The Best 6 Customer Service AI Tools to Use in 2025

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Consider walking into a store to find a product you want. You see an employee and walk over to ask about the product's features. Instead of answering your questions, this mysterious employee stares blankly and says nothing. You try to ask a different question again, but the response is the same. Unsatisfied with the interaction, you walk away. In this scenario, you probably wouldn't be surprised to learn that the "employee" you interacted with was a robot. After all, we've all heard of artificial intelligence by now. But what if you walked into that same store, and the employee greeted you warmly, introduced themselves, and quickly answered your questions? Then, as you continued to ask questions, their answers became even more specific and tailored to your needs.

There’s a good chance you would be much more satisfied with this interaction, regardless of whether you were talking to a human or a machine. This example illustrates a subtle yet crucial point about AI and customer service. Sure, customers want faster responses, and AI tools deliver that. But beyond speed, customers care about accuracy, personalization, and detail. The better the AI tools provide the correct answers to customer queries and personalize those responses to individual customers, the more satisfied customers will be with their interactions. That's why customer service AI tools are so necessary.

They help support agents provide better and faster answers to customer questions. As customer service AI tools become more sophisticated, they help improve the overall customer experience, especially when automating repetitive tasks and creating seamless transitions between AI and human-led support. This guide will illustrate the importance of customer service AI tools as part of help desk best practices and provide insight into the six best tools to use in 2025. For instance, Brandwise's social media engagement software helps businesses automate interactions to improve customer service efficiency and overall customer experience.

What is a Customer Service AI Tool, and Why is it Important?

A customer service AI tool is software powered by artificial intelligence designed to enhance, automate, and streamline customer support operations. These tools can perform tasks that typically require human agents, such as answering FAQs, routing support tickets, analyzing customer sentiment, and providing real-time responses. Using AI, businesses can efficiently handle high customer inquiries, provide consistent responses, and offer personalized support at scale.

These tools integrate with various communication channels, such as Live chat on websites, Social media platforms (e.g., Facebook, Instagram, Twitter), Emails, ticketing systems, and Phone support systems. The AI in these tools learns from customer interactions and continuously improves its ability to understand, predict, and respond to queries.

Why Should Companies Use AI for Customer Support?

Customer service has evolved significantly due to the increasing online interactions between businesses and their customers. With consumers expecting immediate and efficient service, companies must find scalable solutions to meet these demands. This is where AI tools come in, offering crucial benefits:

Enhanced Efficiency and Speed

AI tools can instantly handle routine and repetitive queries, such as questions about order status, return policies, or product details. This reduces response times and eliminates customer frustration caused by long wait times.

Example

If a customer asks about shipping times on social media, an AI chatbot like Brandwise can instantly respond accurately, ensuring the customer doesn’t have to wait for a human agent.

Scalability for Growing Businesses

As businesses expand, customer inquiries also grow. Hiring more agents to match this growth can be expensive and difficult to scale. AI tools allow companies to handle thousands of interactions simultaneously without increasing operational costs.

Example

An e-commerce company experiencing a surge in customer inquiries during the holiday season can rely on AI-powered chatbots to manage most queries without hiring temporary staff.

24/7 Support Availability

Unlike human agents who require shifts and breaks, AI tools can operate around the clock. This ensures that customers receive support whenever needed, regardless of time zones or business hours.

Benefit

This feature is particularly valuable for global businesses or companies that frequently serve customers late at night or on weekends.

Personalized Customer Interactions

AI tools can integrate with Customer Relationship Management (CRM) systems to access customer data, such as purchase history, preferences, and past interactions. This enables personalized responses tailored to individual customers.

Example

If a customer contacts a business about a delayed order, the AI can provide details specific to that customer’s order, offering a more personalized and satisfactory experience.

Cost Savings and Increased Productivity

Automating repetitive tasks allows human agents to focus on more complex issues, improving productivity. Additionally, reducing the need for a large support team lowers operational costs.

Example

A business using an AI tool to automate common inquiries can reassign agents to tasks that require empathy and human judgment, such as resolving disputes or providing technical support.

Consistent and Accurate Information

AI tools eliminate human errors caused by fatigue or misunderstandings. Customers consistently receive accurate information, ensuring they have a positive and reliable experience with the brand.

Data-Driven Insights and Performance Tracking

AI tools collect and analyze data from customer interactions, providing businesses with valuable insights into common issues, recurring questions, and customer sentiment. Companies can use this data to improve their products, services, and support processes.

Example

Tools like Brandwise provide analytics highlighting frequently asked questions on social media, allowing businesses to create better customer resources (e.g., FAQ pages or product tutorials).

Different Types of Customer Service AI Tools

There are several types of customer service AI tools, each designed to address different aspects of customer engagement:

Chatbots and Virtual Assistants

Automate conversations on websites, apps, and social media.

AI-Powered Ticketing Systems

Automatically prioritize, route, and categorize support tickets.

Moderate and respond to real-time social media comments and messages. Sentiment Analysis Tools: Analyze the tone of customer messages to assess satisfaction or detect negative feedback.

Self-Service Portals

Use AI to enhance knowledge bases and FAQ sections by offering dynamic, context-aware search results. How AI Tools Improve Social Media Customer Service Social media is a crucial channel for customer engagement, and AI tools like Brandwise specialize in managing high-volume interactions.

With AI, businesses can Automatically hide inappropriate or harmful comments. Generate personalized responses to common questions. Track and analyze engagement trends to optimize social media strategies. This capability is essential for brands dealing with thousands of daily interactions, ensuring they maintain a positive online presence without overwhelming their support team.

Help Desk System Features

Customer Service Desk

What Is Help Desk Software Used For?

Help Desk Management

Best Customer Support Software for Small Business

Why Do You Need a Customer Service AI Tool?

Automating Mundane Tasks to Improve Customer Service Efficiency

Customer support teams often handle repetitive inquiries, such as questions about store hours, product availability, or shipping updates. AI tools like intelligent chatbots can automate responses to these FAQs, freeing human agents to focus on more complex issues. For example, a customer queries your e-commerce website about order tracking. Instead of waiting for a human agent, an AI tool instantly provides the tracking link and estimated delivery time. The benefit? Faster response times increase customer satisfaction and reduce your team's workload.

Always-On Customer Support for Enhanced Satisfaction

AI tools provide continuous customer support, even outside regular business hours. This ensures customers in different time zones or urgent needs can get assistance anytime. For example, a SaaS company might receive technical support requests late at night. An AI-powered chatbot can immediately address issues like password resets or access problems. The benefit? Round-the-clock support builds trust and reliability with your customers.

How AI Tools Provide Scalability and Growth for Customer Service

As a business grows, so does the volume of customer inquiries. Hiring more agents can be expensive and time-consuming. AI solutions scale effortlessly to meet increased demand, handling thousands of interactions simultaneously without delays. For example, an online retailer experiences a spike in customer messages during a flash sale. AI tools can handle the surge by managing inquiries across email, chat, and social media platforms. The benefit? AI helps prevent bottlenecks during high-demand periods, ensuring customers receive timely responses.

Delivering Personalized Experiences with AI Solutions

AI tools can analyze customer data to deliver personalized experiences. By integrating with CRM systems, they can tailor responses based on a customer's history, preferences, and past interactions. For example, a returning customer asks about their last order. The AI tool recognizes the customer's profile, provides the order details, and offers product recommendations based on past purchases. The benefit? Personalized service strengthens customer loyalty and enhances engagement.

Cutting Costs with Customer Service AI Tools

Implementing AI tools can reduce operational costs by minimizing the need for additional staff to manage support services. Over time, the investment in AI yields higher efficiency and lower labor expenses. For example, a business deploys AI chatbots to manage international inquiries instead of hiring a 24/7 support team for different time zones. The benefit? Lower costs without sacrificing customer service quality.

Ensuring Consistency Across Multiple Customer Service Channels

AI tools ensure customers receive accurate and consistent information across multiple communication platforms like email, social media, and live chat. For example, Brandwise, an AI-driven comment moderation tool, helps businesses deliver uniform responses on social media, automatically handling repetitive or negative comments without human error. The benefit? Consistency builds customer confidence in your brand.

Using Customer Service Interactions to Improve Business Operations

AI tools collect and analyze customer interaction data to identify trends, common complaints, and areas for improvement. This data helps businesses optimize support services and develop better products. For example, an AI tool analyzes support tickets and reveals that many customers have issues with product returns. The business can use this insight to improve its return process. The benefit? Actionable insights allow businesses to make data-driven decisions for continuous improvement.

Expanding Customer Service Operations to Support Global Markets

For global businesses, providing support in multiple languages is crucial. AI tools with natural language processing (NLP) capabilities can automatically translate and respond in different languages. For example, a travel agency receives inquiries from customers in Spain, France, and Japan. An AI tool can instantly respond in the customer’s preferred language. The benefit? Expanding language support increases accessibility and satisfaction for international customers.

Let’s Talk About Brandwise

Brandwise is an intelligent social media management tool. At its core is an advanced AI that continuously learns and improves, automatically moderating comments on ads and posts while generating intelligent replies to comments and messages. This powerful tool streamlines workflow by consolidating social media interactions in one place and provides valuable AI-driven insights, identifying top FAQs and concerns to enhance customer engagement strategies.

For brands struggling with high-volume social media interactions, Brandwise offers an efficient solution to automatically hide negative comments, provide AI-generated responses, and gain a deeper understanding of customer engagement patterns. Try our social media engagement software for free for 7 days to grow your social media accounts rapidly!

The Best 6 AI Tools for Customer Service

Brandwise is an innovative social media and customer service management tool that automatically moderates comments on ads and posts. It uses an AI-powered engine that continuously learns and improves its responses. Brandwise is ideal for businesses managing extensive customer interactions across multiple platforms.

Brandwise reduces the time and effort needed to manage interactions for businesses with high social media engagement, ensuring brand protection and better customer engagement.

2. Freshdesk: Streamlining Customer Support

Freshdesk is a popular customer support software that uses AI to improve customer experiences. It automates ticketing, categorization, and escalation, allowing support agents to focus on resolving complex issues. By automating repetitive tasks, Freshdesk helps support teams reduce response times and improve resolution efficiency.

3. Spiceworks: The IT Help Desk Solution

Spiceworks focuses on IT help desk management with built-in AI features to support businesses that provide technical assistance. It is widely used in tech support environments for managing and resolving IT-related issues. Ideal for IT departments and tech support teams, Spiceworks helps automate ticketing and provides customizable workflows to meet specific business needs.

4. Zoho Desk: The Flexible Help Desk Tool

Zoho Desk provides AI-powered customer service automation, enabling businesses to manage inquiries efficiently. It integrates seamlessly with other Zoho products, making it a top choice for companies already using Zoho’s ecosystem. Zoho Desk is especially useful for small to medium-sized businesses looking for customizable and scalable customer support solutions.

5. Help Scout: Personalized Customer Support

Help Scout is a customer support tool designed to provide a personalized experience. Its AI features help reduce response times while maintaining a human touch. Help Scout is ideal for businesses prioritizing customized customer service while still wanting to automate repetitive tasks.

6. Zendesk: The Well-Rounded Customer Service Platform

Zendesk is one of the most popular customer service platforms, offering extensive AI automation to improve response times and streamline workflows. Suitable for businesses of all sizes, Zendesk provides a robust and customizable solution to handle large volumes of support requests.

Best Customer Service Tools

Best Ticketing Tools

Freshdesk Alternative

Freshdesk vs. Spiceworks

Freshdesk vs. Zoho

Help Scout Alternatives

Challenges in Using Customer Service AI Tools and How to Overcome Them

1. Lack of Human Touch

AI tools can handle queries efficiently but often lack emotional intelligence. As a result, customers may feel disconnected if they encounter robotic responses without personalization. To bridge this gap, integrate personalization features into your AI system. For instance, customer data such as name and previous issues can be used to tailor responses. Brandwise’s AI ensures natural responses by generating intelligent replies that mimic human understanding. These features help customers feel valued; additionally, they set protocols to transfer complex or sensitive issues to human agents quickly.

2. AI Misunderstanding Customer Queries

AI may misinterpret ambiguous or complex questions, leading to incorrect or irrelevant responses. This can frustrate customers and increase support requests. To overcome this challenge, train your AI model continuously with real-world examples and feedback loops. Implement machine learning updates that analyze frequent misunderstandings and improve query interpretation over time. For instance, Brandwise uses an advanced AI that improves through continuous learning, minimizing errors and enhancing communication accuracy.

3. Data Privacy and Security Concerns

Customer service AI tools often handle sensitive data, such as customer identities, transaction details, and personal preferences. Mishandling of this data can lead to privacy breaches. To avoid this scenario, ensure your AI tool complies with privacy regulations like GDPR or CCPA. Encrypt data transmissions and use role-based access control to protect customer information. Partner with AI platforms like Brandwise that prioritize secure data handling and confidentiality, ensuring customer trust is maintained.

4. Difficulty Integrating AI with Existing Systems

Many companies face challenges integrating AI customer service tools with their CRM, social media platforms, or e-commerce systems. A lack of synchronization can create workflow bottlenecks. Choose tools that offer seamless integrations with commonly used business systems to overcome this issue. Brandwise, for instance, consolidates social media interactions and integrates with your CRM to streamline data sharing and workflow. This ensures teams have a centralized view of customer interactions without manual data entry.

5. Resistance to AI Adoption by Staff

Employees may hesitate to embrace AI tools due to fear of job loss or unfamiliarity with the technology. To overcome this fear, educate your team about the role of AI as a support system, not a replacement. Provide training sessions to help staff understand how AI tools can assist them by handling repetitive tasks, freeing up their time for complex customer issues. Emphasize how tools like Brandwise's comment moderation capabilities can reduce workload and improve productivity.

6. High Initial Implementation Costs

Implementing a sophisticated AI system may require substantial upfront software, training, and integration investment. To overcome this obstacle, start with scalable solutions that allow phased implementation. Assess ROI by focusing on automation for high-volume tasks first, gradually expanding capabilities. For businesses with significant social media engagement needs, Brandwise offers a 7-day free trial to help users test and experience the benefits before committing to a full subscription.

Try Brandwise today to see how our comment moderation tool can help your brand improve customer engagement and response times.