AI Tools for Customer Service is the Future

  For most of its existence, the role of the customer service agent has been the most thoroughly human of all public-facing corporate operations. But these days, it’s not uncommon that our calls, emails and instant messages to businesses are met with automated responses. In some instances, entire lines of inquiry are handled by these “pre-trained” systems. AI Tools for Customer Service is the future.

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One result of this move towards AI representatives in customer care has been the round-the-clock availability of such care. Customers and other people who want answers to questions related to a business or its products may get them in an instant, regardless of when they ask. It’s this sort of prompt attention that raises customer satisfaction and cultivates loyalty. If you’re looking for AI Tools for Customer Service to help you improve the speed and availability of your business, here are 5 options you can choose from:

Zendesk AI

Zendesk AI powers automated customer service for numerous businesses. The builders of this platform say that it can resolve up to 80% of customer issues and raise the productivity of human customer service representatives. It also provides them with customer insights, suggests replies, and executes agent-approved actions. Businesses that use Zendesk AI can customise it to capture incoming requests, determine the details behind them, and generate content where needed. When deployed efficiently enough, it drives down email handling times, increases first-time resolution rates, and shortens reply durations. Zendesk AI is used by companies around the world, including startups and mid to large-sized organisations.

Ada

Ada is an AI chatbot that’s used by many companies. It automates things like lead generation tasks, troubleshooting, and FAQs. Many prefer it because it’s relatively easy to customise; you don’t have to write code to do this. An important selling point for Ada is its sentiment analysis feature. It can evaluate the broad engagement of customers and classify their tone and language according to particular criteria. The speed with which these cues are processed enables businesses to respond swiftly and address both apparent and underlying concerns. Ada AI can be tweaked so that it adheres to the compliance and security rules of the users’ organisation or country. It also makes customer service delivery possible across several digital platforms in a synchronised manner.

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Intercom

Intercom is an AI-powered customer service platform designed to help businesses communicate more effectively with their customers. It serves up a suite of tools that enable companies to provide real-time, personalised support through chatbots, live messaging, and automated workflows. Intercom handles common customer queries instantly, routes more complex issues to human agents, and delivers tailored responses based on customer behaviour and data. Apart from support, Intercom also functions as a customer engagement platform that helps businesses onboard new users, deliver targeted marketing messages, and gather feedback—all within a single interface. Its AI capabilities enable proactive outreach, anticipating customer needs and offering assistance before issues arise. It can be seamlessly integrated across websites, apps, and social media channels.

Freshchat AI

Freshchat is an AI-powered customer messaging platform developed by Freshworks, designed to streamline and enhance customer support across multiple channels. With it, businesses engage customers via live chat, email, SMS, WhatsApp, Facebook Messenger, and more, all within a unified inbox. At the core of Freshchat’s capabilities is Freddy AI, an intelligent assistant that facilitates 24/7 support through automated chatbots. These bots can handle common inquiries, provide instant responses, and escalate more complex issues to human agents, thereby improving efficiency and customer satisfaction. In addition to these functions, Freshchat offers features that empower support teams to deliver personalised and proactive service. The platform includes tools for creating no-code chatbots, managing workflows, and analysing customer interactions through detailed analytics. Freshchat is suitable for businesses of all sizes seeking to enhance their customer support operations.

Tidio

Tidio integrates live chat, AI chatbots, and email marketing tools into a unified interface, enabling businesses to manage customer interactions across multiple channels such as websites, WhatsApp, Facebook Messenger, and Instagram. The platform’s AI chatbot, Lyro, can autonomously handle up to 70% of customer inquiries, providing instant responses and freeing human agents to focus on more complex issues. Lyro utilises natural language processing and self-training from company resources to deliver accurate, human-like responses in less than six seconds. Other features to be found with Tidio include real-time visitor tracking, customizable chat widgets, and detailed analytics to enhance customer engagement and support strategies. What’s more, the platform supports ticketing systems, video calls, and canned responses to improve customer satisfaction.

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Final Words The AI tools for customer service reviewed in this article are among the most widely used of their kind in the world. Their existence is evidence that Artificial Intelligence can enhance the performance of workers in roles that were previously thought of as a purely human endeavour. They prove that a future in which labour output is boosted (and not replaced) by automation technology is possible.

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This article was first published on 11th June 2025
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