Social media has become an integral channel for businesses to engage with customers. With the increasing volume of customer inquiries, complaints, and feedback, AI chatbots have emerged as vital tools for providing efficient, 24/7 customer support. They help businesses automate responses, reduce workload, and ensure consistent customer service across platforms like Facebook, Instagram, and Twitter.

Using AI chatbots for social media customer support allows companies to not only save on operational costs but also enhance customer satisfaction by addressing concerns in real time. As artificial intelligence continues to evolve, chatbots are becoming smarter, and more capable of handling complex queries, and even providing personalized responses.

What is a Customer Service Chatbot?

A customer service chatbot is a type of automated software that helps customers by offering support through text or voice conversations. These bots use artificial intelligence (AI), including natural language processing (NLP) and machine learning (ML), to understand and respond to customer questions in a way that feels like a real conversation. Sometimes, they are simply called customer support chatbots or customer service chatbots.

Using an AI chatbot for customer support can greatly improve how efficiently a business handles customer inquiries. The bots can handle many conversations at the same time, allowing human staff to focus on more complicated issues. They also collect useful information about customers to help improve service.

Read About How AI-powered Social Media Tools are Transforming Marketing for Small Businesses

Key Considerations When Choosing AI Chatbots for Social Media Customer Support

Before selecting an AI chatbot for social media, it’s important to evaluate several factors:

• Platform Compatibility: Make sure the chatbot integrates well with your preferred social media channels.
• Ease of Use: The tool should have an intuitive interface, allowing for easy setup and management.
• Customizability: Look for features that allow you to customize responses and integrate with your existing customer relationship management (CRM) system.
• Pricing: Evaluate the pricing structure to ensure it fits your budget while still offering value.
• Scalability: The chatbot should be capable of growing with your business needs.

Now, let’s take a closer look at the top 10 AI chatbots that can help your business deliver exceptional social media customer support.

Top 10 Best AI Chatbots for Social Media Customer Support

1. Freshchat

Freshchat, part of the Freshworks suite, is an AI-powered messaging software that provides businesses with a seamless way to engage with customers across social media, web, and mobile platforms. It helps companies manage multiple channels in one place and enables automated customer support through AI-powered chatbots.

Key Features

• Multichannel Messaging: Offers seamless customer support across platforms like Facebook Messenger, WhatsApp, and Slack.
• AI-Powered Bots: Uses machine learning to automate responses to common queries.
• Live Chat Option: Allows for smooth escalation from bot to human support when needed.
• Customizable Chat Flows: Enables the creation of tailored conversation flows based on customer behavior.
• CRM Integration: Connects with other Freshworks tools, allowing for centralized customer data management.

Pros:

• Easy integration with popular social media channels.
• Customizable chatbot flows for personalized customer interactions.
• Ability to switch to live chat seamlessly.

Cons:

• Advanced customization options may require some coding skills.
• Pricing can be steep for small businesses.

Pricing

Freshchat’s pricing starts at around $15 per user per month for the basic plan, with advanced AI capabilities available in higher-tier plans.

2. Ultimate

Ultimate is an AI-powered customer service automation platform that specializes in providing conversational AI solutions for companies looking to scale their customer support operations. Its chatbots are designed to automate responses across social media channels, making it ideal for social media customer support.

Key Features

• Conversational AI: Uses natural language processing (NLP) to understand and respond to customer queries.
• Omnichannel Support: Integrates with social media, email, and other digital channels.
• Multilingual Capabilities: Supports customer interactions in multiple languages.
• Ticket Automation: Automatically categorizes and routes customer issues to the appropriate team.
• Self-Learning: Continuously improves response quality through machine learning.

Pros:

• Advanced AI capabilities that allow for highly personalized interactions.
• Easy integration with existing helpdesk software.
• Supports multiple languages, ideal for global businesses.

Cons:

• May have a steeper learning curve compared to simpler tools.
• Pricing may be high for smaller companies.

Pricing

Ultimate’s pricing is customized based on business needs and scale, typically requiring a consultation for exact quotes.

3. Zendesk Bots

Zendesk, a well-known customer service software provider, offers AI-powered bots designed to enhance customer support on social media platforms. Zendesk bots help automate common customer service tasks, providing faster resolutions and improving customer experience.

Key Features

• Seamless Integration with Zendesk Suite: Works with Zendesk’s other tools for a unified customer support experience.
• AI-Powered Answer Bot: Suggests relevant articles or FAQs to customers, deflecting common queries.
• Workflow Automation: Automates repetitive tasks, reducing the workload for support agents.
• Multichannel Capabilities: Supports chat, social media, and email channels.
• Customizable Automation Rules: Allows for creating custom rules to manage responses based on query type.

Pros:

• Ideal for businesses already using Zendesk.
• Can integrate with various social media platforms.
• Helps reduce the number of tickets through automation.

Cons:

• May require additional investment in other Zendesk products for full functionality.
• Some customization options can be complex.

Pricing

Zendesk’s chatbot capabilities are available in different pricing tiers, starting from $49 per agent per month for the basic plan.

4. ProProfs Chat

ProProfs Chat is a customer support software that provides AI chatbot functionalities for social media platforms. It enables businesses to automate responses and engage with customers efficiently across different digital touchpoints.

Key Features

• Customizable Chatbots: Allows businesses to create custom bot responses based on customer needs.
• Multichannel Communication: Supports social media platforms, website chat, and email.
• Chat Routing: Automatically directs conversations to the right department based on the issue type.
• Pre-Made Templates: Offers templates for various industries to speed up chatbot deployment.
• Analytics Dashboard: Provides insights into customer interactions and chatbot performance.

Pros:

• Affordable for small and medium-sized businesses.
• Easy to set up with minimal technical knowledge.
• Offers pre-made templates for faster deployment.

Cons:

• Limited advanced AI capabilities compared to more expensive tools.
• Basic reporting features may not meet the needs of larger businesses.

Pricing

ProProfs Chat starts at $10 per month for the basic plan, with additional AI capabilities available in premium plans.

5. HubSpot

HubSpot, a renowned marketing and CRM platform, includes a chatbot feature in its suite that helps businesses automate social media customer support. HubSpot’s chatbots are designed to integrate with their CRM, providing a seamless experience for users.

Key Features

• CRM Integration: Automatically logs interactions in HubSpot’s CRM for better customer insights.
• Customizable Bots: Allows businesses to create chatbots that align with their brand voice.
• Live Chat Handoff: Supports seamless transition from chatbot to human agent.
• Multichannel Support: Integrates with various social media and communication channels.
• Lead Generation: Chatbots can capture leads by asking qualifying questions.

Pros:

• Excellent for businesses already using HubSpot’s CRM.
• Easy to set up with pre-built templates.
• Free version available with limited features.

Cons:

• May not have as many advanced AI features compared to specialized tools.
• The free plan offers limited functionality for larger businesses.

Pricing

HubSpot offers a free chatbot tool, with advanced capabilities available in the Starter plan starting at $50 per month.

6. Netomi

Netomi is a customer service AI platform focused on providing automated customer support solutions. Its chatbot uses machine learning and natural language processing to understand and respond to customer queries, making it ideal for social media customer support.

Key Features

• Natural Language Understanding (NLU): Can understand customer intent and provide relevant responses.
• Human Agent Handoff: Allows smooth transition to human agents for complex queries.
• Ticket Automation: Automates ticket creation, categorization, and routing.
• Integration with Existing Tools: Works well with CRM systems like Salesforce.
• Multichannel Support: Provides support across chat, social media, and email.

Pros:

• Powerful AI capabilities for automating complex queries.
• Supports a wide range of channels, including social media.
• Continuous learning to improve response accuracy.

Cons:

• Pricing may be high for small businesses.
• Requires some setup to integrate with existing tools.

Pricing

Netomi’s pricing is custom-based and requires a consultation to get an exact quote.

7. Ada

Ada is an AI-powered chatbot platform that focuses on providing automated customer service across various digital channels, including social media. It’s designed to help businesses deliver personalized customer experiences at scale.

Key Features

• Conversational AI: Uses natural language processing to understand and respond to queries.
• Omnichannel Capabilities: Integrates with social media, web, and mobile platforms.
• Personalization: Customizes responses based on user data for a tailored experience.
• Analytics and Reporting: Provides insights into customer interactions and bot performance.
• Self-Learning: Continuously learns from interactions to improve accuracy.

Pros:

• Excellent for scaling customer support across channels.
• Highly customizable chatbot flows.
• Robust analytics to monitor bot performance.

Cons:

• May require a longer setup time for full customization.
• The cost may be prohibitive for smaller businesses.

Pricing

Ada’s pricing is available on request, and it is typically customized based on the size of the business and the level of service needed.

8. Kommunicate

Kommunicate offers a chatbot and live chat solution that helps businesses deliver automated social media customer support. It combines AI with human touch, allowing companies to automate responses and escalate to live agents when necessary.

Key Features

• AI-Powered Chatbot: Automates responses to common customer queries.
• Live Chat Option: Allows human agents to take over conversations.
• Multichannel Support: Integrates with social media, website chat, and mobile apps.
• Customizable Bot Flows: Enables businesses to create specific chatbot workflows.
• Analytics and Reports: Tracks performance metrics to optimize chatbot efficiency.

Pros:

• Affordable and easy to implement for small to medium businesses.
• Offers both automated and live chat support.
• Integrates with popular platforms like Facebook Messenger.

Cons:

• May lack some advanced AI features found in more specialized tools.
• Basic reporting features compared to competitors.

Pricing

Kommunicate offers a free plan, with premium plans starting at $40 per month.

9. Tidio

Tidio is a customer service platform that includes live chat, email, and chatbot functionalities. It’s designed for small to medium businesses looking for an easy-to-use solution to automate social media customer support.

Key Features

• AI Chatbot Builder: Allows businesses to create custom chatbots with a visual editor.
• Multichannel Support: Integrates with social media, website chat, and email.
• Live Chat Handoff: Lets human agents take over when needed.
• Pre-Made Templates: Offers pre-configured templates for various industries.
• Analytics Dashboard: Provides insights into customer interactions.

Pros:

• Affordable pricing for small businesses.
• Easy to set up and use, with pre-made templates.
• Multichannel capabilities.

Cons:

• May lack advanced AI features required by larger enterprises.
• Limited reporting features.

Pricing

Tidio offers a free plan, with premium plans starting at $18 per month.

10. Intercom

Intercom is a customer communication platform that combines chat, email, and AI chatbot functionalities. It is ideal for businesses looking to automate customer support on social media and other channels.

Key Features

• AI-Powered Chatbots: Automates responses using machine learning.
• Live Chat Integration: Allows seamless transfer to human agents.
• Customizable Workflows: Enables businesses to create personalized chatbot workflows.
• Multichannel Support: Supports chat, social media, and email.
• In-Depth Reporting: Offers comprehensive analytics for customer support interactions.

Pros:

• Powerful AI capabilities for automating customer support.
• Excellent integration with other tools.
• Customizable workflows to meet business needs.

Cons:

• Pricing can be high for small businesses.
• Some advanced features may require technical expertise.

Pricing

Intercom’s pricing starts at $39 per month for the basic plan, with additional features available in higher-tier plans.

Customer Service Chatbots Examples

Travel & Hospitality

i) Hilton’s “Connie” Chatbot

• Overview: Named after Hilton’s founder Conrad Hilton, “Connie” is a concierge chatbot that assists guests at Hilton hotels. It’s powered by IBM’s Watson and WayBlazer AI.
• Features: The bot helps guests with information about hotel services, local attractions, dining recommendations, and directions. It continuously learns from interactions to improve its accuracy.
• Use Case: A guest wanting to know about nearby restaurants or hotel amenities can quickly ask Connie, getting real-time suggestions tailored to their preferences.

ii) Expedia’s Virtual Travel Assistant

• Overview: Expedia uses AI-powered chatbots to assist users with booking travel, modifying reservations, and finding trip-related information.
• Features: The chatbot can manage travel itineraries, suggest destinations based on user interests, and provide real-time updates about flight status.
• Use Case: A customer who has missed a connecting flight can use the chatbot to explore alternative flights, rebook their trip, or find nearby hotels for an unplanned overnight stay.

Financial Services

i) Bank of America’s Erica

• Overview: Erica is Bank of America’s AI-powered virtual financial assistant that helps customers with everyday banking tasks via the mobile banking app.
• Features: Erica can help with checking balances, paying bills, finding nearby ATMs, monitoring credit scores, and providing personalized financial advice. It also uses predictive analytics to alert users about upcoming bills or low account balances.
• Use Case: If a customer is overspending in a particular category, Erica can alert them and suggest budget adjustments. It can also answer questions about recent transactions and help with routine banking tasks.

ii) HSBC’s Amy

• Overview: HSBC’s chatbot, Amy, is designed to help answer customer inquiries regarding products and services in the banking sector.
• Features: It can answer questions related to credit cards, loans, savings accounts, and mortgage options. Amy also offers assistance for online banking services, helping users resolve issues or navigate the platform.
• Use Case: When a customer needs guidance on how to apply for a personal loan, Amy can provide step-by-step instructions and answer any questions about the application requirements.

E-commerce and Retail

i) H&M’s Chatbot

Use Case: When a customer is looking for a specific type of clothing, the chatbot can guide them through different options and even suggest complementary items, improving the overall shopping experience.

Overview: H&M, a global fashion retailer, uses a chatbot integrated with messaging platforms like Facebook Messenger to enhance customer experience.

Features: The bot helps customers find outfit recommendations, check store availability, and navigate through the latest collections. It also offers personalized style suggestions based on user preferences.

ii) eBay ShopBot

Use Case: A customer can describe what they are looking for in casual terms, such as “affordable leather jacket,” and the ShopBot will suggest relevant items while considering filters like price range and brand.

Overview: eBay developed ShopBot to help users find products from eBay’s massive inventory by answering questions and understanding user needs.

Features: The bot uses natural language processing (NLP) to understand customer preferences, provides product recommendations, and assists with navigating categories and listings.

Conclusion

Which AI Chatbot is the Best for Your Business?

Choosing the right AI chatbot for social media customer support depends on the specific needs of your business, such as budget, scalability, and desired features. For small businesses, tools like Tidio and Kommunicate offer affordable and easy-to-implement solutions. For larger enterprises, options like Freshchat, Zendesk, and Intercom provide powerful AI capabilities and comprehensive customer support features.

Final Thoughts

AI chatbots have transformed social media customer support, enabling businesses to provide fast, efficient, and personalized responses to customer queries. By choosing the right chatbot, companies can enhance customer experience, reduce operational costs, and ensure consistent service across all social media platforms.