Best AI Tools for Customer Service Teams in 2025
Customer service teams are using AI to handle higher volumes while maintaining quality. Here are the tools and workflows that actually work for support teams in 2025.
Best AI Tools for Customer Service Teams in 2025
Where AI Helps Customer Service
The highest-ROI AI applications in customer service:
- Response drafting: AI drafts the response, human reviews and sends. This is the most common workflow because it maintains quality while dramatically increasing agent speed.
- Knowledge base search: AI answers simple, common questions automatically. Agents handle complex or sensitive issues.
- Ticket categorization: AI categorizes incoming tickets and routes them to the right team or priority queue.
Claude Pro + API — Best for Response Quality
For teams with technical resources: use Claude API to build a response drafting tool that knows your products, policies, and common issues. Provide Claude with your knowledge base content and let it draft responses that agents review and send.
For teams without technical resources: Claude Pro directly, where agents use it to draft responses for complex tickets. The agent describes the customer issue and Claude drafts a response that the agent personalizes.
Intercom / Zendesk AI
Both Intercom and Zendesk have added AI features for response suggestions and automation. For existing Intercom/Zendesk customers, the native AI features are the easiest starting point before building custom workflows with Claude API.
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