Customer support has evolved beyond basic chatbots. Dynamic Business reviews the AI copilots and service tools transforming how businesses help customers in 2025.
Customer support technology has shifted dramatically. AI in 2025 transforms customer support from basic chatbots to intelligent copilots that assist both agents and customers, enhancing efficiency, personalisation, and business decisions.
AI copilots aren’t the same as AI chatbots. They don’t replace agents or handle full conversations on their own. Instead, they work alongside your team and give them a boost when it’s needed most. These tools analyse incoming messages and suggest responses in real time, drawing from knowledge bases and past interactions.
For small businesses competing on service quality, here are some tools that level the playing field without requiring massive support teams.
Zendesk Support Suite
Zendesk Support Suite helps businesses manage customer questions and problems from one place. It’s great at organizing tickets and connecting with other tools you might already use. The downside? It can be complicated for small teams to set up and use.
What It Does: Zendesk lets you handle customer messages from email, live chat, phone calls, and social media all in one spot. It works well with popular tools like Salesforce and HubSpot, so you can see all your customer information together. You can set up automatic responses and create your own workflows, but learning how to use these features takes time. It works in over 40 languages, which is helpful if you have customers around the world.
Who Should Use It: Best for larger companies with big support teams and people who know their way around tech. It’s especially good if you already use Salesforce or HubSpot.
Intercom
Intercom is a messaging platform built for talking with customers in real time. It’s great at creating personal conversations and is easy to navigate. The downside is that it’s not as strong at managing support tickets as traditional help desk tools.
What It Does: Intercom offers live chat, chatbots, and targeted messages you can send to specific customers. It connects with tools like Slack, Stripe, and Shopify. You can build custom connections using its API and set up automated messages. The reports focus mainly on how customers engage with you rather than tracking support team performance.
Who Should Use It: Startups and mid-sized companies that want to chat with customers right away and make interactions feel personal. Works well if you’re already using Slack or Shopify.
Freshdesk
Freshdesk is an online customer support tool that’s easy to use and won’t break the bank. It has a simple ticketing system that handles messages from different channels. The main catch is that it might not grow well with your business if you expand quickly.
What It Does: Freshdesk manages customer conversations from email, phone, chat, and social media. It comes with AI chatbots and a help center where customers can find answers on their own. It connects with Google Workspace, Microsoft Teams, and Zapier. Getting started is fast and simple, but you can’t customize everything the way you might with other tools.
Who Should Use It: Small and medium-sized businesses that want something affordable and straightforward. It’s a great fit if your team already uses Google Workspace.
Drift
Drift is a chat platform designed for marketing and sales teams to connect with website visitors. It’s excellent at turning browsers into potential customers but doesn’t have full support ticket features.
What It Does: Drift offers chatbots, live chat, and video messaging to engage people on your website. It connects with Salesforce, Marketo, and HubSpot. The platform helps you target specific accounts and shows detailed information about who’s visiting your site. Since it’s built for marketing, it doesn’t have all the features a support team might need.
Who Should Use It: Sales and marketing teams who want to capture leads and start conversations with potential customers. Works great if you use Salesforce or HubSpot.
LiveAgent
LiveAgent is help desk software that bundles together lots of customer support tools in one package. It combines ticketing, live chat, and phone support all together. The downside is that it looks a bit old-fashioned compared to newer options.
What It Does: LiveAgent handles customer messages from email, chat, and phone calls. It has a built-in call center and connects to social media. You can automate many tasks and use its API to build custom connections. The reporting gives you plenty of data, but the interface feels dated.
Who Should Use It: Small and medium-sized businesses that want an all-in-one support solution. It’s perfect if you need phone support built right in.
Ada
Ada is an AI chatbot platform built to handle customer conversations automatically. It’s known for understanding natural language well and being quick to set up. However, it’s not the best choice if you need a lot of human support agents involved.
What It Does: Ada provides AI chatbots that can communicate in multiple languages. It connects with Zendesk, Salesforce, and Shopify. You can build and launch chatbots without coding, and they can personalize responses based on who they’re talking to. Since it focuses on automation, it doesn’t have all the features for managing human support teams.
Who Should Use It: Companies that want to automate customer conversations without needing technical skills. Works well if you use Zendesk or Shopify.
Kustomer
Kustomer is a customer service platform that shows all your customer interactions in one place. It’s unique because it organizes customer information on a timeline. The catch is that setting up the advanced features takes a lot of time.
What It Does: Kustomer handles support across all channels, uses AI chatbots, and displays a complete timeline of each customer’s history with your company. It connects with Shopify, Slack, and Amazon Connect. You can create complex automations and workflows, but getting everything configured requires effort.
Who Should Use It: Larger companies that need to see all customer conversations and history in one unified view. Good fit if you use Shopify or Amazon Connect.
Tidio
Tidio is a live chat and chatbot platform designed for small to medium-sized businesses. It stands out for its affordability and ease of use but may lack advanced features found in more comprehensive solutions.
Key Features: Tidio offers live chat, chatbots, and email integration. It supports integrations with Shopify, WordPress, and Wix. The platform provides a simple setup process and a user-friendly interface. Its feature set is limited compared to enterprise-grade solutions.
Best for: Small businesses looking for an affordable, easy-to-use live chat solution. Ideal for teams using Shopify or WordPress. Not suitable for large enterprises needing advanced features.
Zoho Desk
Zoho Desk is a context-aware help desk software that offers a comprehensive suite of customer support tools. It is known for its integration capabilities within the Zoho ecosystem. However, its reliance on Zoho’s ecosystem may limit its appeal to users of other platforms.
Key Features: Zoho Desk supports email, chat, and social media channels. It integrates seamlessly with other Zoho products and offers AI-driven insights. The platform provides customizable dashboards and automation tools. Its dependency on the Zoho ecosystem may be a limitation for some organizations.
Best for: Organizations already using Zoho products looking for an integrated support solution. Suitable for teams needing context-aware support tools. Less ideal for businesses not using the Zoho ecosystem.
Alhena
Alhena AI delivers a hallucination-free AI concierge for customer support automation. The solution integrates with leading helpdesk and CRM platforms, supports omnichannel deployments, and delivers both accurate automated support and seamless escalations to human agents when required.
Key Features: Hallucination-free AI responses; real-time actions (not just answers); plug-and-play integration with major helpdesks (Zendesk, Freshdesk, Intercom, others); omnichannel coverage; smooth agent handoff; brand voice alignment; data privacy controls; rapid deployment; constant learning and optimization.
Best for: Organizations seeking high-efficiency, automated CX with tight accuracy controls and enterprise integrations. Effective for those needing end-to-end automation and actions, not just simple Q&A support.
SAAS First
SAAS First offers a multilingual, omnichannel AI chatbot designed for customer support operations. The platform consolidates communications across live chat, email, WhatsApp, SMS, Telegram, and Facebook into a unified inbox, handling customer queries 24/7. Smart human-handoff ensures complex tasks reach agents when needed, and setup is straightforward.
Key Features: 24/7 AI-powered live chat; multilingual support; unified inbox; smart escalation to human agents; omnichannel integrations; quick setup; knowledge base-driven; CRM and ticketing integrations; real-time analytics and reporting; competitive fixed pricing.
Best for: SMBs and startups needing real-time, round-the-clock customer support across diverse channels, particularly where multilingual capacity is important.
Quidget
Quidget is an AI chatbot designed to automate customer support and lead capture for modern organizations. Built by a team with deep customer service experience, Quidget resolves up to 80% of routine requests, integrates with popular helpdesk and communication tools, and requires minimal setup.
Key Features: AI-powered chatbots; no-code configuration; real-time human handoff; 45+ language support; integrations with Zendesk, Freshdesk, Slack, WhatsApp, and more; secure and compliant with top industry standards; performance analytics and insights.
Best for: Businesses seeking high-impact automation with easy setup and extensive multilingual reach, especially those wanting to reduce repetitive support workloads and improve response times.
CoSupport AI
CoSupport AI delivers a patented, all-in-one AI customer service platform. It features customizable AI agents capable of resolving up to 90% of customer inquiries with near-zero hallucinations and integrates with leading support tools. The platform supports full autonomy, offers tailored tone, intent detection, and advanced knowledge management, and is built for enterprise-grade security and scalability.
Key Features: Autonomous AI agents; zero hallucinations; omnichannel and multilingual support; deep customization; seamless integrations (Zendesk, Freshdesk, Salesforce, Intercom, more); business intelligence tools; ISO and GDPR compliance; unlimited users.
Best for: Enterprises and performance-focused teams aiming for high-accuracy, scalable AI automation in support, with strong security, advanced customization, and actionable business insights.
Kommunicate
Kommunicate is a no-code AI agent platform to automate and manage customer support across web, mobile, and messaging apps. Its AI agents can handle up to 80% of customer queries, provide multilingual support, and hand off complex issues to agents, all while tracking analytics and conversation insights.
Key Features: No-code AI chatbot builder; shared inbox and omnichannel messaging; real-time AI suggestions and summaries; auto-language translation; automation of repetitive support tasks; integrations with WhatsApp, Messenger, Slack, Zendesk, website CMSs, and more.
Best for: Enterprises, scaling startups, and teams needing fast, accurate automation across digital channels with minimal technical setup.
Help Scout
Help Scout provides a unified platform for customer support—including shared inbox, help center, AI chatbot, live chat, and automated workflows—for growing teams that want efficiency without sacrificing a personal touch. The platform integrates with 100+ tools and is designed for ease-of-use and insight-driven support.
Key Features: Shared inbox for multi-channel support; AI-powered chatbots and messaging; customer self-service help center; workflow automation; contextual analytics; seamless human escalation; robust integrations.
Best for: SMBs and midsized teams focused on scaling quality support across channels while maintaining warmth and team productivity.
Gorgias
Gorgias is an AI-powered service suite tailored for ecommerce brands, centralizing support, sales, and marketing conversations in one platform. The Gorgias AI Agent resolves up to 60% of routine order, product, and return queries, integrates deeply with platforms like Shopify, and automates repetitive workflows to increase efficiency and conversion rates.
Key Features: AI chat and support agent; Shopify and major ecommerce platform integration; unified customer view; proactive engagement and marketing suite; multi-channel support; operational analytics; automation rules.
Best for: Ecommerce businesses seeking to combine automated support, sales, and personalized customer engagement in one specialized solution.
Freshchat
Freshchat (by Freshworks) is a conversational support solution offering live chat, intelligent AI chatbots (via Freddy AI), multichannel support, and seamless integration with the larger Freshworks ecosystem. It enables personalized customer conversations at scale across web, mobile, and messaging platforms.
Key Features: Omnichannel chat; AI chatbot automation (Freddy AI); unified agent inbox; quick deployment; intuitive reporting and analytics; integration with CRM, ecommerce, and help desk platforms.
Best for: Businesses of any size looking for scalable, intelligent conversational engagement as part of a unified support and CRM suite.
Netomi
Netomi provides an enterprise-grade agentic AI CX platform designed to proactively resolve customer service requests, automate up to 96% of queries, and ensure data privacy and brand safety. Field-proven by global brands, Netomi offers guardrails for generative AI, proactive engagement, and seamless handoffs to human agents.
Key Features: Agentic AI platform; proactive and automated resolutions; governance and privacy controls; omnichannel integrations, analytics, and robust enterprise compliance; high scalability.
Best for: Large enterprises and regulated industries requiring best-in-class automated CX with rigorous privacy, brand governance, and operational reliability.
Sendbird
Sendbird is an enterprise customer service platform that provides omnichannel AI agents capable of delivering instant, proactive, and unified support experiences. Designed for high-scale operations, Sendbird stands out for its omnipresence, 24/7 multichannel support, proactive outreach, and secure integration with leading CRM and helpdesk providers.
Key Features: AI-powered omnichannel chat agents; seamless integration with Zendesk, Salesforce, and more; proactive customer outreach; unified insights and analytics; high scalability; security and privacy compliance.
Best for: Enterprises and digital brands needing enterprise-grade, omnichannel support automation that unifies customer interactions and delivers proactive service.
Comparison table:
| Tool Name | Key Features | Integrations | Best For | Notable Limitations |
| Zendesk Support Suite | Ticketing, multi-channel, automation, custom workflow | Salesforce, HubSpot, email, chat, social | Large enterprises, global teams | Complexity, cost, steep learning curve |
| Intercom | Live chat, bots, engagement, API | Slack, Stripe, Shopify | Startups, mid-sized, real-time engagement | Limited ticket management |
| Freshdesk | Ticketing, multi-channel, AI chatbots, self-service | Google Workspace, MS Teams, Zapier | SMBs, easy setup | Scalability, limited customization |
| Drift | Chatbots, live chat, video, marketing analytics | Salesforce, Marketo, HubSpot | Sales/marketing, lead generation | Weak ticketing, marketing focus |
| LiveAgent | Ticketing, live chat, call center, automation | Email, social channels, voice | SMBs, call center needs | Outdated UI interface |
| Ada | AI chatbots, multilingual, no-code, personalization | Zendesk, Salesforce, Shopify | Automation-focused firms | Limited human support |
| Kustomer | Omnichannel, AI chatbots, timeline, workflows | Shopify, Slack, Amazon Connect | Unified enterprise support | Complex setup, less suited for SMBs |
| Tidio | Live chat, chatbots, affordable, easy setup | Shopify, WordPress, Wix | SMBs needing live chat | Not for large enterprises |
| Zoho Desk | Email, chat, social, AI insights, automation | Zoho suite, CRMs | Zoho ecosystem users | Zoho dependency |
| Alhena AI Concierge | Hallucination-free AI, real actions, omnichannel | Zendesk, Freshdesk, Intercom, CRM | Efficiency-focused enterprises | New to market, advanced features need review |
| SAAS First AI Chatbot | 24/7 chat, multilingual, unified inbox, omnichannel | WhatsApp, SMS, Telegram, Facebook, CRM | SMBs/startups, multilingual needs | Feature set varies, niche focus |
| Quidget | AI chatbots, no-code, secure, human handoff | Zendesk, Freshdesk, Slack, WhatsApp | Easy automation, multilingual | Not enterprise-scale |
| CoSupport AI | Autonomous AI, zero hallucination, customizable, BI | Zendesk, Freshdesk, Salesforce, Intercom | Enterprise automation, security | Requires advanced setup, pricing |
| Kommunicate | No-code builder, omnichannel, analytics | WhatsApp, Messenger, Slack, Zendesk | Fast automation, scaling teams | Less advanced enterprise features |
| Help Scout | Shared inbox, AI bots, automation, help center | 100+ integrations, CRMs | SMBs scaling support | Reporting limits |
| Gorgias | AI agent, ecommerce integration, multi-channel | Shopify, major ecommerce platforms | Ecommerce brands | Ecommerce focus |
| Freshchat | Live chat, AI bot, omnichannel, reporting | Freshworks suite, CRM, ecommerce | Scalable conversational engagement | Premium tiers for most features |
| Netomi | Agentic AI, automated resolution, compliance | Major helpdesks, omnichannel | Enterprise, regulated sectors | Enterprise focus, cost |
| Sendbird | AI omnichannel, proactive outreach, analytics | Zendesk, Salesforce, CRM, helpdesks | Enterprise, digital brands | Requires technical deployment |
When shortlisting customer support tools, consider integration fit, data availability, team skills, and total cost of ownership. Evaluate how each tool aligns with your existing tech stack and customer engagement strategy. Next steps include trialing shortlisted tools, assessing integration ease, and ensuring team readiness for deployment.
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