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Why AI-Powered Customer Support Is Necessary in 2024

Published in Apr 08, 2024

10 min read

AI Powered Customer Support
Artificial Intelligence (AI)

Customer support has changed over time. It started with in-person help and moved to phone calls, and now shifting to emails and chats. It's evident how it makes businesses' day-to-day operations more accessible and faster.

As AI becomes a part of customer support, chatbots can now talk, understand, and help users with their concerns. The best part is that they learn from talking to people, so they get better and smarter over time. While AI handles the simpler tasks, the human support team handles the more complicated concerns.

Of course, using AI in customer support has its challenges. These include keeping private information safe and ensuring that talking to AI feels friendly and helpful. Despite these hurdles, AI's impact on customer support cannot be ignored.

In this article, we'll examine how AI-powered customer support can simplify the routine in every business.

Traditional Customer Support Channels and Their Challenges

For a long time, if people needed help, they would pick up the phone, send an email, or talk to someone in person. These methods were easy but had their share of problems:

  • It takes a lot of work to help many people simultaneously, which leads to long waits.
  • People need help at all hours, but offering 24/7 support through these channels is only sometimes feasible.
  • Giving everyone a personal touch is tough, especially when things get busy.
  • Using customer data to improve service can be tricky with these older methods.

Nowadays, there's a shift towards using digital tools like live chats, social media, and AI chatbots. This change provides quick and easy support and fits what customers want today.

How Customer Service Teams Use AI Tools

Customer support is getting a major upgrade thanks to Artificial Intelligence (AI). It makes user interactions with businesses smoother and more personal. Here's a simple look at how it works:

AI-Powered Chatbots

AI-powered chatbots act as round-the-clock support agents. They quickly understand and answer customer questions and get better over time as they learn from each chat.

Chatbots are a common sight on many websites and customer service portals. Adding AI self-service tools, like chatbots, can speed up customer help. For example, some restaurants now use them to handle reservations or takeout orders. Booking a table or ordering a pizza with just a few clicks is more convenient.

Even writing gets a boost from AI, with tools that can help draft clearer emails or messages. These AI assistants can suggest better ways to phrase something or check for spelling and grammar mistakes. This promotes better communication with customers while still being consistent and professional.

Understanding Customer Queries

Natural Language Processing (NLP) technology enables AI to comprehend human language. This means customers can express their concerns in their own words and still be understood by AI systems.

NLP allows for a more natural and intuitive communication experience. It bridges the gap between human and machine interaction.

Machine Learning for Personalized Support

AI doesn't just offer generic responses; it personalizes support based on previous interactions. It learns from past chats to predict what you need and suggest solutions.

This way, users get the kind of tailored customer service experience they expect from a person, but it's faster and can handle more people at once.

Automation and Ticket Routing

AI is great at handling day-to-day tasks, such as answering frequently asked questions or collecting customer info. This speeds up the whole support process and lets a customer service professional focus on the tougher issues.

AI's ability to direct queries to the appropriate customer service team ensures that customers receive the most accurate and timely assistance possible.

Benefits of AI-Powered Customer Support

Incorporating Artificial Intelligence (AI) into customer support can significantly improve how businesses provide service, offering improvements in efficiency, accessibility, and overall customer interaction:

Constant Support

AI makes customer support available 24/7, allowing immediate responses to inquiries at any hour. This ensures customers have access to help exactly when needed, removing the constraint of business hours.

Handling High Demand

During high demand, AI in customer service support can manage numerous requests simultaneously. This maintains effective service levels without needing proportional increases in support staff. The ability to scale makes it a valuable asset in managing fluctuating volumes of customer inquiries.

Boosting Satisfaction

The promptness and efficiency of AI-driven support can lead to higher customer satisfaction. Personalized interactions, tailored by AI, contribute to a more positive and engaging customer experience.

Tailored Assistance

AI's capability to analyze historical data enables it to offer support customized to individual preferences and needs. It can also anticipate potential questions or issues to improve customer service.

Reducing Costs

AI takes over routine customer service tasks, reducing the need for large customer support teams and cutting costs. It quickly handles issues and makes support more efficient and cost-effective.

Top 5 AI Tools for Customer Support

These are the top 5 AI tools available:

1. is the best choice for businesses looking to integrate AI-powered customer support into their operations. It enhances search functionality using AI and captures not just the words but also the intent behind them.

This AI customer support software focuses on natural conversations for better customer engagement. It's great for businesses wanting to boost satisfaction, increase sales, and keep customers involved, all in one place.


  • Understands reasons behind searches for better results
  • Employs semantic search for context understanding
  • Improves and personalizes results with each interaction
  • Supports websites, documents, and interactive AI chats
  • Provide a query log to understand customers expectations.

2. Churn360

Churn360 is an AI-driven customer success platform designed for B2B SaaS companies. This customer service AI is ideal for businesses looking to minimize losses and boost customer satisfaction.


  • Identifies at-risk customers early
  • Provides 360° view of customers' behavioral insights
  • Automates engagement efforts
  • Tailor strategies to customer segments


  • Can be complex to integrate
  • Depends on the quality of the data
  • Potentially high costs

3. Freshdesk

Freshdesk is a customer service software enhanced by Freddy, a support bot that helps via chat and email.


  • Instant responses from AI bot Freddy
  • Customizable services using Freddy Copilot
  • Execute tasks directly in the chat
  • Insightful analytics on performance using Freddy Insights


  • The steep learning curve for new users
  • Higher costs for advanced features
  • Less human interaction

4. Tidio

Tidio AI incorporates automation tools into Tidio's customer service suite. It's tailored for small and medium-sized businesses and offers many features.


  • AI Phrase Matcher feature uses natural language processing (NLP)
  • Uses AI to classify inquiries instantly
  • Provides a Reply Assistant tool for consistent responses.


  • Pricing might be high for small businesses.
  • Only offers text-based chat

5. Zoho Desk

Zoho Desk features Zia, an AI assistant that simplifies customer service by providing insights, automating tasks, and improving customer interactions.


  • Browser-based
  • Cross-platform support and functionality
  • Scheduled reports for specific customers


  • Some users find its icons need to be recognized on smaller-size monitors
  • Requires much customization to get started

Considerations of AI in Customer Service

Here are the main things you should consider if you’re thinking about integrating AI-powered customer support into your website.

Maintaining Human Touch

Unlike talking to a robot, you want your automated support to feel warm and personal. AI can answer simple questions, but a real person steps in when things get complicated or a customer is upset.

However, you can make AI smart enough to recognize when a customer is getting frustrated and smoothly pass them off to a human who can handle it with the right touch.

Data Privacy and Security Concerns

With AI having access to customer data, ensuring privacy and security should be a priority.

Encrypt data to keep it secure, adhere strictly to privacy laws, and always be clear with your customers about how their information is used. Conduct regular security checks on your AI systems to find and fix any weaknesses.

Continuous Monitoring and Updates

AI needs to keep learning and improving.

Regularly review AI's performance and gather feedback to fine-tune its responses. Keeping AI updated with the latest information and technology helps it stay effective and relevant.

Output Better Customer Support Interactions with

Are you looking to transform your customer support interactions? offers AI-powered search, delivering instant and accurate answers on your site or app.


Keep slow and unreliable search results from holding your customer service back. Upgrade to for a seamless, efficient support experience that keeps your customers satisfied and engaged. Request a product demo, or sign up for a free trial today!

FAQs About AI Powered Customer Support

How do companies measure the success of their AI-powered customer support?

Success metrics often include response time, resolution rate, customer satisfaction scores, and the volume of queries handled by AI versus human agents. These metrics help companies assess performance and identify areas for improvement.

Can small businesses benefit from AI customer service?

Yes, small businesses can definitely benefit from AI-powered customer support. AI solutions can grow with your business. Over time, it can offer great service without needing a lot of resources.

Will AI-powered customer support eventually replace human agents?

AI is designed to augment human agents by handling routine tasks and offering support, allowing humans to focus on more complex and nuanced customer needs. However, it's unlikely to replace human agents entirely due to humans' irreplaceable empathetic and creative capabilities.

How Query Logs Help Understand Users

Query logs provide insights that allow companies to identify their customers expectations from their services or products. It's a direct way to align what businesses offer with what users are interested in.

Improving search functions with this data is insightful. Businesses can adjust their search features to show the most relevant results faster by knowing what users commonly ask or look for. This allows consumers to easily discover what they need.

Essentially, query logs do more than just track searches; they guarantee that a company's search options operate properly for its consumers.

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