Tool Comparison – The 5 Best Chatbots in Customer Service
Chatbots have long been part of modern customer service, but not all tools can do the same thing. Some rely on simple FAQ automation, others go much further and relieve entire teams with smart functions. The overview shows what five of the most popular providers can do and where the differences lie.
1. moinAI
moinAI is a smart AI platform that helps companies to make their customer communication in marketing, sales and service simple and automated. With modern chatbot technology and generative AI, moinAI offers an efficient solution that grows with you, whether for small or large teams.
Features
- AI agents: Automate typical service processes such as orders, appointment bookings or customer data collection
- Conversational Design: Many design options with texts, images and media for lively, personal communication
- Integrations: Flexible connection to numerous tools and automations for seamless workflows
- Multilingualism: supports 98 languages — perfect for international customers
- Knowledge Base: Central storage for the knowledge that AI draws on
- Generative AI: Intelligent content creation at the push of a button that saves time and improves communication
- Automated customer insights: Key insights to constantly optimize customer service
- GDPR-compliant: Security and data protection are top priorities
Price
Starting at 475 euros per month.
Specificity
moinAI brings over ten years of experience in the AI and chatbot sector and relies on its own language model architecture, which is ideally tailored to customer communication in companies. The platform is easy to integrate and flexibly adapt to different requirements, from SMEs to enterprises. Thanks to features such as multilingual communication and automated lead generation, moinAI supports modern, scalable customer communication. In addition, there are no hidden additional costs per user or for specific features. This keeps cost planning simple and transparent.
2. Freshdesk Omni
Freshdesk Omni is Freshworks' chatbot solution and part of a comprehensive customer service platform. With a visual bot builder, AI-powered chatbots can be created without programming knowledge, e.g. for websites, apps and common messaging services.
Features
- Freddy AI: A powerful AI that automates routine tasks in the form of agents (e.g. answering recurring questions) and, as a co-pilot, supports support staff with more complex inquiries (e.g. through summaries or suggested answers)
- Omnichannel inbox: Bundles conversations from all channels (e.g. chat, email, social media) in one smart inbox
- Ticketing & Self-Service: Enables efficient management of inquiries and offers customers the opportunity to solve problems independently
- Integrations: More than 1,000 apps and business applications can be integrated.
Price
Starting at 29 euros per agent/month. For the Freddy AI agent, an additional €100 must be paid for 1000 sessions (regardless of subscription model). The Freddy AI Copilot is only available with the Pro subscription (69 euros per agent/month) and costs an additional 29 euros per agent/month. The invoice for this is issued annually.
Specificity
Freshdesk Omni is particularly attractive for teams that already use Freshworks or want to centralize cross-channel customer communication. The platform combines modern automation, self-service functionalities and ticketing in one dashboard and, thanks to Freddy AI, is also scalable for more complex support processes.
3. Superchat
Superchat is an all-in-one messaging and AI platform. It bundles communication from WhatsApp, Instagram, email, web chat and other channels in a central inbox and is stored on servers in Germany in compliance with GDPR.
Features
- Unified inbox: centrally manage all channels such as WhatsApp, Instagram, web chat or email
- No-code chatbot & automations: Quickly configure AI chatbots and workflows with drag-and-drop builder
- AI functionality: automatic answers, chatbot with handover to employees, personalized WhatsApp newsletters
- Analysis & reporting: real-time dashboards with user activity, conversion rates, and feedback tracking
Price
The AI chatbot is only included in the Professional plan starting at 129 euros a month, with a limit of 500 AI-generated answers. Important functions such as analytics, the AI CoPilot or integrations are not included in this tariff and must be booked additionally with additional charges of 29 to 49 euros per month.
Specificity
Superchat impresses with simple operation and a flexible automation module. Standardised processes such as automatic answers or call assignments can be implemented quickly via drag-and-drop. Particularly practical: Chats can be automatically reopened and processed even with subsequent feedback.
4. Userlike
Userlike is positioning itself not only as a live chat provider, but as an “AI Automation Hub,” i.e. a central platform that uses AI technology to automate customer communication. The focus is on combining chatbots with human support.
Features
- AI-powered chatbot: Understands customer concerns and provides automated answers in natural language
- 24/7 availability: The chatbot can answer simple queries automatically
- Smart FAQ: Supports self-help through automatic topic suggestions and dynamic content highlighting
- Form Suggest: Recognizes the content of contact forms in real time and suggests appropriate answers
- Employee handover: In more complex cases, the chatbot can hand over the conversation to the support team
Price
Use starts at 90 euros per month. Access to central AI functions such as Chatbot, Smart FAQ and Form Suggest is only possible via the AI Automation Hub — a paid add-on for 180 euros/month, which must be booked additionally regardless of the selected tariff.
Specificity
Userlike places particular emphasis on a user-friendly interface and seamless integration of various communication channels. The platform is particularly suitable for companies that are looking for a simple and efficient solution for their customer communication.
Article tip: 'moinAI vs. Userlike in Direct Comparison'.
5. melibo
melibo is an AI-powered platform for automating customer service. It combines live chat, AI chatbots and ticket automation to help companies efficiently process customer inquiries and relieve day-to-day support.
Features
- AI chatbot: Automatically answers up to 80% of customer inquiries using natural language
- Ticket automation: Automated responses, intelligent ticket routing, and AI-based categorization
- Live chat: Direct communication with customers, supported by AI
- Integrations: connection to CRM, helpdesk, shop and ERP systems
- Multilingualism: Support for multiple languages
- GDPR-compliant
Price
Price only on request.
Specificity
melibo not only uses chatbots, but also AI agents, which automate processes such as changing addresses or sending invoices. In addition, an 'Agent Assist' supports the support team live with suggestions and summaries. Melibo is particularly interesting for e-commerce companies.
Comparative Table of the 5 Best Chatbots in Customer Service
At a glance – these are the 5 most important benefits of chatbots in customer service:
1. Chatbots in Customer Service Speed Up and Optimize Processes
Automated processes show the potential of AI chatbots Particularly obvious in customer service. With the help of bots, you can significantly increase efficiency in your company. For example, incoming customer inquiries can be selected in advance. The self-learning chatbot quickly recognizes what the customer wants and reacts accordingly. He either answers the request himself or passes it on to a customer service employee.
Technical background: More and more customer processes are running digitally, and this is precisely where modern AI technologies are unlocking their potential. In addition to proven methods such as natural language processing (NLP) and deep learning, today's chatbots in customer service increasingly rely on generative AI. This can not only understand and generate text, but also respond flexibly to new inquiries. AI agents go even further. They combine generative AI with process logic and independently perform tasks, such as address changes or inquiries about orders.
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In addition, chatbots in customer service can also identify insights early on: Which and how many customer inquiries are received and when? Are there any deviations from the norm? Can (potential) problems be identified at an early stage and appropriate countermeasures taken? Login problems are just as much a part of such notifications as increased inquiries depending on season and weather. But the chatbot can also identify and report new user inquiries or previously unknown product weaknesses.
2. Chatbots in Customer Service Relieve Employees
The digital assistant That's just that, an assistant. It helps with repetitive tasks that can quickly be tiring and time-consuming. Chatbots in customer service support employees in their daily work and create capacities for new challenges. Chatbots don't have to deal with overload in customer service. Even an above-average number of inquiries are no problem for him. If the dialog system does not forward the content, it forwards the request to the appropriate department and informs the customer about it. Here, you benefit from the individual knowledge of the employee, whose role in personal support remains important.
3. Chatbots in Customer Service Increase Customer Satisfaction
Service quality is an important factor for Customer satisfaction. Nowadays, companies in many industries can no longer effectively stand out from the competition with products or services alone. Users want to find optimal solutions quickly and easily without a long search. The focus is therefore on excellent and timely support and answering customer inquiries. That is exactly what chatbots that work with artificial intelligence can do.
Self-learning chatbots prevent dissatisfied customers from moving away and increase customer loyalty Through a service that is not only satisfying but also pleasantly surprising. Chatbots provide quick customer service solutions because they are available to users around the clock. The processing time of inquiries is a major influencing factor for subsequent customer reviews. You should therefore pay particular attention to this.
However, individual communication and support is not lost with AI chatbots. Even if they don't have a quick solution ready and forward them to customer service, this has a positive effect on the user experience. Feedback to the customer that their request is being accepted and is now being addressed is better than no signal at all.
4. Chatbots in Customer Service as an Aid for Quality Management
Quality Management, i.e. benefits downstream from the tasks of the chatbot in customer service. Finally, the registered data and the resulting analyses are used to improve products and services. The self-learning chatbot asks for feedback both for complaints and general inquiries at the end of the conversation. It processes this data within a big data analysis into valuable statistics and overviews for in-house quality management.
5. Chatbots in Customer Service Are Cost-Effective Sure-Fire
The initial Investment costs A chatbot in customer service pays off after just one year. It is then already cheaper than an employee with similar tasks over a comparable period of time — even if they remain irreplaceable. At the same time, you benefit from the advantages of the AI chatbot in customer service right from the start: It works efficiently, provides reliable services, generates new knowledge and is available 24 hours a day. Although individual technical improvements are possible, the chatbot is constantly improving its performance all by itself thanks to artificial intelligence.
Now that we've clarified the obvious benefits, we should address other, equally important questions about chatbots in customer service.
One question that is frequently asked is about the importance of chatbots in customer service:
Why Is Chatbot Technology So Relevant Right Now?
There are several reasons for the steadily increasing relevance of chatbots in customer service. One of the main reasons is related to increased customer expectations.
While it used to be perfectly okay to wait several minutes in a company's customer service queue, most customers today want to be able to ask their questions 24/7 via various channels and expect a response within a few minutes.
This in turn means that customers are frustrated much more quickly than before and are also much more likely to switch to a competitor and then buy the product or use the service there.
On the other hand, the pressure on customer service has never been higher than it is today. Often, a higher volume of support should be handled with exactly the same resource and cost structure. At the same time, however, employees must ensure a high quality of service even during peak times, even though they often have to manage many different channels with a variety of inquiries.
In the end, employees are often overworked and customers are still dissatisfied. Overall, 84% of all customers therefore rate their digital service experience with companies negatively.
Another reason is shown in 2 international studies on preferred and desired customer communication with companies:
According to the 2024 State of Digital Customer Experience Report, 61% of consumers prefer digital communication channels over the phone.
A Vonage survey of 1,000 US consumers (September 2024) also found that 59% of consumers prefer AI-powered intelligent agents (chatbots) in self-service scenarios over voice-based virtual assistants (11%).
The reason for this is in particular everyday habits such as chatting with family or friends via WhatsApp. But even in the professional environment, more and more people communicate with colleagues via channels such as Slack. These expectations are reflected both in the type of channels and in the response time to communication with a company.
What Prevents a Company From Opening a Chat Channel?
The simple answer: Every request costs a company money. An average of 42.45€ when a customer service request is answered by an external call center.
At the same time, however, around 80% of all service inquiries to companies are repetitive and waste valuable working time by employees by answering recurring inquiries over the phone, by e-mail with “copy paste” or using a text template.
Based on this tension between user perspective and company perspective, we have developed a 3-part solution formula.
- The first element of the solution formula covers customer expectations. Customers expect to be able to ask their questions around the clock in a chat channel and get an answer and their concerns resolved quickly.
- That The Second Element Covers the Company PerspectiveWho want to avoid an explosion in costs and therefore automate these recurring requests.
- At the same time, employees should be used profitably, and this is exactly what results in the third element: A system for targeted use of employees for qualified inquiries.
The result of the formula?
I'm sure some of you have already figured it out – it's the technology AI chatbot.
Conclusion: Why Integrate a Chatbot Into Customer Service Right Now?
In summary, there are two very good reasons to address the chatbot issue at the moment:
- If you now integrate a chatbot into your customer service, you can still have a Decisive competitive advantage Work out. Many companies are already thinking about chatbots, but this is often only on the agenda for next year. This means that anyone who is already familiar with chatbot technology can gain experience and is already a big step ahead of other companies.
- Quick optimization in customer service: An AI chatbot directly reduces the number of recurring inquiries. Your company's employees are immediately relieved and costs can be reduced. So if there is currently a lot of pressure in customer service, but costs are being reduced there at the same time and in the short term and the burden on employees needs to be relieved, then an AI chatbot is the ideal solution for a Direct effect to achieve.
