In 2025, the expectations of customers are higher than ever. People lose trust and loyalty to brands that take long wait times or give unsatisfactory responses. This is why chatbots with AI-based customer service have become necessary. They provide 24 /7 availability with instant and personalised services, assisting businesses to improve customer experience (CX) and offload human agents. This article will discuss customer service chatbots and the top 15 tools in 2025, which you can choose to improve your support strategy.
What is a Customer Service Chatbot?
Chatbots are customer care tools that employ artificial intelligence (AI) to allow customers to interact using text or voice in order to obtain answers to questions, solve issues and retrieve information regarding products/services needed in an opportune way.
These tools employ both natural language processing (NLP) and machine learning, thus allowing them to collect customer requests and to provide contextual responses in order to mimic human interaction.
Some key benefits include -
- Hours of availability: The chatbot will be available 24 hours a day to help your customers.
- Immediate response: The chatbot eliminates waiting by providing an immediate response to customer inquiries.
- Capability to provide support for large volumes: Use of chatbots allows thousands of chat sessions to be handled at any time, and there is no increase in personnel expenses.
- Efficiency: Reduces the menial tasks from agents, allowing the team to focus on other complex issues.
- Data-driven insights: Captures essential customer interaction data that can be used in the improvement of services.
By offering immediate, accurate and efficient support, chatbots have become essential to modern CX strategies.
Best Customer Service Chatbot Tools in 2025
With a number of chatbots available online, choosing the right one can be very challenging. Here are the top 15 customer service chatbots in 2025 with their various pros, cons and pricing, so you can make the right decision.
1. Kaily AI
Kaily AI is a simple, no-code chatbot platform for SaaS and product teams, combining an easy-to-use no-code bot builder, multilingual support, analytics dashboard and CRM integrations, making it ideal for rapid deployment and meaningful insights without heavy engineering.
Pros:
- No-code builder, multilingual support, analytics focus, CRM integrations
Cons:
- Has a smaller ecosystem compared to older vendors.
Pricing:
- Growth Plan - $33/month;
- Business Plan - $179/month;
- Custom Enterprise Options Available
2. Zendesk
Zendesk is an all-in-one customer-service suite with a mature chat and AI ecosystem, designed for support teams that need advanced ticketing, routing, and analytics. Its AI modules fit into existing workflows to automate resolutions and assist agents, all while upholding a consolidated view of the customer. Choose Zendesk when you need enterprise-grade routing, SLA controls, and comprehensive reporting.
Pros:
- Enterprise-grade ticketing and routing, strong integrations.
Cons:
- Can be pricey at scale, and advanced AI features are add-ons.
Pricing:
- Suite Team - $55 per agent/month (Annual Billing);
- Suite Professional - $115 per agent/month (Yearly Billing);
- Suite Enterprise - $15 per agent/month (Annual Billing)
3. Intercom
Intercom focuses on messaging that allows businesses to converse with their customers and to send messages within their apps. Its chatbot and "Fin" features, such as AI, are designed for live support and proactive touches, an easy touchpoint for sales qualification, in support of product-led SaaS companies and companies that wish for in-app support.
Pros:
- Excellent in-app chat, proactive messaging, smooth bot-to-human handover.
Cons:
- Pricing can escalate with usage and seats; many features require add-ons.
Pricing:
- Essential - $29/seat/month (Annual);
- Advanced - $85/seat/month (Annual);
- Expert - $132/seat/month (Annual)
4. Freshchat / Freshworks
Freshchat (part of Freshworks) is a chat platform that helps you communicate with customers using AI-powered chat features (Freddy AI), with omnichannel ways to message and offers pricing based on usage in bot sessions. Because of its fast implementation and ability to auto solve, it's popular with e-commerce and mid-market teams. A good solution for teams looking for a balance of cost and chat-aided AI features.
Pros:
- Omnichannel support, AI session packs (Freddy AI), easy onboarding.
Cons:
- Advanced session packs or heavy usage can add cost.
Pricing:
- Included free trial for up to 10 agents,
- Plans start with the Growth plan - ₹1,499 /agent/month (Billed Annually);
- Pro - ₹3,999/agent/month (Billed Annually)
- Enterprise - ₹6,399 /agent/month (Billed Annually)
5. HubSpot (Chatbot / Conversations)
HubSpot's free chatbot and Conversations inbox is a favourite among teams that are already using the HubSpot CRM. The bot builder is simple to use and tightly woven into their marketing and sales workflows, and is a good fit for companies that plan to scale into paid Hubs for advanced automation.
Pros:
- Free chatbot builder plus CRM sync; strong marketing/sales alignment.
Cons:
- Advanced automation features require paid Hubs.
Pricing:
- Free tier available; paid Hubs start from varying prices depending on features and scale.
6. Drift
Drift is geared toward conversational marketing and revenue teams. It excels at real-time lead qualification, playbook automation, and routing to sales. Now part of Salesloft’s ecosystem following its acquisition in early 2024, Drift integrates seamlessly with Salesloft’s sales engagement platform. Its AI-driven chat capabilities make it ideal for B2B companies focusing on pipeline acceleration. Pricing is oriented toward enterprise usage.
Pros:
- Powerful for sales-led qualification and routing.
Cons:
- Expensive; enterprise sales model.
Pricing:
- Full packages often start above ~$2,500/month; a custom quote is required.
7. LivePerson
LivePerson is an enterprise-conversational-AI platform known for strong natural-language processing (NLP), AI-first engagement and compliance-ready features for large teams. It is used by enterprises needing scale, voice plus messaging, and advanced automation.
Pros:
- Enterprise-level NLP, omnichannel reach, deep analytics.
Cons:
- Custom pricing; complex onboarding.
Pricing:
- Offers Bronze, Silver and Gold packages along with usage-based pricing
8. Ada
Ada is an AI customer-service automation platform focusing on high-resolution rates by using reasoning models and knowledge-base connectivity. It is oriented for enterprise use and strong in multilingual automation, designed to maximise self-service.
Pros:
- High automated resolution potential; enterprise-grade features.
Cons:
- High entry cost for smaller teams.
Pricing:
- Usage-based/enterprise pricing
9. Chatbot.com
Chatbot.com is a template-driven platform designed for building web chatbots quickly with a visual builder and API access. Ideal for companies wanting a hosted builder with integrations and reporting.
Pros:
- Fast templates, accessible builder, API integrations.
Cons:
- May lack very advanced enterprise AI features.
Pricing:
- Starter - $52/month;
- Team - $142/month;
- Business - $424/month (Annual Billing) and custom Enterprise pricing options
10. Tidio
Tidio focuses on small to mid-sized businesses with an easy-to-use chat widget, bot templates and AI responses. It’s a budget-friendly option ideal for e-commerce teams needing multi-channel inboxing and quick time-to-value.
Pros:
- Affordable, easy setup, and ecommerce-friendly.
Cons:
- Scale and advanced enterprise controls are limited.
Pricing:
- Starter - $24.17/month;
- Growth - $49.17/month;
- Plus - $749/month and custom Premium pricing options
11. ManyChat
ManyChat is tailored for social and messaging channels (Facebook, Instagram, WhatsApp) and is ideal for teams focusing on marketing automation and commerce via chat. It supports visual flow builders and is cost-effective for social-commerce use cases.
Pros:
- Excellent for social channels and messenger commerce.
Cons:
- Not a complete help desk; more marketing-automation oriented.
Pricing:
- Free tier available;
- Pro plans start around ~$15/month (scaling by contact numbers) and custom Elite options
12. Zoho SalesIQ
Zoho SalesIQ integrates with Zoho CRM and provides live chat, visitor-tracking and bot automation. It is a cost-effective choice for teams already using the Zoho ecosystem and looking for per-operator pricing.
Pros:
- Strong CRM integration (Zoho), free tier, per-operator pricing.
Cons:
- Best value only when used within the Zoho stack.
Pricing:
- Free tier available;
- Basic paid plans ~$11/operator/month;
- Higher tiers available.
13. LiveChat
LiveChat is focused on real-time web chat with a polished widget, agent tools, and analytics. With recent updates adding AI copilots to assist agents, it’s suited for e-commerce and support teams needing high-performance chat.
Pros:
- Excellent live-chat user experience, strong integrations, and agent productivity tools.
Cons:
- Core focus is live chat rather than deep conversational AI.
Pricing:
- Starter - $19/month;
- Team - $49/month;
- Business - $79/month, and custom Enterprise pricing options
14. Kommunicate
Kommunicate targets support automation for small to mid-sized teams and offers bots, human handover, voice support, and co-bot features. It's a flexible platform with white-label options for companies needing tailored chat experiences.
Pros:
- Flexible plans including white-label & voice; developer-friendly.
Cons:
- Smaller brand footprint compared to larger vendors.
Pricing:
- Starter - $40/month;
- Professional - $200/month, and custom Enterprise pricing options
15. ProProfs Chat
ProProfs Chat is a simple, budget-friendly live-chat tool with AI-assisted workflows, surveys and basic automation, well-suited for small businesses, educational teams, and SMBs.
Pros:
- Straightforward, affordable, includes live chat + helpdesk bundle options.
Cons:
- Advanced AI and enterprise features are limited.
Pricing:
- Provides a forever free plan for a single operator, paid plans start at $450/year with White Label Package for $300/year and the SDK Package for $99.99/year
Here is a comparison of all the mentioned AI chatbot tools, for you to compare and contrast, and make the best decision suited to your needs -
How Kaily AI Stands Out in Customer Support?
Kaily AI is more than a traditional chatbot; it combines artificial intelligence, personalisation, and automation to provide the customer with a better experience. What makes Kaily different from most AI chatbots, including -
- No-Code Builder: It develops chatbots within minutes without coding.
- Conversational Intelligence: It employs high-level NLP to read and understand context and intent.
- Smart Analytics: Monitors performance metrics as resolution rate, CSAT, and response time.
- Omnichannel Support: Smoothly communicates with email, live chat, WhatsApp, and social platforms.
- Human Handover: Pushes complicated problems automatically to live agents.
- CRM Integration: Compatible with HubSpot, Salesforce and Zendesk.
Thus, Kaily AI can help businesses provide high-scale, proactive, and personalised support by integrating automation with empathy-driven design.
Key Features and Capabilities
An effective chatbot is not only a responsive one: it is also intelligent, adaptable and thoughtful. The most essential features and capabilities of a modern customer service chatbot include -
- Automation: AI-based processes automatically answer FAQs, monitor orders, and create tickets, offloading the support teams.
- Analytics: Detailed dashboards inform the teams about customer sentiment, satisfaction, and the history of the interaction, which helps to enhance CX.
- Multilingual Support: In the globalised market of 2025, multilingual AI will provide a customer with an opportunity to treat the customer in a language that feels more comfortable for them.
- Omnichannel Presence: Chatbots are incorporated in websites, mobile applications, WhatsApp, and social media so as to ensure customer experiences are unified.
- Personalisation: Advanced chatbots are capable of using historical data to personalise messages, increasing customer engagement and loyalty.
- Integrations: Chatbots can be integrated with CRMs, helpdesks, and analytics tools smoothly, which will make them a component of a larger CX ecosystem.
How to Build a Customer Service Chatbot?
To create a helpful customer service chatbot, one will have to be strategic. These are the steps that should be followed to make one that leads to greater customer satisfaction.
- Define Your Goals: Determine the fundamental purpose of your chatbot, whether it be automating the frequently asked questions, creating leads, or lessening the number of tickets.
- Select the Right Platform: Select the right chatbot solution (such as Kaily AI) according to the size, budget, and technical abilities of your business.
- Design Conversation Flows: Draw a detailed user path using friendly scripts, backup mechanisms, and clear escalation routes.
- Train on Real Data: Train on past chat histories and frequently asked questions to gain more accuracy and intent recognition.
- Integrate with Tools: Integrate with CRM, helpdesks and analytics systems to create a smooth workflow.
- Test and Optimise: Accurately monitor performance, collect feedback, and revise responses on a regular basis to ensure quality and accuracy.
Common Use Cases
Artificial intelligence chatbots are transforming the way customers interact in industries. Its various use cases include -
- Wireless Customer Support: Offer real-time assistance to users 24/7 anywhere, even during the busiest times or holidays.
- Lead Generation: Chatbots attract clients to the website, screen qualified individuals and hand them to the sales representatives.
- FAQ Automation: Frequently asked questions are answered automatically, and human agents are left to work on other complicated matters.
- Order Tracking: Customers should be able to check the status of an order or service via chat rather than support tickets.
- Ticket Management: Automatically generate, categorise and route tickets to the appropriate department or agent.
These applications demonstrate that chatbots do not substitute human agents; they can make them concentrate on what is really important: building relationships.
