Chatbots have become a must-have for businesses that offer real-time help to customers and ease the load on support teams.
They’re great for answering common questions. But, at some point, we’ve all encountered moments when a chatbot hits a wall with more complex queries.
However, AI and natural language understanding have changed how businesses interact with customers, especially in the customer service industry.
They can now handle vague or unclear customer questions and provide accurate, helpful responses.
AI-powered chatbots can also automate more tasks without needing to expand their support teams. This can result in faster resolutions, less pressure on staff, and a much-improved customer experience.
In this article, we will explore everything you need to know about AI chatbots and how they can improve your customer service processes.
AI Customer Service Chatbot: What Is It?
An AI customer service chatbot uses artificial intelligence to interact with users. Unlike basic chatbots, which rely on pre-programmed scripts, AI-powered chatbots can understand and respond to user inputs in real time.
They can learn from past conversations and improve their responses over time.
The main technologies behind these chatbots include Natural Language Processing (NLP) and Machine Learning (ML).
NLP allows the chatbot to understand the context of a user’s question, while ML enables it to learn from past interactions and improve its future responses.
This combination makes AI chatbots more flexible and capable of handling a broader range of customer queries than traditional systems.
Some businesses use chatbots to handle common tasks like answering frequently asked questions (FAQs), while others rely on them for more complex issues such as troubleshooting or processing refunds.
How Does an AI Customer Service Chatbot Work?
An AI customer service chatbot starts by interpreting the user's message using NLP. This process breaks down the message into smaller parts, understanding the intention behind the words.
Once the chatbot understands the question, it pulls from its knowledge database to provide the best response.
This might involve giving direct answers, suggesting a course of action, or offering links to helpful resources. As the chatbot learns from each conversation, its responses become more refined.
Chatbots that use machine learning can improve with every interaction. If a chatbot frequently encounters the same customer question but doesn’t know the answer, it will flag this pattern for further review.
The system may update its database or adjust its responses based on feedback from human customer service agents or additional training data.
These chatbots are also capable of learning customer preferences. For example, if a user often asks for updates on a specific product, the chatbot may prioritize those kinds of updates in future conversations.
Benefits of AI Customer Service Chatbots for Businesses
AI customer service chatbots offer numerous benefits that are both operational and customer-focused. Their key advantages include the following:
- Handling customer inquiries at any time of the day
- Reducing the need for a large team by automating simple tasks
- Handling an unlimited number of conversations simultaneously
- Providing faster responses than human agents
- Gathering valuable data about customer behavior and preferences
These advantages make AI customer service chatbots invaluable for businesses of all sizes and industries.
But this raises an important question: Are chatbots better than human agents? Will they eventually replace human customer support?
AI Customer Service Chatbots vs. Traditional Customer Support
AI chatbots and human customer support both have their own strengths.
Chatbots are fast and efficient and can handle many customers at once. Human agents, on the other hand, bring empathy, problem-solving skills, and personalized attention.
While human customer support is traditionally known for offering customized services, AI chatbots are improving.
Many platforms, like Denser.ai, are now using conversational AI to help chatbots engage in more natural, human-like conversations.
With the help of conversational AI, chatbots can deliver more natural, human-like interactions. They use customer data and history to offer tailored responses and make the chat experience feel less robotic.
For example, a chatbot may suggest products based on a customer’s previous purchases or provide updates on their orders. This improved conversational ability keeps customers engaged and reduces their need to ask for a human agent.
Chatbots can also handle more customer requests as your business grows without extra costs. On the other hand, human agents may require hiring and training, which makes scaling more expensive and time-consuming.
While AI chatbots handle simple questions well, they often struggle with more complex or unusual issues.
In these cases, the chatbot must escalate the query to a human agent who can better understand and resolve the situation.
However, with the growing use of conversational AI, chatbots are better equipped to handle more detailed conversations before needing to escalate.
Top Features of AI-Powered Customer Service Chatbots
AI customer service chatbots are equipped with various features that allow them to handle customer inquiries and enhance customer satisfaction.
NLP and Contextual Understanding
AI-powered chatbots can understand the context behind a customer’s question. It allows the chatbot to provide more accurate responses that reduces the user's frustration.
For example, if a customer asks, “Can you help me with my order?” the chatbot can respond based on its knowledge of the user’s previous interactions or queries related to order management.
NLP helps bridge the gap between human communication and machine understanding.
Personalized Responses
AI chatbots offer personalized responses based on customer history and preferences.
They can analyze past conversations or integrate with Customer Relationship Management (CRM) systems to tailor responses to individual users' needs.
For instance, if a returning customer contacts the chatbot, it can provide personalized product recommendations based on their previous purchases or issues.
Personalization improves user experience, as customers feel that their needs are being addressed specifically rather than receiving generic responses.
Multi-Channel Support
Modern chatbots aren’t confined to a single platform. They can be integrated across multiple channels, including websites, social media platforms like Facebook Messenger, and mobile apps.
It allows businesses to offer seamless support across the channels their customers are most comfortable with.
Seamless Handoff to Human Agents
While AI chatbots are powerful, there are times when human intervention is necessary. A great feature of advanced chatbots is they can hand off conversations to human agents when needed.
When the chatbot encounters a query that can’t be resolved, it escalates the issue to a live agent to ensure it is addressed promptly.
This is also an important aspect of ensuring a hybrid customer service model, where both AI and human agents collaborate to provide optimal support.
5 Best AI Customer Service Chatbot
Now that you know what features to look for in an AI customer service chatbot it’s essential to choose the right platform—not just based on cost alone.
The good news is you don’t have to compromise. Many platforms offer top-tier AI capabilities with flexible pricing plans to fit your business needs.
Here are the five best chatbots for customer service that you must consider:
1. DenserBot by Denser.ai
DenserBot by Denser.ai is one of the best AI customer service chatbots, offering advanced AI features in a simple, easy-to-use platform.
Powered by large language models (LLMs), DenserBot offers simple one-click deployment and is easy to set up across industries, such as technical support, customer service, financial analysis, and legal assistance.
DenserBot stands out by providing real-time, intelligent responses and reducing labor costs by automating repetitive tasks.
It also helps businesses gain insights into customer behavior, supporting better marketing and product development.
Here’s how Denser differentiates itself from other AI chatbots:
Advanced Semantic AI for Natural Conversations
Denser.ai uses advanced semantic AI to understand the true meaning behind customer queries, not just keywords.
Unlike traditional chatbots with scripted replies, Denser.ai provides more natural, human-like conversations by interpreting context and intent.
Unmatched Customization
Unlike other platforms, Denser.ai gives you full control to customize your chatbot down to the smallest detail.
Its highly flexible chatbot builder allows you to design specific questions, responses, and workflows that align with your business needs.
Seamless Integration with E-commerce and CMS
Denser.ai is designed to integrate with popular e-commerce platforms like Shopify and content management systems like WordPress and Zapier.
This makes it the ideal solution for online businesses looking to simplify customer interactions.
User-Friendly with Advanced Capabilities
Denser.ai combines a clean, intuitive interface with the power of advanced AI. You don’t need an expert to set up an automated chatbot and manage this platform.
Even businesses with minimal technical knowledge can get their chatbot up and running in minutes.
Efficient Automation and Human-Agent Collaboration
A balance of automation and human collaboration helps you provide superior customer service, something many platforms struggle to achieve.
Denser.ai automates repetitive tasks so that human agents can focus on more complex issues that require a personal touch.
Its customer service chatbot works with your team and reduces the need for extensive manual oversight.
Denser Pricing
- Free: 1 DenserBot with 20 queries per month
Ideal for testing and getting started. - Starter: $19/month (2 DenserBots with 1,500 queries per month)
Great for personal use or small projects - Standard: $89/month (4 DenserBots with 7,500 queries per month)
Perfect for small customer service teams managing multiple tasks - Business: $399/month (8 DenserBots with 15,000 shared queries per month)
Best for businesses with larger customer service needs - Enterprise: They have custom pricing for advanced, enterprise-level solutions.
Sign up for a free trial or schedule a demo today.
2. Freddy AI by Freshworks
Freddy AI by Freshworks is a ready-to-use AI customer support tool that uses generative AI to provide personalized self-service across channels.
Image Source: Freshworks
With Freddy Self-Service, businesses can deploy chatbots to handle customer queries 24/7 to ensure quick and consistent issue resolution.
Freddy Copilot supports agents by summarizing issues, suggesting next steps, and managing repetitive tasks, all through simple prompts.
Additionally, Freddy AI provides proactive insights that help businesses anticipate problems and spot opportunities.
Pros
- Simple onboarding with web forms
- Easy-to-use interface and automated workflows
- User-friendly design
- Efficient ticketing system for tracking issues
Cons
- Limited report customization
- No 24/7 urgent support
- Complicated message copying to Slack
Freshchat Pricing
Image Source: Freshworks
- Free: Basic plan with live chat, email support, and a unified agent workspace
- Growth: Includes WhatsApp, Facebook Messenger, and real-time dashboards - $21/user per month
- Pro (Most Popular): Adds custom dashboards, advanced routing, and multiple SLA policies - $59/user per month
- Enterprise: Includes skills-based assignments, enhanced security, and advanced features - $95/user per month
3. Lyro by Tidio
Lyro by Tidio uses AI and natural language processing to have human-like customer conversations. It pulls answers from your website’s FAQ and asks follow-up questions to provide accurate responses.
If a question goes beyond the FAQ, Lyro smoothly hands it to a human agent for further help.
Image Source: Tidio
Pros
- Real-time traffic tracking for live chats
- Easy to close sales when customers are ready
- Fast notifications and smooth navigation
- Quick onboarding using website info
Cons
- Occasional URL issues
- Limited interactions after the trial
Lyro Pricing
- Free: Explore Lyro’s basic support features
$0/month - Lyro AI: Automate up to 70% of customer queries with AI
$39/month - Tidio+: Advanced features, more integrations, and premium support
From $749/month - Enterprise: Unlimited products, full integrations, and premium support for large-scale needs
$2,999/month
4. Fin AI by Intercom
Fin AI by Intercom handles complex customer queries, asks follow-up questions, and provides 24/7 support, reducing the need for human agents.
It integrates seamlessly with Intercom’s platform, including inbox, ticketing, and messenger.
Image Source: Intercom
With Fin Custom Answers, you can create personalized responses using rich media, external data (e.g., order history), and custom actions.
Pros
- Easy to use and customize
- Handles hundreds of chats daily
- Customizable responses and chat filters
- Strong tools for managing conversations
Cons
- Can't fix typos without admin approval
- Some menus are not intuitive
- Key actions can sometimes overlap
Fin AI Pricing
Fin AI Agent is priced at $0.99 per resolved customer query, where you only pay for successful resolutions. However, Fin AI is optional and included in all plans, but you are only billed if you use it.
You may also set usage reminders and hard limits to manage how many resolutions Fin provides.
5. Drift by Salesloft
Drift by Salesloft allows businesses to chat with website visitors in real-time, which eliminates the need for forms. Drift Bionic Chatbots provide personalized, instant AI responses, improving customer interactions.
Image Source: Salesloft
With their Custom Chatbots, you can engage and qualify visitors quickly. Drift Fastlane speeds up lead qualification by instantly engaging potential buyers from forms, helping to drive more sales.
Pros
- Allows prospects to book meetings anytime
- Tracks website visitors for targeted outreach
- Easy scheduling across time zones
- Notifies when targeted contacts visit
Cons
- iOS app can be slow when switching between messages and dashboards
- Auto-replies are flagged as intent signals
- Time zone issues when clients don't adjust meetings
Drift Pricing
- Advanced: Focused on converting deals and winning customers.
- Premier: Designed to generate predictable revenue consistently, quarter after quarter.
Both plans include Conversation Intelligence, Pipeline Generation, Full Customer Lifecycle Workflows, and more.
How to Choose the Right AI Customer Service Chatbot
The right AI customer service chatbot depends on your business's specific needs and goals. With a wide range of options available, it’s essential to carefully consider before deciding. Here’s how:
Step 1: Identify Key Features and Integration Needs
First, figure out what features your business needs. A chatbot with NLP capabilities like Denser.ai will be useful if you handle complex customer queries.
You should also consider whether your chatbot needs to work across different platforms, like your website, social media, or mobile apps. Ensure the chatbot integrates well with systems like your CRM or e-commerce platform to offer smooth, consistent service.
Step 2: Consider Budget and Scalability
Next, consider your budget and how much the chatbot can grow with your business. While chatbots may seem like an upfront investment, they can save money by automating repetitive tasks.
Platforms like Denser.ai can handle more customers as your business grows without additional costs and offers flexible pricing.
Step 3: Focus on Customization and Flexibility
Customization is important to make the chatbot fit your brand. Design the chatbot’s conversation flow to ensure it feels natural and personalized. Plan how it will greet customers, answer customer questions, and handle more complicated inquiries.
Denser.ai lets you customize the chatbot’s tone and responses to match your brand's style and voice.
Step 4: Build and Integrate the Chatbot
After choosing Denser.ai, integrating the chatbot into your website is simple. Denser.ai provides an embed code to add to your site’s HTML. You need to replace the placeholder chatbot ID with the one provided by Denser.ai.
Once this is done, the chatbot will start working on your site.
Follow this full integration guide.
Step 5: Test and Train the Chatbot
Before launching the chatbot, test it on different devices and browsers to ensure it looks and works as expected. You can simulate conversations to see how it responds and make any necessary adjustments.
Denser.ai allows you to easily train the chatbot, so it improves its responses over time. Once everything works correctly, you can launch the chatbot to start helping customers immediately.
Step 6: Launch and Monitor
Once the chatbot is live, it’s important to monitor its performance. Watch how customers interact with it and check for any issues.
Denser.ai provides tools to track the chatbot's performance, such as response times and customer satisfaction. Regular monitoring and updates will help the chatbot stay useful and responsive.
Need Smarter Customer Service? Power Your Business with Denser!
With Denser.ai, adding a real-time chatbot to your website requires no technical setup and extensive coding.
Powered by semantic AI, this intuitive chatbot delivers natural, engaging conversations that keep customers satisfied.
As Denser.ai interacts with your customers, it learns and offers more personalized and relevant responses over time.
Whether you're a small or large enterprise, this platform handles thousands of inquiries to free up your team and deliver 24/7 support.
Discover how Denser.ai can improve your customer service through intelligent, AI-powered solutions. Sign up for a free trial or schedule a demo today.
FAQs About AI Customer Service Chatbots
Can AI customer service chatbots help with lead generation for small businesses?
Yes, AI chatbots can be a powerful tool for lead generation, even for small businesses. Lead generation chatbots can engage visitors on your website, ask qualifying questions, and collect important contact information.
They can also schedule calls or meetings for sales teams to ensure that potential leads are captured and nurtured. This helps small businesses turn casual website visitors into potential customers without needing additional staff.
Can I customize the way AI chatbots interact with my customers?
Yes, AI chatbots are highly customizable, allowing you to adjust how they interact with your customers. You can set up chatbots to use a specific tone of voice, personalize responses based on customer data, and tailor conversation flows to meet your business goals.
Can AI chatbots be used for internal support within companies?
Yes, AI chatbots can be deployed for internal support within organizations. They can help employees by answering common HR-related questions, assisting with IT troubleshooting, or guiding them through internal processes, reducing the need for manual responses from support teams.