Question: Is there a customer service platform that uses AI to prioritize and route conversations to the right agents?

If you're in the market for a customer service platform that uses AI to triage and route conversations to the right agents, Forethought is definitely worth a look. Forethought's tools include Triage, which evaluates customer intent and routes tickets to the right agents, and Assist, which helps agents work more efficiently with AI-created ticket summaries and suggestions. It integrates with popular helpdesks like Zendesk, Salesforce and ServiceNow, so it's good for e-commerce, SaaS and FinTech companies.

Another good option is Ada, which replaces traditional canned chatbots with AI-powered customer service. Ada automates more than 70% of customer service interactions on its own and offers personalized responses. It works in multiple languages and integrates with existing knowledge bases to ensure helpful, accurate and safe interactions. Ada also offers automated resolution measurement, AI coaching and support across multiple channels, so it's good for a variety of industries.

Intercom is also worth a look, especially if you want an AI-first approach. Intercom offers tools like an AI-powered inbox, AI Copilot to help agents, and AI Analyst to give support leaders insights. It learns from every customer conversation to get smarter over time and offers omnichannel support. With a variety of pricing tiers, Intercom is good for businesses of all sizes in financial services, e-commerce, software and health care.

For a more complete solution, Zendesk offers AI Agents that work alongside human agents, AI-powered Workforce Management and AI-based Quality Assurance. Its personalization integrations and APIs mean a unified customer service experience. Zendesk is flexible and scalable, so it's good for companies of all sizes looking to bring AI to their customer service operations.