Top 6 AI Helpdesk Solutions for Enhanced Customer Support

AI helpdesk software leverages natural language processing (NLP) and machine learning (ML) to streamline customer service tasks. These tools can autonomously address common inquiries, assist customers in resolving their issues, and help businesses manage and prioritize support tickets, depending on the chosen solution.

Managing customer service can be challenging, especially for businesses with large customer bases and numerous support tickets. AI helpdesk software can provide a solution, but selecting the right tool is crucial. 

At Chatmason, we specialize in creating AI support solutions and have curated a list of the top AI helpdesk software tools on the market. Continue reading to discover more.

Understanding AI Helpdesk Software

AI help desk software is a specialized AI tool that employs natural language processing (NLP) and machine learning (ML) to enhance customer service management. These tools are capable of autonomously addressing common user inquiries, assisting customers in resolving their issues, and aiding businesses in organizing and prioritizing support tickets, depending on the specific software in use. 

Consider Chatmason as an example. Your chatmason chatbot can be trained using documentation, pricing pages, FAQs, knowledge bases, and more to provide accurate answers to customer questions 24/7. By integrating chatmason into your website, you offer customers a more personalized experience by promptly responding to their requests.

Advantages of Utilizing AI Helpdesk Software

Efficient Ticket Resolution: AI helpdesk software can automate numerous customer interactions, significantly improving ticket resolution efficiency and allowing your team to focus on more complex issues. For instance, AI chatbots can be programmed to autonomously handle common queries and troubleshoot basic problems, thereby reducing resolution times. Studies show AI chatbots can resolve up to 80% of common customer inquiries

Enhanced Self-Service: AI help desk tools, such as chatbots or virtual assistants, can guide customers to relevant resources or direct them to help centers and FAQ pages, promoting self-service and increasing ticket deflection. This contributes to a decrease in ticket volumes and further optimization of your customer support. A study shows that AI chatbots can deflect up to 50% of customer support tickets by resolving simple inquiries or directing users to self-service solutions.

Valuable Customer Insights: AI helpdesk software enables the monitoring of customer conversations, tracking of user activity, and identification of common concerns, providing valuable insights into user experience and overall satisfaction. Companies using AI-powered helpdesk software saw a 30% increase in identifying common customer pain points compared to traditional methods. This resulted in a 20% reduction in repeat support tickets due to proactive solutions being implemented.

Key Factors to Consider When Selecting AI Helpdesk Software

• Scalability and data protection: Ensure that the AI helpdesk software you select can easily scale up or down based on your changing business needs. Additionally, investigate the security measures in place to protect your data and maintain its integrity.
• Automated process and Integration: When choosing AI helpdesk software, it’s crucial to assess the available automation features and third-party integrations. The ideal software should seamlessly integrate with your existing tools to create a more streamlined workflow.
• Customer Feedback and Analytics: Opt for an AI solution that provides detailed analytics on ticket resolution rates, customer interactions, and the overall performance of your support team. This will enable you to closely monitor your productivity and customer satisfaction levels.

Top 6 AI Helpdesk Software for Enhanced Engagement and User Satisfaction

Having explored the fundamentals, let’s delve into the best AI helpdesk software solutions for improving engagement and user satisfaction. We’ve examined the pricing options and key features of each tool to provide you with all the necessary information to make an informed decision for your business.

If you’re short on time, here’s a quick overview of the AI tools we’ll be discussing:

1. Chatmason : Future-focused AI helpdesk solution
2. Intercom: Excellent for automating omnichannel support.
3. Help Scout: Great for managing customer conversations with AI assistance
4. Freshdesk: Suitable for AI-powered ticket management.
5. Custify: Useful for understanding customer health.
6. Zendesk:  Prioritizes Customer queries

1. Chatmason

ChatMason is piloting a future-focused AI helpdesk solution (currently in beta). Expect smarter ticketing, self-service options, and personalized chat interactions, all powered by AI.

Key Features

ChatMason is prepping for the future of AI helpdesk solutions

• Smarter Ticketing: AI chatbots will handle routine tasks, freeing agents for complex issues.
• Self-Service on Deck: Customers will get help across channels and access AI-powered knowledge bases.
• Personalized Chat Coming Soon: Chatbots will understand user intent and have natural conversations.
• Data-Driven Insights Planned: Analyze chatbot performance and customer needs to optimize your future AI helpdesk.

Pricing

Pricing not available on website, free trial available

2. Intercom

Intercom is a versatile support platform that integrates ticketing, live chat, and AI functionalities. A standout AI feature is Fin, a conversational support bot that learns from your data to offer automated customer assistance. The help desk is further enhanced by AI, with capabilities for generating quick responses, adjusting lengths and tones, and analyzing sentiment.

Key Features

• Rapid Setup: Easily set up and train your chatbot in minutes using articles, help centers, and any public URL.
• Agent Transfer: Fin automatically escalates conversations to human agents if it’s unable to resolve a query.
• Track Conversations: Keep an eye on your bot’s conversations through a shared inbox to ensure all responses are accurate and appropriate.

Pricing

Fin is available with all of Intercom’s paid subscriptions:

• Essential: $39/month
• Advanced: $99/month
• Expert: $139/month

Pros and Cons

Pros:

• Omnichannel support.
• Free trial available.
• Custom answers.
• No-code chatbot creation.
• Seamless agent transfer.
• Customizable bots.

Cons:

• No free plan.
• Limited analytics on lower-tier plans.
• Restricted customization options.

3. Help Scout

Help Scout empowers agents with AI features like grammar checkers and Beacon, an AI chatbot. It uses AI to suggest relevant help articles and self-service options to customers, proactively resolving their issues and reducing support tickets.

Key Features

• Artificial Intelligence Help Center: Proactively recommend help center articles and other self-service resources to customers based on their behavior.
• Artificial Intelligence Assist: AI boosts ticket handling: fix typos, shorten responses, adjust tone – all with one click.
• Artificial Intelligence Summarize: Quickly condense lengthy conversations into bullet-point summaries with just one click, thanks to AI summarization.

Pricing

Help Scout offers three paid plans:

• Standard: $20/user/month
• Plus: $40/user/month
• Pro: $65/user/month

The base plan includes access to over 100 integrations, AI Assist, and two mailboxes (for both email and live chat). As you move to higher-tier plans, you gain advanced permissions, increased API access, and AI summaries.

Pros and Cons

Pros:

• 15-day free trial.
• Custom fields.
• AI summarization.
• API access.
• Over 100 integrations.
• Promotes self-service.

Cons:

• Priced per user, which can become costly.
• Limited AI functionality on the base plan.
• Restricted number of users.

4. Freshdesk

It is a help desk software that specializes in ticket management and enhancing agent efficiency with its AI assistant, Freddy. It utilizes AI to automate ticket prioritization, categorization, and routing, streamlining the ticket management process. Its omnichannel support ensures faster and more efficient support across various platforms.

Key Features

• Auto-Assign Tickets: Automatically assign tickets to the appropriate agents to expedite ticket resolution.
• Supercharge Agent Productivity: Consolidate all customer conversations from multiple channels in one place. Freddy AI offers suggested responses, event summaries, and recommended actions.
• Analytics: Freddy analyzes performance data to provide insights into your team’s productivity and suggests ways to improve efficiency.

Pricing

Freshdesk provides a free plan with analytics, AI-powered ticket organization, and team collaboration features. Premium plans offer additional features such as custom reports, automation, and multilingual support. The available plans are:

• Growth: $15/agent/month
• Pro: $49/agent/month
• Enterprise: $79/agent/month

Pros and Cons

Pros:

• Free plan available.
• Skill-based routing.
• Comprehensive analytics and reporting.
• Support for team collaboration.
• Customizable ticket fields.
• Multilingual support.

Cons:

• No custom plans.
• Limited automation features on the free plan.
• Freddy AI is only included in the Enterprise plan.

5. Custify

Custify is a customer analytics tool that focuses on monitoring and analyzing customer data. It provides in-depth customer analytics and allows you to create playbooks that automate various processes, such as sending onboarding or welcome emails, messaging users with low engagement levels, assigning tasks, and more.

Key Features

• Customer Segmentation: Segment customers based on usage or account details to enhance the organization of your ticket management.
• Customer Health Score: Aggregate data from various third-party sources to generate a dynamic health score for each customer account.
• Playbooks: Develop flexible workflows to automate a range of activities, including emailing or messaging customers, integrating renewal processes, receiving alerts about changes in user behavior, assigning customer accounts to agents, and more.

Pricing

Contact sales for a customized quote.

Pros and Cons

Pros:

• Detailed customer analytics.
• Numerous third-party integrations.
• Task assignments.
• Alerts and reminders.
• Centralized dashboard.
• Personalized renewal processes.

Cons:

• No pricing details available on their website.
• Limited AI functionality.
• Restricted customization options.

6. Zendesk 

“Intelligent Triage” prioritizes customer inquiries, ensuring urgent issues are addressed first. Additionally, AI-powered bots handle routine requests, freeing up human agents for more complex situations.

Key Features

• Intelligent Ticketing & Routing: Zendesk utilizes AI for “Intelligent Triage,” which analyzes incoming tickets and prioritizes them based on urgency or pre-defined criteria. This ensures critical issues are addressed first and streamlines the workflow for support agents.
  
• AI-powered Self-Service: Zendesk offers AI-powered chatbots like “Answer Bot” that can answer common customer questions and deflect simple inquiries. Additionally, it can suggest relevant knowledge base articles and self-service resources based on a customer’s query, empowering them to find solutions independently and reducing ticket volume.
  
• Enhanced Agent Productivity: Zendesk provides AI features like smart suggestions for responses and automatic grammar checking. This reduces the time agents spend composing responses and minimizes errors, improving overall efficiency.
  
• Customer Insights & Analytics: Zendesk leverages AI to analyze customer conversations and identify trends in issues, sentiment, and behavior. This data empowers businesses to understand customer needs better, improve their products or services, and proactively address potential problems.

Pricing

Zendesk offers tiered pricing plans with varying features. Consider your specific needs and budget when choosing a plan.

• Team plan: ~$55/agent/month
• Growth plan: ~$89/agent/month
• Professional plan: ~$115/agent/month 

Pros and Cons

Pros:

• Zendesk’s “Intelligent Triage” prioritizes tickets and AI-powered chatbots like “Answer Bot” deflect simple inquiries, reducing workload for agents.
• Features like smart response suggestions and grammar checking save time and minimize errors for agents.
• Self-service options and AI-powered chatbots provide faster resolutions for basic issues, leading to happier customers.
• Zendesk analyzes customer conversations, helping you understand customer needs and identify areas for improvement.

Cons:

• While tiered plans offer flexibility, costs can add up quickly with larger teams (consider per-agent pricing).
• The platform can have a learning curve, especially for users unfamiliar with helpdesk software.
• Basic plans may offer fewer customization options compared to competitors.

Conclusion: Enhancing Customer Support with AI Automation

Managing customer support often involves repetitive tasks, making it advantageous to leverage AI tools like Chatmason to automate these workflows and interactions. By implementing Chatmason, you can offer immediate response to customers and address common queries without the need for human intervention.

Explore the benefits of AI-driven customer support by trying out our free plan and start automating your customer service today.