Consumers demand high-quality support at all times. This can be a huge challenge for your support team, which is already experiencing high workloads. The answer? AI customer service software.
AI made its entrance a few years ago, and it’s getting better. What software is the best for your online business? Stop searching; we’ve gathered a list of the best software tools available right now. Let’s dive right in.
What are AI customer service software tools, exactly?
AI customer service software tools are digital platforms or applications that use artificial intelligence to help businesses manage and improve customer support. They’re designed to automate repetitive tasks, provide instant answers, and support human agents by making customer interactions faster, more personalized, and more efficient.
Key functions of AI customer service tools
There are different types of AI software available when it comes to customer service. Here’s a breakdown of the key functions of the tools.
- Automation of repetitive tasks
- AI-powered assistance with smart suggestions
- Insights and optimizations
- Integrations with support channels and workflows
Research by Gartner shows 38% of executive leaders are investing in AI to improve the customer experience. This is great. However, with a large range of software solutions available, it’s not easy to decide which tool is the best for your business.
Let’s have a look at the top solutions out there right now.
The 10 best AI customer service software for e-commerce
You can decide to ask AI for support in selecting software, but it will miss some context regarding your way of working and business processes. So we’re here to help. We’ve gathered the best solutions available for your e-commerce business right now.
1. Neople
Neople isn’t just another chatbot; it’s an AI agent built to act like a real team member for support teams. Unlike traditional AI tools that are siloed, rule-based, or limited to one platform, Neople learns, adapts, and works across your entire support stack. And the fun part? It’s a unique character created specifically for your business.
A Neople is designed to handle complex tasks end-to-end, fully automating customer support workflows and reducing the need for extra hires or additional tools. With Neople Studio, your teams get full visibility into their AI agent’s performance.
Want more control? Let a Neople hunt down the right info and shape a branded answer, while your team adds the human touch.
You can train your Neople in plain language using real documentation, tweak its tone of voice, adjust workflows, and see detailed analytics on performance. Neople Studio turns support teams into AI superusers by making the technology transparent, trainable, and totally brand-aligned.
Whether you're solving repetitive tickets, managing seasonal spikes, or supporting multiple markets, Neople integrates with tools like Zendesk, Freshdesk, Teams, or Slack, and works exactly the way your team does.
Website: Neople.io
Key features
- AI-generated reply suggestions
- Multilingual support in 160+ languages and your brand’s voice
- Smart task automation for repetitive tasks
- Feedback systems to learn and improve with every interaction
- Knowledge building from multiple media formats
- Integrated across your complete tool stack
- Neople Studio control panel to configure TOV, upload new documentation and track performance
- Built with security in mind - ISO 27001 certified, GDPR-compliant
Target audience: Primarily focused on customer support teams in e-commerce and hospitality but can be used beyond.
"We use full automation only when we’re confident that our Neople, Hanna, can answer with 99-100% accuracy. We can manually add new options to this group of automated answers. For example, WISMO (Where Is My Order) questions are very easy for Hanna to handle." - Ingrid Poot, Team Lead Customer Support at Haarspullen.nl.
2. Sprinklr AI
Sprinklr AI is an AI-driven platform designed for enterprises to boost productivity and decision-making across customer service and marketing teams. Sprinklr AI offers various solutions and features for different industries.
It provides a customer experience management (CXM) solution that uses AI to process extensive data sources and generate actionable insights. Specifically in customer support, its AI can give real-time suggestions for next best actions and provide contextual recommendations.
With Sprinklr AI, you can unify customer service teams across social, digital, and voice channels. That said, Sprinklr’s broad enterprise focus means the platform can feel complex or heavy for teams primarily focused on customer support, especially in smaller or more specialized setups.
Website: Sprinklr.com
Key features (for customer service):
- AI powered agent assistance and suggestions
- Automated self-service with AI-driven chatbots and virtual assistants
- Omnichannel routing for customer inquiries
- Sentiment analysis to prioritize customer issues
- Workflow automation to automate routine tasks
Target audience: Support and marketing teams at enterprises at various industries
3. Forethought AI
Forethought AI is a customer support automation platform that uses generative AI to assist with different stages of the support process, from deflecting incoming tickets to helping resolve them. The software aims to improve response times, lower support costs, and offer scalable automation options.
Its modular setup allows teams to choose between various levels of automation—ranging from agent assistance tools to autonomous ticket resolution. Forethought integrates with platforms like Zendesk, Salesforce, and Freshdesk.
That said, Forethought was originally designed with a broad range of industries in mind, not just e-commerce. While it offers strong automation capabilities, some features may feel more tailored to enterprise support teams in SaaS or tech.
This could mean extra setup or customization is needed to match the specific needs of e-commerce workflows.
Website: Forethought.ai
Key features:
- Automation of support issues with generative AI
- Routing and prioritizing tickets based on content and urgency
- Answer recommendations
- Support thread summaries
- Analytics on deflection rates and automation performance
- Multichannel support
Target audience: Support teams in mid-market and enterprise companies looking to improve efficiency and reduce manual workloads through AI-driven support automation.
4. Kustomer
Kustomer is an AI-powered customer service CRM platform designed to enhance customer support through data-driven insights and automation. It helps enterprise businesses deliver personalized and efficient customer service by integrating various communication channels and customer data into a single platform.
The software provides a 360-degree view of customer interactions via phone, email, chat, text, social, and messaging. It focuses on omnichannel conversations, smart automation, and no-code customization.
The depth of features is great for complex setups, but can add unnecessary complexity for straightforward support use cases.
Website: Kustomer.com
Key features:
- Unified customer view across all channels
- AI agent copilot to assist support agent with real-time suggestions
- Automated interactions and omnichannel support
- Proactive support by using data to anticipate customer needs
- Automated self-service tools
- Integration with CRMs
- Advanced analytics into customer interactions and agent performance
Target audience: Customer service teams in enterprises
5. Freddy AI by Freshworks
Freddy AI by Freshworks is an AI-powered platform designed to improve customer and employee experiences through automation and advanced analytics. It integrates with Freshworks products to enhance efficiency across support, sales, and marketing functions.
Freddy AI offers three different services: 'Freddy Self Service' for intelligent chatbots, 'Freddy Copilot', an AI coach and collaborator, and 'Freddy Insights', which provides AI-driven insights to anticipate issues and spot opportunities.
While tightly integrated with the Freshworks ecosystem, Freddy AI’s usefulness can be limited if you're not already using Freshdesk or other Freshworks tools.
Website: Freshworks.com
Key features:
- Natural Language Understanding
- Maintain context in conversations
- Multichannel support
- Automated generation and categorization of support tickets
- Knowledge base integration
- Proactive outreach to customers
- Sentiment analysis to understand emotions
- Workflow automation to automate routine tasks and workflows
- Detailed analytics and insights into customer interactions
Target audience: Customer support, sales and marketing, IT support and developers in small and mid-market organizations.
6. Yuma
Yuma.ai is an AI-powered automation platform tailored for e-commerce businesses. It focuses on enhancing customer service by automating interactions, increasing productivity, and decreasing operational costs.
The platform integrates with multiple e-commerce systems to provide support agents with the right tools to become more productive.
Its focus on automation is strong, but currently offers less flexibility when it comes to customization.
Website: Yuma.ai
Key features:
- Automated customer order inquiries and modifications
- Handles subscription-related queries autonomously
- Customer review and feedback management
- Automated post-purchase technical support
- Social media moderation for interactions and negative comments
- Guides customers through the returns process
- Automated tags and escalated tickets
- Clean support inboxes by filtering spam
Target audience: Customer service teams in e-commerce
7. Lyro by Tidio
Tidio is a customer service platform that combines live chat, chatbots, and AI-driven automation to improve customer support and engagement for businesses of all sizes.
Lyro is Tidio’s AI chatbot that automatically answers common questions and performs recurring tasks. Lyro is a conversational AI that can talk to your customers and answer questions using support content.
Tidio integrates with websites and multiple platforms to offer a complete solution for managing customer interactions.
Its ease of setup and use make it a straightforward solution, but it’s better suited for handling simple, high volume queries rather than complex support needs.
Website: Tidio.com
Key features (Lyro AI Chatbot):
- Automated responses to common customer inquiries
- Automation of recurring tasks like order status checks and ticket creation
- Multi-language support
- Performance monitoring to improve responses
- Hand-off from bot to support teams
- Analytics insights to understand the customer experience
- Answers based on support content
Target audience: E-commerce businesses, small to medium-sized enterprises and online service providers
8. Trengo AI
Trengo is a customer communication platform that integrates AI and automation to streamline and optimize customer interactions. It allows businesses to manage multiple communication channels from a single interface, improving efficiency and customer satisfaction.
Trengo’s AI HelpMate is a digital teammate that handles repetitive tasks for support and sales teams. Thanks to AI, HelpMate is able to manage repetitive, manual, and high-volume conversations.
While Trengo is easy to use and great for handling basic queries, its chatbot features are relatively limited compared to some other tools in the list.
Website: Trengo.com
Key features:
- Automated responses to high-volume, repetitive queries
- Multichannel support across web, SMS, social media, voice and email
- No-code chatbots
- Includes knowledge base content
- Workload balancing to distribute tasks among team members
- Labels and rules to prioritize tasks
- Reporting and analytics for insights to improve customer service
Target audience: Small to medium-sized enterprises (SMEs) in various industries
9. Zendesk AI
Zendesk AI is part of Zendesk, a customer service and engagement platform that helps businesses manage customer interactions across multiple channels. It provides tools for support, sales, and customer engagement, enabling companies to improve customer satisfaction and streamline their operations.
Zendesk AI is an AI-powered solution designed to streamline and optimize customer interactions. Built on real customer service data, it provides personalized support, automates routine tasks, and offers real-time insights to improve efficiency and customer satisfaction.
Zendesk AI is a powerful addition to an already robust platform, but it’s only available as a paid add-on, on top of the Zendesk Suite. That means costs can quickly add up, and it’s not ideal for businesses that aren’t already committed to the Zendesk ecosystem.
Website: Zendesk.com
Key features:
- Managed interactions across email, chat, phone and social media
- Response suggestions and actions to agents
- Generative AI replies that can be edited
- Gives full context behind every interaction
- AI suggestions can automate common responses
- Automated workflows and repetitive tasks
- Insights into customer interactions and support performance
- Integrates with many other tools and platforms
Pricing: Zendesk Suite from €149 per/month with advance AI add-on for €50 per agent/month
Target audience: Small- and medium sized businesses (SMEs) and enterprises in various industries
10. Sierra AI
Sierra is a conversational AI platform designed to enhance customer experiences by providing empathetic and effective support. It helps businesses automate customer interactions while maintaining brand consistency and improving operational efficiency.
Sierra AI offers an AI agent that mirrors the nuances of human communication to ensure organic interactions while improving customer satisfaction.
It’s still early in its development, meaning some features and integrations may not be as mature or widely available as those from more established platforms.
Website: Sierra.ai
Key features:
- AI agent for always-on support in line with the brand tone and voice
- Multichannel support across web, social media, email
- Offers insights to improve customer experiences
- Supervision to keep AI interactions on-topic and in line with company policies
- Actionable AI to enable AI agents to perform certain tasks
Target audience: Large enterprises in various industries such as consumer goods, technology, and services
How to select the best AI software for your e-commerce support team?
Now you know which solutions are best in class, let’s look at how to select the right one for your business. Choosing the wrong solution can be a costly mistake.
Here’s what to consider when selecting the right solution:
- Integration with your existing tech stack: Choose a tool that works where your team works, whether that’s Zendesk, Freshdesk, Teams, Slack, or another system. The more straightforward the integration, the faster the implementation and the lower the cost of change.
- Fit for your business type: Look for solutions tailored to e-commerce workflows. Tools purpose-built for your industry tend to outperform generic platforms when it comes to ROI, relevance, and speed of setup.
- Customizability and control: Modern AI software should give you full control. That means, make sure you’re able to customize tone of voice, business rules, workflows, and use cases, without writing a line of code.
- Training and transparency: AI that learns from your actual documentation (like help articles, return policies, and macros) is far more valuable than black-box systems. Choose tools that allow you to train, retrain, and tweak performance without putting in too much effort.
- Multichannel capability: Support isn’t just happening on your website. Make sure your AI can operate across multiple channels, from live chat and email to messaging platforms like WhatsApp or social.
- Customer experience, not just automation: A good AI doesn’t just deflect tickets—it enhances the experience. Look for tools that help your team deliver faster, more accurate, and more on-brand responses.
- Insight and improvement: Select software that gives you clear analytics on what your AI is doing, how it's performing, and where you can improve. Bonus points if you can act on those insights directly from a control panel.
Bonus tip: Book a demo. Demos aren’t just sales calls. They’re an opportunity for you to see how the platform works, while at the same time get some advice from experts. A demo also allows you to ask the right questions, all of which help you make the right decision.
Level up support with a unique AI agent that’s fully yours to control
Many AI solutions are missing the right soft skills. To make a difference in the e-commerce customer experience, you need to provide the right answer, in the right tone of voice, and lightning fast at all times.
That’s why we’ve built Neople. We’re here to solve your customer support challenges. There’s no need to scale your team with more headcount or struggle with overworked employees due to a huge backlog of tickets.
A Neople helps your team automate repetitive tasks and provide the right answer, in the right language and tone in no time. This allows you to increase the quality of your support team and positively surprise your customers with the best and fastest support possible.
With Neople Studio, your team stays in full control. You can train your Neople with real documentation, configure its tone of voice, adjust workflows, and monitor performance.
Here’s why Neople is the best solution for e-commerce support teams that want to scale support with AI but stay in control at the same time.
- Consistent brand voice: Neople learns and applies your tone of voice, ensuring every customer interaction feels authentic and on-brand.
- Always-on, multilingual support: Available in over 60 languages, Neople responds instantly, day or night, across your full customer base.
- Works wherever your team does: Neople integrates into your existing tools and workflows—no extra platform juggling required.
- Scales and adapts with you: Whether you’re preparing for peak season or scaling internationally, Neople grow with your business.
- Transparent, trainable, and easy to work with: Your team stays in the driver’s seat, with full control over how your Neople is trained and behaves.
- Ongoing guidance and support: Our customer success team helps you onboard, configure, and continuously optimize your setup.
- More fun at work: Neople takes over repetitive tasks, is joyful to work with and teaches your team to become an AI superuser. This gives your team more time to focus on meaningful conversations, and actually enjoy their work again.
Ready to give your support team superpowers? Hire a Neople and increase customer satisfaction while making your support team’s jobs more enjoyable at the same time. Book a free demo and discover how Bob, Emily, or Max can help you scale support.
Not sure yet? Our customers are great at sharing their experiences. Check out our case studies and discover how Neople transform how support teams work.
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