9 Best AI Helpdesk Software (+AI Service Desk)
Providing top-tier customer service is crucial for any business, but keeping up with inquiries across multiple channels can be a challenge.
That’s where AI helpdesk software comes in.
These clever tools apply technologies like natural language processing and machine learning to streamline support and improve satisfaction.
Best AI Helpdesk Software Tools TL;DR
- Supportbench — Best for multifaceted AI integration across customer support operations
- Freshdesk — Best for intelligent multi-channel support
- Freshservice — Best for IT service management with AI capabilities
- Gorgias — Best for e-commerce customer support
- Tidio — Best for AI chatbots
- Zoho Desk — Best feature-rich helpdesk with AI assistant
- HelpDesk — Best affordable option for SMBs
- ServiceDesk Plus —Best AI service desk software for IT departments
- Richpanel — Best for customer self-service support
We cut through vendor hype to give you the real scoop on today’s leading options. We spent countless hours researching, testing, and evaluating the AI helpdesk space to uncover the top solutions for every need and budget.
Keep reading as we break down the key capabilities, pros and cons, and ideal use cases of our top picks to empower your support team.
1. Supportbench
Supportbench is an AI-powered helpdesk software designed to streamline customer support operations and enhance customer experiences.
It utilizes AI to automatically generate concise case summaries upon case creation, providing agents with a quick overview of the issue.
Supportbench employs AI-based sentiment analysis to predict customer satisfaction (CSAT) and customer effort scores (CES), enabling proactive measures for dissatisfied customers.
The AI can also predict the likelihood of first-contact resolution (FCR) for each case, helping optimize resource allocation.
Supportbench leverages AI to automatically create knowledge base articles from resolved cases, ensuring valuable insights are captured and reused.
It offers internal and external AI-powered knowledge base bots that can intelligently scan the entire knowledge base to provide accurate answers to customer queries.
The platform features a Customer QA AI Bot that can read FAQs and provide automated responses to customer queries. If it cannot find a suitable answer, it initiates a new case or chat session.
Supportbench integrates with ChatGPT, enabling AI-powered conversational experiences for customers through chat widgets.
Agents can leverage Supportbench’s AI capabilities to automatically generate response drafts, saving time and effort.
In summary, Supportbench incorporates AI throughout its features, from case management and knowledge base creation to customer engagement and response generation, aiming to enhance efficiency, personalization, and overall customer satisfaction.
Supportbench Pricing
- Professional Plan: $32 per agent/month (based on yearly contract)
- Enterprise Plan — $125 per agent/month
▶ Visit Supportbench (21-day free trial)
2. Freshdesk
For a robust AI helpdesk platform that centralizes support conversations across channels, Freshdesk is a top choice. Their unified inbox lets agents manage email, phone, chat, social media, and more from one place.
We especially like the recent addition of Freddy AI. This smart assistant analyzes past tickets and proactively suggests responses to resolve new inquiries faster. It also offers helpful sales insights and IT recommendations.
In our testing, Freddy exceeded expectations in automatically handling routine questions so agents could focus on complex issues. And Freshdesk’s breadth of features for call centers, CRM, ITSM, and marketing teams makes it incredibly versatile.
If you need an AI-powered command center for sales, service, and support, Freshdesk is hard to beat. And you can try it free for 21 days.
Freshdesk Pricing
- Free: $0/mo
- Growth: $15/agent/mo (billed annually)
- Pro: $49/agent/mo (billed annually)
- Enterprise: $99/agent/mo (billed annually)
Start Freshdesk 21 day free trial
3. Freshservice
Freshservice is an AI-powered IT service management (ITSM) and employee service management (ESM) solution from Freshworks.
It offers a bunch AI capabilities for helpdesk and service desk operations.
First up, there is Freddy AI which is an AI virtual agent that provides conversational self-service support to employees through natural language interactions. It can automatically resolve common requests and issues by integrating with the knowledge base and service catalog. This helps deflect tickets and reduce the workload on human agents.
It can auto-suggest relevant knowledge articles, auto-categorize and prioritize tickets, and provide smart suggestions for resolution.
Freddy Insights provides AI-powered insights and recommendations to managers by analyzing service desk data and metrics. It allows conversational inquiries about performance and can generate automated reports.
Other AI capabilities worth mentioning include:
- Automated ticket routing and assignment based on machine learning models
- Predictive analytics and forecasting for resource planning
- Natural language processing for understanding user requests
Freshservice integrates AI and automation throughout the ITSM workflow, from request management to incident resolution, to boost efficiency and provide an enhanced employee experience. Its AI capabilities aim to empower a high-performing workforce through self-service, agent productivity tools, and data-driven insights.
Try Freshservice (21 day free trial)
4. Gorgias
Managing customer inquiries for an online store requires specialized tools. That’s where Gorgias shines. Their AI helpdesk centralizes support from channels like email, live chat, Facebook, and Instagram.
But what sets Gorgias apart is seamless integration with ecommerce platforms like Shopify and Magento. Agents get order details right inside the ticketing dashboard.
Another cool perk is AI that studies past tickets and suggests responses aligned with your brand voice and style. This cuts reply time while ensuring personalized service.
For direct-to-consumer companies, Gorgias combines ecommerce-specific capabilities with AI to streamline customer support. They offer tailored plans for stores of all sizes.
Gorgias Pricing
- Basic: $60/mo (250 tickets)
- Pro: $300/mo (2000 tickets)
- Advanced: Custom pricing
5. Tidio
Providing prompt, personalized customer support across rapidly evolving channels is an immense challenge for growing businesses.
Tidio meets this challenge head-on with an innovative helpdesk platform we’ve recognized as the premier AI-enhanced solution. It consolidates and optimizes service delivery for results that speak for themselves.
A key advantage of Tidio is its ability to seamlessly centralize conversations from email, live chat, social media and more into a unified inbox. Service, sales and support teams can engage customers much faster without the hassle.
Another practical feature is Tidio’s intelligent department routing. Inquiries automatically go to the best equipped agents based on their expertise. Customers get more satisfied with informed, tailored assistance while teams eliminate tedious triage and stay focused.
Tidio also revolutionizes organization through an automated ticketing system. Conversations transform into manageable tickets that provide accountability and oversight into the request resolution process. Nothing falls through the cracks again.
Where Tidio really differentiates itself is its AI chatbots. These virtual assistants instantly resolve common questions about shipping, orders, product info and the like 24/7.
With bots handling high-volume repetitive inquiries, human agents dedicate their time to building relationships and driving growth through more meaningful interactions. Tidio sets the gold standard for customer experience.
Tidio Pricing
- Free — $0/month
- Communicator — $25/month
- Chatbots — $29/month
- Tidio+ — $394/month
6. Zoho Desk
As a leader in business software, Zoho offers an incredibly robust helpdesk in Zoho Desk. It brings all customer interactions into a single console for unified service.
A standout is Zia, an AI assistant that provides suggestions, surfaces insights, and even analyzes sentiment. She helps agents deliver hyper-personalized experiences.
Zoho also provides top-notch ticket organization through AI-powered tagging. No manually categorizing requests needed. Guided chat flows quickly solve common issues.
For a full-service helpdesk equipped with a proactive AI assistant, Zoho Desk is a fantastic choice. It scales to meet the needs of rapidly growing teams. And you can try it out at no cost.
Zoho Desk Pricing
- Free: $0/agent/mo
- Standard: $12/agent/mo (billed annually)
- Professional: $20/agent/mo (billed annually)
- Enterprise: $35/agent/mo (billed annually)
7. HelpDesk
Smaller support teams often want helpdesk software that’s easy to use without advanced customization. That’s where HelpDesk shines. It provides an intuitive interface to manage customer conversations in one place.
While HelpDesk covers all the ticketing essentials, its AI text enhancement tool is a practical bonus. Agents can write faster replies with improved grammar and tone personalization.
For SMBs who want to consolidate multichannel support without investing in enterprise-level features, HelpDesk hits the sweet spot. It delivers core functionality with smart AI capabilities.
HelpDesk Pricing
- Team: $29/agent/mo (billed annually) or $34/agent/mo (billed month-to-month)
- Enterprise: Custom pricing
8. ServiceDesk Plus
ServiceDesk Plus is an ITIL-ready help desk software offers a set of artificial intelligence capabilities that automate repetitive tasks and boost response capabilities.
ServiceDesk Plus is the premier AI service desk software thanks to its support-enhancing functionalities. Intelligent bots instantly create tickets from user requests then use machine learning algorithms to resolve many common issues. This automation enables agents to focus on challenging problems that require human insight.
Another standout is the virtual agent that acts as the initial point of contact for users. It can handle password resets, software installs, network troubleshooting and numerous other frequent requests instantly. This significantly expands support capacity without exhausting human staff.
Looking behind the scenes, predictive analytics anticipate problems like outages before they happen so IT can proactively address risks. Sentiment analysis ensures users feel acknowledged by detecting frustration early on. And AI-powered self-service cuts down on repeating questions.
For IT professionals facing unrelenting demands, ServiceDesk Plus integrates the AI capabilities that work alongside human teams, not replace them. The automation, forecasting and productivity features reduce the overwhelming workload while empowering agents with key insights to provide more strategic support.
With its laser focus on enhancing IT service management through AI, ServiceDesk Plus helps technology teams meet the challenges of a 24/7 world. It’s the premier intelligent solution built to optimize technical support delivery now and into the future.
Start ManageEngine Service Desk free trial
9. Richpanel
Richpanel AI-powered helpdesk automates repetitive support tasks to boost satisfaction and loyalty.
The start of the show is Richpanel’s Sidekick, an AI assistant for agents that uses GPT-4. It studies past interactions and suggests personalized, on-brand responses to speed up resolutions.
Unlike rigid chatbots, Sidekick is trained on your data and adapts to your tone over time. It only provides answers when confident, so quality is never compromised.
Richpanel also simplifies collaboration across teams by centralizing customer info and conversations into one inbox.
Their automation library applies proven templates to streamline workflows with one click. And robust integrations with platforms like Shopify and Amazon enable seamless data syncing.
Richpanel Pricing
- Professional: $139/mo
- Expert: $159/mo
- Master: $179/mo
AI Helpdesk Software Final Words
Providing an amazing customer experience is all about evolution. As expectations change, brands must continually improve their support capabilities. AI helpdesk software enables the next phase of service innovation.
These intelligent platforms automate repetitive issues so agents can focus on building relationships. They provide the insights needed to hyper-personalize engagement. And they centralize data from all channels into unified workflows.
While transforming customer service may seem daunting, the right technology partner simplifies the process. Our top recommendations remove the guesswork by delivering proven solutions tailored to your needs.
And with the ROI from greater efficiency, reduced churn, and higher lifetime value, AI helpdesk tools pay for themselves over time. The benefits of increased satisfaction and brand loyalty are priceless.
As AI capabilities continue to develop, the future of service looks bright. Helpdesk software leverages the latest advances to enable teams of all sizes to compete. Adopting AI elevates what customers expect from even small businesses.
No matter your scenario, upgrading to an AI helpdesk solution is a savvy investment. The world-class service it facilitates will become a core competitive advantage. When it comes to supporting your customers, don’t settle for the status quo. Use AI to take your helpdesk to the next level.
