Question: Is there a platform that helps automate routine customer support tasks while still allowing for personalized interactions?

If you want a platform that automates mundane customer support work but still offers personal touches, Ada is a good option. Ada is an AI-powered customer service automation platform that replaces traditional scripted chatbots. It combines your existing knowledge bases and data from other business systems to deliver personalized responses, supporting more than 50 languages across multiple channels. The company has shown impressive results, including a 2x increase in automated resolution rate and a 5x return on investment in 12 months.

Another good option is Zendesk, an all-in-one customer service software that uses AI to personalize interactions across text, mobile, phone, email, live chat and social media. Zendesk's AI Agents work in conjunction with human agents to handle customer requests, and it offers sophisticated tools for optimizing agent productivity and interaction quality. The service is designed to offer customers faster, more personalized interactions, with an average return on investment of 286% over three years.

Forethought is another option. It automates routine work and improves resolution rates through its Solve feature for simple questions, Triage for evaluating customer intent, Assist for AI-generated ticket summaries, and Discover for analyzing unstructured data to optimize workflows. Forethought integrates with popular helpdesks like Zendesk and Salesforce, so it's a good option for e-commerce and SaaS businesses.

Last, Help Scout has an AI-powered customer support system that automates routine work, reduces resolution time and simplifies communication. Features like AI Drafts, AI Answers, AI Summarize and AI Assist let support teams handle more complex and personal interactions. The platform is easy to set up and doesn't require any coding, so it's a good option for quick deployment.