Boost Your CX Ratings - Top AI Customer Support Tools

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• How is AI used in customer support tools?
• Top 10 AI customer support tools
• What are the benefits of AI customer support tools?
• Types of AI customer support tools
• How can I use AI customer support tools?
• Customer support software FAQs
• Scribe: Elevate your customer support operations

AI customer support tools can be a game-changer for businesses seeking to boost CX ratings. They can help you improve customer service, reduce costs and increase efficiency by helping you to automate tasks, improve accuracy, personalize service and offer service to customers 24/7.

In this blog, we’ll explore the top 10 AI customer support tools that can help you boost your CX ratings. 

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TL;DR: Top AI Customer Support Tools in 2023 

• Scribe: Best AI-powered AI to generate personalized customer support documents. 
• Zendesk: Best to streamline customer support interactions and engagement. 
• YOUS: Best for offering personalized experiences. 
• NUMR CXM: Best to gain actionable insights and optimize customer journeys.  
• Yuma AI: Best for customer feedback analytics. 
• AutoResponder.ai: Best for providing an effective messaging experience.
• Ada: Best multilingual virtual assistant.
• Persana AI: Best for increasing sales teams' efficiency.
• PolyAI: Best for providing phone response without human operators.
• Kindly AI: Best for eCommerce platforms.

‎Ho‎w is AI used in customer support tools?

AI tools help customer support teams automate tasks, understand customer queries, personalize customer experience, and reduce costs. Support teams can use AI tools to reduce wait times, resolve problems faster and improve customer satisfaction.

When used correctly, AI in customer service can greatly impact how employees support customers.

To‎p 10 AI customer support tools

1. Sc‎ribe 

‎Want to reduce your time spent on answering ad hoc client questions? Scribe is an AI-powered process documentation tool to create SOPs, guides and manuals—in seconds!

Scribe is the fastest way to create resources and support customers at scale. Use AI to generate step-by-step training manuals, SOPs and customer guides.

Just turn on the extension or desktop app to capture everything you do on-screen, break actions into easy-to-follow steps, and highlight how to complete specific tasks or procedures.

And no, this isn't just a regular video tool. Scribe turns your processes into visual guides that you can easily edit, share and combine with AI.

Why customer success teams are choosing Scribe

• Make customer onboarding easy by capturing and sharing processes in seconds.
• Train any customer on any tool. Simply go through your process to generate a guide, complete with text and screenshots.
• Combine multiple Scribes and let the AI-powered tool add additional context and support so that you can build training manuals, procedures and so much more.
• Scribe Pages takes your documentation to the next level by combining videos, photos and other multimedia in your guides.
• Scribe answers your FAQs for you by auto-generating your workflow.
• Add your logo and custom brand with colors, edit screenshots and redact sensitive customer information (Pro users).
• Automatically update all the shared docs whenever an edit is made to the original documentation.
• Easily collaborate with your team members and ask for feedback on your customer support docs.
• Quickly share a link, a PDF export or embed.

Your customer-facing teams can create eye-catching templates, detailed customer service training manuals and engaging user guides that will leave a great impression. 

“Scribe helps teams easily share knowledge so that each customer and employee has all the information they need.” — Omid A., Digital Marketing Executive

Help your customers faster than ever ➜

2. Ze‎ndesk

Zendesk'sAI-powered customer service platform simplifies and improves customer support across many channels. It guides questions, automates responses and provides helpful data to agents through machine learning, resulting in faster and more effective responses. 

The platform's AI chatbot handles typical questions, while sentiment analysis prioritizes requests for custom responses. Zendesk also has a user-friendly dashboard and seamless app integration.

Pros:

• Easy to set up and use.
• Multi-brand support with linked accounts.
• Omnichannel support.
• Ticketing and routing capabilities. 
• Provides analytics and reporting features.

Cons:

• Not intuitive. 
• Expensive for small-to-midsize firms.
• Difficult to collaborate with coworkers. 

3. YO‎US 

‎YOUS is a messaging app featuring AI-powered real-time translation for voice and video chats. It encrypts conversations and does not record them, keeping information secure and private. The AI translator works for meetings, phone calls and texting, and costs eight times less than human translators.

Pros:

• Support 17 languages.
• High translation accuracy. 
• Translates audio/video meetings, phone calls and messages. 
• Transcribes to text format for better understanding. 
• Encrypted chats.

Cons:

• The free plan provides chats and meetings for only up to 5 minutes.
• Highly expensive as the premium version provides only 1 meeting and chats of up to 60 minutes.
• The AI-based translator works accurately only at quiet locations and with a good internet connection. 

4. NU‎MR CXM

‎NUMR CXM is an AI-powered platform that provides customer experience solutions such as analytics, path optimization and exceptional experiences. It's a one-stop solution for increasing customer satisfaction, driven by cutting-edge AI for predictive analytics, feedback, sentiment analysis, and growth-oriented CX strategies.

Pros: 

• Provides actionable insights. 
• Supports eight industries, including B2B, telecommunication, banking, etc.
• Monitor changing brand reputation. 
• Provide the overview of your entire CX operation in one place.

Cons:

• Does not provide pricing transparency. 

5. Yu‎ma AI

‎Yuma AI ticket assistant employs advanced AI to speed up customer service by creating automated responses, integrating with help desk software, changing writing styles and translating across 15 languages. It collects real-time data from Shopify, allowing agents to provide precise, customized solutions aligned with business objectives.

Pros:

• Supports 15 languages and auto-translation. 
• Easy integration with Help Desk.
• Retrieves live information from Shopify products.

Cons:

• Only compatible with Shopify and Gorgias. 
• Sometimes may provide inaccurate responses.
• Not able to handle complex or sensitive customer queries. 

6. Au‎toResponder.ai 

‎AutoResponder.ai allows users of popular messaging services such as WhatsApp, Facebook Messenger, Instagram, Telegram, Signal and Viber to receive automated responses, providing a personalized and efficient chat experience. It allows customized responses and rule-setting for unlimited messaging flexibility.

Pros:

• Supports almost all major messaging platforms.
• Connects with ChatGPT, GPT-4 or Dialogflow AI.
• Provides the capability to create as many custom rules for different messages as you like. 

Cons:

• Can be used on Android only. 
• Doesn't support Android 8.1, 9 or 10.
• Doesn't have a desktop version. 

7. Ad‎a

‎Ada is an AI-powered chatbot platform that automates customer support by providing tailored experiences through multilingual virtual help. It provides self-service, task automation and smooth escalation to human agents when needed.

Pros:

• Great for non-technical users.
• Great customer support. 
• Appealing UX and intuitive design. 
• Frequent new features roll out.

Cons:

• Users report the analytics dashboard can be buggy. 
• Ada charges for access to their data API.
• The learning curve can be time-consuming.

8. Pe‎rsana AI

‎Persana AI automates sales operations by recognizing leads, gathering customer data and providing tailored outreach. It generates extensive client profiles to support sales teams by utilizing email data, CRM, internal information and public sources. 

With hyper-personalized AI technology, the fine-tuned Persana AI model frees up salespeople to focus on selling and identifying promising prospects.

Pros:

• Scalable AI hyper-personalization.
• AI workflows.
• Provides features to monitor leads' activities and send automated messages.

Cons:

• Tedious plan cancellation process.
• Doesn't offer a free trial. 
• Doesn't provide pricing transparency. 

9. Po‎lyAI 

‎PolyAI's AI customer service, powered by Cookiebot, provides 24/7 automated phone help leveraging cookies for faster loading, personalized content, user permissions, form implementation, error detection and tracking. Google Analytics and Vimeo aid in monitoring activity and preferences, while marketing cookies deliver relevant ads across websites.

Pros:

• The voice produced by the software doesn't feel robotic, giving it a human touch.
• Cost-effective and flexible pricing. 
• Good spoken language understanding. 

Cons:

• Poor voice analytics. 

10. Ki‎ndly AI

‎Kindly offers an all-in-one solution that combines a conversational AI chatbot, conversion optimization tool nudge and cart abandonment messages to help you increase conversions. The conversational AI assistant integrates with platforms like Zendesk, Slack, HubSpot, Facebook Messenger, and more.

Pros:

• Kindly's AI suggests new training data, saving time on chatbot training.
• The chatbots can answer specific questions instead of offering a series of choices to users.
• You can use behavioral data and engagement metrics to create personalized customer experiences.

Cons:

• Doesn't provide pricing transparency.

Wh‎at are the benefits of AI customer support tools?

Why choose AI for customer support in the first place? According to Hubspot's "The State of AI in Marketing in 2023" report, 79 percent of customer service professionals believe AI/automation tools are important to their overall strategy. 

Let's dive into the benefits.

Improve workflows with AI customer support tools

AI improves customer support workflows by:

• Reducing friction.
• Automating repetitive tasks.
• Providing instant responses through chatbots or solutions through knowledge bases.
• Analyzing customer data for insights.
• Enabling personalized interactions. 

For example, let's say you have common questions that your support team often gets from your customers. Instead of handling each of them manually, you can create a customer service knowledge base using tools like Scribe and share guides whenever those questions arise.

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Reduce response and handle times

AI-enhanced workflows enhance customer response metrics. For example, with chatbots, you can instantly respond to live chat messages, drastically lowering your support team's initial response time. This reduces average handling times since incoming requests are resolved more rapidly.

Predict customer behavior with AI tools

AI uses current information to make forecasts. You can use AI to predict customer behavior by analyzing their purchasing habits, past purchases and preferences. Predictive AI helps you identify trends and proactively improve the customer experience.

AI customer support tools increase efficiency and productivity

AI improves efficiency and productivity by automating jobs, speeding up data processing, providing insights and improving processes. This results in streamlined operations and resource savings.

Types of AI customer support tools

AI documentation tools

AI-based documentation tools are great for providing personalized assistance to customers, such as interactive guides and tutorials. This reduces the efforts of the customer support team and improves customer satisfaction. 

Chatbots

Chatbots are designed to interpret a customer's problem and then suggest troubleshooting methods to resolve the problem. This saves your reps and customers’ time because responses are quick, automatic and available 24/7.

Voice AI

Voice AI has simplified automating call center interactions. These tools, trained in predictive call routing and interactive voice response, can be used as the first line of defense in dealing with customer inquiries.

AI data management tools

Data management tools can be paired with your CRM to retrieve customer data for your service team members. Your customer success team can utilize this feature to assist customers proactively based on AI-generated data.

Multilingual support

Before the message reaches your support staff, AI can identify the customer's language and translate it. Alternatively, you can use it to automatically launch a response matching the original question's language.

Predictive analytics

It can analyze big data sets and extract useful insights that predict trends, anticipate customer sentiment and address future issues.

Augmented messaging

Augmented messaging recognizes situations where human agents should intervene and assist the customer for added personalization.

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How can I use AI customer support tools?

Here are a few real-world examples of how you can use AI customer support tools in your business:

Simplify complex jobs

In customer support, AI empowers your agents by simplifying complex jobs.

• Chatbots handle common queries, allowing employees to focus on more complex tasks.
• Automation streamlines repetitive tasks, lowering agent workload.

Increase sales

AI makes proactive suggestions based on data, preventing cart abandonment. AI-powered chatbots assist clients in overcoming purchasing barriers. For example, chatbots can recognize basket abandonment habits and offer personalized discounts.

Provide 24/7 support

AI ensures 24/7 support with chatbots. Customers receive assistance in real time and asynchronous ticketing ensures support continuation. For example, a customer requesting assistance late at night receives immediate assistance from an AI chatbot, with an email ticket generated for agent follow-up.

Customer support software FA‎Qs

What is the impact of AI on customer experience?

AI provides the convenience of analyzing customers’ data and adapting services to their needs and interests. It helps you communicate with your customers in real time and solve their issues to improve their overall experience with your offering and brand.

What are the future trends in AI customer support?

The increasing use of chatbots in AI-driven customer service is a major trend. According to a recent Grand View Research report, the global chatbot industry might reach $27,297.2 million by 2030, with a compound annual growth (CAGR) of 23.3% from 2023 to 2030.

How can I choose the right AI customer support tool for my business?

When researching AI customer support tools, keep these best practices in mind:

• Assess your business needs—what do you hope to achieve with AI customer support? Do you want to reduce costs, improve customer satisfaction or automate tasks?
• Consider the tool's features and customization options.
• What are the demographics of your customer base? What are their needs and expectations? Choose an AI tool that is designed to work for your customers.
• Evaluate its integration capabilities. If you already have a customer support system in place, you'll need to choose an AI tool that integrates with your systems.

Test the tool's usability and scalability.

Sc‎ribe: Elevate your customer support operations

Great customer service is the backbone of your business and brand’s reputation. Communication is the key to customer satisfaction and loyalty. So, it makes sense to invest in it.

Ready to revolutionize the way your customer service team communicates with customers? Scribe, powered by AI, can help you create high-quality customer content in seconds. Generate process documentation, showcase features and build help centers that will enhance customer satisfaction and loyalty. Try Scribe today!