10 Best AI customer service automation software tools (2025)

Trying to find the right AI customer service automation software tool to improve your support? With so many choices out there, it’s hard to know which one’s the best fit for your team. Whether you’re looking for something simple or a more advanced AI solution, we’ve got you covered. In this list, we’ll go over the top AI customer service automation platforms for 2025, highlighting their pros and cons to help you make the right decision.

Below, we've listed the top 10 AI customer service automation platforms for 2025:

1. Engaige
2. Ultimate
3. Zowie
4. Forethought
5. Neople
6. DevRev
7. Intercom
8. Ada CX
9. Tidio
10. Watermelon 

Top 10 AI customer service automation solutions

It’s time to have a closer look at the top 10 AI customer service automation solutions of 2025. We selected this list based on a combination of factors, including ease of integration, AI capabilities, scalability, support, and the ability to handle both simple and complex customer queries.

Quick note: this list is in no particular order. If you think we missed a great solution, let us know!

1. Engaige - AI customer service that works just like you

We’re kicking off the list with Engaige – hey, that’s us, by the way! Our AI customer service automation software offers a unique blend of control, transparency, and effectiveness. 

From e-commerce to Fintech and from consumer electronics to printing, photo products and personalisation: we’ve got your business covered. Our AI agent works effortlessly, delivering automation that feels natural and human and is actually helpful.

You can create, test, and fine-tune your AI setup to consistently deliver outstanding service. With advanced AI and over 20 years of CX expertise, we make automating customer service simple and risk-free. Plus, our expert team supports you through the entire implementation and provides ongoing assistance.

These are some of our AI customer service automation software highlights:

• Works smoothly with your existing customer service tools, like Zendesk, Front, Dixa and more 
• Hands on onboarding and continuous improvement guided by an experienced team
• Allows for extensive customizability of AI-Native conversations through our Policy Builder, allowing you to automate conversations where others stop. No need for manually created conversations.
• Give insight into AI reasoning, allowing you to understand AI decision-making and how to improve
• Takes actions in your systems with human in the loop or fully autonomously
• Achieves resolution rates of up to 80%
• Provides 24/7/365 support across multiple channels, including chat, email, and WhatsApp

2. Ultimate 

Ultimate, now acquired by Zendesk, has a proven track record of serving companies in industries like ecommerce, financial services, travel, telecommunications, and health tech.

The platform provides more traditional automation solutions. Key features include quick setup, decision trees, intent detection, and automation for chat and email. However, a drawback is that its intent detection relies on machine learning, which can struggle with edge cases, ambiguity, and adapting to new inputs without retraining.

Pros:

• Integrates with Zendesk, Salesforce, Freshworks, Intercom, and Sunshine Conversations
• Can automate many repetitive support requests across all digital channels
• Allows you to connect UltimateGPT to your help centre

Cons:

• A traditional customer service automation system that struggles with dynamic conversations and email automation
• Acquired by Zendesk, making integrations with other CX platforms risky
• Significantly lower automation rates compared to others on this list
• Requires substantial maintenance to keep flows up to date as its mostly manual and not AI-Native
• Difficult to customise for specific use cases

3. Zowie 

Zowie does more than just handle inquiries. It understands your customers, and delivers exceptional customer experiences. The platform includes standard automation tools such as intent detection, decision trees, and chat/email automation. Their focus is especially on ecommerce businesses.

Getting started is quick and straightforward, which is a good advantage. However, this customer automation platform is less flexible and not as advanced in AI capabilities compared to competitors like Engaige.

Pros:

• Easy and fast to implement
• Helps resolve 50% of tickets daily
• Enables customers to connect with you via voice messages

Cons:

• Lower automation rates compared to others on this list
• Requires frequent manual updates to maintain workflows
• Difficult to customise for specific needs
• Not AI-Native, resulting in lower automation rates and higher maintenance

4. Forethought

This US-based startup combines traditional automation with AI-driven solutions. Forethought specialises in decision-tree chatbots and helps agents work more efficiently by surfacing the right information at the right time.

Their platform consists of 4 key elements:

1. Solve: Instantly handles a high volume of tickets
2. Triage: Predicts, prioritises, and routes inquiries
3. Discover: Provides proactive insights
4. Assist: AI that speeds up ticket resolution

Pros:

• Efficiently routes conversations to the appropriate teams
• Reduces First Response Time by an average of 40%
• Uses a Large Language Model (LLM) to interpret customer intent

Cons:

• Struggles with dynamic conversations
• Lacks AI control and visibility features for continuous improvement
• Not AI-Native, resulting in lower automation rates and higher maintenance

5.  Neople

Neople takes a unique approach to customer service automation, making it feel more human by integrating your AI agent as a true member of your customer service team – you can even give it a personalised name.

This Netherlands-based startup specialises in Agent Assist, offering AI-driven tools that support your agents by leveraging your content and basic back-office integrations.

Pros:

• Strong Agent Assist features
• Easy to implement as it’s fairly plug and play

Cons:

• Primary focus is on ecommerce
• Limited focus on AI control and optimisation, as you have no insight into AI decision-making
• Primarily caters to the Dutch market

6. DevRev

DevRev’s mission is to connect makers (Dev) with customers (Rev). They replace outdated tools with an AI platform that links your teams, improves workflows, and delights customers.

This global player offers AI-powered ticketing and collaboration tools to enhance service management. However, the depth of conversational AI automation is limited.

Additionally, DevRev’s pricing varies greatly depending on whether you need support, want to build, or aim to completely transform your product and customer experience using in-app engagement, observability, and monitoring.

Pros:

• Ideal for companies requiring close collaboration between product and support teams
• Includes a dedicated start-up program
• Features a user-friendly dashboard for clear analytics

Cons:

• Less suited to B2C businesses as they primarily focus on SaaS
• Limited depth in conversational AI automation

7. Intercom

Intercom is a popular platform for SaaS companies, specialising in live chat and customer engagement. It’s a well-known brand that offers tailored solutions for:

1. Customers: Instant service with omnichannel support and a fully integrated help centre.
2. Support agents: AI tools to improve agent efficiency.
3. Support leaders: Tools and insights to empower your team.

That said, this AI customer service automation platform isn’t as advanced in AI-driven automation as some of the others on this list.

Pros:

• Comprehensive customer communication tools, being an alternative to companies like Zendesk or Front
• Transparent pricing displayed on their website
• Easy to set up yourself

Cons:

• Less customisable and offers less control over AI behaviour
• Falls back on manual created conversations when complexity increases
• Limited implementation support

8. Ada CX

Ada CX is a well-established leader in the market, particularly in the US. Their AI-first platform excels at managing dynamic conversations and integrates seamlessly with backend systems and knowledge bases. It’s used across a range of industries, from travel and telecom to SaaS and gaming.

Unfortunately, this AI customer service automation platform isn’t as suited to handling complex processes as others on this list. It also lacks Agent Assist features.

Pros:

• Excellent at managing diverse conversations powered by AI
• Strong integrations with backend systems

Cons:

• No Agent Assist features
• Less effective for complex processes, falling back to manually created workflows
• Limited support after initial onboarding

9. Tidio

Tidio is an AI customer service automation solution designed for SMBs. It offers simple chatbot automation and marketing workflows. While it doesn’t support complex automation, it’s certainly one of the more affordable options on this list, making it ideal for smaller businesses.

This platform helps reduce waiting times by 59% and average response times by 29%. Another highlight: you can choose from over 40 Flow templates to handle missed conversations, offer discounts, recover abandoned carts, and recommend products.

Pros:

• Budget-friendly for SMBs
• Integrates with 120+ tools

Cons:

• Basic chatbot capabilities
• Limited AI control and visibility

10. Watermelon 

Watermelon allows you to create your own GPT-4o chatbot in a matter of minutes. Beyond its quirky name, this AI customer service automation platform stands out for its user-friendliness. Designed for small businesses, it offers basic AI chatbots for customer service and inbox management. However, it’s not the best choice for complex automation needs.

Pros:

• Simple and intuitive for small businesses
• Has an easy to configure AI chatbot
• Customise your chat widget to match your brand’s design

Cons:

• Limited AI and automation capabilities
• Unsuitable for complex automation requirements

How to choose the best AI customer service automation software tool?  

Picking the right AI customer service automation software isn’t a one-size-fits-all decision. It depends on a variety of factors unique to your business, such as the complexity and volume of customer queries, your existing tech stack, and how much control you need over the AI’s behaviour.

Here are the key considerations to keep in mind:

Complexity of queries

Think about the types of questions your team is typically asked. If you’re dealing with straightforward queries, a basic automation tool might suffice. But if your customers often have complex or dynamic needs, look for platforms that use more advanced AI capabilities, like intent detection or natural language processing, to handle more nuanced conversations.

Integration capabilities

No one wants to deal with the hassle of switching everything up just to make a new tool work. When evaluating platforms, check how easily they integrate with your current systems – whether that’s your CRM, helpdesk software, or communication tools. Seamless integrations will save you time and effort down the road.

Control and transparency

One of the key advantages of AI automation is that it can optimise customer service processes, but you still want to have control over how things run. Choose a platform that offers transparency and gives you the ability to monitor, adjust, and optimise the AI’s decision-making. This way, you can ensure that it’s always in line with your business needs and values. Engaige is a great example of AI customer service automation software that gives you this control and transparency. 

Scalability

As your business grows, so will your customer service needs. Pick a solution that can scale with you. Whether you’re expanding to new markets or adding more support channels, the best platforms can grow with your business without needing a full upgrade. 

Expert guidance and support

Implementing AI customer service automation should be a smooth experience. Look for platforms that offer solid onboarding, training, and ongoing support from customer experience experts. This ensures that your team can get the most out of the tool from day one and continue to optimise it as your needs grow.

Why Engaige is the best option for companies with a high volume of complex CS queries

When it comes to handling complex customer service queries, Engaige is in a league of its own. We understand that not all customer inquiries are straightforward. That’s why our platform is designed to tackle even the most difficult support tasks with ease.

Here’s why Engaige is the ideal choice for businesses dealing with a high volume of complex queries:

• Automate even the most complex support tasks through Engaige’s Policy Builder
• Continuously improve AI performance with full visibility of AI reasoning and decision making
• Fully integrates with your current support stack, enabling seamless handovers and taking actions in your systems
• Count on a skilled implementation team and CS experts for a smooth setup and ongoing support

Looking for the best AI customer service automation solution for safe, effective, and future-proof automation? Let’s chat! 

AI customer service automation software FAQs

1. What is AI customer service automation software?
AI customer service automation software is a tool that uses AI and automation to handle customer inquiries, streamline support processes, and improve response times without the need for human intervention.

2. How can AI automation improve customer service?
AI automation reduces response time, handles repetitive tasks, improves efficiency, and allows support teams to focus on more complex issues, enhancing overall customer satisfaction.

3. Can AI customer service automation software handle complex queries?
Yes, advanced AI customer service automation platforms like Engaige use AI to understand and resolve complex queries, improving the accuracy and speed of responses.

4. Is AI customer service automation software customisable?
Yes. Most AI customer service automation platforms offer customisable features like AI training, workflows, and integrations with existing systems, so you can tailor them to your specific business needs. Always check if this is possible to ensure the best customer experience.

5. Will automation replace human agents?
No. Automation handles repetitive tasks, but human agents are still essential for complex, emotional, or nuanced interactions. Automation supports, not replaces, human agents.