10 Best AI Customer Service Software Companies in 2021

Post by
Indrek Vainu
    Published: 
February 25, 2021
10 Best AI Customer Service Software Companies in 2021

What is AI Customer Service Software?

AI Customer Service Software enables companies to automate their processes so that customers get accurate information 24/7. AI helps to unlock the benefits of efficient support by serving customers information that they want, when they want it. This can be done for example through chatbots and Conversational AI based Intelligent Virtual Assistants.

To build AI into your customer service it is important to pick the right tools. With a wide variety of products available, it can be overwhelming to decide which platforms are the best ones to use. We spent 25 hours going through dozens of products and put together a carefully curated list of top 10 AI Customer Service Software Companies.

Best AI Customer Service Software

1. AlphaChat


alphachat.ai



AlphaChat is a no-code end-to-end Conversational AI platform allowing anyone to build Natural Language Understanding Intelligent Virtual Assistants. The platform also offers advanced features for enterprise customers such as authentication, SSO, APIs, agent co-pilot mode and intelligent routing.

Top Features:

  • Built-in Natural Language Understanding for training Virtual Assistants
  • Live chat and seamless handover to agents
  • Authentication and APIs
  • Polyglot mode for multilingual support

What’s special about this tool: Standard Package offers everything from to build your own AI. insights into customer conversations (topics discussed, customer satisfaction) and statistics on AI value performance. Enables to train the NLU chatbot in one language and have it automatically chat in any language. SLAs and AlphaOS with DIY custom code writing available for enterprise accounts. 

Pros: Built-in no-code end-to-end chat automation with NLU chatbots, live chat product. Advanced authentication and integration capabilities with 3rd party systems for developers.

Cons: No phone product for agents and CRM.

Pricing: 10-day free trial. Paid plans from €399/month. 


2. Bold360


bold360


Bold360 is a customer service AI software company offering live chat and messaging automation for customer support.

Top Features:

  • Omni-channel engagement
  • Chatbot training
  • Agent co-pilot mode
  • Intelligent routing

What’s special about this tool: Bold360 offers comprehensive tools for automating live chat for agents and for customers.

Pros: Remote support products of other LogMeIn divisions.

Cons: Multi-lingual AI training.

Pricing: Price available on request.


3. Amelia

amelia



Amelia (from IPSoft) is an AI software company that allows building job-based digital employees for external and internal customer support. 

Top Features:

  • Episodic, semantic and process memory
  • Voice integration
  • Virtual Assistant training
  • Contextual understanding

What’s special about this tool: Amelia is a no-code AI platform for creating digital assistants for a variety of use cases including internal IT and support.

Pros: NLU capabilities and integrations.

Cons: Enterprise customer focus only.

Pricing: Price available on request.


4. Twilio Autopilot


twilio autopilot


Twilio Autopilot is an AI platform from the communications software provider to build conversational IVRs and bots. 

Top Features:

  • Chatbot training
  • Speech recognition
  • Deploy in multiple channels
  • Contact center integrations

What’s special about this tool: Twilio Autopilot integrates with Twilio Flex contact center solutions and can be deployed across multiple channels.

Pros: Omnichannel integration.

Cons: Limited insight for training and conversation analysis; technical user interface.

Pricing: Messaging and chat $0.001/message, voice $0.04/minute.


5. Zendesk Answer Bot


answerbot


Zendesk Answer Bot is a platform from the contact center software provider that allows building chatbots for support automation with the Flow Builder.

Top Features:

  • Bot collects information for agents
  • Works with a knowledge base
  • 3rd party chatbot integrations
  • Bot marketplace

What’s special about this tool: Zendesk Answer Bot is a tool for building a quick bot to answer common questions and escalate complex queries to the agents. 

Pros: Integrates into Zendesk products.

Cons: Limited training capability of chatbots.

Pricing: Paid plans from €49/agent/month includes up to 50 AI-powered automated answers.

6. LivePerson

liveperson



LivePerson is an AI chat and chatbot customer service company that provides chatbot building tools for automating customer service.

Top Features:

  • Train Virtual Assistants
  • Template for various industries
  • Bot-to-agent routing
  • Conversation analytics

What’s special about this tool: LivePerson gives various tools for automating chat end-to-end from chatbots to intelligent routing to live agents.

Pros: Integration with LivePerson live chat.

Cons: No phone product for agents.

Pricing: Price available on request.


7. IBM Watson Assistant


ibm watson assistant


IBM Watson Assistant offers speech-to-text and chat automation capabilities for building your virtual customer assistants for customer support. 

Top Features:

  • Agent assist tools
  • Train Virtual Assistants
  • Voice assistants
  • Data mining

What’s special about this tool: IBM Watson Assistant brings a variety of machine learning tools and capabilities for automating your customer support from chat to voice to internal data.

Pros: NLU training capabilities.

Cons: Need chat widget and live chat integrations to deploy as end-to-end product.

Pricing: Free up to 5 skills and 10,000 messages/month. Paid plans from $120/month.

8. Azure Bot Services


azure bot services


Azure Bot Services from Microsoft allow building conversational experiences for customers through speech and text.

Top Features:

  • Intent detection
  • Voice assistants
  • QnA maker
  • Deploy to multiple channels

What’s special about this tool: Azure Bot Services is a versatile tool for customer service automation.

Pros: NLU training capabilities.

Cons: Need chat widget and live chat integrations to deploy as end-to-end chat automation product.

Pricing: Free up to 10,000 messages/month, then $0.5 per 1,000 messages


9. Dialogflow


dialogflow


Dialogflow is a Natural Language Understanding engine from Google to connect with your chatbot.

Top Features:

  • Visual flow builder
  • Omnichannel deployment
  • Voice integrations
  • Analytics

What’s special about this tool: Dialogflow NLU can be integrated in several 3rd party Conversational AI platforms. 

Pros: NLU training capabilities.

Cons: Technical setup to 3rd party chat widget and live chat integrations to deploy as end-to-end product.

Pricing: Essentials edition $0.002/request, CX edition $20 per 100 chat sessions.



10. Amazon Lex


amazon lex


Amazon Lex is a service for building conversational interfaces into any application using voice and text. 

Top Features:

  • Train Virtual Assistants
  • Speech recognition
  • Context management
  • Collects information for agents

What’s special about this tool: Amazon Lex is the same service that also powers Alexa and is integrated with contact center software Amazon Connect.

Pros: NLU training capabilities and AWS suite of products.

Cons: Technical setup to 3rd party chat widget and live chat integrations to deploy as end-to-end product.

Pricing: $0.00075 / text request and $0.004 / speech request.