# Best Chatbots Software - Page 51 ## How Many Chatbots Software Products Does G2 Track? **Total Products under this Category:** 761 ### Category Stats (Aug 2026) - **Average Rating:** 4.52/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Google Cloud Agent Assist (+1.89%) - Among all products in this category, Google Cloud Agent Assist recorded the largest rating increase compared to last month _Last updated: August 01, 2026_ ## How Does G2 Rank Chatbots Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 79,300+ Authentic Reviews - 761+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Chatbots Software ![G2 Grid® for Chatbots Software plotting products by satisfaction and market presence](https://www.g2.com/categories/chatbots/grids.png?focus%5B%5D=90225&focus%5B%5D=574&focus%5B%5D=3270&focus%5B%5D=1437428&focus%5B%5D=19432&focus%5B%5D=61400&focus%5B%5D=1209&focus%5B%5D=4215) Highlighted products: Qualified, Zendesk for Customer Service, Fin, Jotform AI Agents, Birdeye, Tidio, Paylocity, and Genesys Cloud CX. Underlying data: [Grid® JSON](https://www.g2.com/categories/chatbots/grids.json?focus%5B%5D=qualified&focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=fin&focus%5B%5D=jotform-ai-agents&focus%5B%5D=birdeye&focus%5B%5D=tidio&focus%5B%5D=paylocity&focus%5B%5D=genesys-cloud-cx) **Sponsored** ### Ada Ada is an enterprise Agentic Customer Experience (ACX) company that helps large organizations deploy, manage, optimize, and scale AI agents for customer service, with more than 550 AI agents deployed across the world's most demanding enterprise environments. Ada's core differentiator is the ACX Operating Model: the only approach in the category that pairs an enterprise AI platform with structured methodology and expert guidance. The logic behind it is direct: the best customer experiences come from businesses that own and operate their AI agents, not ones that depend on vendors to run them. The companies that own their AI capability are the ones that compound value. Ada's job is to help them get there. Ada delivers that ownership through three components: the ACX Platform (AI agent management across every channel and language, no engineering dependency required), ACX Practice (a structured methodology for building, governing, and scaling an ACX program), and ACX Experts (who work alongside internal teams to build lasting internal fluency). The ACX Platform is designed with these core components: - Reasoning Engine™: A patent-pending intelligence layer that powers the AI agent across all channels using shared customer context, business logic, and configurable policies, with built-in accuracy and safety controls. Consistent experience meets reduced overhead. - Conversation Hub: Deploy an AI agent across voice, messaging, email, and custom channels in 60+ languages, with structured handoff to human agents when escalation is needed. - Performance Center: Tools for building, testing, and optimizing AI agent behavior, including Playbooks for complex multi-step workflows (refunds, rebookings, authentication), Coaching for continuous improvement, and Simulations for safe pre-launch testing. Tracks resolution rate, CSAT, NPS, and custom KPIs. - Developer Toolkit: Pre-built connectors for Salesforce, Zendesk, and ServiceNow, plus APIs, SDKs, and an MCP Server for managing the AI agent from tools like Claude or ChatGPT. - Enterprise-grade security: SOC 2 Type II, GDPR, HIPAA, PCI DSS, and AIUC-1 certified, with Zero Data Retention and regional data residency. Ada was the first ACX platform to have achieved AIUC-1 certification, the world's first AI safety standard specifically designed for customer service agents—and Ada helped write it. Proven customer outcomes include: - IPSY (ecommerce) achieved 943% ROI on its AI investment within four months of using Ada's ACX platform alongside a 63% improvement in automated resolution rate and a 41% improvement in CSAT. Endy (retail) achieved an 85% automated resolution rate during a major national promotion and 75% CSAT during their warehouse sale. - eSky Group (travel) saw a 17-point increase in automated resolution in four months, a 19-point CSAT jump, and 200% ROI—running three brands across 50+ markets with one team on one platform. - Blackhawk Network (fintech) transformed into a mature ACX operation, automatically resolving ~50% of all incoming inquiries across brands and channels, and upskilling frontline agents with plans to expand AI across the entire enterprise. Across Ada's customer base, the impact extends beyond efficiency metrics. At ClickUp, support agents shifted from manually building chatbot content to specializing in product areas and contributing to lifecycle and retention strategy. At Endy, volume relief created new AI coaching and QA roles rather than headcount reductions. Ada is built for enterprise organizations with high-volume, complex support operations across industries including financial services, telecommunications, retail and ecommerce, travel, insurance, and technology. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1250&secure%5Bchosen_at%5D=2026-08-03T03%3A52%3A14Z&secure%5Bdisplayable_resource_id%5D=1250&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1250&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=37339&secure%5Bresource_id%5D=1250&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fchatbots%3Fcx_tag_filter%3D32%252C47%26page%3D51&secure%5Btoken%5D=d49f7ec547b96d5d69154c747156e93632d2f37c5be2f204200f72b7dba50493&secure%5Burl%5D=https%3A%2F%2Fwww.ada.cx%2Fplatform%2F%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2-clicks&secure%5Burl_type%5D=book_demo) ### [Winchat](https://www.g2.com/products/winchat/reviews) Winchat boosts customer engagement and acquisition tenfold, making every interaction count. #### Who Is the Company Behind Winchat? - **Seller:** [Winchat](https://www.g2.com/sellers/winchat) - **Year Founded:** 2018 - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b0d259a1d2a6db81a5f399e220b5a2438cd2ba7e9abb7415bd4dcc41c2ef5fd4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fwinchat-ai%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [WittySuite](https://www.g2.com/products/wittysuite/reviews) WittySuite is a business-to-customer interaction management suite that allows you to create your ideal user experience, create and manage your own chatbots, combine AI with human attention, and send mass messages via WhatsApp and SMS. Our platform includes solutions for user authentication by voice biometrics, speech-to-text, OCR, complete digital onboarding, and voice payments, among other innovations. #### Who Is the Company Behind WittySuite? - **Seller:** [Simpletech](https://www.g2.com/sellers/simpletech-68704061-2c28-4272-b403-8357cc16b159) - **Year Founded:** 2011 - **HQ Location:** Montevideo, UY - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f46cf59bff98f647255f416efa6b69e6e95e8c449e8bfb30b0e1a7077a263bd7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsimpletech%2F&secure%5Burl_type%5D=linkedin_company_website) 47 employees on LinkedIn® ### [Xenon](https://www.g2.com/products/xenon-xenon/reviews) Supercharge your sales pipeline with Xenon, the most advanced and intuitive Cold Email & Multi-Channel Sales Automation CRM. Xenon empowers you to automate your entire sales process, from prospecting and lead nurturing to closing deals and managing your pipeline. With Xenon, you can: Send personalized cold emails at scale. Track your email opens, clicks, and conversions. Automate your follow-ups and reminders. Manage your leads and contacts in one central location. Get real-time insights into your sales performance. More than +200 features to generate leads. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Xenon? - **Seller:** [Xenon](https://www.g2.com/sellers/xenon) - **Year Founded:** 2023 - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Xenon? **["Xenon review"](https://www.g2.com/survey_responses/xenon-review-9115783)** **Rating:** 5.0/5.0 stars _— Verified User in Accounting_ [Read full review](https://www.g2.com/survey_responses/xenon-review-9115783) ### [xPath Labs](https://www.g2.com/products/xpath-labs/reviews) ChatGPT for your website - an AI chatbot that learns about your business, talks to visitors and captures leads for you. Integrates with any website in 3 steps and answers any queries visitors have about your business in an intelligent and human manner. #### Who Is the Company Behind xPath Labs? - **Seller:** [xPath Labs](https://www.g2.com/sellers/xpath-labs) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of xPath Labs? **["Best experience ever"](https://www.g2.com/survey_responses/xpath-labs-review-9528798)** **Rating:** 4.5/5.0 stars _— Nidhi D._ [Read full review](https://www.g2.com/survey_responses/xpath-labs-review-9528798) ### [Yaps World](https://www.g2.com/products/yaps-world/reviews) Yaps World is a dynamic platform offering a suite of innovative, open-source applications designed to enhance digital communication and productivity. By leveraging advanced technologies, Yaps World provides users with tools that prioritize privacy, efficiency, and user-friendly experiences. Key Features and Functionality: - Zarin: An AI-powered chat application supporting multiple models, Zarin facilitates seamless and intelligent conversations, catering to diverse user needs. - yaps[dot]chat: This service offers one-time, end-to-end encrypted anonymous chats, ensuring secure and private communication without compromising user confidentiality. - notlink: A blazingly fast, open-source URL shortener, notlink enables users to create concise and manageable links efficiently, enhancing online navigation and sharing. Primary Value and User Solutions: Yaps World addresses the growing demand for secure, efficient, and user-centric digital tools. By providing open-source applications like Zarin, yaps[dot]chat, and notlink, the platform empowers users to communicate and manage information with enhanced privacy and speed. These solutions cater to individuals and organizations seeking reliable and accessible tools to streamline their digital interactions and workflows. #### Who Is the Company Behind Yaps World? - **Seller:** [Yaps World](https://www.g2.com/sellers/yaps-world) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Yasna.ai](https://www.g2.com/products/yasna-ai/reviews) The easiest way to conduct in-depth interviews. Yasna.ai is an all-in-one platform for AI-powered in-depth interviews that helps research agencies, consumer insights teams, and product professionals uncover deep actionable insights faster, more reliably, and at scale. By combining human-like interviewing with automated analysis, Yasna.ai transforms the way qualitative and quantitative research is conducted. Traditional research methods often face trade-offs between depth, speed, and cost. Running in-depth interviews manually is resource-intensive, while surveys can miss nuance and context. Yasna.ai bridges this gap with conversational AI moderation: an AI interviewer engages respondents in one-on-one text-based conversations, probing naturally, adapting to tone and language, and ensuring responses are thoughtful and authentic. This approach gives researchers the richness of qualitative data with the scalability of quantitative methods. Key capabilities include: - AI-assisted setup. Researchers can create projects in minutes using smart templates, natural language instructions, and stimuli uploads. - Built-in recruitment. Access consumer and B2B audiences worldwide, or recruit via your own links and panels, with automated AI screening to ensure respondent quality. - Automated interviewing. Conduct hundreds of interviews simultaneously, across any geography or language, without sacrificing depth. - Instant analysis and reporting. Transcripts are transformed into structured summaries, key findings, themes, and quantitative breakdowns — reducing hours of manual work to just minutes. With Yasna.ai, agencies and insights teams gain a competitive advantage: running exploratory research, concept testing, product feedback, UX studies, and brand perception projects faster and more frequently, while reducing costs and operational complexity. The platform is designed for both qualitative researchers seeking scale and quantitative researchers seeking richer context. Who uses Yasna.ai? - Market research agencies use Yasna.ai to serve more clients and expand into new markets without increasing headcount. - Consumer goods and services companies rely on Yasna.ai for rapid global feedback and continuous product development. - UX and product research teams use the platform to capture authentic user feedback at every stage of the product lifecycle. Whether you’re running a handful of interviews or hundreds, Yasna.ai ensures data quality through contextual moderation, adaptive probing, and respondent validation. Researchers maintain full control, while the AI handles routine tasks. In a world where AI research tools are reshaping the industry, Yasna.ai empowers agencies and brands to stay ahead — combining human-like conversations with the power of automation. **Average Rating:** 4.7/5.0 **Total Reviews:** 3 #### How Do G2 Users Rate Yasna.ai? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.2/10) #### Who Is the Company Behind Yasna.ai? - **Seller:** [Yasna.ai](https://www.g2.com/sellers/yasna-ai) - **Year Founded:** 2024 - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b707c9ffe420a6aa7a4d241db643728b97770ebc76bd6fbd1a46d4d6b986367&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fyasna-ai&secure%5Burl_type%5D=linkedin_company_website) 18 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 67% Small, 33% Large #### What Do G2 Reviewers Say About Yasna.ai? _AI-generated summary from verified user reviews_ ##### Pros - Users find Yasna.ai to be **easy to use** , enabling efficient data collection and analysis effortlessly. - Users commend Yasna.ai for its **reliable AI moderation** and effective support, enhancing qualitative interview experiences. - Users find Yasna.ai to be a **reliable and efficient tool** for AI-moderated qualitative interviews, enhancing data collection. - Users appreciate the **efficiency and professionalism** of Yasna.ai for conducting genuine and effective AI-moderated interviews. - Users value the **humanized AI integration** in Yasna.ai, leading to more genuine responses during interactions. ##### Cons - Users express concerns about **compensation issues** , feeling uncertain about credit allocation affecting their experimentation with the product. - Users are concerned about the **inconsistent credit usage** , which hinders experimentation and creates apprehension about running out of credits. - Users feel the **credit system is confusing** and suggest a subscription model for more flexibility in experimentation. - Users report issues with **data accuracy** , leading to concerns about the reliability of the information provided. - Users report **data inaccuracy** , noting that answers often contain duplicate or similar information, leading to confusion. #### What Are Recent G2 Reviews of Yasna.ai? **["Innovative tool for fast QUAL feedback"](https://www.g2.com/survey_responses/yasna-ai-review-10454050)** **Rating:** 5.0/5.0 stars _— Anna V._ [Read full review](https://www.g2.com/survey_responses/yasna-ai-review-10454050) **["Time saver for user interview during UX Research phase"](https://www.g2.com/survey_responses/yasna-ai-review-10260669)** **Rating:** 4.5/5.0 stars _— Chinmay M._ [Read full review](https://www.g2.com/survey_responses/yasna-ai-review-10260669) ### [Yekaliva](https://www.g2.com/products/yekaliva/reviews) Yekaliva.ai is a complete end-to-end platform that helps you to CREATE, TRAIN, TEST, INTEGRATE Conversational Chatbot to Automate your Business process. #### Who Is the Company Behind Yekaliva? - **Seller:** [PositiveNaick Analytics, Pvt, Ltd](https://www.g2.com/sellers/positivenaick-analytics-pvt-ltd) - **Year Founded:** 2017 - **HQ Location:** Chennai, India, IN - **Twitter:** @yekaliva 12 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b737a7718dda513ed1d8c43889d795ca8f63c4a1ea3c6d83d669815a2b4ea007&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fyekaliva&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Yugasa Bot](https://www.g2.com/products/yugasa-bot/reviews) YugasaBot is a leading company developing Omnichannel chatbots for every business domain to improve and automate lead generation and customer support. #### Who Is the Company Behind Yugasa Bot? - **Seller:** [YugasaBot](https://www.g2.com/sellers/yugasabot) - **Year Founded:** 2020 - **HQ Location:** Gurgaon, IN - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=cb20f59b5f2cc05b473f59b5b77214fd0364a214e8a0f885ac258d1416868829&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fyugasabot&secure%5Burl_type%5D=linkedin_company_website) 12 employees on LinkedIn® ### [Zeta Labs](https://www.g2.com/products/zeta-labs/reviews) Zeta Labs is an AI research and product company dedicated to developing autonomous agents that perform browser-based tasks efficiently. Their flagship product, JACE, is a proprietary AI agent designed to control and execute actions within web browsers, emulating human user behavior. JACE excels in managing complex, multi-step tasks that require web interaction, automation, and direct communication functionalities. #### Who Is the Company Behind Zeta Labs? - **Seller:** [Zeta Labs](https://www.g2.com/sellers/zeta-labs) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9e698afa967baf05c9d048a4a2ea775ea218eec7ebcc90e6f44618f09f921f64&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fzetaai%2F&secure%5Burl_type%5D=linkedin_company_website) 16 employees on LinkedIn® ### [Zifront](https://www.g2.com/products/zifront/reviews) Zifront is a chatbot and live chat software for lead generation and website visitor engagement. Easily connect with website visitors using automated Chatbot and Live Chat software. Provide a self-service user experience, scale your lead generation and shift leads to the next step of the funnel with no effort. #### Who Is the Company Behind Zifront? - **Seller:** [Cyber Cast International, S.A.](https://www.g2.com/sellers/cyber-cast-international-s-a) - **Year Founded:** 2002 - **HQ Location:** N/A - **Twitter:** @MailRush\_io 23 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=028a8e691279741edb1849fde18fada1cc309163eb711818baa364e076ff4403&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcyber-cast-international-s-a-%2Fabout%2F&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® ### [Zonebot](https://www.g2.com/products/zonebot/reviews) ZoneBot is a Slack application designed to simplify time zone coordination for remote and distributed teams. By integrating directly into Slack, it allows users to convert time zones effortlessly using a simple command, ensuring that all team members are synchronized regardless of their geographical locations. Key Features and Functionality: - Time Zone Conversion with `/convert-time`: Users can type commands like `/convert-time 10 AM CST` in Slack to instantly display the equivalent time for teammates in their respective time zones. - Comprehensive Time Zone Support: ZoneBot supports all global time zones, facilitating seamless coordination across international teams. - Automatic Time Zone Detection: The app retrieves time zone information from user profiles, eliminating the need for manual configuration. - Versatile Usage: ZoneBot functions in both public channels and direct messages within Slack, providing flexibility in various communication contexts. - Customizable Time Formats: Users can choose between 12-hour and 24-hour time displays based on personal preference. - Minimalist Interaction: ZoneBot responds only when the `/convert-time` command is used or when explicitly addressed, reducing unnecessary notifications. Primary Value and User Benefits: ZoneBot addresses the common challenge of coordinating meetings and deadlines across different time zones, a frequent hurdle for remote and distributed teams. By providing instant and accurate time conversions within Slack, it eliminates the need for manual calculations and reduces the risk of scheduling errors. This leads to improved efficiency, clearer communication, and enhanced collaboration among team members, regardless of their locations. #### Who Is the Company Behind Zonebot? - **Seller:** [Zonebot](https://www.g2.com/sellers/zonebot) - **Year Founded:** 2024 - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7b7d38d80d26cdaa3f3e068f87adbf63a3461f3c83428151f71f581c04bf3ad2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fzonebot&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® - [‹ Prev‹ Prev](/categories/chatbots?cx_tag_filter=32%2C47&order=g2_score&page=50#product-list) - [1](/categories/chatbots?cx_tag_filter=32%2C47&order=g2_score#product-list) - [2](/categories/chatbots?cx_tag_filter=32%2C47&order=g2_score&page=2#product-list) - … - [47](/categories/chatbots?cx_tag_filter=32%2C47&order=g2_score&page=47#product-list) - [48](/categories/chatbots?cx_tag_filter=32%2C47&order=g2_score&page=48#product-list) - [49](/categories/chatbots?cx_tag_filter=32%2C47&order=g2_score&page=49#product-list) - [50](/categories/chatbots?cx_tag_filter=32%2C47&order=g2_score&page=50#product-list) - 51 - Next ›Next › Spotlight Categories [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) [Project Management Software](https://www.g2.com/categories/project-management) [Employee Communications Software](https://www.g2.com/categories/employee-communications) [Sales Engagement Software](https://www.g2.com/categories/sales-engagement) [Data Science and Machine Learning Platforms](https://www.g2.com/categories/data-science-and-machine-learning-platforms) Similar Categories - [Bot Platforms](/categories/bot-platforms) - [Natural Language Processing (NLP)](/categories/natural-language-processing-nlp) [Browse Chatbots Themes](/categories/chatbots/themes) ![Bijou Barry](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bijou Barry") BB Researched and written by [Bijou Barry](https://research.g2.com/insights/author/bijou-barry) Updated April 9, 2026 Chatbots, also called virtual agents or virtual assistants, are used in place of humans to conduct specific tasks or provide information based on written or spoken requests, allowing users to interact with applications in a conversational manner to automate tasks that formerly required human intervention. ### Core Capabilities of Chatbot Software To qualify for inclusion in the Chatbots category, a product must: - Provide an output based on the initial request in written or speech form - Allow for the automation of formerly human-necessary tasks - Be sold as a standalone chatbot solution, and not simply contain NLP or speech recognition within a conversational interface ### Common Use Cases for Chatbot Software Businesses use chatbots to automate customer-facing and internal interactions across a growing range of functions. Common use cases include: - Serving as a first line of defense in customer support alongside [live chat](https://www.g2.com/categories/live-chat), [help desk](https://www.g2.com/categories/help-desk), and [contact center software](https://www.g2.com/categories/contact-center) - Handling sales and marketing knowledge base queries with automated, scripted responses - Enabling users to retrieve data points from [business intelligence software](https://www.g2.com/categories/business-intelligence) through natural language requests ### How Chatbot Software Differs from Other Tools Although chatbots frequently use natural language processing (NLP) or speech recognition to understand requests, they primarily function through scripted conversations, distinguishing them from intelligent virtual assistants, which use natural language understanding (NLU) to conduct more dynamic, human-like conversations. Chatbots are rules-driven and best suited for predictable, structured interactions, while AI-powered alternatives offer greater flexibility and intent comprehension. ### Insights from G2 on Chatbot Software Based on category trends on G2, ease of scripting and deployment speed stand out as key strengths. These platforms deliver reductions in routine inquiry volume and improved first-response times as primary outcomes of chatbot adoption. Show More * * * ## How Do You Choose the Right Chatbots Software? ### What You Should Know About Chatbots Software ### What are Chatbots? Chatbots are impacting every aspect of how businesses communicate with people. Although chatbots are still in the early days, they have grown and developed in leaps and bounds. Chatbots—also known as digital assistants, virtual assistants, virtual agents, interactive agents, and more—have gone from being a simple conversational interface where the user would input text and receive a canned response, to a robust tool where users can converse with a computer via text or voice and receive bespoke responses based on the given context. This advancement is due largely to the rise of artificial intelligence and [natural language processing (NLP) software](https://www.g2.com/categories/natural-language-processing-nlp), as well as improvements in computing power. However, the rise of chatbots should not be viewed in a vacuum. Messaging, in general, has arisen as a preeminent form of communication, and as such, it should come as no surprise that people want a faster and more accessible way to get information. Chatbots can get them that information quickly and can help companies fulfill this desire. With the use of machine learning and deep learning, chatbots can grow intelligently and understand a wider vocabulary and colloquial language, as well as provide more precise and correct responses to requests. Through providing information and conducting specific tasks, whether external, customer-facing requests or internal, employee-facing requests, chatbots can augment humans’ abilities. #### What Types of Chatbots Exist? The manner in which a user might interact with a chatbot can differ, especially as it relates to the sophistication of the chatbot’s conversational abilities and the degree to which a human might need to step in when the chatbot is not able to respond to a particular query in a reasonable manner. **Button-based bots** Users interact with these chatbots through menus and buttons. **Keyword recognition-based chatbots** Users interact with these chatbots through text or speech and the bot responds based on certain pre-programmed keywords. **Contextual chatbots** Users interact with these chatbots in a natural, conversational manner and the bot responds appropriately, thanks to advanced NLP software techniques. ### What are the Common Features of Chatbots? To fully evaluate a chatbot, it should fulfill the task that it has been programmed to do in an efficient and effective way. Here are some criteria through which it can be evaluated. **Emotional intelligence:** In any conversational context, it is critical that each speaker responds to the other in an emotionally intelligent manner, paying careful attention to the emotional state of the other. This is no less true with a chatbot. The best chatbots on the market respond to the user in a way that is commensurate with their emotional state. **Conversational ability:** As the name implies, chatbots should be able to chat in a way that is natural and fluent, understanding the intent of what was said and responding appropriately. **Broad knowledge base:** Good chatbots are well integrated with a host of business systems or knowledge bases, giving them the ability to answer questions correctly and contextually. **Personal:** Stellar chatbots connect to the user in a way that is bespoke and tailored to the individual. They take in personal information in a safe and secure manner and output a response which befits the question as well as the questioner. **Personality:** Boring chatbots might work in some cases, but adding a bit of zest and personality can help unlock the full potential of these conversational agents. When a chatbot has a touch of sass, the conversation is enriched and enlightened, thus raising the level and sophistication of the conversation. ### What are the Benefits of Chatbots? Chatbots affect any touchpoint where businesses communicate with people. Therefore, there are many key reasons a company might deploy a chatbot for a given use case. Chatbots aren’t just useful for website visitors, app users, and customers, but businesses as well. Below are a few reasons why businesses may decide to use chatbots. **More people are ready to use chatbots:** At least in certain circumstances, consumers actually prefer using chatbots for quick communication with brands. People are in front of their computer and phone screens now more than ever, so it makes sense to provide them with a service they can access with their fingertips. **They never take a day off:** Bots are not constrained to traditional work hours or time zones. So, if one approaches the bot with a basic issue at odd hours, it can be resolved within minutes. **Knowledge acquisition:** Chatbots can be used to help visitors sign up for marketing newsletters, register for webinars, schedule appointments, and even guide customers to a landing page or e-commerce site to finalize transactions. ### Who Uses Chatbots? Chatbots, as a multi-purpose, many-featured solution, can be utilized by various business users.  **Marketers** : Marketers are always looking to connect and engage with customers and potential customers. Some channels which they utilize include SMS, email, and telephone. Through conversational solutions, like chatbots, marketers can connect in an automated manner, which would help increase their scale and scope. **Customer support:** When one has issues with a product or service, they want to be able to engage with the business in whatever channel they desire. As such, businesses across industries are developing solutions, such as chatbots, to ensure that they are always available. With chatbots, they are able to provide 24/7 support and services to employees and customers. **Human resources:** Employees frequently have questions for their human resources (HR) team, sometimes known as employee success. These questions range from benefits to paid time off (PTO) to salary-related queries. Although it is important to keep the human in human resources, chatbots can provide a channel in which employees can ask questions and receive answers immediately. ### What are the Alternatives to Chatbots? As mentioned, chatbots are making an impact across industries as well as business functions. Therefore, it is only natural that they integrate with a host of different software. Here are some different types of software that are either directly related to or can be integrated with chatbots. [Bot platforms](https://www.g2.com/categories/bot-platforms) **:** Chatbots are a great solution when users are looking for a chatbot that they can use off the shelf, with little to no development or coding experience necessary. However, companies looking to build their own chatbot can benefit from bot platforms, which are tools used to build and deploy interactive chatbots. These platforms provide development tools such as frameworks and API toolsets for customizable bot creation. [Intelligent virtual assistant](https://www.g2.com/categories/intelligent-virtual-assistants)[s software](https://www.g2.com/categories/intelligent-virtual-assistants) **:** If a company has more time and energy, as well as fiscal resources, it is wise for them to explore intelligent virtual assistants (IVAs), which provide the same basic capabilities of chatbots and more. With IVAs, users are enabled to have natural conversations via a host of different channels to solve their business problems. In addition, this advanced software has the ability to use the conversations to update systems such as a CRM, an ERP, or human resource management systems. #### Software Related to Chatbots The following solutions can be used in conjunction with chatbots to automate business operations and further advance digital transformation: [Help desk software](https://www.g2.com/categories/help-desk) **:** Customer service is a major use case for chatbots. Help desk software, which is designed to provide a customer with information and support regarding a company’s products or services, is extensively including chatbot functionality or the ability to integrate with chatbots. [Productivity bots software](https://www.g2.com/categories/productivity-bots) **:** Users looking to increase the productivity of software they are using should look to productivity bots to help them achieve this goal. Productivity bots work as add-ons to software tools, providing additional features, organization, or automation on top of the foundational features of the product. When a bot is connected to a software platform, it boosts the utility of the existing tool that the team already uses. [Natural language processing (NLP) software](https://www.g2.com/categories/natural-language-processing-nlp): NLP software allows applications to interact with human language using a deep learning algorithm. NLP algorithms input language and can give a variety of outputs based on the learned task NLP algorithms can provide voice recognition and natural language generation, which converts data into understandable human language. Some examples of NLP uses include chatbots, translation applications, and social media monitoring tools that scan social media networks for mentions. ### Challenges with Chatbots A software can come with its own set of challenges. Chatbots, which are changing many industries and use cases (such as customer support and e-commerce), have some key issues which one should keep in mind. **Preference for human agents:** Although chatbots are great at many tasks, some contexts, such as those which require a significant amount of empathy, may be better served by a human agent. **Handoffs to humans:** There might come a time when a chatbot does not have an answer to a question from the user. It is critical that the system is designed in a way to successfully resolve this problem. Typically, the best way to solve this is to transition the user to a human agent. ### Which Companies Should Buy Chatbots? Chatbots are positively affecting industries from travel to retail, as well as business functions such as HR. Within these industries, the roles can significantly vary as to who most commonly engages with chatbots. **Hospitality:** The hospitality industry is being transformed by chatbots, with businesses using them to increase customer loyalty through on-demand support and personalized service. Other uses of chatbots in the hospitality sector include taking reservations, enabling personalized services like preferred room features or local restaurant recommendations supporting customer engagement and retention. **Retail:** Retail and e-commerce stand to benefit greatly from the deployment of chatbots to enhance customer engagement and drive sales. Chatbots can also deliver a personalized e-commerce experience for customers. **Travel:** The travel sector is adopting chatbots to assist customer bookings, provide customer support, resolve complaints, and act as a personal assistant to customize a traveler’s itinerary. ### How to Buy Chatbots When looking to deploy a chatbot solution, businesses should start by investigating their various channels, such as messaging platforms, emails, and websites. Chatbots can be deployed across any and all of these platforms. Through analyzing these channels—e.g., discovering response rates, most popular channels, etc.—users can best understand their performance and how chatbot solutions can supercharge them. #### Requirements Gathering (RFI/RFP) for Chatbots Whether a company is purchasing chatbots for the first time or looking to replace their current system, G2.com can assist them with the selection process. First, buyers should evaluate the need for chatbots and determine what functionality will be most useful for the business.  Some initial questions which should be asked include: - Which are the channels that are supported? - How long does it take to set up? - How easy is it to script the chatbots? - How is the offering priced? #### Compare Chatbots **Create a long list** Evaluating vendors should start with a long list, which will help to determine whether or not a given solution is a good fit. With a long list, one creates a broad list of tools that align with one’s business goals. So that there is a level playing field, it is important to ask the same set of questions to each seller. **Create a short list** Next, a whittling down should take place. Through pointed questions, demos, and trials, one can go from a long list to a short one. Although this will differ for each business and use case, three to five products are typically a good number. With this list in hand, businesses can produce a matrix to compare the features and pricing of the various solutions. **Conduct demos** To ensure the comparison is thoroughgoing, the user should demo each solution on the short list with the same use case and datasets. This will allow the business to evaluate like for like and see how each vendor stacks up against the competition. #### Selection of Chatbots **Choose a selection team** Before getting started, it's crucial to create a winning team that will work together throughout the entire process, from identifying pain points to implementation. The software selection team should consist of members of the organization who have the right interest, skills, and time to participate in this process. A good starting point is to aim for three to five people who fill roles such as the main decision maker, project manager, process owner, system owner, or staffing subject matter expert, as well as a technical lead, IT administrator, or security administrator. In smaller companies, the vendor selection team may be smaller, with fewer participants multitasking and taking on more responsibilities. **Negotiation** Just because something is written on a company’s pricing page, does not mean it is fixed (although some companies will not budge). It is imperative to open up a conversation regarding pricing and licensing. For example, the vendor may be willing to give a discount for multi-year contracts or for recommending the product to others. **Final decision** After this stage, and before going all in, it is recommended to roll out a test run or pilot program to test adoption with a small sample size of users. If the tool is well used and well received, the buyer can be confident that the selection was correct. If not, it might be time to go back to the drawing board. ### Chatbots Trends In addition, artificial intelligence techniques such as NLP software help make chatbot solutions easier to use and more powerful, providing more accurate results. Below are the trends relevant to this software. **Conversational interfaces** In general, users are looking to conversational interfaces to get answers to their burning questions. For example, they are looking to query their data in a more natural way. Since natural language understanding has improved, people can talk to their data, finding and exploring insights using natural, intuitive language. With this powerful technology, users can focus on discovering patterns and finding meaning hidden in the data as opposed to memorizing SQL queries. Data-focused businesspeople, like data analysts, can benefit from conversational interfaces like chatbots. Users can uncover the material they are looking for using intuitive language. Intuitive methods of querying data mean a larger user base that can access and make sense of company data. **Voice** Voice is a primal method of interacting with others. It is only natural that we now converse with our machines using our voice and that the platforms for said voicebots have seen great success. Voice makes technology feel more human and allows people to trust it more. Voice will prove to be an important natural interface that mediates human communication and relationships with devices, and ultimately, within an AI-powered world. **Artificial intelligence** AI is quickly becoming a promising feature of many, if not most, types of software. With machine learning, end users can identify patterns in data, allowing them to make sense of content and help them understand what they are seeing. This pattern recognition is fueling the rise of more powerful, contextually-aware chatbots.