The number of virtual agent software tools has been growing over the last few years, with plenty of solutions available on the market. But how do you compare them, and which one is the best for your business? Look no further—we’ve reviewed the top solutions in the market and will leave it up to you to decide which one suits you best.
In short
- Neople: Best for e-commerce businesses of any size
- Kustomer: Best for enterprise businesses
- Tidio: Best for small to medium-sized businesses across various industries
- Zendesk: Best for businesses of all sizes and in multiple industries
- Freddy AI by Freshworks: Best for a diverse audience across multiple industries
- LivePerson: Well-suited for large enterprises, e-commerce, financial services, healthcare, and telecom industries
- Trengo Helpmate: Best for SMBs, e-commerce companies, and customer service-driven organizations
- Conversational AI Cloud by CM: Best for SMBs, e-commerce, customer service teams, and enterprises across various industries
- Gorgias: Best for fast-growing e-commerce stores using Shopify or Magento
What is virtual agent software exactly?
Virtual agent software, also known as conversational agents or AI-powered chatbots, is a technology that automates interactions between users and a system through natural language processing (NLP). These agents can simulate human-like conversations, responding to user queries or guiding them through tasks, typically via a chat interface or through voice interactions.
What can virtual agent software do?
- Automate conversations by answering questions and providing support
- Use natural language processing to understand and interpret the human language
- Use AI and machine learning to improve interactions over time
- Personalize interactions to align with a company’s brand and tone of voice
- Offer multichannel support such as on websites, apps, and mobile devices
Now that you know how virtual agent software is defined and what it’s capable of, let’s explore the best-reviewed solutions on the market and what they are best suited for.
The 9 best virtual agent software solutions for e-commerce support
1. Neople
Neople brings a new kind of fully integrated AI agent to e-commerce support teams. Unlike standard bots or simple automation tools, a Neople behaves more like an actual team member, ready to take on repetitive tasks, respond in your brand voice, and tap into your internal knowledge base.
Your Neople gets up to speed fast by learning from your help docs, connected systems, and past conversations. That means it knows not just what to say, but how to say it, and where to find the answers your customers need.
With the newly launched Neople Studio, you stay in control. No coding required. Easily shape how your AI works, from customizing tone and formats to building workflows, tracking results, and deciding where automation fits into your process.
The more you work, the smarter your Neople become. Edits and feedback are automatically absorbed to improve future responses. Whether you’re scaling globally, managing surges in volume, or juggling complex workflows, your Neople adapts right alongside your team.
And wherever your support team hangs out, whether that’s Slack, Teams, Zendesk, Freshdesk, Trengo: your Neople integrates right there with them.
Website: Neople.io
Best for: E-commerce businesses of any size
Key features:
- AI-powered answer suggestions
- Natural language processing as they are trained on company data
- Tone of voice adaptation to match brand style
- Automation of various routine tasks like labeling, retrieving order information and handling returns
- Cross-platform integration with existing platforms such as Slack, Teams, Trengo, Zendesk and more
- 24/7 availability and multichannel support
- Handoff to support teams
- Neople studio training to move towards autonomous replies
- Proactive insights by simplifying complex data into actionable advice
- Analytics on AI performance and edited suggestions
“For anyone considering working with Neople, the biggest advantage is the time savings. It frees up your team to focus on making a real difference for customers instead of constantly answering repetitive questions.” - Pam van Nuland, Lead Webcare Specialist, Shoeby
2. Kustomer
Kustomer is a customer service platform that integrates AI-driven virtual agents to improve customer support and automate interactions. It offers businesses the ability to streamline customer service by combining human and automated responses, creating one experience across multiple communication channels.
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.
Website: Kustomer.com
Best for: Enterprise businesses
Key features:
- AI-powered customer service for routine inquiries
- Omnichannel support via email, chat, social media and messaging apps
- Contextual conversations
- Automation of repetitive tasks
- Customizable workflows
- Insights into trends, common issues and areas for improvement
- 24/7 availability
3. Tidio
Tidio is a customer service and live chat platform that integrates virtual agent software powered by AI to help businesses automate customer interactions and improve response times. It combines live chat, chatbots, and AI-driven virtual agents into a single, easy-to-use interface, allowing businesses to engage with customers in real-time or through automated processes.
Website: Tidio.com
Best for: Small to medium-sized businesses across various industries
Key features:
- AI-powered chatbots such as Lyro by Tidio
- Multichannel integrations
- Customizable chat widgets
- Hand-off from bot to support teams
- Analytics and reporting to track customer service effectiveness
- Multi-language support
4. Zendesk
Zendesk is a powerful virtual agent and customer support platform designed to improve the customer experience. It offers a wide array of features that steamline both customer interactions and internal workflows, making it a great choice for businesses seeking efficiency and scalability.
Website: Zendesk.com
Best for: Businesses of all sizes and in multiple industries
Key features:
- AI-powered answer booths
- Multichannel integration
- Customizable workflows
- Handoff to live agents
- Proactive triggers for website visitors
- AI-powered self-service
- Data-driven insights and analytics
- Third party integrations
- Multilingual capabilities
5. Freddy AI by Freshworks
Freddy AI is the AI-powered virtual assistant platform offered by Freshworks. It integrates across Freshworks' customer engagement and service products to help automate tasks, provide intelligent insights, and improve overall customer experience by reducing response times and improving support quality.
Website: Freshworks.com
Best for: A diverse audience across multiple industries
Key features:
- AI-powered chatbots
- Contextual conversations
- Automation of repetitive tasks
- Handoff to agents
- Predictive insights
- Omnichannel support
- Self-service capabilities
- Sentiment analysis
- Multilingual support
6. LivePerson
LivePerson is a conversational AI platform that enables businesses to deploy AI-powered chatbots across multiple digital channels, such as messaging apps, websites, and social media. It allows businesses to automate customer interactions, enhance engagement, and provide 24/7 support while maintaining a human-like conversational experience.
LivePerson focuses on creating personalized, scalable, and automated customer support solutions through its AI-driven virtual agents.
Website: LivePerson.com
Best for: Well-suited for large enterprises, e-commerce, financial services, healthcare, and telecom industries
Key features:
- Conversational AI
- Omnichannel messaging
- Intent recognition
- Human handoff
- Customizable workflows
- Proactive engagement
- Analytics and insights in customer conversations
- AI-powered self-service
7. Trengo Helpmate
Trengo Helpmate is a conversational AI solution that enables businesses to automate customer service and internal support through AI-powered virtual agents. Designed to handle a wide range of customer inquiries, Helpmate is integrated within the Trengo omnichannel platform, allowing businesses to provide efficient, 24/7 customer support across multiple communication channels.
It organizes the way companies handle customer interactions by reducing response times, automating routine tasks, and improving overall customer satisfaction.
Website: Trengo.com
Best for: Small to medium-sized businesses (SMBs), e-commerce companies, and customer service-driven organizations
Key features:
- Omnichannel support
- AI-powered chatbots
- Handoff to human agents
- Customizable workflows and automations
- Self-service capabilities
- Proactive engagement with automated messages
- Analytics on chatbot performance and interactions
- Collaboration tools for team members
- Multilingual support
8. Conversational AI cloud by CM
CM.com's Conversational AI Cloud is a powerful platform designed to help businesses automate customer conversations using AI-powered chatbots and voicebots. The platform allows businesses to create and deploy AI-driven bots across various communication channels without requiring coding expertise. The focus is on enabling self-service, providing 24/7 customer support, and reducing operational costs by automating routine tasks and inquiries.
Website: CM.com
Best for: SMBs, e-commerce, customer service teams, and enterprises across various industries
Key features:
- AI-powered chatbots and voicebots
- No-code setup with drag and drop interface
- Omnichannel support
- Customizable tone of voice
- Pre-built conversational flows
- Self-service solutions
- Human handoff
- Integrates with existing business systems
- Real-time analytics and insights
9. Gorgias
Gorgias is a conversational platform for ecommerce businesses that want streamlining how they manage customer service and sales conversations. Designed with AI at its core, the tool understands and responds to common questions, and automates recurring tasks. Think of things like tracking orders, handling returns, or offering tailored product suggestions. Gorgias does this across various channels, including chat, SMS, email, and social platforms.
Rather than relying on manual replies, teams can let Gorgias handle repetitive questions, for which the conversational platform recognizes what customers need and proposes helpful responses. This reduces workload while keeping support experiences feeling personal and human.
Website: Gorgias.com
Best for: Fast-growing e-commerce stores using Shopify or Magento
Key features:
- AI-based intent recognition and suggested replies
- A unified inbox covering all key messaging channels
- Workflow automation for routing, labeling, and messaging
- Prebuilt order tools and shortcuts to resolve requests quickly
- Tools for tracking service quality and customer satisfaction
What to look for in virtual agent software for e-commerce
When selecting virtual agent software for e-commerce, it's important to understand what key features and possibilities are crucial for an optimal. You want to optimize the customer experience on the one hand and improve the business efficiency at the same time.
Let’s have a look at the different aspects to consider when selecting virtual agent software for your e-commerce business.
AI-powered automation: Look for software that uses AI to automate routine tasks such as improving FAQs, retrieving order tracking, and handling return-related questions. This reduces the manual workload and provides instant support to customers.
- Omnichannel capabilities: The software should support communication across multiple channels like websites, social media, chat apps, and email, ensuring consistent customer service no matter where the interaction takes place.
- Personalization and recommendations: Make sure the virtual agent can offer personalized responses and product recommendations based on customer information, preferences and the right company data, which improves the shopping experience and leads to increased conversions overall.
- Integration with different platforms: The software should easily integrate with your existing e-commerce platforms, CRM, internal communication channels and marketing tools to optimize operations and provide unified customer data for a better experience.
- Scalability and performance: Choose a solution that can scale as your business grows, handling an increasing volume of inquiries without sacrificing performance or response times.
- Training and control: The platform should allow for easy training and customization of the virtual agent to align with your specific business needs, helping you to fine-tune responses and control over how the agent interacts with customers.
Looking into the different software solutions and keeping these aspects in mind will help you make an informed decision. This will allow you to select software that improves your operational efficiency and increases customer satisfaction in e-commerce.
Why Neople is the virtual agent that helps you improve support
Whether you're just starting to explore AI in your support team or you’ve already dipped your toes into generative AI, Neople’s fully integrated AI Agent is ready to support your next step.
Plenty of platforms are layering AI into their features, but when it comes to customer service, that can backfire. One wrong answer can damage trust, especially when it doesn’t reflect how your team would normally respond.
That’s why we do things differently. Neople builds tailored virtual agents for e-commerce brands, trained directly on your internal resources and fine-tuned with input from your team. Our customer success experts guide you through setup, and eventually, your Neople will be able to guide new team members, too.
From answering recurring questions to matching your brand voice with every response, a Neople keeps things accurate, on-brand, and fast. Teams using Neople often report sharper support quality and a more enjoyable day-to-day for their agents.
The impact? On average, companies using Neople cut first reply times by 42%, boost CSAT by 10% or more, and shave 35% off time spent per ticket.
Don’t just add another support tool. Bring in a fully integrated AI coworker that helps your team thrive, and keeps your customers coming back. Book your free 30-minute demo now.
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