Best AI Software For Customer Service Teams in 2025

Everyone speaks about "AI Chatbot" but truth is, customer service is all about human relationship.

And AI has a big role to play out there.

AI not only powers automated experiences, but also empowers customer service teams with writting tools, thread summarization, topic identification, virtual copilot, help center automated updates, throughout the entire customer's journey.

The benefits are numerous : faster replies, qualitative replies, higher headspace for teams, more interesting topics to work on. But also for managers, easier data analysis, faster trending topic identification, decrease in cost per conversations, etc.

Here is what you'll get by reading this article :

• Advices on how to implement AI in customer services teams
• Review of customer support platforms and their AI-features
• Dedicated metrics to measure AI efficiency
• Limits & challenges of using AI in customer support
• Future trends in 2026 and beyond of AI customer support

Why should you bring in AI to your customer service teams?

Customer service AI-powered experience brings a whole new world to teams and customers. Often limited to AI-powered live chat and customer service chatbots, artificial intelligence software powers a lot of different use-cases that are revolutionising the way companies are dealing with their customer experience.

Instead of having agents focusing on boring, repetitive,  low-value tasks, they can now get closer with the most important leads and customers.

Among the AI-powered features we can find in most of the customer support platforms, here are the most frequent:

• AI data hub to centralize company's knowledge to train AI on custom company materials.
• Support Copilot for customer support teams that helps them get the right answer faster.
• Topic detection to identify and route the queries that requires the fastest interaction.
• Conversation's summary of long conversations so agent save time instead of going through the entire thread.
• AI-powered multichannel conversational experiences to answer conversations automatically on every channel.
• Tone adaptation to suggest answers that are more aligned with the way customers' feel.
• Anomaly detection to spot an abnormal rise in tickets submission.
• Live Translation to speak in multiple languages from a click on a button.
• Sentiment analysis to extract how customers' feel when reaching out to your support and measure customer satisfaction.
• Help center auto-update based on FAQs.

This is just a basic and simple list of features that you can now find in many different software comparison grids.

All in all, you can categorize these features in 3 different categories : automate repetitives tasks, assist human agents, provide strategic insights.

Note that it's important to distinguish AI-first tools and AI-augmented platforms.

• AI-first tools (like chatbase) focus on chatbot experiences, which is great, but often not connected to the entire customer journey.
• AI-augmented platform (like Crisp, Intercom or Zendesk) embed AI inside a large support suite of tools. It means it works alongside

Future-proof AI features for customer support in 2025 and beyond

Below is a selection of 10 customer support platform that provides a decent list of AI-powered features. Based on multiple data sources, this comparison has been built to provide a comprehensive grid.

Details on each vendor

➡️ Crisp
AI-native and simple, the platform list a solid list of AI-powered features that are directly available from paid plans, without any additional paid add-ons. Les analytics ne sont cependant au même niveau que les autres acteurs cité ci-dessous. Son interface simple et son paramétrage rapide en font un outil de choix pour les entreprises qui souhaitent se lancer rapidement et à moindre coût.

➡️ Intercom
With it's AI-powered helpdesk suite, Intercom comes with a robust suite of features. Empowered with the, now famous, FIN AI Agent, teams can benefit from powerful automations. Know for it's outrageous pricing, AI-powered ticket resolutions comes at a dynamic price : 1$ per resolved conversation.

➡️ Zendesk
The world leader when it comes to helpdesk. AI-powered features are numerous and strong, but they come at an expensive price. Platform is powerful but often seen as complex and heavy to setup for small teams.

➡️ Front
Initially a simple "shared inbox" for mails, they've now moved onto a full support platform. They haven't gone strong on AI-powered features. No Copilot, no sentiment analysis. Even though the paltform is accessible, their AI software isn't quite polished.

➡️ Zoho Desk
Zia, the AI Chatbot from Zoho is quite basic. Even though their pricing is competitive, it remains far from AI software for customer service companies such as Intercom, Crisp or Zendesk are offering.

➡️ Salesforce Service Cloud
All the AI-powered feature are available in the famous support suite from Salesforce (Einstein AI), but it comes at a cost. And a very expensive one. This is a very powerful platform for big companies with a dedicated IT team to support the customer support teams.

Best practices to implement AI within your company

Implementing artificial intelligence within a company requires a bit of strategic thinking because it is easy to move from impactful actions to useless workflows. Automate customer service is one of the most important things you can do. Because of how machine learnings and natural language processing work, customer service experience is one of major touchpoint to be impacted by artificial intelligence.

Salesforce's CEO explains it all lately ⬇️

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1. Train AI on what customers are looking for, not for what you believe they ask

Most teams upload data and stop the training process. But as your team members, it's a continuous process. Just like any other support reps, you should do a weekly to your AI. Improving training data is the best way to prevent the AI from hallucinations.

2. Show your users it's an AI, and brand it

Latest research shows that only 46% of people trust AI systems, even though most recognize their benefits (KPMG). It is super important to tell your leads and customers when the answer has been generated by AI. Either it is through a chatbot software with AI or through an answer drafted by an AI, you should input a prompt to your AI that helps it behaves like one of your team member.

3. Predictive analysis is a big thing in AI

AI's a back office tool for your teams, especially managers that use to spend many hours filtering down data.

Agorapulse's CEO Emeric Arnoult told us recently :" LLMs and AI have been a huge help in better understanding what drives churn and help us prevent churn from happening."

4. Think "AI Copilots", not "AI replacements"

Virtual assistant for support teams are the next big thing. Spotting mistakes, flag upsell opportunities, trigger CRM sync. These AI-powered features can turn every support agent into a top performer without killing the human touch of your brand.

5. Track insightful AI KPIs, not vanity metrics

AI accuracy is a vanity metric, as well as the number of automated tickets. As a mindfull support manager, you should look at KPIs such as :

• Did time-to-resolution drop?
• What is the % of escalated conversations from a first AI-powered message?
• What is the average number of conversation dealt by a human over a day, week or month?

Key metrics to measure AI's effectiveness

Adopting AI isn't just about automated conversations or first response time. It is about business impact. Smartest teams doesn't measure "AI Accuracy" as explained above, they track the final outcomes : how many hours did we save thanks to AI? How much money did we save thanks to AI? What is the productivity gain taken from AI?

Here are some of the most interesting KPIs to track when it comes to AI-powered customer support experiences :

• Cost per ticket (including AI's cost)
• Resolution time
• Deflection rate
• Customer satisfaction
• Agent's productivity
• Time saved
• Revenue Influence

The future of AI tools in customer support

AI tools for generative customer service will expand beyond contact centers into social media and voice channels.

Imagine a tool that can guide a new customer onto a personalised user journey, based on its objectives, company profile, and requirements.

These core changes will impact companies as they'll have to face numerous challenges.

• Change management and human replacement might be the scariest as AI will inevitably replace human workforce.
• Customer's trust and transparency as seen above, will be key in helding a powerful brand experience.
• Over-automation leading to frustration because of bad, repetitive, quality support experiences.

AI where it helps, humans where it matters

AI in customer service is no longer a futuristic idea, it’s here, reshaping how teams deliver support experiences. From better response times to predictive insights, the right AI software for customer service helps companies scale without losing the human touch.

But the future isn’t about replacing support reps with AI Agents. It’s about building systems where AI handles the noise, and people step in when empathy, nuance, or creativity are required.

That balance is where trust, loyalty, and long-term customer satisfaction are built.

This is exactly where Crisp stands apart.

FAQ : what tools summarize emails and suggest