When it comes to the best customer experience, most companies are going to think about AI in today’s world/ AI and customer service are a no-brainer but the problem is your team is already fully functioning on a ticketing system like Zendesk or Freshdesk.
For this reason, we only looked at systems that natively integrated with existing ticketing systems and enabled their features to be fully functional within them. In our opinion, we do not think it makes sense to transition your whole ticketing system for the use of AI.
Now while Intercom and Zendesk have released their own AI features, they seem shortsighted and from what we’ve tested, far away from their third-party integrations that private companies have built.
AI and customer experience can be used to auto-draft responses using GPT, summarize tickets, give sentiment scores, share satisfaction ratings, and in some cases, even perform support functions like refunding an order.
When evaluating AI customer support software, we looked at the full scope and asked each company about their roadmap. We also considered pricing and onboarding times as key metrics as we want to ensure every business is getting the most for their dollar.
Top Four AI Customer Support Softwares
- Caffeinated CX
Caffeinated CX stood out as a clear #1 as it was the only tool that we could set up natively on any ticketing system in minutes. We installed it natively on the Zendesk marketplace and it immediately started generating responses. As we added a knowledge base and more information to train our AI, it got better and better.
Caffeinated CX is also the best-priced AI support software on the market. They charge based on usage, meaning you only pay when your AI is used to solve a ticket. Their pricing is transparent on their website, so you already know what you’re paying for.
Their features were intuitive and covered everything their competitors did and more. With Caffeinated CX you can easily draft a response using AI, see a summary of long ticket threads, understand sentiment scores and urgency, auto tag, and even perform support functions like refunding or canceling orders.
Their long-term vision is to use AI to enable support functions, not just respond to tickets. Caffeinated CX can be implemented in the customer support process in minutes not hours or days, making customer service 10x faster and more efficient. You can start a 14-day free trial of Caffeinated CX to see whether it meets your expectations or not.
- Ada. CX
Ada is another one of the best customer service software that can help businesses automatically solve most customer service inquiries. It uses Natural Language Understanding (NLU) technology to instantly understand customer inquiries and respond accurately. Ada has a multilingual feature that enables it to interact with customers in their native language. It also provides multichannel support which means you can connect with your customers on different social platforms.
- Forethought AI
Forethought is also a good AI software solution for customer support. It uses Large Language Models (LLMs) to provide personalized responses to customer queries. It empowers the customer support team to handle customer tickets faster and more efficiently, which ultimately increases customer satisfaction rate.
Customer service agents can easily and quickly answer complex customer queries with the help of Forethought AI. The sentiment analysis feature of Forethought helps the support team to understand the urgency of the customer inquiry. You can request a demo of Forethought to understand its features and capabilities in detail.
- Siena
Siena is an autonomous chat platform that provides empathetic customer service and helps businesses improve customer experience. Seina utilizes GPT-4 and proprietary models to provide quick and accurate replies to customers’ queries.
Siena supports 100+ languages that enable companies to interact with their customers globally. It uses NLP and machine learning algorithms to detect the tone of the customer query. This is very helpful to prioritize the customer issues that must be solved immediately.
Final Thoughts
We do believe AI and customer support use cases will continue to grow and we already see tools superpowering support teams. From the reviews we have seen, AI is becoming a no-brainer in customer experience.
If you can empower your team to do more with less, why wouldn’t you? Though some people may fear that AI will take their jobs, we have seen AI being used to improve productivity in customer service.
We feel like we are in the first inning of AI and support and can’t wait to see what these startups continue to develop. Many like Caffeinated already enable you to perform support functions with integrations on certain commerce stacks like Shopify. In the future, we forecast these startups to plug into any business to handle even more.
If AI hasn’t been on your radar for customer support, give these companies a look as it is clear your team can become a lot more efficient utilizing AI.
