Question: I need a tool that can automate and track customer support performance across different channels.

If you want a system to automate and measure customer support performance across multiple touchpoints, Ultimate is a top contender. The platform, which uses generative AI to handle more than 60% of support requests across multiple digital channels, is designed to boost customer satisfaction and efficiency. It includes UltimateGPT for answering FAQs, Dialogue Builder for custom conversations and an Analytics Suite for optimizing conversation performance. It also handles multilingual conversations and can be integrated with a variety of CRMs.

Another top contender is Forethought, which uses AI to automate mundane work and improve customer support. It offers tools like Solve for basic questions, Triage for ticket routing, Assist for AI-generated ticket summaries and Discover for analyzing unstructured information. Forethought can integrate with popular helpdesks like Zendesk, Salesforce and ServiceNow, and promises strong returns on investment, lower support costs and higher productivity.

If you want a more AI-heavy approach, Ada offers a system that replaces traditional chatbots with AI agents, answering more than 70% of customer questions. It can be integrated with existing knowledge bases and handles multilingual conversations across multiple channels. Ada has reported strong results, including a large increase in automated resolution and ROI, so it's a good option if you want to improve customer satisfaction and lower operational costs.