The use of AI customer service has become indispensable for companies of all sizes. This is because automation based on artificial intelligence improves operational efficiency, saving time for both staff and consumers.
When contacting customer service, customers receive immediate support through chatbots, which offer quick answers to common questions. In addition, these intelligent systems forward more complex requests to the appropriate departments, ensuring an effective solution.
Another major benefit of artificial intelligence is the ability to store and analyze customer data, enabling a more personalized experience.
According to a 2023 Zendesk study, 77% of consumers find bots useful for resolving simple issues. This demonstrates that AI is a strategic tool for providing fast, high-quality service, contributing to customer satisfaction and loyalty.
In this article, we explore the concept of AI-powered customer service, its advantages, and the main solutions available to improve customer support in your business.
What is AI customer service?
The application of artificial intelligence in customer service has established itself as an efficient solution for providing immediate support to consumers who contact the company.
In addition to chatbots, many companies adopt omnichannel strategies to ensure an integrated and continuous service experience. As a result, customers receive agile and consistent support, which contributes to a positive perception of the service provided.
In general, AI-powered customer service uses technology to automate and optimize various stages of customer support. Platforms equipped with artificial intelligence are capable of answering questions, managing interactions, and increasing operational efficiency.
With this advancement, traditional customer service chats are evolving into personalized and connected experiences. The technology enables faster and more accurate responses, whether through chatbots or recommendations for useful content that helps resolve customer demands.
How does AI customer service work?
Now that we understand the basics of AI customer service, let’s explore how this technology works in practice. Artificial intelligence can simulate some human skills, such as data analysis and decision making, through advanced software such as chatbots.
These chatbots can be integrated into channels such as WhatsApp, Facebook Messenger, and website chats, following a structured flow: they receive and analyze customer information, evaluate possible solutions, process data, make automated decisions, return accurate responses, and continuously learn from each interaction.
This process reflects human dynamics, in which the attendant interprets the request, considers solutions, decides on the best approach, and improves their knowledge with experience.
Best AI customer service tools
Below, we list the main AI-powered customer service tools available in 2025. Check them out!
1. JivoChat
JivoChat is an omnichannel customer service platform that offers an intuitive interface and integration with various communication channels, such as email, WhatsApp, and Facebook. Its multichannel structure allows you to centralize interactions and optimize communication with customers.
The tool features a chatbot equipped with artificial intelligence, which continuously learns from interactions, making support faster, more efficient, and more personalized. In addition, it offers automated responses, streamlining customer service and improving the user experience.
The platform offers scalable plans to meet different needs, including a free version with essential features and paid options that offer advanced functionality, such as detailed reports and customized integrations.
Key Features:
- Integration with multiple service channels
- Intelligent chatbot with AI
- Send files and links directly through chat
- Reports and metrics for performance analysis
Want to implement an AI chatbot in your customer service? Access our complete guide and find out, step by step, how to configure JivoChat to automate responses and provide efficient support!
2. Zendesk
Zendesk offers AI-powered customer service solutions that enable the integration of bots into your company’s communication channels, optimizing team productivity and improving customer service quality.
With the AI-based chat tool, you can interact with consumers in real time and access detailed reports that analyze team performance and customer satisfaction.
The platform stands out for its simplified configuration for registered users, including preconfigured bots as part of the Zendesk Suite. In addition, it offers automatic responses 24 hours a day through various channels, such as email, real-time chat, messages, and support forms.
The initial plan covers up to 1,000 active users per month and includes a 14-day free trial so you can test the features before subscribing.
3. Netomi
Netomi is an artificial intelligence platform focused on customer service, enabling the automation of interactions across channels such as email, chat, and social media.
With this technology, repetitive tasks such as answering frequently asked questions and managing return requests are processed automatically, allowing agents to focus on more complex and strategic demands.
Netomi highlights:
- Personalized Service
- High Scalability
- Continuous Improvement
4. Salesforce Einstein
Salesforce offers a series of artificial intelligence (AI) solutions built into its platform, called Salesforce Einstein. These tools aim to improve productivity and personalization in a variety of sectors, including sales, customer service, marketing, and e-commerce.
One of the key features of Salesforce Einstein is Sales AI, which helps sales teams accelerate their processes by offering practical insights, real-time forecasts, and automating tasks such as creating personalized emails and meeting summaries.
Another feature worth mentioning is Customer Service AI, which seeks to improve the customer experience and agent productivity by providing relevant information during interactions, automating case summaries, and building knowledge bases to solve problems quickly.
5. Freshworks Freshdesk Omni
Another AI-powered service platform is Freshworks Freshdesk Omni. This tool is an omnichannel customer service platform designed to integrate and manage interactions from different channels, such as email, chat, social media, phone, and WhatsApp, in a single interface.
The tool is scalable and flexible, suitable for companies of different sizes, and integrates with CRMs and external applications, providing a seamless experience for customers and optimizing team productivity.
With the help of artificial intelligence, Freshdesk Omni offers unified support, allowing teams to access complete customer history, automate processes, and prioritize tickets intelligently.
Advantages of AI customer service for your business
Before choosing the best AI tool for customer service and investing in personalized service with artificial intelligence, it is essential to understand the benefits that this technology can provide.
1. Quick responses and efficient service
Many consumers seek information directly on the company’s website before even contacting them, hoping to resolve their questions quickly.
However, when they don’t find the answer they’re looking for, they turn to support with the expectation of instant service. This is where chatbots and AI-powered customer service shine, ensuring fast and assertive first-time service.
With responses in a matter of seconds, these tools filter customer needs, solving simple issues without the need for a human attendant. This optimizes the service flow, allowing the team to focus on more complex situations that really require specialized interaction.
By reducing the volume of basic requests, the team gains time to handle more specific demands with greater attention and efficiency. As a result, the public perceives a more agile and organized service, strengthening the company’s reputation.
2. Enhanced customer experience
Agile and effective support results in a more satisfying consumer experience. When customers feel that their needs are being met quickly and efficiently, their positive perception of the brand grows considerably.
Satisfied customers tend to recommend the service to others, becoming true promoters of the company. After all, who doesn’t want to share a good customer service experience?
However, to achieve this level of excellence, it is essential not only to implement AI, but also to monitor metrics and continuously improve processes. In this way, the company demonstrates genuine concern for each customer, reinforcing its commitment to quality service.
3. 24/7 availability and scalability
One of the major advantages of AI customer service is its ability to operate continuously, without time constraints or the need to expand the team. Automated systems enable companies to offer support 24 hours a day, every day of the week.
Even if not all issues are resolved immediately, pre-service ensures that requests are recorded and organized so that the human team can act more efficiently later.
4. Personalized service
Traditional support used to follow rigid and inflexible scripts, resulting in impersonal and often frustrating interactions for customers.
With artificial intelligence, this reality has changed. Thanks to data analysis and continuous learning, customer service systems are able to better understand each consumer’s preferences and history. This way, the responses and solutions offered are more personalized, making the experience much more satisfying and efficient.
How to train AI to provide online customer service?
Chatbots and virtual assistants are innovative solutions that allow you to interact naturally with users and perform various functions, such as scheduling appointments, checking order status, tracking deliveries, and much more.
However, for these tools to operate efficiently, it is essential that they are properly trained with relevant information. Artificial intelligence learning can occur in two ways: in advance, before use begins, or continuously, improving from interactions with customers.
To ensure that the chatbot provides assertive responses and fluid interactions, it is crucial to feed it with a significant volume of relevant data. This reduces the need for human support in initial contacts and makes customer service more dynamic and natural.
Customizing artificial intelligence is an indispensable step in providing a positive customer experience. Here are some strategies for optimizing this process:
1. Establish an Appropriate Tone of Voice
Setting the tone of AI customer service is essential to maintaining brand identity consistency. The chatbot can communicate in a more formal or relaxed manner, depending on the company’s niche and the profile of its target audience.
2. Create Automated Responses
As mentioned earlier, it is essential to configure artificial intelligence with pre-programmed responses to users’ most common questions. This ensures fast and efficient service.
3. Teach AI to Interpret Contexts
For interaction to be as natural as possible, AI needs to be trained to understand different scenarios and adapt to various situations, ensuring more accurate and humanized responses.
4. Offer Customization Options
Allowing customers to personalize their experience makes service more efficient. The chatbot can offer choices such as language, type of support desired, and department responsible for service.
5. Integrate AI with Other Platforms
To further enhance service efficiency, artificial intelligence can be connected to other systems, such as CRMs and ERPs. This way, AI will have access to constantly updated information, ensuring more accurate responses that are aligned with customer needs.