Top 10: AI-base software for customer service

2023. Microsoft brings an AI-powered Copilot to Dynamics 365



Microsoft is introducing a new AI tool called Copilot, which aims to automate repetitive tasks in sales and customer service. In applications such as Dynamics 365 Sales and Viva Sales, Copilot can assist in composing email responses to customers and generate an email summary of Teams meetings in Outlook. The meeting summary incorporates information from the seller's CRM, including product details and pricing, and combines them with insights gathered during the recorded Teams call. In Dynamics 365 Customer Service, Copilot can draft "contextual answers" for customer queries in chat or email formats. It also provides an interactive chat experience for customer service agents, drawing from knowledge bases and case history. Additionally, Microsoft's AI Builder tool features a new "GPT" model that enables organizations to integrate text-generation capabilities into their Power Automate and Power Apps solutions, complementing the conversation boosters provided by Copilot.


2022. Aisera lands $90M to automate customer service requests with AI



Aisera, a startup specializing in the development of an AI-driven support ticketing system, has announced the successful completion of a Series D funding round, raising $90 million. Recognizing the demand for predictive AI solutions that can automatically resolve customer service, IT, sales, and operations issues, Aisera was created. By leveraging AI technology, the platform seamlessly integrates with existing systems of record, including help desk portals, to address incoming inquiries and requests. Aisera's platform employs a combination of language-analyzing AI and robotic process automation (RPA) to learn and resolve issues. RPA technology aims to replicate human interaction with software to efficiently perform repetitive tasks at scale. While the concept of RPA is not new, with vendors like Automation Anywhere and UiPath claiming similar capabilities, Sudhakar, the founder of Aisera, emphasizes that their brand of RPA is specifically tailored for customer and employee service use cases.

2022. Neuron7 raises $10M to help customer service agents find solutions



Neuron7, a startup that utilizes natural language processing to analyze customer service records, has successfully raised $10 million in funding. The company's primary objective is to assist agents and technicians in resolving product-related issues more effectively. Neuron7 achieves this by parsing and extracting insights from various sources such as knowledge bases, product documentation, customer support call logs, and transcripts. By leveraging this collective intelligence, Neuron7 guides users through a step-by-step process, aiding in the diagnosis and resolution of problems. While Neuron7 faces competition from established players like Salesforce, as well as rivals such as Zingtree and Talla, which combine automation and machine learning with customer content, it distinguishes itself through its innovative approach. Another player in the market, Ultimate.ai, offers an AI-driven service that provides real-time assistance to staff handling customer queries.


2022. Zoom dives deeper into intelligent customer service with Solvvy acquisition



In the previous year, Zoom expressed interest in acquiring Five9 as a means to enter the customer service domain. Although the deal eventually fell through, Zoom's determination to establish a presence in customer service remained unwavering. Earlier this year, the company unveiled a new customer service solution, leveraging its existing capabilities to provide an integrated customer service experience within the Zoom toolset. Building upon this foundation, Zoom has recently announced its intention to acquire Solvvy, a nine-year-old startup specializing in conversational AI. By incorporating Solvvy's technology, Zoom will gain enhanced automation and intelligence, enabling the resolution of routine queries without human intervention.


2022. Customer service automation startup Lang lands $15M



Lang.ai, a startup dedicated to developing an advanced platform that automatically categorizes customer conversations to expedite the resolution of service issues, has successfully raised $15 million in funding. Lang.ai leverages the power of AI to extract meaningful concepts from customer requests within popular help desk platforms like Zendesk and Intercom. This no-code solution enriches incoming messages, encompassing emails and texts, with relevant labels such as "Talk to agent," "Delivery issue," and "Platform question." By utilizing Lang.ai, companies gain the ability to visually group identified concepts within customer support data and establish automated workflows triggered by specific labels. For example, they can promptly respond to inquiries about package deliveries by using predefined responses.


2021. Zendesk acquires AI automation startup Cleverly to advance customer service



Zendesk has recently revealed its acquisition of Cleverly, an early-stage artificial intelligence startup. Cleverly offers an advanced product platform equipped with various AI-powered features. This includes a triage function that automatically assigns relevant tags to incoming service requests, facilitating efficient workflow categorization. Moreover, Cleverly provides AI-powered human augmentation through its agent assist capability, which assists customer service agents in delivering accurate responses to inquiries. Cleverly's technology seamlessly integrates with Zendesk and Salesforce, enabling enhanced customer support experiences for businesses leveraging these platforms.


2021. Zoomin raises $52M to help companies turn disparate product content into useful customer support data



Zoomin, an Israeli startup, has secured $52 million in a Series C funding round. The company utilizes a combination of machine learning, natural language processing, and big data techniques to assist businesses in creating self-service experiences. These experiences gather information and provide answers by aggregating content generated by both customers and the company across various channels. Zoomin operates in real-time, accessing content from its source, and delivers answers to the same locations. This includes documentation sites, customer service portals, support communities, product applications, and any platform where individuals seek assistance or engage in conversations. These channels serve as the primary sources of information that Zoomin's technology analyzes and utilizes.


2021. Glia raises $78M for its integrated AI-based customer service platform



Glia, a company that has developed a platform capable of integrating and managing various customer support channels, while also providing tools to assist agents in actively accessing a customer's app or web page to aid them in locating information or resolving issues, has announced the successful completion of its Series C funding round, securing $78 million. Glia stands out due to its unique approaches in engaging with users. One notable feature is the ability for agents to join the user's screen, enabling them to guide the user and observe their actions. Additionally, Glia equips agents with tools to provide coaching on appropriate questions, phrasing, and relevant answer links. The company also develops virtual customer service assistants to handle simpler inquiries.


2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises



ServiceNow, the prominent cloud-based IT services company, has made a significant acquisition as part of its long-term strategy to establish a dominant presence in the realms of automation and artificial intelligence for enterprises. The company has acquired Element AI, a startup specializing in AI-driven IT services for businesses. This move exemplifies ServiceNow's ongoing efforts to build a modern platform that aligns with the evolving needs of the digital era. Although ServiceNow was established in 2004 and is not considered a traditional legacy business, it strives to position itself as the leading provider of "digital transformation" solutions. This term has gained prominence in the enterprise IT services landscape as organizations urgently adapt to conducting more online, leveraging cloud technologies, and operating remotely in response to global health challenges and future uncertainties.


2020. Ushur raises $25M for its no-code platform to build customer communication flows



A startup called Ushur has secured $25 million in a Series B funding round, bringing its total funding to $36 million. Ushur has developed a platform that enables businesses to create AI-powered customer communication flows without the need for coding expertise. The startup primarily focuses on the insurance sector, which involves significant customer interactions and data collection during conversations. Ushur's clientele in the insurance industry includes prominent companies such as Aetna, Irish Life, Tower Insurance, and Unum. These organizations leverage Ushur's platform to build chatbots, referred to as Virtual Customer Assistants, automated email response flows known as SmartMail, and tools that enhance the efficiency of customer service agents in providing prompt assistance. Ushur's innovative solutions cater to the specific needs of the insurance sector and empower businesses to optimize their customer communication processes using AI technology.


2020. Salesforce beefing up field service offering with AI



Salesforce is introducing AI-powered enhancements to its field service offerings, leveraging the capabilities of artificial intelligence. One of the key additions is Dynamic Priority, which allows the machine to set repair priorities based on factors such as service agreement type and criticality, streamlining call organization and enabling dispatchers to focus on other tasks. Furthermore, Salesforce aims to provide customers with a similar experience to tracking a driver's progress in a rideshare app. The introduction of Appointment Assistant, a new application, empowers customers to track the arrival time of their assigned repair person, ensuring they are aware of when to expect them.


2020. Kustomer acquires Reply.ai to enhance chatbots on its customer service CRM



CRM startup Kustomer has announced its acquisition of Reply.ai, a Madrid-based startup. Reply.ai has developed a code-free platform that enables companies to create customized chatbots for efficient handling of customer service inquiries. These chatbots utilize machine learning to continuously improve their responses over time. Reply.ai's impressive client roster includes renowned brands such as Coca-Cola, Starbucks, Samsung, and several prominent retailers, ad agencies, and marketing agencies. By acquiring Reply.ai, Kustomer aims to challenge industry giants like Salesforce, Zendesk, and Oracle in the CRM space. Kustomer's platform empowers human agents to effectively manage inbound omnichannel customer requests, setting it apart as a comprehensive solution.


2020. Omilia raises $20M to use conversational AI for customer support



Conversational AI provider Omilia has successfully secured $20 million in its inaugural funding round. Omilia specializes in developing a virtual assistant for customer support that harnesses the power of machine learning to deliver a more human-like experience. Leveraging a natural language engine trained through machine learning, the virtual assistant actively listens and responds to customer queries, employing voice biometrics for caller verification. This versatile solution seamlessly operates across various platforms, including phone, web chat, social networks, SMS, email, smart speakers, and applications, while also integrating with existing customer support systems. Furthermore, Omilia's technology has been adapted to support 21 languages, encompassing regional dialects and accents.


2020. Kaizo raises $3M for its AI-based tools to improve customer service support teams



Customer service and the concept of gamifying it to motivate employees may not be at the forefront of people's minds currently. However, it holds significant relevance in our present situation as we respond to and adapt to living with the effects of the coronavirus pandemic. Dutch company Kaizo has successfully raised $3 million. Kaizo utilizes AI and gamification techniques to provide feedback on agents' work, offer suggestions for improvement, and equip them with tools to establish and work towards goals. The company's software is already being utilized by 500 companies, including Truecaller, SimpleSurance, Miro, CreditRepairCloud, Justpark, Festicket, and Nmbrs. These companies collectively employ "thousands" of customer support agents who benefit from a combination of free and paid tools that seamlessly integrate with established CRM software such as Salesforce, Zendesk, and others.


2020. Freshworks acquires AnsweriQ



Customer engagement platform Freshworks has completed the acquisition of AnsweriQ, a startup specializing in AI tools for self-service solutions and agent-assisted use cases. The primary objective of this acquisition is to enhance customer service efficiency by providing quick and accurate answers to customers. AnsweriQ's AI tools cater to both Freshworks users and customers of competing products. AnsweriQ will continue operating its existing product lineup for the time being, while Freshworks aims to eventually transition these users to its own platform. Additionally, Freshworks plans to integrate AnsweriQ's technology into its Freddy AI engine, further augmenting its capabilities.


2019. AI-based e-commerce helpdesk Gorgias raises $14M


Gorgias, a startup specializing in artificial intelligence tools for customer service and support, has recently secured $14 million in Series A funding. Gorgias is capitalizing on a broader trend where brands are seeking to establish direct connections with consumers, bypassing intermediaries like Amazon. Their product seamlessly integrates with Shopify, leveraging AI capabilities and customer data to automate responses to common queries such as "What's my tracking number?" By adopting this approach, businesses can free up customer service representatives from spending a significant amount of time on repetitive inquiries, resulting in faster response times for customers.


2019. Moveworks snags $75M Series B to resolve help desk tickets with AI


Moveworks, a startup leveraging AI for automated resolution of help desk tickets, has announced a significant $75 million Series B investment. Moveworks operates as a machine learning platform that utilizes natural language understanding to process and interpret the content of daily employee-submitted IT tickets. By analyzing the tickets, Moveworks can autonomously take appropriate actions to resolve the issues. This approach aims to enhance user satisfaction by addressing problems immediately, even in the absence of IT personnel. Instead of submitting a ticket and awaiting a response, Moveworks can provide answers, at least partially, without requiring human intervention.


2018. Zoho Desk adds AI assistant for customer service



Service management software Zoho Desk is introducing new capabilities to enhance agent productivity, streamline cross-functional service processes, and seamlessly integrate customer service with other business functions. One of the notable features is the Voice and Chat Assistant, powered by Zia. Zia assists in reducing the workload on customer service teams by providing voice and chat-based interactions. Customers can engage with Zia to ask questions and receive answers from a knowledge base. Similarly, agents can leverage Zia's assistance to receive response suggestions while assisting customers. Zia intelligently suggests specific sections of relevant knowledge-base articles, enabling agents to easily incorporate them into their responses with a single click, enhancing efficiency and accuracy in customer interactions.


2018. Talkdesk nabs $100M for its smart call centers



Talkdesk, the provider of cloud-based contact center software, has secured $100 million in new funding, leading to a valuation of over $1 billion for the company. Employing artificial intelligence and machine learning, Talkdesk focuses on enhancing customer service and primarily caters to mid-market and enterprise businesses. Notable customers include IBM, Dropbox, Stitch Fix, and Farfetch. With Talkdesk, companies serving a large customer base can ensure that each customer can engage with the company through their preferred communication channel. When a customer contacts the customer service team, agents can access information about the customer's previous purchases, preferences, and past complaints, enabling personalized and efficient assistance.


2018. Microsoft launches new AI applications for Dynamics 365 CRM



A year ago, Microsoft made its debut in the field of AI solutions with its first offering in the Dynamics 365 portfolio. Today, Microsoft is expanding this portfolio by introducing three new products: Dynamics 365 AI for Sales, Customer Service, and Market Insights. Dynamics 365 AI for Sales is designed to empower sales teams by providing them with deeper insights into their prospects through sentiment analysis. While sentiment analysis may be considered a fundamental application of machine learning, AI for Sales goes beyond by assisting salespeople in determining the appropriate actions to take and prioritizing prospects effectively. Similarly, the Customer Service application employs natural language understanding to comprehend and predict customer service issues, leveraging virtual agents to reduce costs. Lastly, Dynamics 365 AI for Market Insights fulfills its name by equipping teams with valuable data on social sentiment, but it goes a step further by offering more comprehensive insights.


2018. ServiceNow created helpdesk-chatbot platform



ServiceNow has introduced a new chatbot building tool named Virtual Agent, which enables developers to create automated bot-driven processes for handling routine helpdesk requests. The company asserts that these bots can be designed to offer end-to-end service. This means that if you inform the bot about needing a new phone, it can access your records, comprehend your current device, and place an order for a new one, all within the same conversation. Additionally, these interactions can take place within popular messaging platforms like Slack or Microsoft Teams. The tool is also applicable to customer service transactions, allowing routine customer inquiries to be handled without involving a customer service representative for answering common questions.


2018. IBM unveiled voice assistant for business and it's called ... Watson



In "The Hitchhiker's Guide to the Galaxy," the super-intelligent robot Marvin was frequently asked to perform menial tasks, leading to his perpetual state of depression. A similar situation could arise with IBM's AI Watson. IBM intends to utilize Watson as a voice assistant, primarily answering basic inquiries related to weather, traffic, and schedules. Adding to the complexity, people may not even realize they are interacting with Watson since the service is white-labeled. This means that any company can now create its own voice assistant using the Watson Assistant platform and assign it a distinctive name like Ivie, for example. In fact, Watson Assistant is already deployed in various locations, including the Munich Airport and the Royal Bank of Scotland.


2017. Freshdesk acquires chatbot startup Joe Hukum



Help desk service Freshdesk has made an acquisition of Joe Hukum, a startup based in India that specializes in providing a platform for businesses to create their own chatbots. Originally known as Speedy, Joe Hukum initially focused on developing its own personal assistant/concierge app to assist users in ordering goods and services. However, the company later shifted its focus to offer its platform as a service for building chatbots tailored to the needs of other businesses. Joe Hukum's knowledge tree coding is designed to automate sales, service, and support workflows. As part of the acquisition, the startup's team will utilize Freshworks' existing products to create chatbots, thereby enabling Freshdesk to differentiate itself from alternative services. This deal reflects the ongoing interest in chatbots within the customer support realm. Companies are seeking more efficient and cost-effective methods to provide essential information and assistance to their customers, and many see chatbots as a viable solution. Despite being in the early stages of development, the chatbot industry continues to evolve rapidly.


2017. Zoho CRM got AI assistant



Zoho has introduced Zia, an Artificial Intelligence-powered Sales Assistant for Zoho CRM. With Zia, users can receive notifications when something exceptional or problematic occurs within their sales operations. This intelligent assistant understands users' intentions and assists in accomplishing tasks more efficiently, eliminating the need for prolonged voicemails and unread emails. Over time, Zia learns the most frequent actions performed by individual users on Zoho CRM. Additionally, Zoho has introduced Blueprint, a platform for automating sales processes, and has enhanced two existing features: Zoho PhoneBridge, which integrates a customer's PBX system with Zoho CRM, and SalesSignals, which delivers real-time information about customer and prospect activities.