# Best Enterprise Chatbots Software *By [Bijou Barry](https://research.g2.com/insights/author/bijou-barry)* Products classified in the overall Chatbots category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Chatbots to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Chatbots category. In addition to qualifying for inclusion in the Chatbots Software category, to qualify for inclusion in the Enterprise Business Chatbots Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business. ## Category Overview **Total Products under this Category:** 760 ## Trust & Credibility Stats **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 65,800+ Authentic Reviews - 760+ 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. --- **Sponsored** ### LiveChat LiveChat is a comprehensive customer communication platform that enables businesses to connect with their website visitors and customers in real-time, driving sales, delivering support, and enhancing customer satisfaction. Designed for ecommerce teams, the platform boosts AOV, upsell, and overall ROI by engaging shoppers at the right moment and converting more traffic into revenue. AI and advanced analytics surface sales opportunities, automate routine conversations, and give clear visibility into performance. All essential tools - including AI automation, analytics, a customizable chat widget, and agent apps - come together in one easy-to-deploy, no-code platform that delivers value quickly. ✅ Benefits • Higher conversions by capturing visitor attention at key moments through proactive, real-time engagement. • Lower operational overhead and greater agent productivity thanks to managing all communication channels in one unified workspace. • Better business decisions and clearer performance insights driven by transparent reporting on conversions, lead quality, and sales opportunities. • Faster responses and more time for high-value conversations enabled by AI that automates routine work and supports agents with smart assistance. • Stronger customer engagement and higher average order value through chat experiences tailored to your brand and optimized for upsell. 💬 Key features • Chat tools and widget: Real-time, two-way conversations with visitors, supported by file sharing, chat archives, automated greetings (like sneak-peek and inactivity prompts), seamless chat transfer, and post-chat ratings. • Multi-channel messaging: Manage all conversations from a single workspace - one license covers unlimited websites and apps, plus Facebook Messenger, WhatsApp Business, and email. • AI and automation: Leverage built-in AI features, including Copilot, reply suggestions, chat summaries, and insights extracted from high-volume conversations to boost efficiency and speed. • Analytics and reporting: Access intuitive dashboards that track agent performance, conversions, customer behavior, and more, with robust filtering and easy data export. • Customization and integrations: Tailor the widget’s appearance, language, and brand voice, and extend capabilities with 200+ integrations across CRMs, ecommerce platforms, help desks, and automation tools. • Easy implementation: Add LiveChat to your site with a simple code snippet-no heavy development or complex setup required. • Security and support: Benefit from enterprise-grade security, reliable infrastructure, and 24/7/365 customer support to keep your communication running flawlessly. 🌎 Trusted by teams worldwide to drive growth Thousands of companies worldwide utilize LiveChat to deliver fast and personalized customer interactions. Over 40% of customers prefer brands that offer live chat, and businesses that consistently use it see higher conversion rates and stronger engagement. LiveChat helps teams work more efficiently, improve satisfaction, and drive measurable growth. Adding specific customer results - like increases in conversions or agent productivity - can further highlight its impact. About Us LiveChat was created by Text S.A., a global software company headquartered in Wrocław, Poland. For over two decades, we’ve been dedicated to building tools that help businesses communicate better with their customers. LiveChat serves companies in more than 150 countries - from growing ecommerce stores to established B2B SaaS organizations - empowering them to deliver fast, personal, and effective customer service. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1250&secure%5Bdisplayable_resource_id%5D=191&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=191&secure%5Bplacement_resource_ids%5D%5B%5D=1346&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1856&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%3Fpage%3D46&secure%5Btoken%5D=4480fe1c24e11aaa15dd977c485da48ed998a99b74642f826409428517b08cfe&secure%5Burl%5D=https%3A%2F%2Fwww.livechat.com%2F&secure%5Burl_type%5D=free_trial) --- ## Top-Rated Products (Ranked by G2 Score) ### 1. [Birdeye](https://www.g2.com/products/birdeye/reviews) Birdeye is the #1 agentic marketing platform for multi-location brands, trusted by the biggest multi-location brands globally including H&R Block, Aspen Dental, and Caesars Entertainment. One Platform Replace your fragmented stack with a single enterprise platform that manages reviews, listings, social, AI visibility, surveys and more across locations. Unified Data Aggregate signals from reviews, social, messaging, surveys, listings and third party integrations such as CRM into a single customer profile per location - powering personalized campaigns and smarter AI execution AI Agents That Execute Configure AI agents with your brand voice, custom triggers, and location-level rules. They respond to reviews, publish social posts, engage leads via chat, and surface actionable insights — automatically, at scale. Built for Multi-Location Complexity Designed from the ground up for multi-location brands. Features like role-based access, tiered approvals, and location-level reporting give corporate and local teams the control they need. Enterprise-Ready: SSO, audit logging, HIPAA, SOC 2, GDPR compliance. **Average Rating:** 4.7/5.0 **Total Reviews:** 3,916 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10) - **Control:** 8.7/10 (Category avg: 8.7/10) - **Analytics:** 8.9/10 (Category avg: 8.5/10) - **Collection of information:** 8.9/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Birdeye](https://www.g2.com/sellers/birdeye) - **Company Website:** https://www.birdeye.com - **Year Founded:** 2012 - **HQ Location:** Palo Alto, CA - **Twitter:** @BirdEye_ (5,230 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2837064/ (1,430 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Owner, Marketing Manager - **Top Industries:** Hospital & Health Care, Real Estate - **Company Size:** 48% Small-Business, 35% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (1070 reviews) - Helpful (1068 reviews) - Review Management (884 reviews) - Customer Support (748 reviews) - Features (607 reviews) **Cons:** - Missing Features (248 reviews) - Improvement Needed (173 reviews) - Review Management (169 reviews) - Limited Features (150 reviews) - Learning Curve (143 reviews) ### 2. [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) "Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. Leveraging AI built on billions of CX interactions, Zendesk enhances the entire service experience—from self-service to agents and admins—improving efficiency at scale. Zendesk equips agents with tools, insights, and context to deliver personalized service across all channels, including social messaging, phone, and email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1800+ apps under one platform. Zendesk QA uses AI to evaluate and improve agent performance, while Workforce Management optimizes scheduling and productivity to ensure readiness during peak times. The solution is easy to implement and adjust without needing IT or developers. Zendesk’s mission is to simplify business complexity and enable meaningful customer connections for companies of all sizes. Serving 130K+ global brands in 30+ languages, Zendesk is headquartered in San Francisco with offices worldwide." **Average Rating:** 4.3/5.0 **Total Reviews:** 6,480 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.2/10) - **Control:** 8.1/10 (Category avg: 8.7/10) - **Analytics:** 8.2/10 (Category avg: 8.5/10) - **Collection of information:** 8.4/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Zendesk](https://www.g2.com/sellers/zendesk) - **Company Website:** https://www.zendesk.com - **Year Founded:** 2007 - **HQ Location:** San Francisco, CA - **Twitter:** @Zendesk (102,891 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/418095/ (6,662 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Customer Success Manager, Customer Service Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 45% Mid-Market, 41% Small-Business #### Pros & Cons **Pros:** - Ease of Use (532 reviews) - Features (402 reviews) - Customer Support (286 reviews) - Helpful (280 reviews) - Ticket Management (257 reviews) **Cons:** - Missing Features (217 reviews) - Learning Curve (183 reviews) - Limited Features (182 reviews) - Limited Customization (159 reviews) - Complexity (139 reviews) ### 3. [Qualified](https://www.g2.com/products/qualified/reviews) Qualified is the Agentic Marketing platform for B2B companies around the world. Headquartered in San Francisco, Qualified is built to modernize and maximize inbound pipeline generation with Piper the AI SDR Agent. Piper autonomously engages website visitors, captures leads, and converts them into pipeline with zero human intervention. With Piper, Qualified is transforming pipeline generation as we know it today. Your website is the front door to your business and the pinnacle of pipeline generation, but what happens when interested buyers want to learn more? They submit a web form and move on. Those leads get added to a queue for an inbound Sales Development Rep (SDR) to follow up with and nurture to pipeline for your sales team. How long does it take for an inbound lead to hear back? It can take hours, if not days. In the world of sales and marketing, speed is crucial as 78% of buyers go with the vendor that responds to them first. The problem is it's impossible to respond quickly with the current process because it's painfully manual, time intensive, and it relies on limited human capacity. But it doesn’t have to be this way. In the age of AI, we can put pipeline generation on autopilot. Meet Piper the AI SDR Agent. She operates across your entire inbound motion and works tirelessly to convert qualified buyers into pipeline, 24x7. Piper knows everything about your buyers. She profiles every website visitor to understand whether they're qualified and where they are in the buying journey then works toward her conversion goals. Piper also turns every touchpoint on your website into an opportunity for conversion with live chat, meeting booking, and personalized marketing offers. What's more, Piper works the inbox to send fast, personalized follow up and nurture emails to each and every lead. Hundreds of the world’s leading brands—including Crunchbase, Demandbase, Greenhouse, Plaid, and Suse—have hired Piper the AI SDR Agent to grow their inbound pipeline and are seeing real tangible business results. **Average Rating:** 4.9/5.0 **Total Reviews:** 1,454 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.2/10) - **Control:** 9.5/10 (Category avg: 8.7/10) - **Analytics:** 9.3/10 (Category avg: 8.5/10) - **Collection of information:** 9.5/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Qualified.com](https://www.g2.com/sellers/qualified-com) - **Company Website:** https://www.qualified.com - **Year Founded:** 2018 - **HQ Location:** San Francisco, CA - **Twitter:** @tryqualified (710 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/35580403/ (333 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Marketing Operations Manager, Sales Development Representative - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 68% Mid-Market, 20% Enterprise #### Pros & Cons **Pros:** - Customer Support (288 reviews) - Helpful (274 reviews) - Features (223 reviews) - Ease of Use (221 reviews) - Customer Service (184 reviews) **Cons:** - Learning Curve (87 reviews) - Missing Features (86 reviews) - Steep Learning Curve (47 reviews) - Limited Customization (43 reviews) - Complexity (41 reviews) ### 4. [Kore.AI](https://www.g2.com/products/kore-ai/reviews) Kore.ai, a leader in enterprise AI, accelerates business outcomes from AI with agentic AI applications built on the industry-leading Kore.ai Agent Platform. Its growing catalogue includes pre-built solutions for banking, healthcare, and retail; horizontal applications for IT, HR, and recruiting; and marketplace that help enterprises deploy AI agents quickly across additional industries and use cases. Open and agnostic by design, Kore.ai gives organizations flexibility in choosing AI models, cloud infrastructure, and enterprise systems. Trusted by nearly 500 Global 2000 companies, Kore.ai enables secure, scalable AI adoption worldwide. With its roots grounded in the Enterprise, Kore.ai brings years of experience in AI applications for customer service, workplace productivity and process automation. The company has a strong patent portfolio in the AI space and has been recognized as a leader and an innovator by top analysts. Headquartered in Orlando, Kore.ai has a network of offices to support customers in India, the UK, the Middle East, Japan, South Korea, and Europe. Visit Kore.ai to learn more. **Average Rating:** 4.6/5.0 **Total Reviews:** 382 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.2/10) - **Control:** 8.8/10 (Category avg: 8.7/10) - **Analytics:** 8.8/10 (Category avg: 8.5/10) - **Collection of information:** 8.9/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Kore.ai](https://www.g2.com/sellers/kore-ai-87d44a58-d726-4ac9-9dc4-290730d220bc) - **Company Website:** https://kore.ai - **Year Founded:** 2013 - **HQ Location:** Orlando, FL - **Twitter:** @koredotai (5,651 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3602865/ (1,257 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Software Engineer, Associate - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 41% Enterprise, 31% Small-Business #### Pros & Cons **Pros:** - Ease of Use (209 reviews) - Features (118 reviews) - Chatbot Development (98 reviews) - Integrations (85 reviews) - Easy Integrations (74 reviews) **Cons:** - Learning Curve (47 reviews) - Usage Limitations (43 reviews) - Slow Performance (40 reviews) - Slow Loading (32 reviews) - Software Bugs (29 reviews) ### 5. [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience (CX) platform. No matter where the customer conversation starts or ends, Genesys Cloud CX transforms your customer experience. It connects insights across teams, tools and interactions so you have the data to address customers problems with ease. Meet your customers anywhere, anytime, on any channel, with a suite of digital channels. Automate Successful Outcomes Simplify how you connect with customers across channels. With smart automation across the entire customer journey, you can use data and insights gained to take the right action at the right time to create the best outcomes. With an all-in-one suite of digital capabilities in Genesys Cloud CX, call center employees and customers can engage in seamless conversations across digital channels like chat, email, text and social media. Enhance the customer experience with bots and predictive artificial intelligence (AI) and route to a human call center agent when customers have more complex needs. Innovate at Scale Give your employees and call center agents the information they need in a tool built to drive engagement, improve customer interactions and boost your team’s performance. Reimagine Experiences that Matter Use Genesys Cloud CX as an all-in-one cloud call center application and easily extend the suite with hundreds of packaged integrations. Take full advantage of the composable customer experience platform with third-party integrations and applications so you can reach customers any moment, on any channel. Genesys is redefining the customer experience with innovative call center software. Our award-winning Genesys Cloud CX deploys in days, is intuitive to use and innovates with upgrades each week. With real-time dashboards, simple management tools and analytics, Genesys Cloud CX provides the insights you need to run your business. And you’ll take your contact center and CX strategy into tomorrow — no matter where your agents are located or which channels they handle. **Average Rating:** 4.4/5.0 **Total Reviews:** 1,447 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.2/10) - **Control:** 8.8/10 (Category avg: 8.7/10) - **Analytics:** 8.6/10 (Category avg: 8.5/10) - **Collection of information:** 8.7/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Genesys](https://www.g2.com/sellers/genesys) - **Company Website:** https://www.genesys.com - **Year Founded:** 1990 - **HQ Location:** Menlo Park, CA - **Twitter:** @Genesys (32,257 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/601919/ (8,509 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Manager, Case Advocate - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 46% Mid-Market, 40% Enterprise #### Pros & Cons **Pros:** - Ease of Use (144 reviews) - Features (103 reviews) - Reliability (79 reviews) - Efficiency (74 reviews) - Intuitive (62 reviews) **Cons:** - Limited Features (58 reviews) - Missing Features (55 reviews) - Complexity (44 reviews) - Inadequate Reporting (38 reviews) - Learning Curve (38 reviews) ### 6. [Drift](https://www.g2.com/products/drift/reviews) Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touchpoint of the buying journey. A platform that not only helps businesses translate conversational data and buyer behavior into deeper customer relationships, more pipeline and revenue, but a platform that completely modernizes the B2B website experience. Drift was built to transform the B2B buying process, and we continue to innovate as that process changes. Our goal is for your teams to not burn hours moving between disparate systems in order to deliver the best possible customer experience, but to spend more time doing what they do best — building pipeline, closing deals and strengthening customer relationships. **Average Rating:** 4.4/5.0 **Total Reviews:** 1,204 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.2/10) - **Control:** 8.3/10 (Category avg: 8.7/10) - **Analytics:** 8.1/10 (Category avg: 8.5/10) - **Collection of information:** 8.2/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Salesloft](https://www.g2.com/sellers/salesloft) - **Company Website:** https://salesloft.com - **Year Founded:** 2011 - **HQ Location:** Atlanta, GA - **Twitter:** @Salesloft (18,445 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2296178/ (1,137 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Sales Development Representative, Business Development Representative - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 51% Mid-Market, 27% Small-Business #### Pros & Cons **Pros:** - Ease of Use (53 reviews) - Helpful (47 reviews) - Features (34 reviews) - Visitor Tracking (30 reviews) - Lead Generation (28 reviews) **Cons:** - Chat Management (10 reviews) - Learning Curve (9 reviews) - Notification Issues (9 reviews) - Routing Issues (9 reviews) - Chat Issues (8 reviews) ### 7. [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews) Fin by Intercom is the best performing AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Zendesk, Salesforce, and HubSpot—no migration required. - Affordable at scale with pricing starting at just $0.99 per resolution. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability—reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by the patented Fin AI Engine™, a proprietary system purpose-built for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. - Ranked #1 AI Agent on G2, with the highest number of reviews. **Average Rating:** 4.5/5.0 **Total Reviews:** 3,677 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.2/10) - **Control:** 8.8/10 (Category avg: 8.7/10) - **Analytics:** 8.7/10 (Category avg: 8.5/10) - **Collection of information:** 8.8/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Intercom, Inc.](https://www.g2.com/sellers/intercom-inc) - **Company Website:** https://www.intercom.com/ - **Year Founded:** 2011 - **HQ Location:** San Francisco, CA - **Twitter:** @intercom (44,245 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/intercom/ (1,950 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Customer Success Manager, CEO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 57% Small-Business, 37% Mid-Market #### Pros & Cons **Pros:** - Helpful (435 reviews) - Ease of Use (433 reviews) - Features (333 reviews) - Efficiency (268 reviews) - Automation (257 reviews) **Cons:** - Missing Features (152 reviews) - AI Limitations (130 reviews) - Limited Features (123 reviews) - Learning Curve (115 reviews) - Expensive (92 reviews) ### 8. [Moveworks](https://www.g2.com/products/moveworks/reviews) Moveworks unifies every business system with natural language, giving employees one place to go to find information, automate tasks, and be more productive, increasing employee efficiency and satisfaction by streamlining everyday tasks. Powered by a pioneering agentic AI infrastructure that leverages the world’s most advanced LLMs and our proprietary MoveLM models, Moveworks understands employee requests, devises intelligent plans, and executes actions to complete tasks across application boundaries in over 100 languages. More than 350 brands, such as Toyota, Spotify, GitHub, Marriott, Snowflake, Unity, Databricks, Broadcom, Hearst, and Palo Alto Networks, trust Moveworks to automate menial tasks and power a universal search interface across business applications. Learn more at moveworks.com. **Average Rating:** 4.6/5.0 **Total Reviews:** 48 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.2/10) **Seller Details:** - **Seller:** [Moveworks](https://www.g2.com/sellers/moveworks) - **Company Website:** https://www.moveworks.com/ - **Year Founded:** 2016 - **HQ Location:** Mountain View, US - **Twitter:** @moveworks (5,781 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/moveworksai/ (714 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 69% Enterprise, 17% Small-Business #### Pros & Cons **Pros:** - Efficiency (11 reviews) - Ease of Use (10 reviews) - AI Integration (7 reviews) - Innovation (7 reviews) - Time-Saving (6 reviews) **Cons:** - Complexity (5 reviews) - Learning Curve (4 reviews) - Time-Consuming (4 reviews) - Usage Limitations (4 reviews) - Delayed Response (3 reviews) ### 9. [LivePerson](https://www.g2.com/products/liveperson/reviews) LivePerson is the enterprise leader in digital customer conversations. Our digital customer conversation platform is trusted by the world’s biggest brands to accelerate their contact center transformation, orchestrate conversations across all channels, departments and systems, supercharge agent productivity, and deliver more personalized, AI-empowered customer experiences. Our platform is built for large, highly-regulated, consumer-facing enterprises. Hundreds of the world’s leading brands — including HSBC, Burberry, Chipotle, and Virgin Media — use our Conversational Cloud® platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of generative AI and large language models(LLM) for better business outcomes. With LivePerson’s solutions, you can understand what customers want, connect to the right channels, assist your agents, and embrace AI-powered automation — all in service of your business and customers. Here are some of the business outcomes brands are seeing with LivePerson: - 2x uptick in employee efficiency - 10X conversions vs. traditional digital - 20% boost in customer satisfaction - 90% automation containment rates - 50% decrease in agent attrition rates With LivePerson, you have the world’s largest dataset at your fingertips. The Conversational Cloud platform powers nearly 1 billion conversational interactions each month, making our AI more accurate than any competitor and used by every major industry across the world. We help you turn your customers’ words into actionable data — and dollar signs for your business. **Average Rating:** 4.3/5.0 **Total Reviews:** 185 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 9.2/10) - **Control:** 8.6/10 (Category avg: 8.7/10) - **Analytics:** 8.0/10 (Category avg: 8.5/10) - **Collection of information:** 8.6/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [LivePerson](https://www.g2.com/sellers/liveperson) - **Company Website:** https://www.liveperson.com/ - **Year Founded:** 1995 - **HQ Location:** New York, NY - **Twitter:** @LivePerson (10,794 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/164748/ (1,190 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Internet, Retail - **Company Size:** 43% Mid-Market, 33% Enterprise #### Pros & Cons **Pros:** - Features (35 reviews) - Ease of Use (31 reviews) - Helpful (28 reviews) - Artificial Intelligence (20 reviews) - Efficiency (19 reviews) **Cons:** - Learning Curve (21 reviews) - Complexity (14 reviews) - Steep Learning Curve (14 reviews) - Expensive (11 reviews) - Missing Features (10 reviews) ### 10. [Podium](https://www.g2.com/products/podium/reviews) Podium is an AI native communications platform that deploys AI Employees to help local businesses turn every conversation—text, call, or web chat—into revenue. Trusted by over 100,000 local businesses—from auto dealerships and HVAC services to aesthetics centers and retailers—Podium captures and converts leads 24/7, driving new business and repeat customers. Today, 78% of customers buy from the first business that responds—but most businesses take an hour or more to reply. Podium closes this gap instantly with "Jerry", your always-on AI Employee. From day one, Jerry understands your inventory, responds within two minutes, schedules appointments, books test drives, sends targeted promotions, requests reviews, and even replies to customer feedback on Google. Jerry frees your staff to focus on high-value tasks, ensuring every customer receives white-glove service. Businesses using Podium’s AI Employees report: - 30% increase in sales - 56% higher appointment show rates - 80% more after-hours appointments - 50% higher lead-to-sale conversion rates With tools including Phones, Reviews, Payments, Webchat, Bulk Messaging, and 200+ DMS/CRM integrations, Podium delivers fast, personalized interactions that turn conversations into sales—automatically tracking revenue with every customer touchpoint. Podium is built on over a decade of data and customer insights, earning recognition from Forbes Cloud 100, Inc. 5000, and Fast Company’s Most Innovative Companies. But it’s proudest of its 92% five-star ratings—earned daily from delighted users. **Average Rating:** 4.6/5.0 **Total Reviews:** 2,003 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.2/10) - **Control:** 8.4/10 (Category avg: 8.7/10) - **Analytics:** 8.4/10 (Category avg: 8.5/10) - **Collection of information:** 8.9/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Podium](https://www.g2.com/sellers/podium) - **Company Website:** https://www.podium.com - **Year Founded:** 2014 - **HQ Location:** Lehi, UT - **Twitter:** @PodiumHQ (4,190 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9203219/ (1,493 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Owner, General Manager - **Top Industries:** Automotive, Retail - **Company Size:** 60% Small-Business, 35% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (393 reviews) - Helpful (352 reviews) - Easy Communication (314 reviews) - Communication (312 reviews) - Useful (224 reviews) **Cons:** - Missing Features (95 reviews) - Messaging Issues (94 reviews) - Limited Features (77 reviews) - Expensive (71 reviews) - Poor Customer Support (65 reviews) ### 11. [Zoom Virtual Agent](https://www.g2.com/products/zoom-virtual-agent/reviews) Zoom Virtual Agent is an AI-powered solution that helps businesses deliver fast, effortless support to customers across both voice and digital messaging channels. It uses agentic AI to understand context, reason through complex requests, and take action to resolve issues end to end. Natively connected to Zoom Contact Center, it enables seamless handoffs between virtual and live agents while powering connected workflows and insights through Zoom Quality Management —unifying every channel into a consistent customer journey and driving continuous optimization. Built on Zoom’s scalable, secure platform, it’s fast to deploy, easy to manage, and flexible enough to grow with your business—giving customers instant answers without waiting on live support, reducing customer effort, and driving long-term loyalty that creates measurable financial upside. **Average Rating:** 4.5/5.0 **Total Reviews:** 204 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10) - **Control:** 7.7/10 (Category avg: 8.7/10) - **Analytics:** 8.1/10 (Category avg: 8.5/10) - **Collection of information:** 7.2/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Zoom](https://www.g2.com/sellers/zoom-a5000ea1-6d30-4ab4-b591-20723189ac97) - **Company Website:** https://www.zoom.com - **Year Founded:** 2011 - **HQ Location:** San Jose, CA - **Twitter:** @zoom (1,044,537 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2532259/ (12,688 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Computer Software, Retail - **Company Size:** 74% Mid-Market, 21% Small-Business #### Pros & Cons **Pros:** - Useful (10 reviews) - Ease of Use (9 reviews) - Integrations (7 reviews) - Automation (6 reviews) - Helpful (6 reviews) **Cons:** - AI Limitations (6 reviews) - AI Inaccuracy (5 reviews) - Inaccuracy (5 reviews) - Learning Curve (3 reviews) - Not Intuitive (3 reviews) ### 12. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise. **Average Rating:** 4.3/5.0 **Total Reviews:** 661 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.2/10) - **Control:** 8.5/10 (Category avg: 8.7/10) - **Analytics:** 8.7/10 (Category avg: 8.5/10) - **Collection of information:** 8.2/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr) - **Company Website:** https://www.sprinklr.com - **Year Founded:** 2009 - **HQ Location:** New York - **Twitter:** @Sprinklr (38,124 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,349 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Social Media Manager, Social Media Specialist - **Top Industries:** Consumer Services, Marketing and Advertising - **Company Size:** 41% Enterprise, 30% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (81 reviews) - Features (64 reviews) - Helpful (52 reviews) - Efficiency (47 reviews) - Customer Support (37 reviews) **Cons:** - Complexity (29 reviews) - Learning Curve (27 reviews) - Missing Features (26 reviews) - Slow Loading (23 reviews) - Steep Learning Curve (21 reviews) ### 13. [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channels like WhatsApp, Instagram, and iMessage. Freshchat also offers native AI-powered chatbots that can be easily built with a no-code builder, which helps businesses provide personalized self-service at scale. With Freshchat's journey builder and ready-made playbooks, businesses can stay ahead of their customer's needs and support them proactively whenever necessary. Freshchat also provides a comprehensive view of the customer's conversation history and other relevant information, making agents more productive and enabling them to provide personalized experiences. **Average Rating:** 4.4/5.0 **Total Reviews:** 463 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.2/10) - **Control:** 8.6/10 (Category avg: 8.7/10) - **Analytics:** 8.5/10 (Category avg: 8.5/10) - **Collection of information:** 8.8/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,028 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,344 employees on LinkedIn®) - **Ownership:** NASDAQ: FRSH **Reviewer Demographics:** - **Who Uses This:** Founder - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 59% Small-Business, 36% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (14 reviews) - Helpful (10 reviews) - Features (7 reviews) - Automation (6 reviews) - Integrations (6 reviews) **Cons:** - AI Limitations (5 reviews) - Chatbot Issues (5 reviews) - Chat Issues (5 reviews) - Learning Curve (5 reviews) - Limited AI Capabilities (4 reviews) ### 14. [yellow.ai](https://www.g2.com/products/yellow-ai/reviews) Yellow.ai empowers enterprises to create memorable customer conversations through our generative AI-powered customer service automation platform. Our vision is to drive toward the future of fully autonomous customer support that unlocks unparalleled efficiency and significantly reduces operational costs. Headquartered in San Mateo, Yellow.ai serves over 1100 enterprises, including Sony, Domino’s, Hyundai, Ferrellgas, Logitech, Waste Connections, Randstad, Tiket.com, Lulu Group International, Papa Johns, Volkswagen, ITC Ltd., and OYO, across 85+ countries in 135+ languages. Our platform is built on multi-LLM architecture and continuously trained on 16B+ conversations annually, enabling businesses to deliver elevated experiences and build lasting customer relationships. Founded in 2016 with offices across six countries, Yellow.ai has raised over $102 million from blue-chip investors. **Average Rating:** 4.4/5.0 **Total Reviews:** 100 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.2/10) - **Control:** 9.0/10 (Category avg: 8.7/10) - **Analytics:** 8.3/10 (Category avg: 8.5/10) - **Collection of information:** 8.7/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [yellow.ai](https://www.g2.com/sellers/yellow-ai) - **Year Founded:** 2016 - **HQ Location:** San Mateo, California - **Twitter:** @yellowdotai (1,545 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/yellowmessenger/about (889 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Software Engineer - **Top Industries:** Financial Services, Information Technology and Services - **Company Size:** 38% Small-Business, 33% Mid-Market #### Pros & Cons **Pros:** - Integrations (11 reviews) - Chatbot Development (10 reviews) - Chatbots (9 reviews) - Ease of Use (9 reviews) - Easy Integrations (9 reviews) **Cons:** - Steep Learning Curve (7 reviews) - Learning Curve (6 reviews) - AI Limitations (3 reviews) - Complexity (3 reviews) - Difficult Implementation (3 reviews) ### 15. [Humanly](https://www.g2.com/products/humanly/reviews) Humanly is an AI recruiting platform that helps talent teams engage, screen, schedule, and interview candidates faster. It combines conversational AI, structured interviews, and a built-in ATS and Talent CRM to automate repetitive work and drive consistent, data-driven decisions, ideal for high-volume or distributed hiring. Humanly's platform engages candidates 24/7 via chat, SMS, voice, and video; runs structured AI screens/interviews with objective scoring; coordinates calendars and hiring events; powers sourcing, rediscovery, and SMS/email sequences; and centralizes analytics for pipeline health, compliance, and planning. Humanly integrates with leading ATSs to unify workflows. Built for mid-market and enterprise teams across frontline, professional, and specialized roles. Audited for fairness and transparency. Bottom line: hire efficiently and fairly at scale with AI interviewers, conversational engagement, and an integrated ATS and CRM. How it helps: -Save time: Automate outreach, screening, and scheduling so recruiters focus on evaluation, not admin. -Hire faster: Move qualified candidates to interviews and events automatically. -Be consistent & fair: Use structured, role-specific interviews with objective scoring. -Delight candidates: 24/7, branded experiences with clear, timely communication. -See what’s working: Centralized analytics for pipeline health, compliance, and planning. Key capabilities: -AI Candidate Engagement: Chat, SMS, voice, and video Q&A that answers questions, shares job details, and captures info. -AI Screening & Interviewing: Structured chat/voice/phone/video interviews with scoring that surfaces top talent in minutes. -Automated Scheduling: Coordinates calendars, time zones, and hiring events in one hub. -Recruiting CRM: Sourcing, rediscovery, SMS/email sequences, and re-engagement to grow pipelines. -Analytics & Reporting: Track candidate interactions, recruiter activity, and AI insights in one place. Integrations: -Humanly plugs into leading ATS systems to unify workflows, reduce silos, and keep recruiters and hiring managers on the same page. Who uses it: -Mid-market and enterprise organizations across industries, spanning both frontline high-volume roles, professional, and specialized positions. Responsible AI: -Humanly is designed with fairness and transparency in mind and works with external experts to audit and mitigate bias. Bottom line: -Humanly lets teams hire efficiently and fairly at scale by uniting conversational engagement, AI interviewers, and CRM in a single platform. Ready to learn more: -Schedule a demo at www.humanly.io/book-demo **Average Rating:** 4.8/5.0 **Total Reviews:** 126 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.2/10) - **Control:** 9.2/10 (Category avg: 8.7/10) - **Analytics:** 9.3/10 (Category avg: 8.5/10) - **Collection of information:** 9.6/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Humanly.io](https://www.g2.com/sellers/humanly-io) - **Year Founded:** 2019 - **HQ Location:** Seattle, WA - **Twitter:** @humanlyHR (845 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/humanlyhr/ (62 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Staffing and Recruiting, Computer Software - **Company Size:** 47% Mid-Market, 26% Enterprise #### Pros & Cons **Pros:** - Ease of Use (35 reviews) - Customer Support (30 reviews) - Helpful (24 reviews) - Time-saving (17 reviews) - Communication (13 reviews) **Cons:** - Candidate Management (5 reviews) - Limited Features (5 reviews) - Missing Features (5 reviews) - Software Bugs (5 reviews) - Difficulty (4 reviews) ### 16. [Jetlink Conversational AI Platform](https://www.g2.com/products/jetlink-conversational-ai-platform/reviews) Our virtual assistants automate and streamline the customer journey on digital and voice-based channels. They cater to the commonly asked questions/requests or can handover to live agents seamlessly resulting in greater customer satisfaction. Dialogue management with machine learning Assistants built on Jetlink can hold meaningful conversations with users - multi-step conversations that remember context and integrate business logic. Cutting Edge NLU Jetlink's NLU provides the technology to understand messages, determine intent, and capture key contextual information. Supports multiple languages, and both pre-trained and custom entities. Omnichannel Meet customers where they are: website or app, common messaging apps such as WhatsApp, or create a custom channel. Security & Privacy Keep customer data secure with on-prem or private cloud deployment. Build GDPR-compliant AI assistants. Customer Success team Best-in-class managed service designed specifically for chatbots. We monitor, train and refine your chatbots for the best customer experience **Average Rating:** 4.9/5.0 **Total Reviews:** 69 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.2/10) - **Control:** 9.5/10 (Category avg: 8.7/10) - **Analytics:** 9.2/10 (Category avg: 8.5/10) - **Collection of information:** 9.4/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Jetlink](https://www.g2.com/sellers/jetlink) - **Year Founded:** 2016 - **HQ Location:** Amsterdam, NL - **Twitter:** @getwelocal (9 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/jetlink/ (63 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Automotive, Financial Services - **Company Size:** 46% Mid-Market, 29% Enterprise #### Pros & Cons **Pros:** - Ease of Use (6 reviews) - Customer Support (5 reviews) - Efficiency (5 reviews) - Helpful (5 reviews) - Easy Integrations (3 reviews) **Cons:** - AI Limitations (1 reviews) - Difficult Learning (1 reviews) - Limited Customization (1 reviews) - Unclear Understanding (1 reviews) ### 17. [Kapture CX](https://www.g2.com/products/kapture-cx/reviews) Kapture is an enterprise-grade, generative AI-powered omnichannel customer experience management platform designed to enhance customer support and engagement. This innovative solution empowers businesses to adapt to the evolving expectations of their customers, transforming standard interactions into exceptional experiences. By leveraging advanced technology and a customer-centric approach, Kapture ensures that every engagement is personalized and relevant, addressing the unique needs of each individual. Targeted primarily at businesses in sectors such as retail, banking, financial services and insurance (BFSI), travel, and consumer durables, Kapture serves over 1,000 organizations across 16 countries. This diverse clientele benefits from Kapture's ability to streamline customer interactions across various channels, including social media, email, chat, and voice. The platform is particularly valuable for companies aiming to enhance their customer service capabilities, improve satisfaction rates, and foster lasting relationships with their customers. Kapture's key features include intelligent routing, real-time analytics, and a unified dashboard that provides a comprehensive view of customer interactions. The intelligent routing system ensures that inquiries are directed to the most suitable agents based on their expertise, leading to quicker and more effective resolutions. Real-time analytics empower businesses to monitor performance metrics, identify trends, and make data-driven decisions to enhance service quality. The unified dashboard consolidates information from multiple channels, enabling support teams to respond promptly and effectively to customer needs. Utilizing Kapture offers benefits that extend beyond improved customer satisfaction. By providing tailored experiences and leveraging AI-driven insights, businesses can increase operational efficiency and reduce response times. Kapture's focus on context and intelligence in every resolution helps organizations not only meet but exceed customer expectations. This capability is particularly crucial in competitive markets where customer loyalty is paramount. Kapture distinguishes itself in the customer experience management category by combining advanced technology with a deep understanding of customer needs. Its omnichannel approach ensures that businesses can engage with their customers seamlessly, regardless of the platform, while its generative AI capabilities facilitate continuous improvement in service delivery. This makes Kapture an essential tool for organizations looking to elevate their customer support and create meaningful, lasting connections with their clientele. **Average Rating:** 4.5/5.0 **Total Reviews:** 327 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.2/10) - **Control:** 9.0/10 (Category avg: 8.7/10) - **Analytics:** 9.0/10 (Category avg: 8.5/10) - **Collection of information:** 9.2/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Kapture CX](https://www.g2.com/sellers/kapture-cx) - **Year Founded:** 2011 - **HQ Location:** Bangalore - **Twitter:** @KaptureCX (142 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9310674/ (581 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Team Leader, Assistant Manager - **Top Industries:** Consumer Services, Pharmaceuticals - **Company Size:** 60% Mid-Market, 28% Small-Business #### Pros & Cons **Pros:** - Ease of Use (127 reviews) - Features (92 reviews) - Helpful (86 reviews) - User-Friendly (78 reviews) - Efficiency (76 reviews) **Cons:** - Slow Performance (58 reviews) - Slow Loading (54 reviews) - Slow Speed (46 reviews) - Delays (42 reviews) - Improvement Needed (39 reviews) ### 18. [Verint Intelligent Virtual Assistant](https://www.g2.com/products/verint-intelligent-virtual-assistant/reviews) Verint Intelligent Virtual Assistant, powered by the Smart Transfer and the Intent Discovery Bots, is an AI-driven software agent that helps reduce inbound interaction volume while improving CSAT to efficiently automate conversations with customers across digital and voice channels. It uses natural language processing (NLP) and natural language understanding (NLU) models to interact with customers in a human-like manner. Verint Intelligent Virtual Assistant enables the quick and easy deployment of CX automation across your voice and digital channels through: - Deploy alongside your existing IVR - Increase traffic and call flow to Verint IVA at your pace - Containment increases with every call flow added to Verint IVA - Start small and prove outcomes without disruption – then grow - Deploy first flow in 30 days with at least 20% increase in containment rate Verint IVA’s flexible and open nature allows brands to deploy self-service on the channels that deliver immediate ROI and there’s no need to rip and replace your existing voice ecosystem. AI Business Outcomes from Verint Customers: $10M Saved An auto club automated two million voice interactions, achieving a 50% containment rate.50% year-over-year growth in self-service usage across voice and digital channels $3.5M Saved An airline automated four million digital interactions achieving an 85% containment rate. It's time to revolutionize your self-service with AI-Powered Virtual Assistants. **Average Rating:** 4.5/5.0 **Total Reviews:** 21 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.2/10) **Seller Details:** - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint (7,748 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,226 employees on LinkedIn®) - **Ownership:** NASDAQ: VRNT **Reviewer Demographics:** - **Company Size:** 77% Enterprise, 18% Mid-Market #### Pros & Cons **Pros:** - Customer Experience (1 reviews) - Customer Support (1 reviews) - Ease of Use (1 reviews) - Easy Integrations (1 reviews) - Engagement (1 reviews) **Cons:** - Access Limitations (1 reviews) - AI Limitations (1 reviews) - Connectivity Issues (1 reviews) - Cost Limitations (1 reviews) - Expensive (1 reviews) ### 19. [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews) Ada is the omnichannel AI platform for customer service - built to automate, scale, and elevate the customer experience across support channels with AI agents. Since 2016, Ada has powered more than 5.5 billion interactions for global brands like Cebu Pacific, IPSY, monday.com, Pinterest, Square, and Sky, delivering extraordinary experiences at scale. Ada’s generative AI agents act as your most valuable customer service employee, delivering always-on, global support across every channel and language. From email and messaging to voice and beyond, Ada consolidates support operations, breaks down silos, and gives teams time back to focus on what matters most. AI Voice: Eliminate wait times with natural, fast, and frustration-free phone support—no IVR menus, only effortless resolutions. AI Messaging: Deliver always-on, personalized customer support across social, web, mobile, SMS, and more. AI Email: Turn your email channel into a productivity powerhouse with AI that resolves 70% of emails instantly. Designed for enterprise, Ada combines automation and intelligence with unmatched control, transparency, and security. Own your AI customer service strategy end-to-end within one platform. Coach your AI agent, track performance, ensure compliance, and integrate seamlessly—all in one place. Automate complex SOP workflows—from refunds to trial extensions, train your AI agent to follow SOPs with precision using Ada playbooks. Measure ROI—Track CSAT, automated resolutions, NPS, and custom KPIs that matter to your business, so you can prove performance and prioritize what’s working. Enterprise-grade security—HIPAA, SOC2, and GDPR compliant to safeguard sensitive data with industry-leading security practices. Effortlessly integrate your tech stack—a robust ecosystem of out-of-the-box integrations and flexible APIs for a seamless flow of data. Discover how Ada can resolve 83% of customer inquiries automatically, reduce costs, and achieve faster response times and higher CSAT, without compromising quality. Book a free consultation with our AI customer service experts to discover how you can deliver efficient, high-quality support on every channel. **Average Rating:** 4.6/5.0 **Total Reviews:** 169 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10) - **Control:** 8.7/10 (Category avg: 8.7/10) - **Analytics:** 7.7/10 (Category avg: 8.5/10) - **Collection of information:** 8.6/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [ADA SUPPORT, INC.](https://www.g2.com/sellers/ada-support-inc) - **Company Website:** https://ada.cx - **Year Founded:** 2016 - **HQ Location:** Toronto, Ontario - **Twitter:** @ada_cx (1,894 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16194366/ (705 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Financial Services, Telecommunications - **Company Size:** 62% Mid-Market, 20% Small-Business #### Pros & Cons **Pros:** - Ease of Use (23 reviews) - Helpful (21 reviews) - Customer Support (17 reviews) - Features (17 reviews) - Easy Setup (13 reviews) **Cons:** - Usability Issues (10 reviews) - Integration Issues (9 reviews) - Missing Features (8 reviews) - Usage Limitations (8 reviews) - AI Limitations (7 reviews) ### 20. [Verloop.io](https://www.g2.com/products/verloop-io/reviews) Verloop.io is a leading Conversational AI platform that simplifies customer support automation, enabling businesses to deliver exceptional customer experiences. Using Machine Learning (ML), Automated Speech Recognition (ASR), and Natural Language Processing (NLP), Verloop.io powers AI-driven self-service, real-time agent support, and actionable insights for quality assurance. Available 24/7 across Web, Apps, Messenger, Instagram, and WhatsApp, it provides seamless multilingual support in 80+ languages. Trusted by 5,000+ businesses, Verloop.io engages 100 million users and achieves 90%+ query deflection, reducing costs while enhancing efficiency. Designed for global industries, Verloop.io fosters stronger customer relationships through personalized, contextual interactions, improving engagement and satisfaction at every step. **Average Rating:** 4.7/5.0 **Total Reviews:** 226 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.2/10) - **Control:** 9.4/10 (Category avg: 8.7/10) - **Analytics:** 9.4/10 (Category avg: 8.5/10) - **Collection of information:** 9.4/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Verloop](https://www.g2.com/sellers/verloop) - **Year Founded:** 2016 - **HQ Location:** Bangalore - **Twitter:** @verloopio (1,439 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/13283350/ (97 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Director, Customer Happiness Champion - **Top Industries:** Financial Services, Retail - **Company Size:** 49% Mid-Market, 32% Small-Business #### Pros & Cons **Pros:** - Ease of Use (8 reviews) - Customer Support (3 reviews) - Helpful (3 reviews) - Automation (2 reviews) - Chat Features (2 reviews) **Cons:** - Bug Issues (2 reviews) - Slow Performance (2 reviews) - Bugs (1 reviews) - Call Quality Issues (1 reviews) - Chat Issues (1 reviews) ### 21. [TARS](https://www.g2.com/products/tars/reviews) Tars is an AI Agent builder platform that enables enterprises to automate workflows and customer interactions with reliable, intelligent, and scalable AI Agents. The easy-to-navigate visual drag-and-drop builder and AI configuration options make the building process straightforward. Tars allows users to maintain complete control over knowledge addition, ranking, ingestion, and more through sectional indexing for deep document understanding. Additionally, over 300 built-in tools make it easy to build customized AI Agents that work with your data and connect to your tech stack. The platform's evaluation systems ensure Agents perform accurately and consistently, while live chat capabilities enable seamless routing of complex cases to human teams when needed. Users can deploy their AI Agents across multiple channels by embedding them on websites or connecting them to platforms like Slack and WhatsApp. With comprehensive analytics, users can track every interaction through full conversation transcripts for continuous improvement at each step of the flow. **Average Rating:** 4.6/5.0 **Total Reviews:** 149 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10) - **Control:** 9.0/10 (Category avg: 8.7/10) - **Analytics:** 8.5/10 (Category avg: 8.5/10) - **Collection of information:** 8.6/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [TARS](https://www.g2.com/sellers/tars) - **Year Founded:** 2016 - **HQ Location:** Newark, DE - **Twitter:** @hellotars_ai (763 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10377263/ (43 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Owner - **Top Industries:** Marketing and Advertising, Financial Services - **Company Size:** 57% Small-Business, 34% Mid-Market #### Pros & Cons **Pros:** - Bot Customization (1 reviews) - Customer Success (1 reviews) - Customizability (1 reviews) - Customization (1 reviews) - Ease of Use (1 reviews) ### 22. [Landbot](https://www.g2.com/products/landbot/reviews) Landbot is a no-code AI Agent builder that lets revenue teams (Demand Gen, Growth, Marketing Ops, RevOps) build AI-enhanced, multi-channel lead workflows without engineering, so they capture more qualified leads faster and with less operational friction. Our visual, no-code builder combines predictable linear flows, native AI blocks, and an integrated AI Copilot that guides users through building, testing, and optimizing chatbots and agents while teaching best practices and discovering new features. At its core, Landbot pairs two complementary approaches: a visual, linear flow builder for predictable user journeys, and native AI steps for flexible, natural language interactions. That hybrid model solves a common trade-off: linear flows provide business control and deterministic routing for conversions and handoffs, while AI steps let you handle open-ended user intent, reduce friction, and increase engagement — all while keeping the conversation within a tested workflow. The best of both worlds combined into one powerful, no-code visual builder to keep full control of your flows. With multi-channel delivery (web, WhatsApp) and bi-directional CRM & automation connectors, Landbot shortens time-to-market, improves conversion, and makes scaling campaigns practical for marketing and sales teams. Landbot integrates bi-directionally with CRMs (HubSpot, Salesforce,...) and automation stacks (n8n, Zapier, Make...), so it sits naturally alongside marketing automation and sales platforms rather than replacing them. The result: visually on-brand agents, fewer abandoned forms, higher lead quality, faster launches, and more confident teams. If you want conversational experiences that are fast to build, easy to govern, on-brand, and optimized for conversion, Landbot is designed for you. **Average Rating:** 4.7/5.0 **Total Reviews:** 305 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10) - **Control:** 8.9/10 (Category avg: 8.7/10) - **Analytics:** 8.6/10 (Category avg: 8.5/10) - **Collection of information:** 9.2/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Landbot.io](https://www.g2.com/sellers/landbot-io) - **Company Website:** https://landbot.io/ - **Year Founded:** 2017 - **HQ Location:** Barcelona, ES - **Twitter:** @landbot_io (2,169 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/11248746/ (62 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** CEO, Founder - **Top Industries:** Marketing and Advertising, Financial Services - **Company Size:** 75% Small-Business, 20% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (50 reviews) - Simple (31 reviews) - Intuitive (29 reviews) - Easy Setup (23 reviews) - Features (23 reviews) **Cons:** - Missing Features (15 reviews) - Limited Features (12 reviews) - Expensive (8 reviews) - Layout Issues (6 reviews) - Poor Design (6 reviews) ### 23. [LiveChat](https://www.g2.com/products/livechat/reviews) LiveChat is a comprehensive customer communication platform that enables businesses to connect with their website visitors and customers in real-time, driving sales, delivering support, and enhancing customer satisfaction. Designed for ecommerce teams, the platform boosts AOV, upsell, and overall ROI by engaging shoppers at the right moment and converting more traffic into revenue. AI and advanced analytics surface sales opportunities, automate routine conversations, and give clear visibility into performance. All essential tools - including AI automation, analytics, a customizable chat widget, and agent apps - come together in one easy-to-deploy, no-code platform that delivers value quickly. ✅ Benefits • Higher conversions by capturing visitor attention at key moments through proactive, real-time engagement. • Lower operational overhead and greater agent productivity thanks to managing all communication channels in one unified workspace. • Better business decisions and clearer performance insights driven by transparent reporting on conversions, lead quality, and sales opportunities. • Faster responses and more time for high-value conversations enabled by AI that automates routine work and supports agents with smart assistance. • Stronger customer engagement and higher average order value through chat experiences tailored to your brand and optimized for upsell. 💬 Key features • Chat tools and widget: Real-time, two-way conversations with visitors, supported by file sharing, chat archives, automated greetings (like sneak-peek and inactivity prompts), seamless chat transfer, and post-chat ratings. • Multi-channel messaging: Manage all conversations from a single workspace - one license covers unlimited websites and apps, plus Facebook Messenger, WhatsApp Business, and email. • AI and automation: Leverage built-in AI features, including Copilot, reply suggestions, chat summaries, and insights extracted from high-volume conversations to boost efficiency and speed. • Analytics and reporting: Access intuitive dashboards that track agent performance, conversions, customer behavior, and more, with robust filtering and easy data export. • Customization and integrations: Tailor the widget’s appearance, language, and brand voice, and extend capabilities with 200+ integrations across CRMs, ecommerce platforms, help desks, and automation tools. • Easy implementation: Add LiveChat to your site with a simple code snippet-no heavy development or complex setup required. • Security and support: Benefit from enterprise-grade security, reliable infrastructure, and 24/7/365 customer support to keep your communication running flawlessly. 🌎 Trusted by teams worldwide to drive growth Thousands of companies worldwide utilize LiveChat to deliver fast and personalized customer interactions. Over 40% of customers prefer brands that offer live chat, and businesses that consistently use it see higher conversion rates and stronger engagement. LiveChat helps teams work more efficiently, improve satisfaction, and drive measurable growth. Adding specific customer results - like increases in conversions or agent productivity - can further highlight its impact. About Us LiveChat was created by Text S.A., a global software company headquartered in Wrocław, Poland. For over two decades, we’ve been dedicated to building tools that help businesses communicate better with their customers. LiveChat serves companies in more than 150 countries - from growing ecommerce stores to established B2B SaaS organizations - empowering them to deliver fast, personal, and effective customer service. **Average Rating:** 4.4/5.0 **Total Reviews:** 780 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.2/10) **Seller Details:** - **Seller:** [Text](https://www.g2.com/sellers/text-d7daf23a-c555-466c-8ae4-fc77beae1378) - **Company Website:** https://www.text.com/ - **Year Founded:** 2002 - **HQ Location:** Wrocław, Lower Silesia - **LinkedIn® Page:** https://www.linkedin.com/company/text/ (382 employees on LinkedIn®) - **Ownership:** WSE: TXT **Reviewer Demographics:** - **Who Uses This:** Customer Service Representative, CEO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 44% Small-Business, 36% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (24 reviews) - Features (20 reviews) - Live Chat (19 reviews) - Helpful (16 reviews) - Easy Setup (14 reviews) **Cons:** - Not Intuitive (7 reviews) - Chatbot Issues (6 reviews) - Chat Management (5 reviews) - Expensive (5 reviews) - Improvements Needed (5 reviews) ### 24. [Sense](https://www.g2.com/products/sense-sense/reviews) Sense is a type of AI-powered talent engagement solution designed to help organizations streamline their recruitment processes while enhancing the candidate experience. By integrating advanced technology with user-friendly features, Sense addresses the complexities of talent acquisition, making it easier for recruiters to connect with potential candidates and manage their hiring workflows efficiently. The target audience for Sense includes HR professionals, recruiters, and talent acquisition teams across various industries. Organizations seeking to improve their recruitment strategies and engage candidates more effectively can benefit from the platform's comprehensive capabilities. Sense is particularly useful for companies that prioritize personalized communication and aim to create a seamless experience for candidates throughout the hiring journey. By leveraging AI-driven insights, organizations can make informed decisions that lead to better hiring outcomes. Key features of Sense include Recruiting Automation, which helps streamline repetitive tasks, allowing recruiters to focus on strategic initiatives. The Talent CRM enables organizations to manage candidate relationships effectively, while customizable Career Sites provide a platform for showcasing company culture and job opportunities. Additionally, Campaigns allow for targeted outreach, and Candidate Scoring & Matching ensures that the most suitable candidates are prioritized based on their qualifications and fit for the role. The AI Chatbot and Text Messaging features facilitate real-time communication, enhancing engagement and responsiveness. Interview Scheduling and Referrals further simplify the recruitment process, making it easier to coordinate interviews and tap into existing employee networks for potential candidates. By combining these features, Sense not only enhances recruiter efficiency but also fosters a more engaging and personalized experience for candidates. The platform's ability to integrate multiple communication channels ensures that candidates receive timely updates and support throughout the hiring process. This holistic approach to talent engagement distinguishes Sense in the competitive landscape of recruitment solutions, making it a valuable tool for organizations aiming to attract and retain top talent. **Average Rating:** 4.5/5.0 **Total Reviews:** 555 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.2/10) - **Control:** 8.8/10 (Category avg: 8.7/10) - **Analytics:** 8.8/10 (Category avg: 8.5/10) - **Collection of information:** 8.8/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [Sense](https://www.g2.com/sellers/sense) - **Company Website:** https://www.sensehq.com - **Year Founded:** 2016 - **HQ Location:** San Francisco, US - **Twitter:** @Sense_HQ (971 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10695065/ (476 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Recruiter, Branch Manager - **Top Industries:** Staffing and Recruiting, Hospital & Health Care - **Company Size:** 55% Mid-Market, 32% Small-Business #### Pros & Cons **Pros:** - Ease of Use (11 reviews) - Automation (9 reviews) - Integrations (9 reviews) - Communication (8 reviews) - Easy Integrations (7 reviews) **Cons:** - Messaging Issues (7 reviews) - Glitches (4 reviews) - Slow Loading (4 reviews) - Slow Performance (4 reviews) - Slow Processing (4 reviews) ### 25. [SOCi](https://www.g2.com/products/soci/reviews) SOCi is redefining how multi-location enterprises achieve local and AI search visibility with the world’s first agentic workforce. Built specifically for distributed brands, SOCi’s brand-trained agents are guided by a unified visibility engine that autonomously executes and optimizes local marketing work across AI search, GEO ecosystems, social, and reviews — ensuring every location is visible, discoverable, and growing in today’s geo-driven landscape. Trusted by leading brands like Ford, Ace Hardware, and Liberty Tax, and recognized by Fast Company as one of the World’s Most Innovative Companies, SOCi transforms marketing from software you manage into work that gets done — intelligently, consistently, and at scale. Learn more at www.soci.ai or contact hello@soci.ai MEET SOCi GENIUS AGENTS: Trained on your brand, data, and guidelines, Genius Agents work 24/7 across every location, managing local search, social, and reputation for you. Local search, social, and reputation are all connected. When Genius Agents work together, sharing insights and coordinating plans, they unlock even greater value. Genius Local Search Agent: Drives local SEO and AI search visibility by analyzing signals, optimizing listings, and publishing Google Posts. Genius Social Agent: Publishes and manages social content and engagements, guided by customer signals and market trends. Genius Reputation Agent: Responds to all reviews, analyzes surveys, and uses customer feedback to uncover insights and sentiment trends. ADDITIONAL SOLUTIONS: Pages: Create customizable, search-optimized local landing pages to maximize visibility and drive conversions. Locators: Make it easy for customers to find your nearby locations and products with SEO-friendly locator pages. Boost & Ads: Auto-generate and deploy hyper-localized ad campaigns across all your locations, tailored to local audiences. Forms & Surveys: Automate localized forms and surveys across every location to capture customer insights, generate leads, manage feedback, and collect first-party data. **Average Rating:** 4.5/5.0 **Total Reviews:** 3,918 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.2/10) - **Control:** 8.3/10 (Category avg: 8.7/10) - **Analytics:** 8.4/10 (Category avg: 8.5/10) - **Collection of information:** 8.3/10 (Category avg: 8.6/10) **Seller Details:** - **Seller:** [SOCi](https://www.g2.com/sellers/soci) - **Company Website:** https://www.soci.ai/ - **Year Founded:** 2012 - **HQ Location:** San Diego, California - **LinkedIn® Page:** https://www.linkedin.com/company/soci-inc-/ (632 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Owner, Property Manager - **Top Industries:** Real Estate, Marketing and Advertising - **Company Size:** 51% Small-Business, 29% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (1212 reviews) - Post Scheduling (808 reviews) - Scheduling Posts (653 reviews) - Centralized Management (645 reviews) - Scheduling (633 reviews) **Cons:** - Missing Features (301 reviews) - Posting Issues (275 reviews) - Limited Features (237 reviews) - Learning Curve (205 reviews) - Improvement Needed (185 reviews) ## Parent Category [Conversational Intelligence Software](https://www.g2.com/categories/conversational-intelligence) ## Related Categories - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Live Chat Software](https://www.g2.com/categories/live-chat) - [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing) --- ## Buyer Guide ### 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.