Investing in your team means understanding the best ways to support them. This guide covers AI tools for agent assist along with features and pricing to help you compare and make a decision.
A lot of tools have evolved to be AI-centric but only focus on providing better support to customers. What about your agents? There should be tools that help your agents streamline their operations while being more productive, and efficient, without compromising on the quality of customer support. As AI becomes progressive, the idea that it can only benefit customers through self-help becomes outdated. Better agent support is as big a factor in recognizing higher ROI as it is from customer support itself.
However, investing in your team means understanding the best ways to support them and which tools would be appropriate for your team. This guide covers AI tools for agent assist along with features and pricing to help you compare and make a decision.
Threado AI
Threado AI is an instant and accurate AI assistance for customer-facing teams that helps connect your entire knowledge base and significantly cuts down the time taken to search, understand, and curate answers. Threado AI can be trained flexibly across your entire database through links, docs, sheets, and integrations. It can craft perfect answers based on the resources it’s been trained on and reference the sources which validate accuracy and helps your teams find links faster.
It’s versatile and is available wherever your team is. Get AI-generated answers, automated ticket summaries, and conversational support within Slack, a Chrome extension that sits on top of your favorite ticketing tools, and a web chat. What’s more, it can be set up in minutes. Threado AI is one of the easiest tools to train, test, customize, integrate with your favorite apps including Zendesk, Freshdesk, Intercom, HubSpot, Confluence, and Notion, and install across your favorite channels.
What does the product do to assist customer support agents?
Threado agent assist: A Chrome extension that sits on top of any helpdesk or ticketing platform uses AI to summarize customer tickets or conversations. The bot is also capable of auto-suggesting responses based on customer questions and the agent can ask the bot to auto-improve responses to fit the tone, sentiment, and intent of the customer.
Omnichannel support: Apart from providing agent assistance for ticketing platforms, the bot can be installed as a chat widget within the product, embedded on the website, and installed on Slack or Discord to auto-respond to agent queries. Threado is the only support tool that offers support on Slack.
Improve knowledge base: Agents can leverage the bot to get well-formulated answers to customer queries and fill in the gaps of the unanswered queries by improving the knowledge base aka data on which the bot has been trained.
Easy to setup and use: Threado AI can be setup in minutes and is very straightforward to both install and use. Your team members can access it wherever they are - be it in Slack, or can use it easily as an extension on Chrome, and within the product as a chatbot. This makes it extremely convenient for the agents to access information without having to break context or spend time searching where the answer might be, especially when it’s critical like during customer calls or urgent ticket resolutions.
What are its advantages for support agents?
Faster resolution time: With Threado agent assist, agents can respond through auto-suggestions which significantly improves resolution time.
Omnichannel support : Threado AI is available where you are - you can use it on Chrome, on Slack channels, and asachat widget. This makes it easy for agents to access it anywhere can get resolutions quicky.
Integrations: Threado AI can be integrated with some of the most widely used ticketing and CRM tools like Zendesk, Freshdesk, Intercom, HubSpot, Confluence, and Notion. It trains on customer conversations and help center docs to be able to resolve queries better.
Customizations: Threado AI can be customized to personalize answers based on different tone and works with 50+ languages.
Intelligent personalization: The bot understands customer sentiments, intent, and urgency to be able to auto-suggest personalized responses to agents.
Higher customer satisfaction: Faster resolution time with better answer accuracy can lead to higher customer satisfaction.
Lower ticket volume: The bot also functions as the first line of defense, therefore answering a lot of customer queries on its own and reducing tickets.
Pricing plan
Free plan - Ideal for personal use. The bot can be trained on websites and PDFs and is only limited to 1 user and has no installation options.
$339 for Pro plan - Great for early-stage startups. The bot can be trained on integrations as well. Installation options include the web widget along with customizable options. Upto 2500 queries answered and $5/50 queries additional per month. Includes 5 users/seats and an additional $12/seat/month.
Note - The number of queries included is only applicable is the query has been answered by the bot and not unanswered queries.
Enterprise plan - This plan is suited best for enterprises and every feature is customizable.
Forethought AI
Forethought AI, aims to provide answers to customer queries and streamline employee workflow for improved productivity. It's particularly suitable for businesses looking to integrate advanced AI into their existing customer support systems without overhauling their current setups. The platform has been recognized for its ability to understand natural languages and provide solutions by analyzing NLP models and knowledge-based articles.
Some of the most notable features of the tool include - generative AI that provides a human touch in responses, ticket characterization based on priority, intent or language, AI assist for agents, and analytical insights.
What does the product do to assist customer support agents?
Forethought Solve: This tool leverages historical data and combines natural language understanding with generative AI to build appropriate policies and actions automatically. It can extract answers from vast databases and resolve questions instantly through various channels like widgets or email.
Ticket Triage: Forethought's AI analyzes tickets for agent handoff, accelerating response time. It features smart routing, urgency classification, and comprehension of various linguistic nuances.
Workflow Creation: Forethought allows the creation of intricate workflows for any channel, facilitating the integration with various systems and enabling deployment across multiple channels.
Email Automation: This feature automates email support with customizable responses and actions. It also allows for the creation of custom API calls or the use of templates for integration across channels.
What are its advantages for support agents?
High Accuracy: Forethought claims over 90% accuracy in ticket resolution and spam elimination.
Multilingual Support: It supports over 100 languages, catering to a global customer base.
Efficient Triage: The AI's ability to predict, prioritize, and triage tickets based on historical knowledge, sentiment, and intent ensures that agents receive well-classified and appropriately routed tickets.
Intelligent Predictions: Using natural language processing, the AI predicts customer satisfaction and other support case characteristics, which helps in better managing customer interactions.
Reduced Ticket Volume: Forethought's effective spam detection and ticket deflection capabilities can significantly reduce the volume of tickets agents need to handle.
Pricing Plan
Forethought operates on a subscription model, with plans customized according to each subscriber's needs and service volume. The plans are divided into standard and premier subscriptions. Premier subscribers receive benefits like 24/7 support and quicker response times in case of critical challenges, while standard subscribers have a longer wait time for support responses.
Freshdesk AI - Freddy
Freshdesk’s AI, Freddy, is designed to boost customer support efficiency. It utilizes generative AI for automating ticket summaries, enhancing response quality, and creating solution articles. Key features include an AI chatbot, auto-triage, social signals detection, canned response suggestions, and a thank you detector. Freddy aids in ticket management, offers analytics for insights into customer interactions, and integrates with Freshdesk for a seamless support experience. Its advanced tools streamline support processes, reduce agent workload, and improve the overall customer experience, making it a valuable asset for customer support teams.
How Freddy assists customer support agents?
Generative AI Capabilities: Freddy utilizes generative AI to improve customer interactions and boost agent productivity. This includes features like automating ticket summaries, rephrasing responses, creating solution articles, generating email responses, matching tone to the conversation, and simplifying response creation.
Key Features: The main features of Freshdesk that integrate with Freddy include email ticketing, omnichannel support, ticket merging, custom ticket fields, support time tracking, canned responses, SLA management, self-service options, advanced workflows, agent productivity tools, analytics and reporting, and mobile app support.
AI-Enhanced Capabilities: Freddy includes advanced AI tools like an AI chatbot, auto-triage, social signals, canned response suggestions, and a thank-you detector. However, these are only available with the most expensive package, limiting accessibility for smaller businesses or those on a budget.
What are its advantages for support agents?
Increased Efficiency: Automated ticket summaries, solution article generation, and email response creation significantly reduce the time agents spend on repetitive tasks.
Improved Response Quality: The AI’s ability to rephrase responses and match the tone of the conversation helps in maintaining consistency and quality in customer interactions.
Enhanced Productivity: With features like ticket merging, custom ticket fields, and advanced workflows, Freddy aids in streamlining the support process, making agents more productive.
Analytics and Reporting: These tools help agents and managers track performance and gain insights into customer interactions and support effectiveness.
Pricing plan
Freshdesk offers a variety of pricing plans, including a free version for up to 10 agents. The paid plans are as follows:
Growth: $15 per agent per month, focused on cloud-based support.
Pro: $49 per agent per month, includes more advanced features.
Enterprise: Pricing not specified, offers the most comprehensive set of features.There's no setup fee, and Freshdesk provides free trials and freemium versions, along with premium consulting/integration services.
Ultimate AI
Ultimate.ai is a comprehensive customer support automation platform designed to transform business-customer interactions. It's most suitable for customer support teams as it offers efficient customer query resolution. The tool also offers solutions for contact center managers, customer experience managers, and financial services companies. The software provides solutions for chat automation, ticket automation, and improving overall customer support efficiency across various digital channels.
What does the product do to assist customer support agents?
Generative AI Integration: Ultimate.ai employs conversational and generative AI to enhance customer experience and support operations, with tools like UltimateGPT for efficient handling of support across various channels.
Automation of Customer Requests: It automates 60% of customer requests across digital support channels, including chat, email, and messaging, providing instant, 24/7 support in 109 languages.
Easy CRM Integration: The platform can be integrated into existing CRM systems with one click, creating a streamlined, no-code automation platform without data silos.
Rapid and Efficient Request Resolution: Ultimate GPT, leveraging technology similar to ChatGPT, enables instant and accurate resolution of requests with reduced agent effort.
What are the advantages for support agents?
Operational Efficiency: The AI-powered platform aids in instantly resolving simple requests and gathering customer details, enabling agents to solve issues faster and more efficiently.
Revenue Generation: The AI chatbot can make relevant product recommendations, aiding in cross-selling or upselling, thereby contributing to direct revenue generation.
Streamlined Multichannel Support: Ultimate.ai offers seamless support across all digital channels, combining chat automation with ticket and process automation.
Scalability and Adaptability: The platform is designed for scalability, allowing agents to focus on complex issues while the AI handles repetitive requests, thus enhancing the customer experience.
Pricing Plan
Ultimate.ai does not publicly list detailed pricing information. It is noted that they do not provide a free trial or a freemium version, and there are no premium consulting or integration services available. Also, there is no entry-level setup fee mentioned.
Intercom AI - Fin
Intercom’s Fin is a sophisticated AI chatbot that leverages advanced AI language models to resolve customer issues. It's designed to provide accurate, conversational answers based on a company's support content. Its ability to integrate with various support systems, coupled with its performance monitoring and detailed reporting capabilities, make it a valuable asset for businesses looking for a robust customer service solution. It can address complex queries, offer 24/7 customer support, and improve customer satisfaction scores (CSAT).
What does the product do to assist customer support agents?
Advanced AI Capabilities: Fin AI chatbot utilizes natural language processing and understanding to comprehend and accurately interpret customer messages, ensuring prompt and relevant responses.
Seamless Integration: It integrates effortlessly with existing systems like CRM, helpdesk software, or e-commerce platforms, enabling unified customer communication and streamlined workflows.
Customizable Workflows: The chatbot offers customizable workflows, allowing businesses to tailor responses and actions to align with their specific needs and brand voice.
24/7 Availability: Fin AI chatbot provides round-the-clock support, ensuring that customers receive assistance anytime, fostering trust and satisfaction.
Advantages for support agents
Personalized Customer Experiences: Integration with CRM systems allows for personalized conversations, improving service delivery.
Automated Ticket Creation and Routing: Integration with helpdesk software automates ticket creation and routing, enhancing the overall support process.
Enhanced E-commerce Support: For e-commerce platforms, the chatbot can provide product recommendations and assist customers throughout their purchasing journey.
Developer Resources for Customization: Intercom provides comprehensive API documentation and resources for further customization and flexibility in integrating Fin AI chatbot.
Pricing Plan
Essential Plan: Priced at $39 per seat per month, suitable for individuals, startups, and small businesses.
Advanced Plan: Costs $99 per seat per month, featuring powerful automation tools and AI features for growing support teams.
Expert Plan: Available at $139 per seat per month, it includes collaboration, security, and reporting tools for large support teams.
Fin AI Chatbot Cost: The AI chatbot Fin is priced at $0.99 per resolution, which applies when the chatbot successfully resolves a customer query.
Glean
Glean is an advanced AI platform designed to enhance enterprise search and knowledge discovery. It leverages deep learning models to provide a comprehensive understanding of a company’s data, spanning content, people, and interactions. This allows for a highly personalized and accurate search experience within the enterprise environment.
What does the product do to assist customer support agents?
Rapid Information Retrieval: Quickly finds solutions and relevant information, enabling faster resolution of customer inquiries and issues.
Generative AI Assistance: Utilizes generative AI to automatically summarize communications and provide updates, which saves time and reduces the manual effort required in composing responses.
Comprehensive Knowledge Access: Offers access to a broad range of content and data, helping agents to use expert knowledge more effectively, especially for new products and releases.
Integration Across Platforms: Simplifies the search for error codes and previous issue mentions by integrating data across different platforms, aiding in quicker case closures.
What are the advantages for Support agents?
Speed: By quickly finding relevant answers, Glean helps agents resolve cases faster, reducing the time spent per ticket.
Accuracy: The AI leverages the company’s own trusted knowledge base to provide accurate and up-to-date information.
Ease of use: Glean integrates information across multiple platforms, which simplifies the process of finding information and reduces the need for switching between applications.
Pricing Plan
Glean has custom pricing plan and you can contact sales to get to know better.
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