Just think of the last time you had contact with a brand in need of help. You may have had a problem with an online purchase, a password reset, or wanted information about package delivery.
Earlier on, this meant sitting on hold waiting a long time to speak to a human agent.
Nowadays, the situation is much different. Big brands are turning to Artificial Intelligence (AI) to make customer service smoother, faster, and more reliable.
Rather than depending on human representatives to solve their queries, companies are integrating AI-based tools, such as chatbots, virtual assistants, voice bots, and smart copilots in their systems.
The tools save time but also do more. They also ensure the customers receive consistent, responsive, and accurate answers around the clock.
Let’s know what tools enterprise-level brands use for AI-powered customer service automation.
1. NICE CXone (and CXone Mpower)
What is it?
NICE CXone is an overall package of a customer experience platform. Recently, they added CXone Mpower that integrates three intelligent capabilities, namely Copilot, Autopilot, and Actions.
How can it help?
- Copilot enables human agents by suggesting how to respond to the queries.
- Autopilot speaks directly to customers to fix basic issues.
- The actions assist in automating such tasks as follow-up emails.
Easy Example:
Consider a bank that receives hundreds of refund applications daily. CXone identifies the urgency, routes those requests to the relevant team, and also shows case summaries to agents.
This saves time and keeps the customers feeling valued as they are not waiting endlessly to get the answers.
Pricing
There are different pricing structures available, and the prices depend on your needs.
You need to visit their website for more clarity, and based on that, you can decide which pricing model you want to opt for.
You can visit their website for more information – https://www.nice.com/websites/pricing
2. Salesforce Service Cloud (Einstein AI / Agentforce)
What is it?
Salesforce Service Cloud is a large helpdesk platform used by large companies to resolve their customer queries and keep a record of the conversations. Inside Salesforce, there is an AI helper called Einstein AI and a new helper called AgentForce.
Basically, it acts as a helper for customer representatives.
How is it beneficial?
- Sends and reads messages on behalf of customers, and drafts immediate responses.
- Track the customer sentiment- is the person feeling agitated or elated?
Easy Example:
Imagine you’re working in the telecommunications industry where a customer says:
My internet speed is terrible, and I’ve rebooted the modem, but nothing is working.
Without AI, you’d be talking over each other and trying to understand and solve every problem.
But with Einstein AI, the AI system would instantly suggest giving the agent a troubleshooting guide or scheduling a time for a technician to come.
The agent wouldn’t need to work through the manual – the AI would have the solution.
Pricing
- For the starter suite, $25 user/month you will be applied.
- For the pro suite, $100 users/month need to pay.
- For the enterprise, $175 per user/month needs to be paid.
3. Intercom Fin (Fin AI Agent, Copilot, and Analyst)
What is it?
Intercom Fin is an AI-based chatbot. It can answer most customer questions automatically. There’s also Fin Copilot, which helps agents in chat, and Fin Analyst, which analyzes conversations and provides managers with valuable insights.
How is it useful?
- Fin will address frequently asked questions, such as how to get a username using a phone number.
- Complex queries are passed on to a human agent with the details already summarised.
- Managers can take notice of the kind of issues that keep recurring.
Easy Example:
One of the small software startups utilises Intercom. Under such a situation, 99 percent of users should be able to ask, How do I upgrade my account? Fin immediately responds with the appropriate actions.
However, in the case of a complex query, such as one regarding a rare billing error, Fin usually transfers the question to a human being, with context given to the agent. In short, AI and humans work together.
Pricing
You need to visit their website, and they also provide free trials so that you can decide whether you want to continue after the trial period ends.
4. Zendesk AI
What is it?
Zendesk is a customer service platform that is among the most popular. Its AI functions of the software are the Answer Bot, automatic ticket tagging, and smart suggestions to agents.
How can it help?
- Handles repetitive questions (“Where’s my order?”) automatically, which saves time for human and increases their productivity in more important tasks.
- Sorts them out by tagging, with important topics like wrong product received, refund, or late delivery
- Recommends the knowledge-base article as the best choice for the agents.
Pricing
You need to visit their website for pricing information, and they also provide a free trial.
Easy Example:
A 1,000 chats come to an e-commerce store every day. Half of them are more or less delivery tracking. Instead of having human agents reply with the same response, the Answer Bot responds automatically and swiftly with tracking links.
This can leave the agents to address more sensitive complaints.
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5. HubSpot service hub
What is it?
HubSpot combines customer relationship management (CRM) with AI-powered support features.
How does it help?
- Shortens longer customer emails into major points
- Prepare drafts of reply templates so that agents do not need to begin with a blank sheet.
- Predicts which customers might leave (churn risk).
Easy Example:
A customer sends a long message describing two issues. HubSpot’s AI quickly summarizes: the main problem is that the shipment arrived late, and the second problem is that the shipment was different in size.
This helps agents work on issues without having to read long emails.
Pricing
- For the professional plan, $1500 will be charged.
- For the enterprise plan,$3500 will be charged.
6. Zoho Desk (Zia AI)
What is it?
Zoho Desk is a smart AI programme that predicts the problem in advance before it becomes a big problem. Moreover, it suggest answers to agents so that they reply fast and look professional.
How does it help?
- Analyzes the ticket messages to determine the intent of whether the customer is angry or calm.
- Gives a hint at what one can answer
- Spot any abnormal patterns, such as a sudden increase in the number of requests for refunds.
Easy Example:
An internet service provider hears complaints of a lack of connection. Zia observes a growing trend and alerts the support team, and recommends issuing a bulk communication to the customers that there is a technical problem that is under work.
This will stop the big problem that can arise.
Pricing
You will get the free trial, so during that time, you can decide whether you want to continue after the trial ends or not.
7. Moveworks
What is it?
Moveworks is an AI tool that is more employee-facing- or internal-facing-, such as assisting employees in a company.
How does it help?
- Answers IT-related questions (“I forgot my password”).
- Handles HR queries (“How many vacation days do I have left?”).
- Integrates with workplace technology, such as Slack, Teams, and ServiceNow.
Easy Example:
An employee in a company typed, “I can not log in to my laptop”. With Moveworks, a password reset is automatically initiated with no involvement of IT employees. In minutes, the employee is back to work. Isn’t it cool?
Pricing
For pricing, you need to go to their website for clear understanding.
8. Amelia
What is it?
Amelia is an engaging AI that can serve as a virtual agent. She may either communicate with customers directly or guide the human agents during live calls. In aug 2024, it was acquired by SoundHond.
How does it help?
- Provide timely replies
- Recommends further actions in live conversations
- Being able to learn through interactions and to do it better with time.
Easy Example:
At an airline, a passenger books his delayed flight. Amelia has prompted a human agent, who should say: “Arrange for a hotel stay” or “Provide for a meal ticket.” In this case, the agent sounds more professional, and the customer feels that someone is taking care of them.
Pricing
You need to visit their website for pricing
9. Uniphore
What is it?
Uniphore is a voice AI company. It tracks a conversation in progress, converts speech into text, and provides agents with real-time advice.
How does it help?
- Notices feelings in the voice of the caller.
- Gives clues as to what agents should say next
- Gives immediate call summaries following the dialogue
Easy Example:
A customer is in an angry mode and says, “I’ve been charged twice!” Uniphore identifies the frustration tone and advises the agent to remain calm, and advises the agent to suggests to the customer: But first apologise and then refer to the billing records. This somewhat reduces tension on the call.
Pricing
You need to visit their website for information related to pricing.
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FAQs
Is AI able to fully substitute humans?
No. AI deals with repetitive, routine queries, yet complicated problems need human agents to offer more insight.
Is AI customer service safe?
Yes. Most AI enterprise tools safeguard privacy and data in a solid way when the brands operate on secure platforms.
Does AI customer service work in multiple languages?
Yes. Applications like IBM Watson and Zendesk AI can handle many languages and allow international firms to provide services to clients worldwide.
How do AI chatbots learn?
AI chatbots are trained based on past discussions, customer actions, and information. They respond more correctly as they gain experience. The more they learn, the better they produce the results.
What is the greatest advantage of AI in customer care?
Fast speed and round the clock facility are its main advantages. Customers get instant assistance whenever and wherever they need it. In this way, this facility will increase the credibility of the company.
Conclusion
Artificial intelligence-driven customer service applications are changing the way large brands interact with their consumers. Applications like Salesforce Einstein, Zendesk AI, Intercom Fin, Zoho Zia, and Genesys Cloud help companies find answers more quickly, offer automatic solutions, and provide 24/7 assistance.
AI is not a substitute for human agents but a smart assistant. It can process straightforward tasks, propose the most optimal solutions, and leave agents to tackle multifaceted issues. This will help save time, reduce expenditure, and increase customer satisfaction.
Put simply, AI can make customer service faster, smarter, and more tailored to both the business and customer.
