: Translates customer messages in real-time across 45+ languages to offer personalized support globally.

• AI reporting and insights: Analyzes agent performance and customer experience with detailed reports and AI-driven recommendations.

• Customizable Help Center: Helps create a branded knowledge base with no-code tools and support articles for customer self-service.

Intercom pricing

Intercom offers three flexible pricing plans: Essential, Advanced, and Expert. Refer to the table below for more pricing details:

Note: Fin AI agent is available on all plans for $0.99/resolution.

Strengths and limitations of Intercom

3. Salesforce Service Cloud

Salesforce Service Cloud is a top customer service solution within the Salesforce ecosystem. The platform is powered by Einstein AI, its own AI suite. This technology allows for fast and effective problem resolution. It features Einstein Bots that manage the first customer interactions and can be deployed across different channels.

The AI suite automates case classification and routing. This means tickets are quickly sorted and sent to the right agents. Overall, Einstein AI powers this platform to provide quick and accurate customer service through intelligent automation and real-time agent assistance. 

For a deeper look at how this powerful, AI-driven solution compares with other leading help desks, explore our detailed Salesforce Service Cloud vs Freshdesk analysis.

Key features of Salesforce Service Cloud 

• Agentforce service replies: Analyzes customer conversation in real-time and provides smart, context-aware response suggestions using the knowledge base. 

• Incident management: Detects, manages, and resolves incidents before they become major escalations. Helps ensure minimal service disruptions and consistent customer support at all times. 

• Analytics and reporting: Tracks the performance of human and AI agents with pre-built and custom reports. Monitors key metrics like resolution time, case volume, wait time, and customer satisfaction to spot improvement areas.

Salesforce Service Cloud pricing

Salesforce Service Cloud is available under five pricing plans: Starter Suite, Pro Suite, Enterprise, Unlimited, and Agentforce 1 Service. Refer to the table below for more details:

Strengths and limitations of Salesforce Service Cloud

4. Kustomer

Kustomer is an AI-powered customer service platform that helps businesses improve customer experience. It provides support agents with a complete view of customer interactions across channels. They can assess their complete history to provide more relevant and personalized responses.

With a unified dashboard, agents can handle queries from one place without switching between channels and screens. This way, no query goes unanswered, no matter the channel. 

Key feature of Kustomer

• Omnichannel support: Engages customers via email, chat, SMS, social, and voice, with features like call recording, IVR, AI summaries, and transcriptions.

• AI customer agents: Automates routine queries, offers 24/7 support, and escalates complex issues to human agents seamlessly.

• AI Copilot for representatives: Summarizes issues, drafts responses, and speeds up resolutions using AI-powered assistance.

Kustomer pricing

Kustomer offers a simplified pricing structure divided into two plans: Enterprise and Ultimate. The platform also offers AI add-ons, including AI Agents for Customers ($0.60/engaged conversation) and AI Agents for Reps ($40/user/month). 

For more pricing insights, refer to the table below: 

Strengths and limitations of Kustomer

5. Help Scout

Help Scout is a leading AI customer service software designed for growing teams. It aims to use AI not to replace human agents but to enhance their productivity. Help Scout blends its shared inbox and knowledge base with AI tools. This helps deliver fast, customer-focused support.

 Its AI features automate routine tasks and enhance self-service. They help human agents by offering real-time support and materials to provide quick and relevant solutions.

To see how its unique blend of human-centric AI support stacks up against other top platforms, explore our detailed Help Scout vs Freshdesk comparison.

Key feature of Help Scout 

• AI Answers: An AI-powered agent that can be integrated with Beacon (help center widget) to provide accurate and instant answers to common customer queries using the knowledge base. 

• AI Assist: Helps human agents craft accurate, professional responses with AI-powered writing assistance, adjusting tone, correcting grammar and spelling, rephrasing content, and translating text into multiple languages.

• Customer feedback and surveys: Measures customer satisfaction and sentiment improvement with built-in tools like NPS and customizable surveys.

Help Scout Pricing 

Help Scout's pricing structure is divided into a free plan, which includes basic ticketing, reporting, and knowledge base, and two paid plans: Standard and Plus.

Strengths and limitations of Help Scout 

6. HubSpot Service Hub

HubSpot Service Hub, a part of the HubSpot ecosystem, is a dedicated customer service platform designed to help businesses deliver personalized support and boost customer retention.

Built on HubSpot Smart CRM, it offers complete visibility into the customer journey, combining valuable insights from sales, marketing, and support for deeper personalization. Breeze, HubSpot’s proprietary AI tool, enhances the productivity and operational efficiency of human agents by analyzing CRM data and delivering intelligent insights for better customer support. 

Key features of HubSpot Service Hub

• Breeze Copilot: Summarizes tickets and calls, suggests replies, and highlights sentiment and follow-ups to help agents respond with context.

• Breeze Agent: Resolves queries across chat channels using your knowledge base and hands off complex issues to agents with full context.

• Customer portal: Enables customers to view, manage, and reply to their support tickets to enhance transparency and promote self-service.

HubSpot Service Hub pricing 

HubSpot Service Hub offers a free plan and three paid plans: Service Hub Starter, Service Hub Professional, and Service Hub Enterprise.

Strengths and limitations of HubSpot Service Hub 

7. Zendesk

Zendesk, powered by Zendesk AI, is a comprehensive customer support platform designed to reduce response times and automate customer service by leveraging AI. It enables businesses to deploy chat support across multiple channels, including websites, apps, and social media, allowing customers to receive quick support from Zendesk bots. 

By pulling information from your knowledge base, Zendesk AI can handle even complex queries with ease, reducing the workload on human agents. Zendesk AI also powers automated workflows with intelligent ticket routing in cases where human intervention is crucial. 

For businesses deciding between two of the most recognized help desk solutions, a detailed comparison of Zendesk vs Freshdesk can help you make a more informed choice.

Key features of Zendesk

• AI-driven triage and routing: Automatically categorize, prioritize, and assign tickets based on sentiment, urgency, and agent skills.

• AI assistance for agents: Generates ticket summaries, draft replies, and suggests relevant macros and articles to speed up responses.

• Voice: Offers call center functionalities like IVR, call recording, and call routing, enabling agents to manage phone interactions directly within the platform.

Zendesk pricing 

Zendesk offers four flexible pricing plans tailored to different business needs: Support Team, Suite Team, Suite Professional, and Suite Enterprise. Refer to the table below for more insights:

Strengths and limitations of Zendesk

8. Ada

Ada is a powerful AI-powered customer service platform driven by conversational AI and automation capabilities. This platform is designed to resolve the maximum customer inquiries autonomously without requiring human support.

Ada’s AI agents are powered by its proprietary recommendation engine, which combines advanced LLM models with advanced knowledge retrieval and natural language understanding (NLU) capabilities to deliver more contextual and insightful resolutions.

This engine allows AI agents to understand and segment customer issues, gather context from multiple sources, and determine the appropriate action for faster, more accurate, and human-like resolutions.

Key features of Ada

• Ada Voice agent: Helps replace traditional IVRs with AI voice agents that deflect calls and reduce wait times across voice and digital channels.

• No-code automation builder and customization: Offers to create and customize chatbots using no-code tools to match your brand’s tone, look, and feel. 

• Multilingual support: Provides real-time AI translation and support in 50+ languages for global customer service.

Ada pricing

Ada’s pricing plans are not publicly disclosed and are available upon request. To know more about their pricing structure and features, consider booking a consultation call with their team.

Strengths and limitations of Ada

9. Zoho Desk

Zoho Desk is a cloud-based customer service software that’s part of the broader Zoho ecosystem. It is built to boost customer retention by delivering consistent customer support across all platforms, be it email communications, telephony, messaging apps, live chat, social media, or web forms. 

Powered by Zia, its assistant, the platform helps deliver prompt issue resolution through Answers Bots, minimizing wait times and reducing the ticket volumes handled by human agents. If you're weighing your options, this Freshdesk vs Zoho Desk comparison offers a detailed breakdown of both platforms’ capabilities.

Key features of Zoho Desk

• Field Predictions:  Automates ticket assignment, priority, and sentiment analysis using ML-powered field suggestions.

• Agent assistance: Extracts ticket’s context, assesses customer sentiment, and drafts personalized responses to speed up resolution.

• Reporting and analytics: Create custom reports and get live dashboards (Headquarters) to monitor ticket volume, resolution time, agent performance, and customer satisfaction.

Zoho Desk pricing 

Zoho Desk offers a free plan with basic help desk features and four paid plans with complete customer support features: 

Strengths and limitations of Zoho Desk

10. HappyFox

HappyFox is an advanced AI-driven customer service tool powered by HappyFox AI, its proprietary AI platform that enables businesses to reduce response time by up to 50% and boost resolution rates. It features many AI agents, such as AI Answers, which provides instant and accurate resolution to the maximum number of customer questions. 

AI Copilot and AI Resolve are two powerful AI agents that assist representatives with concise ticket summaries and intelligent response suggestions derived from the knowledge base, enabling faster resolution with minimal wait time.

While HappyFox brings strong AI features, you can explore a side-by-side HappyFox vs Freshdesk comparison to find the right fit.

Key feature of HappyFox

• Advanced ticketing management: Convert queries from various channels into organized tickets. AI Urgency helps automatically route high-priority tickets to the right agents, ensuring quick resolution of critical issues. 

• AI Knowledge: Build a more insightful knowledge base with AI-powered recommendations. The system analyzes past support tickets and generates helpful article drafts to enhance your self-service options.

• Advanced reporting and analytics: Track the performance of your agent, measure CSAT scores, track ticket volume, response time, wait time, and more, and uncover hidden insights to deliver enhanced computer support.

HappyFox pricing

HappyFox offers two pricing models: agent-based pricing and unlimited agents. For more details on each model, check the tables below. 

Agent-based pricing:

Unlimited agents: 

Strengths and limitations of HappyFox

These are the 10 most dependable AI-powered customer service platforms you can choose from. Now, you must be wondering, “How to pick the right AI customer service software?” The coming section will answer this question.

How to pick the right AI customer service software for your business?

Narrowing your list down to the 10 best AI-powered customer service solutions is a great start. But making the final decision on which one fits your needs best requires a structured approach. The following steps will help you identify the most relevant platform that can be tailored to your specific requirements.

1. Define your business needs

Start by acknowledging your business requirements. Figure out what you need:

• Are your support agents struggling to address all customer queries?

• Does expanding the support team seem like an expensive option? 

• Are you a small business looking to provide exceptional support across multiple channels?

• Looking to switch to a modern AI-powered customer support software?

2. Understand your customer preferences 

Identify the channels your customers prefer most or those where you receive the highest volume of inquiries. Also, determine whether customer queries can be handled by AI agents or if human support is essential.

3. Evaluate key features 

If you are looking for an AI-enhanced customer service platform, ensure it offers the features you require. Figure out what AI features you need, for instance, sentiment analysis, AI-driven reporting and insights, AI-assist agents, intelligent routing and triage, etc. 

4. Review scalability and customization 

Review case studies and request performance metrics to assess how well the platform scales with increasing customer volume. Also, ensure the system is customizable by requesting a demo and seeing how well the platform handles one of your complex workflows. 

5. Compare pricing 

Check if pricing is based on agents, features, or ticket volume. List your team size and needs, then compare what each plan includes. Watch for hidden costs like AI add-ons or integration fees. Pick a plan that fits your budget and scales with your team.

6. Analyze vendor support quality

Check the type of vendor support provided under your chosen plan. Do they offer onboarding assistance? What are their operation hours? Additionally, review user feedback from trusted platforms like G2 and Capterra to evaluate the quality of vendor support. 

7. Make the final decision

Once the research is complete, initiate a call with the vendors to learn more about the shortlisted 2–3 platforms. Finally, choose the platform that offers strong vendor support, has a good market presence and user feedback, the AI features you need, and, most importantly, fits within your budget.

Slash your response time by up to 83% with Freshdesk's Freddy AI

Looking for a reliable AI-powered customer service platform to delight your customers with exceptional support 24/7? Freshdesk might be exactly what you need. 

Powered by Freddy AI, Freshdesk can reduce response time by 83% and handle up to 80% of your routine queries. With smart automation features, Freshdesk is designed to reduce your support team’s burden, allowing them to focus on critical issues that truly need human attention.

And that’s not all; Freddy AI Copilot can boost your agent productivity by a staggering 60%. 

Trusted by global leaders like Forbes, PepsiCo, Bridgestone, and more, Freshdesk ensures your customers always leave satisfied. So, are you ready to forge a long-term partnership based on trust and performance? Book a demo today to learn more about Freshdesk and see how it can transform your service operations.