What's your top customer service automation software pick in 2025?
I am working on creating a shortlist for my boss to help pick our replacement customer service automation software. I reviewed G2's category page but could also use some advice from the community. My shortlist is below.
Forethought AI: Forethought AI is an AI-driven platform that automates customer service workflows to improve response times and accuracy. By leveraging natural language processing and machine learning, it assists in resolving customer inquiries efficiently, reducing the workload on human agents. This leads to enhanced customer satisfaction and operational efficiency.
Intercom: Intercom is a complete AI-first customer service platform that enhances the customer experience, improves operational efficiency, and scales with your business. It enables businesses to respond instantly to common inquiries, ensuring 24/7 support availability. The platform's AI capabilities allow for continuous learning and improvement of response quality over time.
Salesforce Service Cloud: Salesforce Service Cloud is a comprehensive customer service platform that leverages AI to streamline support operations. It offers tools for case management, knowledge base creation, omni-channel support, and automation, enabling businesses to deliver personalized and efficient customer experiences. The platform's integration with Salesforce's CRM provides a unified view of customer interactions, enhancing service quality and agent productivity.
Smartsupp: Smartsupp is a live chat and chatbot solution that enhances customer engagement and support. It combines live chat, AI chatbots, and video recordings to provide personalized shopping experiences and automate responses to common inquiries. Smartsupp's platform is GDPR-compliant, supports multiple languages, and integrates with various e-commerce platforms, making it suitable for businesses aiming to improve online sales and customer satisfaction.
Gladly: Gladly is an AI-powered customer service platform that focuses on people rather than tickets. It centralizes all customer interactions across multiple channels into a single, lifelong conversation, enabling personalized and efficient support. Gladly's approach enhances agent empowerment and fosters customer loyalty through seamless and context-rich communication experiences.
What do you think? Is this a good list, or am I missing your best customer service automation tool? I would love to hear your thoughts in the comments.
