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AI chatbots are becoming the unsung heroes of the modern customer experience. The best AI chatbots shorten wait times and enable instant support. They expand service hours so any brand can offer 24/7 availability. And they’ve done all this while lowering operational costs.

If you’ve been in the market for a customer service chatbot and you’re ready to take the next step, you’ve come to the right place. We’ve looked at the best ai chatbot software on the market and broken down their key features to help you pick the best chatbot platform for your website.

Here are the best ai chatbot providers that we looked at, listed in alphabetical order:

Because every organization has unique priorities, we’ve broken down the criteria used to compare the bot software into the below categories. Alternatively, if you would like to learn more about chatbots and how your team could benefit from them, take a look at this new comprehensive guide to chatbot software.

icon Product Features & Capability
Product Features & Capability

While AI chatbots are typically powered by the same technology, each of these chatbot vendors offers a unique set of features and capabilities. In this category we’ve listed the features that separate each chatbot from the competition and reveal the best customer service chatbots in the market.

icon Build & Deployment
Build & Deployment

Build options will vary between the best chatbot software options. While some vendors will support you heavily through the build process, others take a more DIY approach. Bot-building tools will also range from user friendly to more challenging. In this category, we’ll look at the deployment options and tools available to bot developers, as well as the level of support that you can expect based on user reviews.

icon Integrations
Integrations

For chatbots, an integration is a way to connect a bot to another system or piece of software for increased benefit. In this category we’ll look at the important integrations that allow the best AI chatbots to be more versatile and solve more business problems.

icon Reporting
Reporting

Chatbots can be an excellent way to capture customer insights, which makes reporting tools a valuable way to understand how and why customers are reaching out. In this category we’ll look at the different analytical tools provided with each bot.

icon Customer support
Customer support

When you’re adding to your own support capabilities, you shouldn’t overlook the support of your own vendors. Here, we’ll look at the customer support options available from each chatbot provider.

icon Pricing
Pricing

Pricing options for each chatbot software vendor can be difficult to compare. In this category we stack up the cost of each solution so that you can determine which offer the best value for your team.


ada logo
www.ada.cx
Headquartered
Toronto, Ontario
Founded
2016
Ada bridges the digital divide between brands and the people who love them.
Best for
Companies that want to offer a purely automated service without live chat agents to support.

icon Product Features & Capability
Product features & capability
  • No-code bot builder
  • Mobile SDK
  • Multilingual support
  • Segmentation
  • Proactive campaigns
  • Proactive SMS
  • Natural Language Processing
  • Training suggestions and insights
  • Predictive suggestions
  • Integration with digital channels and CRM
  • Chat routing and hand-offs to agents
  • Ticket and case creation
  • Order tracking
  • Security
  • Lead creation
  • Real-Time Analytics
  • Knowledge base integration
  • CSAT scoring
icon Build & Deployment
Build & deployment

Ada’s platform includes a no-code building interface that allows non-technical teams to build bots and implement automation. For more complex backend integrations, Ada provides support for development teams and a Professional Services team for customized development.

Like the best AI chatbots, Ada’s chatbots can be deployed across a variety of digital messaging applications, allowing customers to move from AI to live chat on platforms like Twitter and Facebook Messenger. Based on customer reviews of Ada’s chatbots, while they are feature rich, they may be time consuming to build.

“Setup and actually digging in deep to make this tool work is time consuming, but worth it.” – Michael L on Capterra

icon Integrations
Integrations

Ada provides a variety of integrations out-of-the-box, and API support for more customized integrations. Available integrations include applications for messaging, CRM, ticketing, and more, such as:

  • Facebook
  • Freshdesk
  • Gorgias
  • HubSpot
  • Instagram
  • Intercom
  • Kustomer
  • Marketo
  • Oracle
  • Salesforce
  • SendGrid
  • Shopify
  • Twitter
  • WhatsApp
  • Zendesk
icon Reporting
Reporting

Dependent on plan, Ada’s real-time analytics can report on common topics in conversations, track campaign success and engagement, and more, including:

  • Bot KPIs
  • Events
  • Goals
  • A/B Testing
icon Customer support
Customer support

Ada provides a knowledge base of resources for customers, and a chatbot assistant built into their bot dashboard. Designated account representatives provide further support based on plan type.

icon Pricing
Pricing

Ada has quote-based pricing across three paid tiers, each with increasingly premium features. Bot features included at higher tiers include improved predictive suggestions, more advanced builder tools, increased routing capability, and more. Plans include:

  • Core
  • Advanced
  • Pro
Comm100 Logo
www.comm100.com
Headquartered
Vancouver, Canada
Founded
2009
Smart, capable and personalized automation to handle 80% of customer needs
Best for
Customer service teams that want to automate repetitive and time-consuming support queries so agents can spend time on other important tasks and queries.

icon Product Features & Capability
Product features & capability
  • Intuitive “drag and drop” chatbot building process
  • Bulk Q&A import for quick and easy bot training
  • Natural Language Processing
  • Voice bot capabilities
  • Tunable sensitivity for how tightly conversations are interpreted
  • Human guided machine-learning engine
  • Multiple responses to questions
  • Sentiment analysis
  • Customized greetings for different channels
  • Integration with Microsoft Dynamics 365 and Salesforce CRM
  • Automated chat distribution between bots and agents
  • Deployable over live chat, SMS, Facebook, Twitter, and WhatsApp for Business
  • 30 different language options
  • Forms to gather visitor info for handoff to agents
  • Personalized visitor info via secure SSO
  • Transactional responses – checkout, reservations, and more – enabled by webhook integrations
  • Granular control over conversation routing to bots
  • Human supervision of chats for quality control
  • Security and compliance with HIPAA, SOC 2, PCI, and WCAG standards
  • Comprehensive reports to measure ROI and track performance across all channels
  • Readily integrates with 3rd party solutions (Zendesk Live Chat and IBM Watson engine)
  • Import / export of bots for easy back-up and duplication
icon Build & Deployment
Build & deployment

The best AI chatbots are designed for code-free development, and Comm100 AI Chatbot is no exception. Comm100 utilizes a drag and drop building process and bulk importing of Q&As to accelerate the building process. Comm100’s team of professional AI architects provide comprehensive support throughout design and maintenance to ensure optimal performance.

Comm100’s AI Chatbot can be deployed on the cloud or on-premise to meet the most stringent security requirements. With omnichannel integration, Comm100 AI Chatbot can also be deployed across all your digital channels, including third-party integrations. Customers praise Comm100’s ease of development, and the support provided by the AI Architect team.

“I don’t have a computer science or programming background so finding a chatbot that was simple to build and code-free was crucial – and Comm100 Chatbot delivered on this. With a little learning and guidance from Comm100’s bot architect team, I built our bot from scratch with no technical knowledge. I think anyone who has a social media account can build a Comm100 Chatbot.” – Lachlan Todd, Communications & Systems Coordinator, Thompson Rivers University

icon Integrations
Integrations

Comm100 supports a variety of CRM, CMS, eCommerce, and social platform integrations, including:

  • Salesforce CRM
  • Microsoft Dynamics 365 CRM
  • Twitter
  • Facebook
  • Facebook Messenger
  • WeChat
  • SMS
  • Zapier
  • Zendesk
  • WordPress
  • Drupal
  • Joomla
  • Shopify Plus
  • Magento
  • Cisco UCCX/UCCE
icon Reporting
Reporting

Comm100’s detailed reporting includes:

  • Chat Source and Chat Volume Reports
  • Queue Length and Wait times
  • Visitor Segmentation
  • Rating Report
  • Efficiency Report
  • Resolved & Unresolved Bot Chats & Conversions Report
  • High Confidence Answers Report
  • Usage Report

Also included is sentiment analysis which enables Comm100 chatbot to identify the tone and emotional state of visitor messages in real-time. This provides reporting opportunity for chatbot performance that can be used to improve a bot over time, as all the best chatbot platform for websites should provide.

icon Customer support
Customer support

Comm100 offers 24/7 live chat support and support via phone, SMS and WhatsApp during business hours, ensuring support during setup.

icon Pricing
Pricing

Comm100 has quote-based pricing across three plan tiers:

  • Omnichannel Gold
  • Omnichannel Platinum
  • Custom (configured to your specific needs)

The Gold package includes task bot, while Natural Language Processing chatbots require the Platinum package.

Pros
  • Implementation is quick and easy, platform is easy-to-use with an intuitive UI
  • Robust integrations including Salesforce and telephony
  • Feature-rich live chat software
Cons
  • Product is heavily weighted towards live chat versus other channels
  • Lack of customization options for agent console
  • Smaller company compared to other vendors
egain logo
www.egain.com
Headquartered
Sunnyvale, CA
Founded
1997
Knowledge-powered customer engagement platform
Best for
Companies that want a lifelike bot to help visitors navigate a website and its products.

icon Product Features & Capability
Product features & capability
  • Natural Language Processing
  • Multiple language support
  • Sales and support conversations
  • Capability to understand intent
  • Guide and coach agents for successful outcomes
  • Conversation control for hand-off across multiple bots and human agents
  • Integration with third-party messaging apps like Apple Business Chat and Facebook Messenger
  • Bring Your Own Bot (BYOB) to plug in third-party bots
  • AI-powered routing
  • Payment support
  • Bot automatically adapts to channel-specific features
  • Granular, connected analytics to optimize effectiveness and efficiency
  • Personalized outbound notifications
  • Automated escalations and de-escalations to agents from chatbot
  • Conduct surveys
  • Take users on a tour of your site
  • Support for text-to-text, text-to-speech, speech-to-text, and speech-to-speech communication
  • Knowledge base integration

eGain refers to its AI customer service bot as a virtual assistant because it can take site visitors on website tours, give them links to relevant pages and help make shopping decisions. However, it can also answer questions on social media and in app. It understands text to text, speech to text, text to speech and speech to speech. Like the best AI chatbots, eGain’s chatbot can understand intent and context.

icon Build & Deployment
Build & deployment

eGain Virtual Assistant is built on a unique open CEH platform that is designed to connect with other eGain or third-party interaction channels and knowledge. This means that the Virtual Assistant is embeddable in apps or social networks.

eGain states that their Virtual Assistant can be up and running on your website within a matter of days, but does not provide details on bot building tools. eGain does provide a Managed Services Team to help guide best-practice deployment of their virtual assistants. Based on customer reviews, customizing the Virtual Assistant may require advanced skills or reliance on the vendor.

“I guess what I don’t like is the fact that I cannot make changes myself. I get the impression that it is not that easy to make changes. Perhaps it’s because I am not an IT specialist so this is not familiar to me but I do believe with training I could be able to do more on my own.” – Gartner review from Analyst

icon Integrations
Integrations

eGain does not publish their supported integrations but does note that their chatbot platform integrates with various third-party interaction channels through their CEH platform.

icon Reporting
Reporting

The eGain Virtual Assistant comes with an analytics dashboard but based on customer reviews the reporting capabilities may be found lacking. Reporting provides real-time access to customer dialogues and a query tool for generating graphical reports showing how customers respond to survey questions. A detailed breakdown of the report tools provided by eGain Virtual Assistant is not made publicly available.

icon Customer support
Customer support

eGain provides customer and support portal logins for community support as well as support for managed services. All support options require an eGain account for access.

icon Pricing
Pricing

eGain does not provide public pricing information. Pricing quotes are available via a contact form on eGain’s website.

Pros
  • Dedicated app marketplace with almost any integration you can think of. They can also do custom integrations if needed
  • Very easy to use and set-up
  • Able to automate reports through email
Cons
  • Reported to have technical difficulties or “glitches” from time to time
  • Not as secure as other vendors, lacking transactional security measures such as PCI compliance
  • Functionality is limited, does not have co-browsing, agent wrap-ups, spellcheck, etc.
Kustomer logo
www.kustomer.com
Headquartered
New York, NY
Founded
2015
Kustomer makes personalized, efficient and effortless customer service a reality.
Best for
Customer service teams that deal with simple queries in multiple languages.

icon Product Features & Capability
Product features & capability
  • Integration with email, chat, SMS, social, WhatsApp, self-service
  • Voice Provider Integration
  • Proactive service
  • Actionable integrations
  • Business process automation via Workflow Engine
  • Standard and custom reporting
  • Multilingual support
  • Satisfaction measurement and reporting
  • 3000 fully automated conversations per org
  • Language detection: 5 Languages
  • Sentiment analysis
  • Enhanced routing
  • Real-time dashboards
  • Unlimited collaboration users
  • Sandbox access
  • Extended API rate limit
  • SAML Single Sign-On
  • Set allowed IP ranges
  • Integration with voice providers
icon Build & Deployment
Build & deployment

Kustomer promises code-free configurations along with easy-to-use interfaces and pre-built templates. With API-enabled deployment, Kustomer chatbots can be deployed in third-party systems like social messaging apps and CRM.

While customer reviews suggest that Kustomer bots are easy to deploy, support from Kustomer through the build and deployment process may be less robust than other vendors.

“Overall I’m pretty satisfied with kustomer, offers a lot of useful tools and reports, it’s good indeed but could be even better.” – LinkedIn verified user on Capterra

icon Integrations
Integrations

Kustomer supports a variety of integrations ranging from social channels to CRM and eCommerce. Some of Kustomer’s chatbot integrations include:

  • Facebook
  • Olark
  • WhatsApp
  • Gmail
  • Twilio
  • Instagram
  • Twitter
  • Aircall
  • Talkdesk
  • Shopify
  • Salesforce
  • Slack
  • Zapier
icon Reporting
Reporting

Kustomer’s reporting tools include sentiment analysis which allows agents to see how customers are feeling without reading their entire bot interaction. This can then be used to prioritize the chats that need immediate attention.

icon Customer support
Customer support

Kustomer’s customer support offerings include contact form and email with escalation timelines based on need, and a searchable knowledge base.

icon Pricing
Pricing

Kustomer offers usage-based pricing for their AI chatbots, along with $20 per month / per user pricing for AI agent support tools on top of their agent chat plans:

  • Enterprise: $89 / user per month
  • Ultimate: $139 / user per month
Pros
  • Flexible API, offers a host of integrations in their marketplace to fit seamlessly into any tech stack
  • Easy to set-up and personalize, UI is well designed and easy to navigate
  • Able to centralize KB articles, chats, and emails into one simple platform
Cons
  • Reporting is not detailed or intuitive, cannot see data segmented by individual agents or departments
  • They do not offer real-time, 24/7 support
  • Issues with features like search functionality, managing user filters, and not being able to use proactive chat invitations unless you have both the “Message” and “Inbox” packages
LivePerson logo
www.liveperson.com
Headquartered
New York, NY
Founded
1995
Conversational AI that’s anything but artificial. 
Best for
Ecommerce companies that want a bot to help drive purchases.

icon Product Features & Capability
Product features & capability
  • Chatbot AI and automation
  • Integration with messaging channels
  • Sentiment analysis
  • Reporting and advanced analytics
  • Agent and supervisor experience
  • Integrations with CRM, CMS, and more
  • Intelligent chat routing
  • Proactive messaging
  • Multi-language support
  • Security and compliance
  • Multi-channel deployment
  • Commerce integration
  • Voice AI support
icon Build & Deployment
Build & deployment

LivePerson offers self-guided bot tools with more premium options available through higher pricing tiers. LivePerson offers Professional Services to provide assistance throughout bot building and implementation.

LivePerson’s Conversational Cloud AI can be deployed across a variety of digital channels, including popular messaging platforms. Customers speak to the ease of use of bot tools, but some features may be aimed more at larger teams.

“Great platform with plenty of untapped potential- Platform has great potential to evolve our customer journey and am keen for us to dedicate more time and resource to driving the implementation forward. System contains a great scope for scale but believe that we’re on the lower end of usage at this time and the platform might not be ideally suited to that volume.” – Gartner review

icon Integrations
Integrations

LivePerson offers integration with a variety of CRM and CMS providers, including:

  • Apple Messages for Business
  • Facebook Messenger
  • Google RCS
  • WhatsApp
  • Salesforce
  • Microsoft Dynamics
  • NetSuite
  • SugarCRM
  • Zendesk
  • Contentful
icon Reporting
Reporting

LivePerson’s reporting tools include sentiment analysis and dashboards for analysis of historic and real-time data, as the best chatbot platform for websites provide. Many bot metrics are provided in LivePerson’s Analytics Builder, with some highlights including:

  • Average conversation duration
  • Average response time by bot
  • Bot abandoned conversations
  • Bot closed conversations
  • Bot escalations rate
  • Bot transferred conversations
icon Customer support
Customer support

Customer support with LivePerson’s Starter Plan includes basic messaging of the support team. Stepping up to a Custom plan adds 24/7 support with a dedicated account team for ongoing support.

icon Pricing
Pricing

Along with a free trial, LivePerson offers two pricing options for their customer engagement software:

  • Starter: $599 / month
    • Up to 2000 conversations / month
    • Manage up to 10 users (humans or bots)
    • Support for web, Facebook Messenger, SMS, and email
    • Self-guided bot tool
  • Custom: Quote-based pricing
    • More conversations and/or users based on need
    • Additional channel support like Twitter, WeChat, WhatsApp
    • Custom reporting options
    • More advanced automation tools
    • 24/7 support
Pros
  • Complete mobile messaging program including in-app service, SMS, etc.
  • Integrates with contact center IVR, allows deflection of customers from IVR hold to a chat
  • Diverse functionality including co-browsing and multiple campaigns
Cons
  • Does not offer on-premise deployment
  • Reporting is limited, unable to create custom reports and dashboards, must manually export reports
  • Customer information does not appear on the same window as the chat
Salesforce Einstein logo
www.salesforce.com/products/einstein/overview/
Headquartered
San Francisco, CA
Founded
1999
Quickly build automation built on Salesforce CRM data.
Best for
Larger organizations that use Salesforce and have plenty of resources for bot development and maintenance.

icon Product Features & Capability
Product features & capability
  • Case Classification
  • Case Routing
  • Einstein Bot Reports
  • Bot conversation transfers
  • Delayed responses for more comfortable reading
  • Article Recommendations
  • Reply Recommendations
  • Next Best Action for agent resolutions
  • Recommendation Builder
  • Prediction builder for no-code prediction models
  • Service Analytics
  • Natural Language Processing
  • Intent and sentiment classification
icon Build & Deployment
Build & deployment

Salesforce Einstein provides build tools for AI-powered apps and Einstein Bots. These bots can be built, trained, and deployed on digital channels connected to Salesforce CRM data. While this may be a strength for heavy Salesforce users, it can be a limitation for organizations not already invested in the Salesforce ecosystem.

Salesforce provides a wealth of resources through their knowledge base and Trailhead courses, but bot development will likely take more development resources than other platforms. The resources needed mean that this option may not be suitable for smaller organizations.

“Deployed Einstein Chat Bots for Several Countries in 2 Months – We deployed Einstein Bots for non-Salesforce users i.e. for Customers, Partners or any Anonymous users visiting our corporate website. Overall experience is great and it’s very intuitive to build chatbots and it comes with lots of tools like monitoring, reporting, debugging etc. which is really great to measure KPIs after implementation to gauge the success.” – Gartner review

icon Integrations
Integrations

Einstein is available through Salesforce’s various plans, pulling data insights from each supported:

  • Sales Cloud
  • Service Cloud
  • Marketing Cloud
  • Salesforce Platform
  • Analytics Cloud
  • Community Cloud

Manual integrations with other digital channels are possible but can require more work than other vendors.

icon Reporting
Reporting

Salesforce provides a variety of Einstein Bot Reports, and with add-on, 20 prebuilt dashboards can be accessed that pull a variety of AI insights from Salesforce. Some of the available reports include:

  • Confusion (indicating bot confusion from user input)
  • Dialog Opened
  • Escalation
  • Goal completed
  • NLP Intent Called
  • Sessions started
  • Sessions ended
  • Transferred
icon Customer support
Customer support

Salesforce’s standard customer support applies to Einstein as it’s not supported separately. Phone support is available 24/7 for customers, as well as other resources and connection options from Salesforce’s portal logins.

icon Pricing
Pricing

Salesforce Einstein is available in a variety of pricing options through AI insights added to other Salesforce products. Service Cloud Einstein is available for $50 / user / month, on top of existing Enterprise plans and above, starting at $150 / user / month.

Pros
  • One of the simplest live chat platforms to use and set up
  • Wide range of integrations e.g. SugarCRM, Salesforce, and Microsoft Dynamics
  • Many customization options from both the visitor and the agent side
Cons
  • Limited functionality, no spellcheck, routing, etc.
  • Reporting is limited, unable to segment data by specific time periods
  • No social integrations

Wrap up

To learn more about Comm100’s AI Chatbot and see it in action, either talk to our chatbot on this page or book a demo with one of our specialists. Learn today how your organization could benefit from one of the best AI chatbots on the market.