Question: Can you recommend a customer service platform that automates common inquiries and increases agent productivity?

If you want to use a customer service platform to automate routine questions and free up agents to do more, Ada is a strong contender. The AI-powered automation platform can handle more than 70% of customer inquiries, tapping into existing knowledge bases and data systems to offer personalized answers. Features include voice and email automation, support for multiple languages, and AI coaching, all of which can improve customer satisfaction and lower costs.

Another contender is Forethought, which automates routine interactions and improves resolution rates. With tools like Solve for basic questions, Triage for assessing intent, Assist for summarizing with AI, and Discover for optimizing workflows, Forethought lets support teams work more efficiently and cut costs. The company's platform integrates with popular helpdesks like Zendesk and Salesforce, so it's a good fit for e-commerce and SaaS businesses.

Zendesk also has a broad suite of tools with AI abilities to personalize interactions across multiple communication channels. That includes AI Agents for processing requests, AI-powered Workforce Management for optimizing staffing levels, and Quality Assurance for evaluating interaction quality. The company's tools are for companies of all sizes, and it has a high average return on investment, so it's a good choice for companies that want to scale and customize their customer service operations.

If you want to go all in on generative AI, Ultimate automates more than 60% of support requests across multiple channels. Its tools include UltimateGPT for FAQs, Dialogue Builder for custom dialogues, and an Analytics Suite for optimizing performance. The company's platform integrates easily with any CRM and offers multilingual support, so it's a good choice for improving customer satisfaction and lowering operational costs.