Best Chatbot Software in 2024 (According To Customer Reviews)

If you're in the market for the best chatbot, then read on because we've done the heavy lifting in terms of research so you don't have to.

In 2016, Sundar Pichai, the CEO of Google, painted a vision of the future. He said:

“Over time, the computer itself—whatever its form factor—will be an intelligent assistant helping you through your day. We will move from mobile-first to an AI-first world.”

Fast-forward to 2024, and this prophecy has manifested into reality. Today, AI and Machine Learning technologies are part of our daily lives. At home, we ask Amazon’s Alexa for weather updates. On the go, we turn to Apple’s Siri for directions. Online, we interact with chatbots, powered by GPT models, that serve as tireless digital assistants.

Chatbots are transforming the business-to-consumer interface. They are proving so popular that, according to a Salesforce report, 9 out of 10 consumers prefer using a chatbot over a form if it's available. In light of such numbers, it should come as no surprise that Gartner predicts chatbots will become the primary customer service channel for roughly a quarter of organizations in 2027. Many experts even consider chatbots as the linchpin of a memorable user experience.

Eileen Brown, a journalist at ZDNet, put it succinctly when she said, “Call centers, websites, and mobile apps are no longer the only means of interaction with brands. Chatbots are fast becoming a business imperative for businesses that want to engage with their customers. Online chat through chatbots has grown faster than any prior channel.”

Today, the question isn't whether you should use AI and chatbots. The critical decision facing businesses is choosing the right chatbot software.

Before we get into the details, here’s our list of the top chatbot platforms for 2024:

• Swifty
• Tidio
• ManyChat
• Glassix
• TARS
• SmartLoop
• Botsify
• Chatfuel
• Drift
• Freshchat
• Pandorabots
• Ada
• FlowXo
• LivePerson

If you’re not in a hurry, let’s dive deeper and look at what chatbots really do.

Understanding Chatbots and Generative AI

According to this Oxford Dictionary, a chatbot is:

“A computer program that can hold a conversation with a person, usually over the Internet.”

Essentially, the goal of the best chatbot software is to mimic human conversation using either voice or text communication that can find products, answer questions, and even offer advice, becoming your digital concierge.

Chatbots can function via smart speakers, smart devices and popular chat and messaging platforms like SMS, Facebook Messenger, WhatsApp, and LINE.

Chatbots can range from basic button-oriented software applications offering predefined answers to AI-powered conversational agents that provide intelligent responses. These sophisticated chatbots leverage a type of AI known as 'generative AI.' Generative AI models, like GPT (Generative Pretrained Transformer), can generate human-like text by predicting the likelihood of a word given the previous words used in the text. It's not just about understanding the words in a sentence, but how those words relate to each other and the underlying intent behind them.

Let’s look at Mitsuku, for example:

Built for entertainment, Mitsuku illustrates how people can engage with chatbots. (Source)

Why Your Business Needs Chatbots

Chatbot platforms are improving all the time and the most compelling reason to use them is cost savings. 

Back in 2017, IBM found that chatbots could help businesses quickly save up to 30% on their customer support costs. 

Juniper Research suggests this figure will continue to grow and, by 2025, companies will be saving $11 billion in support costs by using chatbots.  

The future for chatbots does look bright. Consumers already engage with many of them on a daily basis and, in fact, this is great news for businesses because complaints are resolved 90% faster with a chatbot. 

Faster responses can lead directly to more sales because many consumers are making buying decisions based on customer service above other variables. Not only that but, as per PwC, they are willing to pay up 16% more for products and services from brands which deliver excellent customer experiences.

What Can You Use Chatbots For?

Chatbots are often used to answer simple customer service questions and requests for information. But, in addition to this, they can also capture and convert leads, automate work efficiency and give product recommendations. 

Here are a few use cases for chatbots. 

1. Lead Capture

You can use a chatbot on a landing page or on a Facebook page to engage the visitor in a conversation. Many SaaS companies like Broadly (below) are doing this to understand visitor intent.

2. 24/7 Customer Support

Instead of having to hire multiple customer service agents to manage your various digital channels 24/7, you can make use of chatbots on social media as well as your website. In fact, a study by Edwards, C., Beattie, A., Edwards, A., and Spence, P. found that Twitterbots and human agents were rated similarly by participants for their ability to learn from and gain information. 

Essentially, bots were viewed as credible and competent for communication tasks, making them a great solution to handle your support when agents are unavailable. 

3. Ease Agent Workloads

In addition to 24/7 support, by using chatbots to handle your support frontline, you can enable customers to solve simple problems on their own. 

For example, your bot can be connected to your knowledge base or wiki and programmed to answer FAQs.

In turn, with your chatbot answering simple, repeat questions, you can ease your support team's workload, enabling them to more effectively deal with complex issues. 

4. Recruiting and Employee Onboarding 

HR chatbots can help with recruiting by conducting surveys among candidates. 

They can also be used to answer employee questions such as “How many leave days do I have?”

5. Product and Service Recommendations 

Bots can be programmed to recommend products and take user orders. For example, the AirBnB chatbot can find a place for you to stay and make the booking for you. 

6. Work Automation

Chatbots can be a great tool to streamline frequently-performed tasks. A testament to this are the numerous Slack bots which automate repetitive tasks, helping workers save time and be more productive. 

7. Gathering Customer Data

Not only does a bot improve the user experience, but it can also analyze user behavior and make the insights available to your sales and marketing teams. 

Most chatbot platforms provide analytics that help you gauge customer satisfaction. 

Some can also be connected to your CRM to enable you to understand the buying journey more easily.

Types of Chatbots

Based on the level of complexity and the quality of the user experience, chatbots can be categorized in three main groups: Button-based, Keyword-based and AI chatbots. 

• Button-based chatbots. These chatbots offer a predefined set of answers to standard questions. They are similar to a digital menu from which users can choose options.
• Keyword (NLP) chatbots. Climbing the complexity ladder, these chatbots utilize customizable keywords and AI to interpret user queries and conduct free-form conversations.  
• Contextual (AI) chatbots. These are the most advanced form of chatbots, utilizing Machine Learning and AI to learn from past interactions with specific users, and enhance the user experience over time. They are part of a broader field of AI known as generative AI, which has the ability to produce new content. Siri, Alexa, Google Assistant, Google Bard, and ChatGPT are some examples of contextual chatbots.

Note: Contextual chatbots are also 'knowledge-based systems,' a concept from AI research. These systems use AI techniques to solve complex problems by reasoning through the knowledge they've acquired. They utilize a knowledge base filled with expert, domain-specific knowledge, which they build up over time through user interactions.

Generative AI models like ChatGPT and Google's Bard have taken contextual chatbots to the next level as they can generate incredibly human-like text, making interactions with chatbots more natural and engaging. While there are challenges to overcome, including ensuring ethical use and managing unpredictable outputs, the potential of generative AI in enhancing customer experiences through chatbots is immense.

In this AI-dominated digital age, chatbots have become more than a business option; they're a business necessity. Embracing and understanding chatbots can help any business, from small enterprises to large corporations, keep pace with the rapidly evolving digital landscape.

How to Choose a Chatbot Solution

Here is a list of the questions to ask when setting your mind on a chatbot solution: 

• Who will build it? If you can dedicate internal development resources, you can go with a chatbot platform that requires programming knowledge. If not, look for one that allows you to design the bot’s flow with code-free tools such as a drag-and-drop editor.
• Where will you publish it? Consider the bot’s integration channels: Will you be using the chatbot on your website, on social media, in mobile app? Does the platform support the outlets you need?
• Will you get user insights? Whether you need the bot for marketing or customer support, analytics are a must-have, so check for this functionality. 
• Will it integrate with your existing software? For example, if you plan to use the bot for lead capture and you’re going to send the leads to your CRM, you have to make sure that the chatbot platform can be integrated with your CRM. 
• Can it hand-off conversations to a live agent? If you need the bot for customer service, this feature is essential. 

14 Best Chatbot Software

1. Swifty

If you want to provide top-notch customer support as well as help employees with their day-to-day tasks then Swifty might be an excellent option for you. 

Users no longer have to go to a dedicated FAQ page or portal to find answers to any questions or issues they may have. With Swifty, your users can instantly access your knowledge base articles, by simply opening the Swifty widget in the lower-right corner of their screen, and search/browse articles 

Swifty is very easy to install, and takes less than 2 minutes two implement.

Highlights

• Integrates with Helpjuice's knowledge base software
• Advanced NLP technology
• Advanced analytics

2. Tidio

Tidio provides an all-in-one proactive chat solution for your website that makes use of chatbots as well as live chat software. 

With Tidio, you can communicate with your website visitors in real-time, capture leads, and create personalized offers for your customers-to-be. 

(Source)

Tidio can be integrated with some of the most popular eCommerce platforms including Shopify, BigCommerce, and Magento as well as integrated to third-party apps via Zapier. Tidio makes the interaction with website visitors easy and enjoyable. 

Highlights: 

• Free chatbots templates
• Multilingual translations

• Advanced NLP technology

3. ManyChat

If you plan to use your bot on Facebook, Instagram, or WhatsApp, then Manychat may be the solution that you need. 

Their chatbot helps you attract, qualify, engage and sell to your followers.

(Source)

The visual drag-and-drop builder helps you set up an automated messenger bot for Facebook as well as Instagram in a matter of minutes and without any coding knowledge. 

You just have to define automated messages based on common keywords and the platform will do the rest. 

ManyChat can collect emails for you and store them in its own CRM in the backend.

Highlights: 

• Drag-and-drop bot builder
• Automated message workflows
• Tag and categorize subscribers

4. Glassix

Glassix stands out as a versatile and intuitive chatbot platform, designed to enhance customer interaction and streamline communication processes. This robust chatbot solution is ideal for businesses looking to elevate their customer service game.

What sets Glassix apart is its ability to effortlessly blend AI-driven chat capabilities with human agent interactions. This synergy ensures that while the chatbot efficiently handles routine inquiries, more complex issues are seamlessly escalated to live agents, providing a comprehensive support experience.

Highlights:

• Customizable chatflows
• Efficient handoff to live agents
• Advanced NLP capabilities

5. TARS

TARS is a web-based chatbot platform that is designed to replace the forms on your landing pages. The conversational interface helps you create an engaging experience in advertising campaigns and quickly capture leads. 

(Source)

The easy-to-use flowchart-like interface surely makes TARS one of the best chatbots out there. 

What’s even better is that the platform can be integrated with Google Analytics, Facebook Pixel and AdWords to enable you to track results and measure the ROI of your campaigns. 

Highlights: 

• 500+ chatbot templates 
• Preview and test your chatbot
• Export leads to your CRM via API
  
  

6. SmartLoop

Smartloop is a chatbot platform that enables you to not only capture leads but also to nurture them with conversions. 

This AI-powered chatbot platform uses Machine Learning to understand the context of your users and provide a better experience.

(Source)

Smartloop enables automated conversations on your website, Facebook Messenger, Viber or a custom channel. 

Another great advantage is the automated messaging engine. You can create sequences to re-engage cold leads or upsell existing customers.

Highlights: 

• Conversation analytics 
• Handoff to live agents
• Message broadcasting

7. Botsify

Botsify is an AI chatbot builder that you can use on Messenger, Slack or your website. 

This bot platform enables you to collect user data in forms. Besides the standard inputs like email and phone, you can also create your own custom data fields. 

(Source)

Botsify is easy to set up and comes with pre-built templates for various industries like Travel or Restaurants. 

The platform does a great job as a customer service or sales chatbot because it can answer customer questions and seamlessly transition to a human support agent when it gets stuck. 

 Highlights: 

• Ability to analyze customer conversations and pick the best answer using AI
• Can be embedded on your website
• Can be translated in multiple languages 

8. Chatfuel

Chatfuel allows you to build bots on Facebook Messenger and Telegram. What makes this platform one of the best chatbot apps is that it’s very easy to use. The ready-made templates make it possible to build bots with no prior experience. 

(Source)

Chatfuel is an AI-powered bot platform that enables you to set up automated replies based on specific keywords entered by the customer. 

This is extremely useful if you want your bot to answer pre-sales or customer support questions. The platform allows customers to purchase items straight from Messenger.

Highlights: 

• Collect user email addresses and custom data
• Auto-reply to comments and ads
• Track sends, opens and click-through rates

9. Drift

Whether you choose to build a fully automated bot or one with live reps on the other end, you can do it with Drift’s playbooks. They are simple to set up and come with a number of options to capture and qualify leads in real time. 

(Source)

One other standout feature is the ability to segment your leads and to send them relevant content when they visit your website. Drift can integrate with CRM and MAS systems such as Salesforce and Pardot which enables you to take your conversations elsewhere when you need to. 

Highlights: 

• Watch live visitors run through your playbooks in real time
• View analytics about playbook performance
• Set up rules to route chats to a single agent or a group of agents

10. Freshchat

Built for customer service, Freshchat can be used across websites, web apps, mobile apps and even social messaging apps like Messenger, bringing all conversations inside one inbox.

The wide range of integrations makes this chatbot platform a great fit for omni-channel customer service. 

(Source)

Freshchat’s bot can be configured to automatically hand off tickets to your agents. It interacts with the customer until it can’t assist further and then assigns the query to a human. 

Freshchat is great for streamlining your support but it’s not full-blown customer service software. For this, you will need to integrate it with a dedicated ticketing system like Freshdesk or Zendesk.

Highlights: 

• Answer FAQs in Messenger
• Collect user data and segment your users
• iOS and Android apps
  
  

11. Pandorabots 

With its impressive range of features, Pandorabots may as well be the best AI platform out there. 

For example, Mitsuku, the award winning AI chatbot we showed you above can be incorporated as a “chitchat” layer in Pandorabots to help engage users. 

(Source)

If you can dedicate development resources, Pandorabots can become the powerhouse of your conversational commerce. 

The API allows you to integrate it with just about any website, social platform or app you want. The only potential downside is that the platform is not as easy to work with as the rest on this list.

Highlights: 

• Deploy to both text and voice channels
• Uses open standards which means you can download your source code
• The bot can learn and adapt to user context in real time
  
  

12. Ada

Ada is an AI-powered chatbot that is both easy to use and highly customizable. The platform enables you to create custom responses to certain consumer questions to make the conversations sound more natural. 

(Source)

One of the features that stands out is the ability to set up separate chatbots per department. This can help make hand-off within your company easier and more efficient. 

Ada’s surveys and customer feedback forms enable you to capture qualitative and quantitative customer data.

Highlights: 

• Supports more than 100 languages
• Enables you to store customer information, like name, email, and more
• Integrates with popular customer support software
  
  

13. FlowXo

FlowXo’s superpower is that it can host multiple chatbots to use in multiple sites at once. It’s compatible with 100+ platforms like Facebook Messenger, Slack, Telegram, and Google Drive. 

(Source)

FlowXo can answer common questions and help you qualify leads based on a predefined set of rules. You can go as far as to let customers subscribe to specific “feeds” and send them push notifications or on-demand content. 

Highlights: 

• Create drip marketing campaigns
• Send attachments in bot messages
• Set up up keyword auto responses
  
  

14. LivePerson

LivePerson is enterprise-grade chatbot software. This platform enables AI-powered chatbots to run on all of the most popular messaging channels including SMS, WhatsApp, Apple Business Chat, WeChat, Line, and Facebook Messenger.

(Source)

Liveperson comes with pre-built chatbots customized for various industries. Among the platform’s most impressive features is LiveIntent—an AI algorithm that analyzes customer conversations and reports intent in real time to reps.

Highlights: 

• Track key metrics like conversions and containment
• Proprietary AI engine recommends relevant content to reps and customers
• Real-time intent analysis

Chatbot Software +  Knowledge Base = Great CX

Chatbots can be programmed to resolve questions and inquiries but what happens when the information changes?

If all answers to customer queries are trapped within your chatbot platform, you will most likely have to modify the bot’s workflow. 

An alternative solution would be to connect your a chatbot like Swifty to a knowledge base such as Helpjuice right from the start. This way, your bot will always have access to the latest product and service information. And so will your customer service or sales reps. 

If you want to help both your human and bot agents perform better, feel free to try Helpjuice.