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 1. Home
 2. Service
 3. Messaging
 4. Chatbot


A COMPLETE GUIDE TO AI CHATBOTS

Try the AI chatbot you can set up and deploy instantly. Most ChatGPT
alternatives require months of lead time.

Free trialView demo



A GUIDE TO THE BEST AI CHATBOTS FOR BUSINESSES

Last updated August 25, 2023



OpenAI’s ChatGPT has revolutionized the field of artificial intelligence. It
sparked global interest in its diverse applications for both personal and
professional use, including customer service. The strides ChatGPT made in
creating humanistic text ushered in other major AI advancements like Microsoft’s
Bing Chat, which utilizes the tech, and Google BARD, another generative AI
chatbot.

Generative AI tools promise to continue positively impacting businesses, and
chatbots have become a key component of many support strategies. AI chatbots
enable teams to scale their efforts and provide support around the clock while
freeing agents to focus on conversations that need a human touch.

Though customers trust bots for simple interactions, most still want the option
to speak with a human agent to resolve sensitive or complex issues. Fortunately,
with natural language processing (NLP) and proper training, AI can respond to
customer queries conversationally and route conversations to the appropriate
agents when it’s called for.

We’ll discuss some of the best and some of the most buzzworthy AI chatbots of
2023. Some work out of the box, while others are burgeoning and will likely have
improved capabilities before long. Some exciting new generative AI capabilities
can also be used together to build more powerful customer experiences–like the
industry-leading capabilities of the Zendesk Suite and the power of OpenAl. Read
on to learn more.

 * What are AI chatbots?
 * Popular AI chatbots at a glance
 * 22 best chatbot software and apps
 * Features of AI chatbot software
 * Benefits of using chatbot software
 * What are some use cases for chatbots?
 * What are some AI chatbot trends?
 * Which AI chatbot is right for you?
 * Frequently asked questions on chatbots
 * Try our AI chatbot for free





Click for sound






3:56













WHAT ARE AI CHATBOTS?

An artificial intelligence chatbot is a computer program that can simulate human
interactions using natural language processing (NLP) to understand speech and
generate humanistic replies.

An AI chatbot functions as a first-response tool that greets, engages with, and
serves customers in a familiar way. This technology can provide immediate,
personalized responses around the clock, surface help center articles, or
collect customer information with in-chat forms.

AI chatbots can escalate conversations to a live agent when necessary by
intelligently routing requests to the right representative for the job. Even
better? When the time comes, your agents won’t miss a beat because AI chatbots
can log important customer information in a centralized database, so your entire
organization can access contextual details.

AI chatbots such as ChatGPT and Google Bard use natural language processing to
power a large language model (LLM). LLMs can be used for generating everything
from images to music based upon a word input. ChatGPT is a form of generative AI
– meaning it can take in a large amount of data and create new data that it
thinks you will want.


HOW DO CHATBOTS USE AI?

Chatbots use two main types of AI: natural language processing and machine
learning.

 * Natural language processing enables bots to interpret customer requests,
   including slang, typos, and abbreviations.

   

 * Machine learning allows bots to improve over time as they gain more
   experience, much like humans.

To illustrate this, let’s look at the Zendesk AI bot to see how it uses a deep
learning model and its existing knowledge base to provide better customer
support. After training our bot with NLP and machine learning, it can:

 * Understand the context of a support ticket
 * Associate questions with answers
 * Choose the right help center articles to assist a customer
 * Learn from each interaction to deliver more relevant and customized service
 * Arm agents with additional context

AI chatbots are most successful when they can learn from thousands of service
interactions (like those already saved in enterprise CRMs), machine learning
algorithms, and scripts.




POPULAR AI CHATBOTS AT A GLANCE

Software Starting price Free trial Features Zendesk $55 per agent/month (Billed
annually) 14 days
 * Intent recognition
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing
 * Built for CX

ChatGPT Free No
 * Content creation
 * Code writing
 * Complex problem solving

Bing Chat Free No
 * Complex research capabilities
 * Conversational replies
 * Image generation

Google Bard Free No
 * Solution brainstorming
 * Content drafting and creation
 * Summarization
 * Co-editing

Einstein GPT $25 per user/month 30 days
 * Integrations with third-party systems
 * Intelligent routing

Ada Contact for a quote Yes
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

Netomi Contact for a quote N/A
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems

Certainly Contact for a quote 14 days
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

DeepConverse Get in touch for pricing 14 days
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems

Laiye Contact sales for pricing 30 days
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

Dixa $39 per agent/month 14 days
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

Zowie Unavailable No
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

Ultimate Unavailable No
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

Meya $99 per month 14 days
 * No-code bot builder
 * Integrations with third-party systems
 * Intelligent routing

Thankful Contact for a quote No
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

Haptik Contact for a quote No
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems

Forethought Contact for a quote N/A
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

Fin $74 per month 14 days
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems

ProProfs Free 15 days
 * Integrations with third-party systems
 * Intelligent routing

HubSpot Free 14 days
 * No-code bot builder
 * Integrations with third-party systems
 * Intelligent routing

Zoom Virtual Agent Contact sales No
 * Omnichannel deployment
 * Integrations with third-party systems
 * Intelligent routing

Boost.ai Contact for a quote No
 * No-code bot builder
 * Integrations with third-party systems




22 BEST CHATBOT SOFTWARE AND APPS

Now, let’s take a closer look at some of the top AI chatbots on the market.

 * Zendesk
 * ChatGPT
 * Bing Chat
 * Google Bard
 * Einstein GPT
 * Ada
 * Netomi
 * Certainly
 * DeepConverse
 * Laiye
 * Dixa

 * Zowie
 * Ultimate
 * Meya
 * Thankful
 * Haptik
 * Forethought
 * Fin
 * ProProfs
 * HubSpot
 * Zoom Virtual Agent
 * Boost.ai






1. ZENDESK



An AI chatbot’s ability to understand and respond to user needs is a key factor
when assessing its intelligence, and Zendesk bots deliver on all fronts. They
help businesses provide better AI-powered conversational commerce and support.

If you already have a help center and want to automate customer support, Zendesk
bots can seamlessly pull relevant information directly from your existing
knowledge base and answer customer questions. The technology is a powerful
extension of your team and a support system for your customers.

For companies that want more control, our click-to-configure bot builder
provides a user-friendly visual interface, empowering your team to design rich,
interactive, and customized conversation flows with absolutely no coding
required. This is a great option for companies that need to create an AI chatbot
without expending valuable resources.

Zendesk advanced bots also come pre-trained to understand the top customer
issues specific to your industry. Bots can automatically classify requests by
intent for more accurate answers and share customer intent information with
agents for added context.

ZENDESK AND OPENAI INTEGRATION

Zendesk’s unique approach to Al revolutionizes customer experience solutions by
delivering intelligent responses to customer inquiries because of its ease of
use and deep expertise in customer service. Combining the industry-leading
capabilities of the Zendesk Suite with the power of OpenAl helps businesses
deliver a more intelligent customer experience while saving time and money.

The Zendesk Suite already includes many Al-powered CX features right
out-of-the-box, such as conversational messaging, bots, agent productivity
tools, knowledge management, advanced analytics, and self-service tools.

Zendesk is leveraging OpenAl for even more including:

 * Content Summarization: Instantly summarizes long tickets to save agents time
   by decreasing time-to-ticket resolution.

   

 * Knowledge base and macros creation: Builds on Zendesk’s proprietary system
   that evaluates missing support articles and creates articles instantly and
   boosts productivity by allowing admins to create new macros.

   

 * Expanding agent replies: Allows agents to create a robust ticket response
   with one click based on just a few words typed.

*Available in Early Access

Features:

 * Intent recognition
 * No-code bot builder
 * Omnichannel deployment
 * Integrations with third-party systems for API calls
 * Intelligent routing
 * Intelligence in the context panel
 * Customer data collection
 * Intent recognition
 * Automated ticket prioritization
 * 24/7 automatic replies
 * Contextual responses
 * Seamless agent handoffs
 * Multilingual
 * Built for CX

Pricing:

 * Suite Team: $55 per agent/month
 * Suite Growth: $89 per agent/month
 * Suite Professional: $115 per agent/month
 * Suite Enterprise: $169 per agent/month

Plans billed annually

Free trial: 14 days


2. CHATGPT





Image source





ChatGPT went viral in 2022, blowing users away with its conversational
capabilities and capacity to understand the context of messages. But it’s
important to note that ChatGPT is far from an out-of-the-box solution if you’re
hoping to use it for sales or customer support.

While the technology does boast impressive writing and parsing capabilities, you
will need a programmer to customize the model available on its API and develop
customer service functionalities that support your business’s unique needs.

However, custom coding your bot does increase opportunities for innovation. For
example, Instacart is using the software to answer customer questions with
shoppable answers, and Shopify is using it to offer buyers an AI-driven shopping
assistant that provides personalized recommendations.

Just remember that ChatGPT can’t pull information from the web or surface
knowledge base articles. Plus, it is taught entirely by human trainers, which
means it can occasionally generate incorrect answers.

Features:

 * Reinforcement Learning from Human Feedback (RLHF)
 * Conversational AI
 * Conversation data preservation
 * Contextual understanding
 * Continuous learning
 * Multilingual
 * 24/7 service and support
 * Content creation
 * Code writing
 * Complex problem-solving

Pricing:

 * ChatGPT: Free
 * ChatGPT Plus: $20/month

ChatGPT is free during the research preview, but this may not be permanent.
While OpenAI works to perfect its software, there’s a free version in exchange
for response feedback to help the AI learn and continuously provide better
answers.

Free plan: Available


3. BING CHAT





Image source





Microsoft Bing recently rolled out its new AI chatbot in partnership with
OpenAI. While you may want to test out this emerging technology, you’ll have to
join the waitlist before you can.

Generally speaking, Bing Chat is a good resource for those seeking fairly
well-known information and assistance with strategy or content planning.
Although some say it’s less conversationally creative than its competitors, it
has the potential to become a useful resource for customer service teams in the
future due to its ability to access current information from multiple sources on
the internet, including a business’s website or help center.

However, the technology has also experienced its fair share of mishaps. For
example, soon after its launch, the bot, which incorrectly identified itself as
Sydney, started generating inaccurate information, such as trying to convince a
user that it was 2022 in February of 2023.

For that reason, it may be best to hold off on using this technology for
customer service purposes until the bugs have been worked out.

Features:

 * Complex research capabilities
 * Conversational replies
 * Image generation

Pricing:

 * Free


4. GOOGLE BARD





Image source





Google has released its new LaMDA-powered chatbot, Bard, to a limited audience
in Britain and the U.S.

Currently, people can use Bard for a number of casual use cases, including
writing outlines and blog posts or generating new ideas. Google is calling it a
“launchpad for curiosity.” So far, the new technology seems to perform very well
with math and logic-based questions.

Business use cases will likely progress in future iterations, but at this time,
the technology needs more work before it’s fully customer-ready. To its credit,
Bard strives to avoid distributing false information. However, it doesn’t give
users the same answer every time, shows some biases, and is still in the
experimental phase.

Like any brand-new chatbot, it’s still learning and has some flaws—but Google
will be the first to tell you that. Google states that the tech can provide
inaccurate information, and you shouldn’t use it for legal, financial, or
medical advice. In time, and with more consistency, this emerging technology may
become a solid tool for businesses.

Features:

 * Information distillation
 * Brainstorm plans and solutions
 * Create drafts for various content types
 * Summarization
 * Co-editing

Pricing:

 * Free


5. EINSTEIN GPT BY SALESFORCE





Image source





Einstein GPT fuses Salesforce’s proprietary AI with OpenAI’s tech to bring users
a new chatbot. It is the latest iteration of Salesforce’s previous chatbot,
Einstein.

While Einstein GPT is a sales cloud tool, it can also be an asset to support
teams. From helping representatives fine-tune their emails to generating replies
to simple FAQs, this bot has several use cases.

Customer service teams can use the tool to collect, streamline, and unify all
customer data. It can also deliver content and support across various teams,
including sales, IT, and marketing.

Features:

 * Article recommendations
 * Reply suggestions
 * Case classification and routing
 * Service analytics
 * Prediction builder

Pricing:

 * Starter: $25 per user/month
 * Professional: $75 per user/month
 * Enterprise: $150 per user/month
 * Unlimited: $300 per user/month

Free trial: 30 days


6. ADA





Image source





Ada is an automated chatbot powered by AI and NLP. It deflects repetitive
tickets with a self-serve solution that lets customers change their information,
upgrade their accounts, schedule appointments, and make payments.

Ada’s automation platform acts on a customer’s information, intent, and
interests with tailored answers, proactive discounts, and relevant
recommendations in over 100 languages.

Features:

 * Rich messaging
 * Mobile chat
 * AI training insights and suggestions
 * Ticket creation and handoff
 * Bot KPIs
 * A/B testing

Pricing:

 * Core: Contact for a quote
 * Advanced: Contact for a quote
 * Pro: Contact for a quote

Free trial: Available

Learn more about Ada for Zendesk.


7. NETOMI





Image source





The Netomi Virtual Agent empowers you to resolve customer service tickets within
seconds. It easily integrates with existing back-end systems for a simple
self-service resolution that can increase customer satisfaction.

For instance, the platform can access customer and order information within your
CRM system to determine and communicate the status of an order to your customer.

Netomi boasts top-tier NLP and includes customer service and email-based
chatbots. Leverage Netomi to automate specific workflows, guide agents in their
responses, and fully resolve tickets within the tools your team already knows
and loves.

Features:

 * Conversational AI
 * Rich messaging
 * Proactive messaging
 * Integrated knowledge search

Pricing:

 * Contact for a quote

Free trial: Available

Learn more about Netomi for Zendesk.


8. CERTAINLY





Image source





Certainly is a bot-building platform made especially to help ecommerce teams
automate and personalize customer service conversations. The AI assistant can
recommend products, upsell, guide users through checkout, and resolve customer
queries related to complaints, product returns, refunds, and order tracking. It
also gathers zero-party data from conversations with visitors, which you can use
to hyper-customize shopping experiences and increase customer lifetime value.

Certainly helps businesses of all sizes open, update, and close tickets with
pre-made functionalities. Plus, it has multiple APIs and webhook options for
reporting, data sharing, and more.

You can quickly deploy Certainly with pre-built integrations and templates so
your team and execs can see its value as soon as possible.

Features:

 * Premade and build-your-own customizations
 * Omnichannel support
 * Conversational web SDK

Pricing:

 * Starter: Contact for a quote
 * Pro: Contact for a quote
 * Premium: Contact for a quote

Free trial: 14 days

Learn more about Certainly for Zendesk.


9. DEEPCONVERSE





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DeepConverse helps businesses deploy chatbots that can deflect tickets through
multi-step resolution flows and provide precise answers based on user intent.

DeepConverse chatbots can acquire new skills with sample end-user utterances,
and you can train them on new skills in less than 10 minutes. Its intuitive
drag-and-drop conversation builder helps define how the chatbot should respond
so users can leverage the customer-service-enhancing benefits of AI.

Using DeepConverse and its convenient support integrations, you can create
chatbots capable of giving simple answers and executing multi-step
conversations. Bots can hand customers over to human agents seamlessly when
issues need further assistance.

Features:

 * Automated follow-ups for multi-step conversations
 * Train AI in under 10 minutes to answer recurring questions
 * No-code platform
 * Ticket deflection
 * Complex interactive support

Pricing:

 * Basic: Get in touch for pricing
 * Professional: Get in touch for pricing
 * Enterprise: Get in touch for pricing

Free trial: 14 days

Learn more about DeepConverse for Zendesk.


10. LAIYE





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Laiye, formerly known as Mindsay, enables companies to provide one-to-one
customer care at scale through conversational AI. The company makes
chatbot-enabled conversations simple and efficient for non-technical users
thanks to its low- and no-code platform.

Laiye’s AI chatbots include robotic process automation (RPA) and intelligent
document processing (IDP) capabilities. They seamlessly utilize support
integrations to allow human agents to easily enter and exit conversations via
live chat and create tickets.

With the bots automatically handling the most common customer questions, agents
can focus on solving the complex issues that require a human touch.

Features:

 * Flow builder
 * API integration
 * User feedback

Pricing:

 * Contact sales for pricing

Free trial: 30 days

Learn more about Laiye for Zendesk.


11. DIXA





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Solvemate is Dixa’s chatbot designed for customer service, operations, and IT
teams in retail, financial services, SaaS, travel, and telecommunications.

The Solvemate Contextual Conversation Engine™️ uses a combination of NLP and
dynamic decision trees (DDT) to enable conversational AI and understand your
customers.

Users can either type or click buttons with pre-built selections because
Solvemate uses a dynamic system that combines decision-tree logic and natural
language input.

Solvemate is context-aware by channel and individual users, so it can handle
highly personalized requests. You can also offer a multilingual service
experience by creating bots of any language. If necessary, a human agent is
always just a click away, and the handovers are seamless.

Using Solvemate’s automation builder, you can streamline customer service
processes such as routing tickets, answering common questions, or accomplishing
other routine tasks.

Features:

 * Conversation history
 * Intelligent routing
 * Advanced search
 * Activity log
 * Integrations

Pricing:

 * Essential: $39 per agent/month
 * Growth: $89 per agent/month
 * Ultimate: $139 per agent/month
 * Custom: Get in touch

Free trial: 14 days

Learn more about Solvemate for Zendesk.


12. ZOWIE





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Zowie is a self-learning AI that uses data to learn how to respond to your
customers’ questions, meaning it leverages machine learning to improve its
responses over time.
This solution is especially popular among ecommerce companies offering a range
of products, including cosmetics, apparel, consumer goods, clothing, and more.

Zowie’s automation tools learn to address customer issues based on AI-powered
learning, not keywords. Zowie pulls information from several data points like
historical conversations, knowledge bases, FAQ pages, and ongoing conversations.
The better your knowledge base and the more extensive your customer service
history, the better your Zowie implementation will be right out of the box.

Features:

 * Ready-to-use integrations
 * Automation data reporting
 * Intelligent ticket distribution
 * A/B testing and service analytics
 * AI-powered learning

Pricing:

 * Contact for a quote

Free trial: Not available

Learn more about Zowie for Zendesk.


13. ULTIMATE





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Using NLP, Ultimate’s virtual agent enables global brands to automate customer
conversations and repetitive processes, providing great support experiences
around the clock via chat, email, and social. Built for your omnichannel CRM,
Ultimate deploys in-platform, ensuring a unified customer experience.

It’s also well-adopted among companies in industries like Healthtech, telecom,
travel, financial services, and ecommerce.

When you start with Ultimate, the software builds an AI model unique to your
business using historical data from your existing software. This helps you
determine what processes to automate and helps the AI learn how to speak in your
brand tone and voice.

Features:

 * Language detection
 * Advanced conversation flows
 * Integrations
 * Omnichannel support
 * Multilingual reporting

Pricing:

 * Contact sales

Free trial: Not available

Learn more about Ultimate for Zendesk.


14. MEYA





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Meya bills itself as an automation platform consisting of three components: the
Grid, the Orb, and the Console.

The Grid is Meya’s back end, where you can code conversational workflows in
several languages. The Orb is essentially the pre-built chatbot that lets you
customize and configure it to your needs and embed it on your app, platform, or
website. And the Console is where your team can design, create, and execute your
customers’ conversational experiences.

Meya enables businesses to build and host complex bots that connect to their
back-end services. Meya provides a fully functional web IDE that makes
bot-building easy. The cloud code and managed database come with every bot and
allow you to customize your bot and delight customers.

You can also use integrations to improve team efficiency. Your bot will listen
to all incoming messages connected to your CRM and respond when it knows the
answer. You can set the bot to pause when a customer gets assigned to an agent,
and unpause when unassigned.

Features:

 * Visual flow editor
 * Chat UI customization
 * CRM and process integrations
 * Advanced analytics

Pricing:

 * Dev: $99 per month
 * Pro: $999 per month
 * Partner: $3,000 per month

Free trial: 14 days


15. THANKFUL





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Thankful is an AI-driven customer service solution for ecommerce businesses.
Through routing, agent assistance, and translation, the software can fully
resolve high volumes of customer queries across channels, giving customers the
freedom to choose how they want to engage.

Thankful’s AI delivers personalized and brand-aligned service at scale with the
ability to understand, respond to, and resolve over 50 common customer requests.
Thankful can also automatically tag numerous tickets to help facilitate
large-scale automation.

Features:

 * Natural language processing
 * Works within your help desk
 * Collects incoming support tickets and takes action
 * Personalized responses

Pricing:

 * Contact for a quote

Free trial: Not available

Learn more about Thankful for Zendesk.


16. HAPTIK





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Haptik uses intelligent virtual assistants (IVAs) to create a transformative
customer experience. The platform is designed specifically for CX professionals
in the ecommerce, finance, insurance, and telecommunications industries. In
addition to streamlining customer service, Haptik helps service teams monitor
conversations in real time and extract actionable insights to reduce costs,
drive revenue growth, and improve automated processes.

Haptik IVA serves as the first line of support for brands, deflecting inbound
support tickets and allowing agents to focus on complex, high-value customer
issues—elevating the user experience and boosting CSAT and NPS at every stage of
the customer journey.

Features:

 * Omnichannel messaging
 * Buyer-focused commerce assistant
 * Behavioral data and reporting
 * Pre-built smart workflows
 * Chat transcript

Pricing:

 * Contact for a quote

Free trial: Not available

Learn more about Haptik for Zendesk.


17. FORETHOUGHT





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Forethought—powered by SupportGPT™—is a leading generative AI company providing
customer service automation that allows support teams to maximize efficiency and
ROI and chatbot is a core part of the suite.

Forethought’s product suite enables seamless customer experiences by infusing
generative AI, built on Large Language Models (LLMs), at each stage of the
customer support journey: resolving common issues instantly with a bot,
predicting and prioritizing cases, assisting agents with relevant knowledge and
response writing, and providing actionable insights—all from one platform.

Features:

 * AI-powered and insights-driven bot builder
 * Automated omnichannel support
 * Powered by Natural Language Understanding, not keywords
 * Customized chatbot responses based on historical ticket data and intent
   detection
 * Ability to build intricate workflows automatically
 * Intelligent ticket deflection and triage
 * Multi-lingual support

Pricing:

 * Contact for quote

Free trial: Not available

Learn more about Forethought for Zendesk.




18. FIN





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Fin is Intercom’s latest AI chatbot, and users can now join the waitlist. The
program was built using ChatGPT with customer service teams in mind.

Fin can understand complex questions, follow up with clarifying questions, and
break down hard-to-understand topics. It also pulls information exclusively from
your business’s existing knowledge base to help prevent the
“hallucinations”—made-up information that AI generates when it doesn’t have the
correct answer readily available—that other popular bots experience.

This chatbot can also help customer support agents provide better service by
collecting crucial information and routing more complex questions to a trained
staff member.

Features:

 * Easy installation
 * Conversational AI
 * References existing knowledge base

Pricing:

 * Starter: $74 per month
 * Pro: Contact for a quote
 * Premium: Contact for a quote

Free trial: 14 days

Learn more about Intercom for Zendesk.


19. PROPROFS





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ProProfs improves customer service and sales by creating human-like
conversations that help companies connect with customers. The software makes it
easy to build a custom bot from the ground up with drag-and drop-features, so
you don’t need to hire a programmer to launch.

ProProfs prioritizes ease of use over advanced functionality, so while it’s
simple to create chatbots with no code, more advanced features and sophisticated
workflows may be out of reach.

The AI chatbots can provide automated answers and agent handoffs, collect lead
information, and book meetings without human intervention.

Features:

 * Mobile access
 * Pre-made responses
 * White-label capabilities
 * Advanced reports and analytics

Pricing:

 * Team package: $19.99 per operator/month

Free trial: 15 days

Free Plan: Available for 1 operator

Learn more about ProProfs for Zendesk.


20. HUBSPOT





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HubSpot is known for the CRM, customer service, and marketing tools it provides
for teams of all sizes across many industries, but it is less well-known for its
chatbot. However, for basic needs—especially for existing HubSpot
users—HubSpot’s chatbot is a great way to get started.

Among other things, HubSpot’s chatbot enables your sales teams to qualify leads
and book meetings, your service team to facilitate self-service, and your
marketing teams to scale one-to-one conversations. Plus, it comes with
goals-based templated conversation flows and canned responses. And the visual
editor is easy to use for non-technical users.

It’s worth noting that the more advanced features of HubSpot’s chatbot are only
available in the Professional and Enterprise plans. In the free and Starter
plans, the chatbot can only create tickets, qualify leads, and book meetings
without custom branching logic. Professional and Enterprise plans add custom
branching logic and advanced targeting. Still, even with all the features,
HubSpot’s chatbot is limited when compared to the advanced functionality you’ll
find in many other AI chatbots.

Features:

 * Lead qualification
 * Scheduling
 * Support ticket generation
 * No-code custom chatbots

Pricing:

 * Starter: $18 per month (includes 2 users)
 * Professional: $450 per month (includes 5 users)
 * Enterprise: $1,200 per month (includes 10 users)

Free trial: 14 days

Free plan: Available

Learn more about HubSpot for Zendesk.


21. ZOOM VIRTUAL AGENT





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Zoom Virtual Agent, formerly Solvvy, is an effortless next-gen chatbot and
automation platform that powers good customer experiences. With advanced AI and
NLP at its core, Zoom delivers intelligent self-service to resolve customer
issues quickly, accurately, and at scale.

Unlike traditional chatbots, Zoom provides personalized, on-brand customer
experiences across multiple channels. So wherever your customers encounter a
Zoom-powered chatbot—whether on Facebook Messenger, your website, or anywhere
else—the experience is consistent.

Zoom also provides great ROI with low maintenance costs, doesn’t require
engineers, and learns and improves over time from interactions with your
customers.

Features:

 * Intelligent natural language processing
 * Actionable analytics and reporting
 * Custom flows and messaging

Pricing:

 * Contact sales

Free trial: Not available

Learn more about Zoom for Zendesk.


22. BOOST.AI





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Boost.ai has built the world’s most user-friendly conversational AI platform to
let customer service teams automate support and has deployed more virtual agents
than any other company.

Boost.ai has worked with over 200 companies, including more than 100 public
organizations and numerous financial institutions such as banks, credit unions,
and insurance firms in Europe and North America. On top of its virtual agent
functionality for external customer service teams, Boost.ai also features
support bots for internal teams like IT and HR.

The software makes it simple to build, launch and maintain a virtual agent.
Drive down support costs and engage customers 24/7 with the user-friendly
conversational AI platform that allows you to deliver quality customer
experiences at scale and without limitations.

Features:

 * No-code builder
 * NLP and NLU
 * Conversation analytics

Pricing:

 * Contact for a quote

Free trial: Not available




FEATURES OF AI CHATBOT SOFTWARE

At the end of the day, AI chatbots are conversational tools built to make
agents’ lives easier and ensure your customers receive the high-quality support
they deserve and expect. As you search for AI chatbot software that serves your
business’s purposes, consider purchasing bots with the following features.


1. BOT-BUILDER TOOL

Build better bots to impress customers from the very start—no code needed
(unless that’s your preference). While a no-code bot builder is a convenient
tool, many solutions require the expertise of a developer, so it’s up to you to
take stock of your needs and resources before settling on a bot. You can use AI
chatbots to:

 * Function as the first point of contact for inbound support tickets
 * Deflect support tickets that don’t require specialized knowledge
 * Streamline internal workflows
 * Triage support requests
 * Reply to customers quickly with pre-made responses
 * Send automated article suggestions
 * Discern customer intent

You can also train your AI to articulately answer common questions and analyze
conversation metrics.


2. OMNICHANNEL DEPLOYMENT

Deliver exceptional customer support and boost sales across channels by
deploying an omnichannel chatbot.

When you deploy an AI chatbot across multiple communication channels—such as
SMS, your website, and social media—it can open and escalate tickets and even
route them to the appropriate agent if it can’t resolve an issue on its own.

The primary benefit of bots that support omnichannel deployment is that they
know your customers and can help provide a consistent experience on all
channels. Many chatbots can gather customer context by carrying out a
conversation with them or accessing your business’s internal data to streamline
service.

An omnichannel chatbot also creates a unified customer view, allowing for
cross-functional collaboration among different departments within your
organization. Your chatbot can collect information from customers and document
it in a centralized location so all teams can access it and provide faster
service.


3. INTEGRATIONS WITH THIRD-PARTY SYSTEMS

You can use an AI chatbot for live chat on your website or connect it with
third-party systems so the bot can pull data into a conversation.

So when a customer starts a conversation with your bot, it can guide them to the
most relevant answer based on their query. By using integrations, your bot can
access information like:

 * Order details and tracking
 * Payment history
 * User IDs
 * Support ticket updates
 * Locational data

Additionally, some generative AI capabilities can work together to build more
intelligent customer experiences. OpenAI, the private research laboratory that
developed ChatGPT, integrates with Zendesk, adding to the power of Zendesk’s
proprietary foundational models with OpenAl’s capabilities.


4. INTELLIGENT ROUTING

When a customer submits a support request, AI chatbots can open a ticket, tag it
to enhance routing rules, and forward it to the best agent for the job—this is
called omnichannel routing. Rather than just sending support requests to the
first available agent, Zendesk bots can route tickets based on:

 * Agent skills
 * Activity status
 * Capacity
 * Conversation priority




BENEFITS OF USING CHATBOT SOFTWARE

The benefits of AI chatbots go beyond increasing efficiency and cutting
costs—those are table stakes. Bots are most powerful when humans can work with
them to solve key business challenges.


1. PROVIDE CONVENIENT 1:1 SERVICE, 24/7

Chatbot technology allows businesses to be constantly connected and to satisfy
customers’ desire for instant support.

Customers today expect help as soon as they need it on channels that are
convenient for them. When deploying an AI chatbot across your customers’
preferred channels, ensure your customers have access to streamlined support
during implementation and whenever agents aren’t online.


2. INCREASE CUSTOMER SATISFACTION

AI chatbots can help you serve customers where they are—and they’re on messaging
channels. In fact, messaging apps have the highest customer satisfaction score
of any support channel, with a CSAT of 98 percent. Customers want to interact
with brands on the same digital channels they’re already using in their personal
lives.

Business messaging apps lend themselves to more convenient and rich
conversational experiences—and they can be substantially cheaper than a voice
interaction. They can also be more convenient for support teams, as web and
mobile app messaging allows customer service agents to reply to customers
remotely at any time. Some of these apps include:

 * Facebook Messenger for business
 * WhatsApp for Business
 * Twitter for Business
 * Apple Business Chat (which integrates with iMessage)
 * Web and mobile app messaging

Generative AI tools, including the technology that powers ChatGPT, can also
improve customer satisfaction by helping agents provide faster support. Agents
can create a robust ticket response with one click based on just a few words
typed with the OpenAI and Zendesk integration.


3. SCALE WHILE CUTTING COSTS

The Zendesk Customer Experience Trends Report found that many customer service
leaders expect customer requests to grow, yet not all businesses are ready to
add more team members to the payroll.

This gap represents a sweet spot where a chatbot can help.

Rather than hiring more talent, support managers can leverage bots to increase
productivity. Chatbots can act as extra support reps, triaging simple questions
and repetitive requests.


4. INCREASE YOUR TEAM’S IMPACT AND OUTPUT

Boost agent productivity by taking mundane inquiries off their plates and
freeing them up for complex questions. Chatbot software also lets you gather
customer information upfront and immediately connect customers to the right
agent for their issue.

The time that automation gives back to agents is invaluable. It was key for
razor blade subscription service Dollar Shave Club, which used Zendesk bots to
manage subscription updates. Subscription-related tasks originally accounted for
20 percent of Dollar Shave Club’s support requests, and with AI, the company was
able to save time and provide a better customer experience.

“We wanted to deflect these kinds of tickets and have more meaningful,
consultative conversations with our members, and [Zendesk bots have] been the
answer,” says Trent Hoerman, Senior Program Manager at Dollar Shave Club.


5. UNLOCK MORE OPPORTUNITIES FOR CONVERSION

Online chatbots can boost conversions with smarter self-service. A chatbot can
enable customers to use a help center and find knowledge base articles tailored
to their needs.

A bot can also:

 * Provide customers with information about new products and company
   initiatives.
 * Automate cross-sell and upsell activities.
 * Assist customers with simple problems and questions.
 * Send customers proactive messages to maintain loyalty and drive revenue.
 * Share coupons and special discount codes with customers based on their
   preferences and shopping history.




WHAT ARE SOME USE CASES FOR CHATBOTS?

It’s true that AI applications like ChatGPT and Google Bard promise to change
the way we work, but for as many jobs whose functions can be automated, real
humans will still play an integral part – especially in customer service roles,
where real expertise and empathy cannot be replaced by AI.

Here are some simple yet effective use cases for chatbots.


CHATBOTS CAN ANSWER FAQS

A bot is especially useful for automating basic, repetitive questions—the kinds
of questions your team has grown to expect and can resolve in one touch.

Customers prefer to use chatbots for simple issues, giving agents their time
back to focus on high-stakes tasks and offering more meaningful support.

Because bots aren’t meant to handle every issue, they work alongside your
agents—routing customers and providing context—to arm them with all the
information they need to jump in and resolve issues faster.


CHATBOTS CAN BOLSTER SELF-SERVICE

Most customers check online resources first if they run into trouble and want to
solve their own problems. AI chatbots can highlight your self-service options by
recommending help center pages to customers in the chat interface.

Rather than sifting through a huge catalog of support articles, customers can
ask chatbots a question, and the AI will scan your knowledge base for keywords
related to their query. Once the chatbot finds the most relevant resource, it
will direct your customer to it.

Over time, as your chatbot has more interactions and receives more feedback, it
becomes better at serving your customers. As a result, your live agents have
more time to deal with complex customer queries, even during peak times.

Upwork, a popular freelancer marketplace, can attest to this. Brent Pliskow, the
VP of customer support at Upwork, says: “Integrating Forethought with Zendesk
has resolved 58 percent of our chat interactions, leaving only 42 percent to be
handled by our support team.”


CHATBOTS CAN HELP PROVIDE GLOBAL SUPPORT

You can also integrate bots into global support efforts and ease the need for
international hiring and training. They’re a cost-effective way to deliver
instant support in every time zone.

AI chatbots can provide customers with answers in every language, too. A chatbot
can ask your customers what language they prefer at the start of a conversation
or determine what language a customer speaks by their input phrases.

This is especially beneficial for global brands like Fútbol Emotion, a specialty
sporting goods retailer operating out of Spain and Portugal. Using Zendesk Suite
and Sunshine Conversations, the company provides outstanding conversational
support at scale. Fútbol Emotion also introduced a multilingual experience to
serve a larger audience, which was essential as it expanded to serve Africa,
Greater Europe, and the Middle East.

“The combination of synchronous and asynchronous channels in Zendesk allowed us
to reduce the agent learning curve because we divided the complexity of work by
channels and languages,” explains Daniel Hsu, the ecommerce manager at Fútbol
Emotion.


CHATBOTS CAN HELP WITH TICKET SPIKES AND FLUCTUATIONS

Since chatbots never sleep, they can support your customers when your agents are
off the clock—over the weekend, late at night, or on the holidays. And as
customers’ ecommerce habits fluctuate heavily due to seasonal trends, chatbots
can mitigate the need for companies to bring on seasonal workers to deal with
high ticket volumes.

For instance, a chatbot can help customers on Black Friday or other high-traffic
holidays. It could also take some pressure off your support team after product
updates or launches and during events.

Consider Spartan Race, an extreme wellness platform that deployed a Zendesk
chatbot to help its small team of agents tackle spikes in customer requests
during races. Spartan Race has seen a 9.5 percent decrease in chat volume,
extending its team’s live chat availability by three hours every day.


CHATBOTS FOR SALES

Beyond customer service use cases, you can use chatbots for prospecting.

A chatbot can help with lead generation by capturing leads across multiple
channels. It can also pass a prospective customer to the next step in the sales
process, whether via a human sales agent or an email and phone number capture.

For example, a bot can welcome website visitors and ask them if they want to
contact sales. Prospects can leave their contact information and a note about
their needs, and the bot can pass on the details to the right team.

A chatbot can ask qualifying questions such as:

 * How large is your company?
 * What is your job title?
 * What features do you need?
 * What problem are you experiencing?

You can integrate a bot into your sales CRM the same way you integrate it into
your customer service software. This ensures seamless handoffs between bots and
sales representatives, equipping sales teams with context and conversation
history.


CHATBOTS FOR MARKETING

Similar to sales chatbots, chatbots for marketing can scale your customer
acquisition efforts by collecting key information and insights from potential
customers. They can also be strategically placed on website pages to increase
conversion rates.

Marketing teams can use chatbots as a tool for customer engagement, too. The
mattress brand Casper, for instance, created a chatbot for people who have
trouble sleeping and want a late-night friend to talk to. The bot’s single
purpose is to bring people closer to the Casper brand. And since AI-powered
chatbots can learn your brand voice, they can converse with customers in a way
that feels familiar.


CHATBOTS FOR ABANDONED CARTS

Shopping cart abandonment happens when online shoppers add items to their carts
but leave before buying. The worldwide shopping cart abandonment rate is nearly
70 percent, and this number has only been increasing over the years. Customers
abandon their carts due to unexpected shipping costs, a complicated checkout
process, or a lack of trust.

Chatbots can be a great way to answer any questions a customer might have to
give them the confidence to purchase or upgrade their account. Even if a
customer isn’t ready to connect, providing a quick and convenient option to get
in touch builds trust.

An abandoned cart chatbot can also offer customers a discount to provide an
incentive to purchase. The chatbot just needs access to customer context that
tells it when a customer has an item in their cart, so it knows when to offer
that discount.

AI takes the abandoned cart workflow further with intelligent, personalized
recommendations. So instead of simply trying to save a sale, an AI chatbot can
also help increase the total value of a customer’s cart.


CHATBOTS FOR INTERNAL SUPPORT

Businesses can even use chatbots to support employees. A chatbot is a handy
addition to any internal support strategy, especially when paired with
self-service.

Many IT teams use a knowledge base to mitigate repetitive questions and empower
employees to self-serve. A chatbot can help scale your internal self-service
efforts by directing employees to help center articles, which can be
particularly helpful during employee onboarding or company-wide changes.

IT or other internal teams might also use a bot to answer FAQs over convenient
channels such as Slack or email. Similar to chatbots for external support,
internal support chatbots ensure employees get fast help around the clock,
making them useful for global companies and remote teams with employees in
different time zones.




WHAT ARE SOME AI CHATBOT TRENDS?

If your organization hasn’t started using AI bots to assist your customer
service team and streamline support, start considering it. Since the emergence
of ChatGPT, chatbot technology has continued to progress, and customers
increasingly expect quick and convenient resolutions. It’s safe to say that AI
is here to stay.

Not sold yet? Here are some AI stats, trends, and predictions that may change
your mind.

 * The strides ChatGPT made in 2022 with creating humanistic text ushered in
   other major AI advancements like Microsoft’s Bing AI, which utilizes the
   powerful tech. (CNBC)
 * Google is testing “Apprentice Bard”—a new AI chatbot that went into
   development in response to the sweeping success of ChatGPT last year. (CNBC)
 * 65% of business leaders believe bots are becoming more human-like. (Zendesk)
 * 67% of customers believe that bots provide mostly correct information.
   (Zendesk)
 * An AI bot can carry out and close a customer conversation in six messages or
   less. (Tido)
 * The chatbot market is expected to be worth $5.9 billion by 2032. (Precedence
   research)
 * 77% of customers report that AI bots are useful for resolving simple
   problems. (Zendesk)
 * 62% of customers would rather use a service bot for faster support than wait
   for a customer service representative. (Tidio)




WHICH AI CHATBOT IS RIGHT FOR YOU?

The right chatbot software for your business depends on a few different factors.
Primarily, your current support needs and available resources.

If you need a bot that works for your business and the customers you serve,
ensure your customer service solution offers user-friendly customization
capabilities, whether they’re built-in, third-party integrations, or
custom-coded.

Try answering the following questions to find a chatbot solution that makes
sense for your support team’s operational needs.


WHAT PROBLEM ARE YOU LOOKING TO SOLVE—AND WHAT RESOURCES DO YOU NEED TO SOLVE
IT?

Before using a bot, identify pain points within your organization and take stock
of the resources you already have to solve them. Here are some things to pay
attention to:

 * The number of support requests you receive daily
 * Recurring questions and repetitive tasks
 * Employee efficiency and downtime
 * Current bot capabilities
 * Wait times for agents with special skills
 * Reasons behind long wait times

From there, you can determine what resource gaps you’re dealing with and select
a chatbot with the functionalities to fill them.


IS YOUR CHATBOT FLEXIBLE ENOUGH TO WORK ACROSS DIFFERENT CHANNELS?

Customers expect to receive support over their preferred channels—whether
they’re interacting with a human or a bot. They also expect options.

As such, it’s important for your chatbot to work across a range of channels,
making omnichannel deployment for AI chatbots a must-have.

Ideally, your bot should be able to communicate on all the digital channels your
customers use, including:

 * Websites
 * Mobile apps
 * SMS
 * Slack
 * WhatsApp
 * Facebook
 * Instagram
 * Twitter


WHAT LEVEL OF CONTEXT WILL YOUR CHATBOT NEED?

If your support center is relatively small or doesn’t handle high volumes of
support requests, your bot won’t need as much data to provide solutions.

However, contact centers and robust customer service departments should select
chatbots with machine learning that can learn and improve over time. Keep in
mind that you will need to continue training your chatbot to make sure its
outputs are accurate.

“While AI technologies grow ever ‘smarter’ at understanding customer inputs,
what you tell your bot to output is just like any other content your business
manages—it must be monitored, kept up to date, and audited frequently for
performance and relevance,” says Madison Hoffman, director of self-service and
automation at Zendesk.

A key component of any artificial intelligence solution is data—the more data
you have, the faster your AI chatbot can learn and improve. In short, more
context leads to better chatbots and more personalized conversations.


HOW WILL YOU MANAGE CONVERSATIONS BETWEEN CHATBOTS AND AGENTS?

If you’re already thinking about ways to improve the flow of contextual
information between sales and support representatives, an AI bot can be the
perfect way to ensure accurate customer data collection and logging.

Businesses need tools to deploy chatbot conversations on the front end and
manage them on the back end. This helps agents understand the intent behind
every conversation and streamlines handoffs between agents and chatbots.


DO YOU ALREADY HAVE RESOURCES THAT YOUR AI BOT CAN RECOMMEND TO CUSTOMERS OR USE
TO LEARN?

If you have a knowledge base, a good place to start is with a bot that suggests
articles from your existing help center content and captures basic customer
context for the fastest time to value.

If you want a little more control, look for a bot builder with a visual
interface. This allows you to design customized bot conversations without
writing any code.

A bot is nothing without its knowledge base. If you were to try implementing a
bot into your workflow without it, you would risk giving users incorrect
information.

Meanwhile, systems that can’t pull information from the internet wouldn’t have
any data to pull from to make decisions or have conversations.




FREQUENTLY ASKED QUESTIONS ABOUT CHATBOTS


WHY ADD AN AI CHATBOT TO YOUR WEBSITE?



When businesses add an AI chatbot to their support offerings, they can serve
more customers, improve first-response time, and increase agent efficiency.

Chatbots help mitigate the high volume of questions you receive via email,
messaging apps, and other channels by empowering customers to find answers
independently and guiding them to quick solutions.

When chatbots take simple, repetitive questions off a support team’s plate, they
give agents time back to provide more meaningful support—nothing kills team
productivity like forcing employees to do work that you can automate.


HOW CAN A CHATBOT HELP YOUR BUSINESS?



An AI chatbot can help your business scale customer support, improve customer
engagement, and provide a better customer experience. Here are a few things your
business can accomplish with the help of a bot.

 * Help more customers in less time and boost customer satisfaction.
   
   Many companies have a small set of simple questions that represent a large
   portion of the requests they receive, making operational costs needlessly
   skyrocket. These frequently asked questions usually offer few opportunities
   for conversions and are easy to solve without human intervention, so they’re
   perfect for a bot to handle.
   
   By taking over these basic, repetitive inquiries, chatbots enable support
   teams to help more customers in less time and give agents more time to focus
   on higher-stake issues. Customers benefit from reduced wait times, which
   increases satisfaction.

   

 * Offer help as soon as customers need it and anticipate their needs.
   
   Providing always-on support is no longer a standout feature; it’s something
   customers have come to expect. In fact, 40 percent of consumers expect
   businesses to respond within an hour, according to a study by McKinsey. And
   as customer expectations continue to rise, this figure is only expected to
   increase.
   
   With the machine learning that powers many chatbots, AI can help you
   anticipate customer needs and surface personalized answers to their questions
   before they even have to ask.
   
   A statistic from Gartner shows that proactive customer service results in a
   full percentage point increase in the Net Promoter Score, customer
   satisfaction score, customer effort score, and value enhancement score.

   

 * Improve the bottom line.
   
   Gartner predicts that by 2026, conversational AI will help contact centers
   lower labor costs by $80 billion. This can mean the difference between a
   business turning a profit and having to explain to stakeholders why the
   company fell short.
   
   What’s more, resolving support issues via social media can be cheaper than a
   voice interaction. That’s because messaging and chat channels allow agents to
   help more customers simultaneously, increasing their overall throughput.
   Also, AI chatbots can automate and resolve many of the more routine and
   repetitive questions.


WHAT TECHNOLOGY IS USED IN AN AI CHATBOT?



Two core technologies underlying AI chatbots are natural language processing and
machine learning.

According to Hoffman, “Many conversational AI tools could be described as an
intelligent search engine. Tools with strong NLP or NLU will be able to intake a
user’s question and align them with a self-service resource much more accurately
than legacy keyword-based search algorithms.”

To break it down, NLP allows chatbots to understand the content of a message and
its context. AI chatbots can then use this information to perform tasks.

Machine learning algorithms, on the other hand, use sample data to build
predictive models or take action based on statistical analysis. As mentioned, AI
chatbots get better over time because they use machine learning on chat data to
make decisions and predictions that get increasingly accurate as they get more
“practice.”


HOW DO YOU INSTALL AN AI CHATBOT?



AI chatbot installation depends on the software you’re using and your technical
proficiency.

For non-technical users, many solutions offer visual chatbot builders, which you
can configure with different rules, triggers, and automations. Once you’ve
configured the conversation flow for your purpose, you’ll need to embed the code
for your chatbot wherever you’d like it to appear.

Of course, that’s just a basic AI chatbot install. You can also integrate your
chatbot with a help center so the bot can automatically answer frequently asked
questions and provide resources.




TRY OUR AI CHATBOT FOR FREE

Zendesk makes it easy to enhance your customer support experience, track and
manage conversations, and integrate your bot with third parties. Zendesk bots
can leverage your existing help center resources to guide customers to an
instant resolution via self-service. They can also collect customer context for
support agents. And if you want more control, our click-to-build flow creator
enables you to create rich, customized bot conversations without writing code.
Our recent addition of OpenAl also provides businesses with a unique solution to
enhance their customer experience and scale to levels that were previously
unattainable.

Free trial


WE HAVE MORE TO SAY ABOUT THIS.

There are many ways to provide great support with the best chatbot. Learn more!

Live chat softwareArtificial intelligenceWhatsApp for BusinessConversational
experiencesTwitter for BusinessFacebook Messenger for BusinessFacebook messaging
appsApple Business ChatShopify live chatWordPress live chat plugins


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