Best Conversational AI Chatbot for Customer Support: Top 11 Tools in 2025

Table of Contents

1 . Overview of a Conversational AI Chatbot in Customer Support

2. Essential Features of Conversational AI Chatbots

3. Top 11 Best Conversational AI Chatbots for Customer Support

4. How to Choose the Best Conversational AI Chatbot for Customer Support

5. The Future of Customer Support with Conversational AI

6. FAQ

According to Gartner, 80% of customer service firms use generative AI to enhance the customer service experience. Companies understand the increasing relevance of generative AI in developing a secure customer service plan for the future.

Here, conversational AI chatbots are gaining significant momentum by providing personalized assistance around the clock. This helps improve response times and handle bulk queries with utmost precision.

These chatbots also assist customers at every stage of the customer journey and allow human agents to handle more complex queries.

This blog explores the best conversational AI chatbots for customer support. Learn more about their features, benefits, and reviews to help you choose the best one for your business.

Overview of a Conversational AI Chatbot in Customer Support

A conversational AI chatbot is a software solution that employs ML and NLP to present human-like interactions (both text and speech) with customers.

It enables seamless two-way communication by combining text-based interactions with speech recognition technologies.

For example, a customer asks a chatbot, “How can I return my order?” by speaking to it. The chatbot understands the speech, processes the request, and responds with helpful text or voice instructions.

This mechanism has several components. NLP interprets the user’s purpose, while speech recognition turns spoken language into text.

The AI generates appropriate responses that can be delivered as text or converted back to speech with Text-to-Speech (TTS) technology. This allows for real-time conversations that feel more intuitive. Some benefits of employing customer service chatbot solutions are:

• Reduced wait times and increased CSAT
• Personalized customer support that boosts a brand identity
• Multilingual responses for a global reach

Essential Features of Conversational AI Chatbots

Here are the top features to consider when selecting the best conversational AI for customer service.

• Natural Language Processing (NLP): The chatbot must have powerful NLP skills to understand and reply to human language naturally.
• 24/7 Availability: Customers can get help whenever they need it thanks to a remarkable conversational AI that is available 24/7.
• Reporting and Analytics: Search for a conversational chatbot that provides analytics regarding user behavior and areas for improvement.
• Omnichannel Support: Find chatbot tools which can can assist your customer care endeavors by being accessible via live chat, websites, text messages, and other social media platforms.
• Sentiment Analysis: It allows the chatbot to decipher the purpose of a user’s inquiry, gauge consumer sentiment from text or tone of voice, and react appropriately.

Top 11 Best Conversational AI Chatbots for Customer Support

Here are the top 11 conversational AI chatbot tools to help you enhance your customer support offerings.

1. Kapture CX

Kapture CX is an AI-powered customer experience tool that helps companies streamline customer interactions and analyze consumer data to improve CSAT. It provides machine learning (ML)-capable chatbots driven by AI that serve various industries.

Features

• Advanced NLP: Integrates machine learning and natural language processing to offer real-time support and adaptive tone recommendations.
• Vertical Large Language Models (LLMs): Help with comprehending jargon and subtleties, ensuring prompt and accurate solutions that appeal to customers in specific industries.
• Sentiment Analysis and Intent Recognition: Offers personalized interactions and delivers contextually relevant responses by determining customer sentiments.
• Detailed Analytics: Provides in-depth reports and insights to help businesses identify patterns and improve the application of AI in customer support.
• Ticket Deflection: Anticipates customer queries and reduces the number of tickets they create. Use quick resolution to keep customers satisfied
• Continuous Learning:  Allows for ongoing learning from each client interaction to improve answer accuracy and workflow effectiveness continuously.
• Agent Handoff: Gives agents succinct, AI-generated conversation summaries to save time and focus on the issue at hand
• Multilingual Capabilities: Offers fluent communication in multiple languages to serve a global customer base, helping organizations globalize their brand
• Integrations: More than 1000 industry-specific, custom-built integrations for businesses with committed customer service
• 24/7 Availability: Provide customers with fast responses and relevant solutions at any time.

Pros

• Offers automated multilingual communications for its global clientele.
• Uses EKM security mechanisms to provide an extra degree of data protection.
• Optimize resource allocation and enhance productivity by freeing up your human agents.

Cons

Users may encounter a learning curve initially.

Ratings and reviews

• G2: 4.4/5 (190+ reviews)
• Capterra: 4.2/5 (N/A)

2. Intercom

Intercom employed OpenAI to develop the Fin chatbot to enhance its customer support system. Fin can comprehend difficult queries, follow up with clarifications, and break down complex topics, in addition to automating mundane tasks.

Features

• Multi-Source Generative Answers: Fin builds answers by using the most relevant data from multiple knowledge sources, which enables it to produce thorough answers and improves its ability to tackle customer queries.
• Multilingual: Automatically identifies and offers support in 45+ languages as per the choice of the customer.
• Real-time translation: Fin translates service content generated in any language and utilizes it to produce responses in the customer’s native tongue.
• AI Category Detection: Fin automatically recognizes customer queries regarding reservations or refunds, and either routes them to the relevant team or executes Workflows.

Pros

• Provides customized services by accessing customer data from various data sources.
• Offers CSAT ratings from AI-generated analysis of all of your client interactions.

Cons

• The intricacy of routing and automation systems might be burdensome.

Ratings and reviews

• G2: 4.5/5 (2900+ reviews)
• Capterra: 4.5/5 (1100+ reviews)

3. Zendesk Answer Bot

Zendesk AI agents are self-sufficient customer support bots that have been pre-trained on more than 18 billion real-world interactions. This helps them manage intricate requests and understand the subtleties of customer experience right away.

Zendesk answer bot allows businesses to offer round-the-clock multilingual assistance. Additionally, you can personalize a bot persona to match your business perfectly.

Features

• Easy Deployment: Once you activate chatbot-enhanced messaging, a standard bot can be deployed without additional effort.
• Self-service: Improves self-service by suggesting appropriate resources from the knowledge base to customers depending on their queries.
• Predictive Reaction: Quickens query resolution times by using historical interaction data to recommend responses to agents.

Pros

• Guarantees high-quality service with automated issue detection
• Extremely adaptable, which means teams can provide customized greetings and match the brand identity.

Cons

When a bot exacerbates an encounter and no human representative is available immediately, end users may have to wait.

Ratings and reviews

• G2: 4.3/5 (6100+ reviews)
• Capterra: 4.4/5 (4000+ reviews)

4. Drift

Drift chatbot is a conversational customer service tool that utilizes advanced NLP technology and offers seamless integrations to provide real-time assistance.

Features

• High-end Integration: Connects to well-known messaging apps like Microsoft Teams and Slack.
• Pre-built Templates: Contains an archive of conversational user interface elements and pre-made templates.
• User Engagement: Provides cutting-edge functions like booking appointments and quick call routing to available agents.

Pros

• Helps users get precise solutions to FAQs by guiding them to the knowledge resources.

Cons

• Expensive for small-scale businesses and requires coding skills

Ratings and reviews

• G2: 4.4/5 (1200+ reviews)
• Capterra: 4.5/5 (190+ reviews)

5. Tidio Lyro

Tidio is a customer care platform that helps your team increase ROI and provide better customer service.

Additionally, Tidio Lyro is an AI-powered chatbot that interacts with your customers in real-time and offers a user-friendly interface for query resolution around the clock.

Features

• Personalised widgets: Enables chat widgets to be tailored to the look and style of your business.
• 24/7 Availability: Helps to address questions even when offline by automating answers and interacting with customers 24/7.
• Analytics and reporting: Offers information on CSAT and chat analytics to enhance service tactics.

Pros

• Proactively strikes up a conversation based on certain user actions or the amount of time spent browsing the website.
• Provides a range of price points to accommodate companies of all sizes.

Cons

• Lacks support for certain CRM and CMS systems

Ratings and reviews

• G2: 4.7/5 (1640+ reviews)
• Capterra: 4.7/5 (460+ reviews)

6. Freshchat by Freshworks

Freshchat acts as a single, cohesive platform from which customer support teams can communicate, using Freddy, the robust AI-powered chatbot. The platform provides a hub for real-time live chat across numerous digital platforms.

Features

• Templates: Provides readymade bot templates for a range of applications to help you level up its functionality.
• Human-Like Responses: Instead of using robotic responses, allows you to employ human-like ones to engage customers in casual conversation.
• Smooth Integration: Links your custom bot to a team inbox and messaging system for personalized support.

Pros

• Provide scalable, individualized, seamless interactions via Facebook Messenger, WhatsApp, the web, or API connections.
• Create complex flows using a visual drag-and-drop user interface, temporal logic, formulae, and rich content.

Cons

• Few integrations with well-known third-party applications

Ratings and reviews

• G2: 4.4/5 (490+ reviews)
• Capterra: 4.1/5 (N/A)

7. Ada

Ada is a chatbot platform that automates customer care using AI and NLP. It can help companies offer customers individualized experiences on a broad scale.

Features

• Human-like Responses: Handles complicated questions easily using an AI chatbot that comprehends context and responds organically.
• Insights: Provides integrated dashboards and real-time information to comprehend how well your AI agent is performing across channels.
• Continuous Training: Allows chatbots to develop, learn, and work around the clock, continuously enhancing your service processes.

Pros

• Verifies that conversations are appropriate and secure by running each response through patented safety checks.
• Offers an easy-to-use interface and deployment process for non-technical users.

Cons

• Limited ability to customize dashboards and reports

Ratings and reviews

• G2: 4.6/5 (150+ reviews)
• Capterra: 4.7/5 (N/A)

8. HelpCrunch

HelpCrunch offers a sophisticated customer service chatbot to automate your customer support processes, ranging from complex to simple tasks.

Features

• No Code Chatbot: A powerful chatbot editor without coding that lets you create flows using pre-made templates
• Agent assigning: Tags and forwards a query to the appropriate agent or department automatically.
• Knowledge Base: Offers resources from the knowledge base in response to consumer requests.

Pros

• Provides a user-friendly chatbot that is highly scalable as per your business needs

Cons

• Lack of extensive reporting features

Ratings and reviews

• G2: 4.7/5 (220+ reviews)
• Capterra: 4.8/5 (190+ reviews)

9. Botsify

Botsify allows businesses to easily construct custom chatbots for their websites and other messaging apps. The platform’s straightforward drag-and-drop interface facilitates chatbot development.

Features

• Multilingual: Allows businesses to serve global clientele and reach a worldwide audience in more than 100 native languages.
• Integrations: Offers advanced integrations with third-party apps and maintains high security levels.
• Omnichannel Support: Embed the chatbot across multiple platforms like Facebook, WhatsApp, Instagram, and the official Website to scale CX.

Pros

• Easy-to-use drag-and-drop template creation doesn’t require any coding knowledge.

Cons

• Botsify’s pricing isn’t startup-friendly. The expense of the expert features is high.

Ratings and reviews

• G2: 4.2/5 (N/A)
• Capterra: 4.5/5 (N/A)

10. Salesforce Einstein Bots

Salesforce Einstein bots are smart chatbots that can assist with customer support and service within Salesforce. They can be employed to direct problems to live operators and offer customized service solutions.

Features

• Scalable: Einstein Bots API broadens the methods for delivering services to customers by connecting to numerous endpoints.
• High-end Security: The Einstein Trust Layer obscures personally identifiable information and establishes precise guidelines that bots must follow.
• Built-in Templates: Offers a wide range of bot templates specifically designed for your use cases.

Pros

• Seamless integration of rich media
• Easy access to bot performance metrics

Cons

• Users who are not familiar with generative AI may face a steep learning curve.

Ratings and reviews

• G2: 4.4/5 (23000+ reviews)
• Capterra: 4.4/5 (18000+ reviews)

11. LivePerson

LivePerson utilizes the latest large language models and offers businesses conversational AI solutions that span multiple channels.

Features

• Conversational Insights: Offers data and actionable insights to optimize conversations and drive customer engagement.
• VoiceBot and IVR deflection: Diverts voice to message to boost productivity and customer satisfaction.
• Message Templates: Uses pre-approved WhatsApp Templates and the Proactive Messaging Service to send outbound communications to customers.

Pros

• Simplifies user selection during a service interaction by offering up to 10 menu options.

Cons

• Options for chat transcriptions are limited

Ratings and reviews

• G2: 4.2/5 (160+ reviews)
• Capterra: 4.4/5 (N/A)

How to Choose the Best Conversational AI Chatbot for Customer Support

The following are factors to consider to selecting the best conversational AI chatbot for support:

1. What are Your Business Goals?

State your objectives for the chatbot. Are you trying to enhance customer outreach or optimize internal procedures?

Having specific goals aids your selection process and ensures that the chatbot supports your strategic vision.

2. Ensure Scalability

Your needs will expand along with your business. Pick a chatbot that can scale with you, whether that means managing higher user traffic, integrating with new systems, or gradually introducing more sophisticated features.

As your needs change, a scalable solution will spare you the trouble of switching platforms.

3. Look for CRM Integrations

According to WebFX, 92% of businesses think that CRM plays an integral part in increasing their revenue.

Search for a chatbot that can easily interface with your customer relationship management (CRM) program. This will enable you to provide individualized, savvy, and multilingual support based on your recorded client data, automate repetitive tasks, and expedite problem resolution.

4. User-Friendliness

Your customers and employees need an intuitive and seamless interface. Look for chatbots with a simple design that are easy to set up and use. Your team needs to handle conversations and adjust easily, without a significant learning curve.

5. Customer Support and Training

Consider how much training and support your selected solution provides. Make sure they offer extensive resources like

• Manuals
• Tutorials
• Personalized assistance

Additionally, customer service may be helpful when you encounter issues or need upgrades for your chatbot.

The Future of Customer Support with Conversational AI

According to Markets and Markets, the global market for AI in customer service is expected to grow at a CAGR of 25.8% from 2024 to 2030.

Conversational AI with high-end features offers live translation and personalized assistance. It will continue to aid customer service agents by scaling up their productivity and efficiency.

Explore the features of a conversational AI chatbot suitable for your business needs with Kapture CX. From sentiment analysis to intent recognition, we offer conversational AI chatbots that tailor real-time, personalized interactions.

Book a free personalized demo to understand how our conversational AI chatbot can improve your CX.

FAQs