Customer support remains a vital function for companies in any industry. As customers increasingly expect 24/7 availability and quick responses, many companies are adopting AI chatbots for customer support to reduce costs and improve metrics. I’ve tested out all the leading options to help you choose the right customer support chatbot for your business in 2024.
Why Companies Rely on Chatbots for Customer Service
AI chatbots provide the following key benefits:
- Reduce support costs by automated common requests
- Offer 24/7 availability for customers
- Increase customer satisfaction scores through fast and personalized responses
- Improve metrics like resolution time and CSAT across support channels
According to Salesforce research, 71% of customers expect companies to use new technologies like AI to improve their experience.
How AI Chatbots Improve Customer Support
AI chatbots like the options covered below provide streamlined customer support through:
- Natural language processing to understand conversations
- Pre-defined answers for common customer questions
- Integration with existing helpdesk platforms
- Escalation to human agents when needed
With machine learning capabilities, chatbots continuously improve over time while reducing strain on live support agents.
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Key Factors to Consider
When researching the top customer support chatbots, I looked at these key evaluation criteria:
- Integration with existing tools like Zendesk and Salesforce
- Industry-specific content and use cases
- Customization options for tailored experience
- Scalability for channels and volume
- Budget and pricing options
Keeping these factors in mind, below are the top 8 AI chatbots for elevating customer support.
1. Zendesk Chatbot
Zendesk offers a capable customer service chatbot with the following features:
- Seamless integration with Zendesk Support
- Pre-defined and custom responses
- Customer satisfaction surveys
- dashboards for optimization
Ideal for Zendesk users looking for an integrated platform. Pricing starts at $50/month.
Pros
- Tight integration with Zendesk
- Easy customization
Cons
- Additional cost for non-Zendesk users
- Limited third-party integrations
2. HubSpot Chatbot
HubSpot CRM users can boost support with its native customer service chatbot:
- Dynamic content modules
- Customer history and data integration
- Email and chat handoff options
Works best for current HubSpot customers and priced from $45/month.
Pros
- Deep CRM data integration
- Included in HubSpot CRM
Cons
- Requires HubSpot subscription
- Steep learning curve
3. Zoho SalesIQ Chatbot
For affordable omnichannel live chat, Zoho’s SalesIQ offers:
- Drag-and-drop chatbot builder
- NLP conversation features
- Mobile SDK for apps and sites
Prices start at just $15/month for full-featured live chat.
Pros
- User-friendly builder
- Omnichannel support
- Affordable pricing
Cons
- Third-party integration requires Zapier
- Limited industry content
4. Netomi Chatbot
Netomi focuses squarely on customer support use cases like:
- 24/7 automated assistance
- Customer analytics dashboard
- Ticketing system integrations
Its robust platform starts at $99/month.
Pros
- Specialized for customer support
- Strong analytics
- API integrations available
Cons
- Requires developer resources
- Steep learning curve
5. Intercom Chatbot
Known for conversational support, Intercom also offers:
- Dynamic bots for sales and support
- Custom workflows with 450+ apps
- User tracking across devices
Intercom is one of the most fully-featured but expensive options, with custom pricing starting at $599/month.
Pros
- Conversational interface -Robust third-party integrations
Cons
- Very costly
- Steep learning curve
6. Einstein Chatbot by Salesforce
Deeply integrated into Salesforce platforms, key capabilities include:
- Recommendations based on past conversations
- Omnichannel delivery across 20+ channels
- Built-in CRM data and contact history
Pricing starts at $300/month for Salesforce users.
Pros
- Natively built into Salesforce
- Omnichannel experience
Cons
- Expensive without Salesforce subscription
- Steep learning curve
7. Ada Chatbot
Ada offers a highly-customizable bot with features like:
- Continuous ML platform improvements
- Conversation builder with NLP
- Integrations with apps like Slack, Facebook
Ada pricing is customized based on needs, starting at $99/month.
Pros
- Continuous machine learning
- Highly customizable
Cons
- Can get expensive fast
- Limited native integrations
8. Certainly Chatbot
For small businesses, Certainly offers:
- Drag-and-drop bot builder
- 100+ industry templates
- Live chat handoff
Pricing starts at $15/month, with a free tier.
Pros
- Simple DIY bot builder
- Affordable pricing tiers
- Industry-specific bots
Cons
- Very limited analytics
- Less AI capabilities
Key Takeaways for Selecting the Right Chatbot
When choosing a customer support chatbot, start by looking at options already integrated into your existing software like Zendesk or Salesforce. This allows for the fastest time-to-value while leveraging platforms and data you already have invested in.
However, best-of-breed solutions like Ada and Intercom offer incredibly robust features. These enterprise-grade AI chatbots can pay dividends through exceptional customer experiences but require more customization.
AI chatbots should be evaluated across metrics like containment rate, CSAT, and agent efficiency to validate ROI. No matter which platform you choose, ensure it has capabilities to improve over time through machine learning and optimization.
The Future of AI Chatbots for Customer Support
By 2025, Gartner predicts that chatbots will handle about 70% of routine service desk requests as customers prefer quick and personalized responses from AI over slow and frustrating experiences waiting on hold for humans.
As natural language processing and sentiment analysis continues improving, AI chatbots will become indispensable tools for delivering 24/7 exceptional support across industries. Contact centers will leverage bots for containing more routine transactions while enabling human agents to focus on complex issues.
The options covered today demonstrate the incredible progress in using AI to improve customer satisfaction. Evaluate use cases, available integrations, scalability needs and budget to choose the best platform for your support organization.