One of the biggest roles in the success of an enterprise is communication with customers and quickly resolving any problems. At this point, customer support departments solve customers' problems, provide them with information, and increase customer loyalty. Imagine that you are going to buy a product from any site, and there is a communication channel that answers all your questions about the product. In this case, you can trust the brand you will buy the product from and make your next purchases from that brand. In this context, customer support is the ideal channel to increase sales and boost customer loyalty. However, as the scale of your enterprise increases, customers' ticket and chat demands will also increase. Fortunately, you can automate this workload using AI's machine learning and large language models and provide concise and high-quality customer responses.

In this article, we will explore what AI customer support tools are and the best AI tools for customer support.

Ready? Let's begin!

TL; DR

  • AI customer support refers to the use of AI technologies to assist customers.  
  • AI customer support covers AI chatbots, data analysis, automation, and knowledge management.  
  • By integrating the unique features of AI into your customer support department, you can decrease response times, improve accuracy, generate valuable insights, and provide a personalized experience for each customer.  
  • If you are looking for an AI assistant to help with all customer support tasks from knowledge management to automation, TextCortex is the way to go.  
  • If you are looking for an AI customer support tool that focuses on email writing, Help Scout is a tool you should put on your radar.  
  • If you are looking for an AI tool that can integrate with other AI tools and offers features such as knowledge management, email generation, and data analysis, you should consider trying Zendesk.  

What is AI Customer Support?

AI customer support refers to the use of AI technologies such as large language models, machine learning, and deep learning to assist, enhance, or automate the process of assisting customers. AI customer support encompasses several different AI uses, such as:

  • AI Chatbots: A method that automatically answers customer inquiries and is the first point of contact for customers to resolve issues. Depending on the quality of the AI tool you use, AI chatbots can provide basic answers or understand complex customer questions. For example, AI chatbots like ZenoChat can work with internal data to understand complex queries from users and generate concise responses.
  • Predictive Analytics: Refers to AI algorithms that analyze customer data to generate essential insights such as future needs and FAQs.
  • Automation: Systems that automatically generate responses by categorizing customer inquiries such as urgency, nature, and product.
  • Knowledge Bases: A knowledge storage and management method used to create a dynamic database about customer behaviors and customer problems.
What is AI Customer Support?

The Benefits of AI Customer Support

Customer support departments are among the departments that will benefit the most from AI’s seamless features and capabilities. AI tools offer indispensable benefits for customer support teams, such as:

  • Decreased Response Times
  • Improved Accuracy
  • Actionable Insights
  • Personalized Customer Support Experience
  • Automation
  • 24/7 Availability

Best AI Tools for Customer Support

When it comes to choosing the right AI tool for your enterprise’s customer support department, there are many options in the market. However, not all AIs offer the same features and functionalities. Therefore, you need to choose the one that best suits your enterprise and offers all the features needed to support your customer support department. Let’s take a look at the best AI tools for customer support.

1. TextCortex: All-in-One AI Assistant

If you are looking for an AI co-pilot to support all departments of your organization including customer support, then TextCortex is designed for you. TextCortex offers multiple LLMs such as GPT-4o and Claude 3.5 Sonnet, web search, knowledge bases, powerful RAG (Retrieval-augmented generation), customizable personas and quick AI reply. The following features of TextCortex are ideal for streamlining your customer support department workflow:

Knowledge Bases

TextCortex offers customizable knowledge bases where you can upload your company’s internal data and docs to use them to generate outputs such as emails, customer data analysis, future needs docs, etc. Our knowledge bases come with folders where you can categorize and allocate specific tasks. You can create folders named customer chat logs or FAQs and use the data in these folders to generate insightful outputs or ready-to-go emails.

Knowledge Bases

Quick AI Reply

The most common need in customer support departments is to write clear and concise responses to incoming emails. TextCortex’s Quick AI Reply feature is a tool that works integrated with your knowledge bases and generates personalized response emails to incoming emails. Using this tool, you can quickly create responses to customer support emails and customize the output to send perfect responses.

Seamless Integrations

TextCortex offers its users AI tools that integrate with 30,000+ websites and apps, including software like Freshdesk and Helpdesk. So TextCortex can continue to help you and your customer support department anywhere, anytime. What’s more, you can use TextCortex Quick AI Reply feature’s integration with software like Zendesk, Freshdesk and Helpdesk to enable your employees to resolve tickets quickly. Even new employees who join your customer support department can resolve customer support tickets without being fully familiar with the policies, thanks to TextCortex and its advanced features.

2. Help Scout

If you want to boost your customer support department’s sync and collaboration work and aim to create a custom help center for your employees, then Help Scout is designed for you. Help Scout aims to provide its users with email management and customer support enhancement using AI. By integrating Help Scout into your enterprise’s customer support department, you can ensure that all your employees use synced email and provide them with faster access to the policies they need to apply for emails.

Help Scout

Another feature that Help Scout offers for customer support departments is its AI chatbot. Using Help Scout’s AI chatbot, you can give automated and pre-prepared responses to customer queries. However, Help Scout’s AI chatbot offers fewer customization options than chatbots equipped with today’s AI technology. Moreover, its AI chatbot is weaker than its competitors in analyzing complex queries and generating related output.

3. Zendesk AI

Zendesk is a platform that offers AI features designed specifically for customer support departments. The first of these features is The Answer Bot, which provides users with instant and accurate responses thanks to machine learning and natural language processing. The Answer Bot by Zendesk AI analyzes customer queries and generates responses using data in its knowledge storage.

Zendesk AI

With Zendesk AI, you can analyze customer interactions, identify trends, analyze common issues, and create guides like FAQs that will help customers reach results quickly. What’s more, in addition to all of its features, Zendesk AI can work integrated with other AI tools. For example, by using Zendesk and TextCortex integrated, you can skyrocket the efficiency of your customer support department and boost customer loyalty.

Frequently Asked Questions

What is the best AI tool for customer service?

TextCortex is the best AI tool for customer support, with its knowledge bases, web search, customizable personas, strong RAG, and multiple LLMs. With TextCortex, you can automate repetitive customer support tasks and generate useful insights by analyzing customer data. TextCortex offers unique features to help enterprises and organizations reduce the workload of their customer support departments and save time.

How is AI used in customer support?

One of the uses of AI for customer support is AI chatbots. AI chatbots can handle basic customer inquiries, provide instant responses, and assist customers with order tracking, product recommendations, and troubleshooting. AI chatbots like ZenoChat, which have customizable knowledge bases, can analyze your enterprise data to generate outputs that help customers. Thus, you can train ZenoChat with customer support data to provide a personalized and fast customer support experience. You can also use ZenoChat to automate repetitive tasks like answering emails or data analysis tasks like creating FAQs pages.

What are generative AI tools for customer support?

TextCortex is a generative AI platform designed to help enterprises and organizations automate customer service responses, email writing and writing assistance. Instead of auto-responding to customer inquiries from FAQ pages or similar documents, TextCortex reads user messages and analyzes all documents to generate personalized, context-sensitive, concise, and clear responses.

What are the best AI chatbots for customer service?

The best AI chatbots for customer support for your company or organization include:

  • ZenoChat
  • Help Scout
  • Zendesk AI
  • ChatGPT
  • Claude AI