Chatbots are powerful computer programs that enable businesses to automate sales or customer service related interactions helping to greatly reduce operational costs while increasing customer satisfaction in parallel.

With advances in artificial intelligence, chatbots are significantly smarter and more capable of addressing consumer inquiries than ever before. Today, chatbots are being successfully used by thousands of businesses all over the world including many large and reputable companies. Chatbots can handle a variety of use cases ranging from very simple to complex. Simple use cases include addressing frequently asked questions, routing consumers to a live agent best equipped to answer their inquiry, responding to messages after hours, etc. More complex use cases can help automate typical business process like paying a bill or placing an order.


Top 6 Companies

#1
Our Partner
10 / 10
  • Comprehensive hosting, monitoring, routing, and management 
  • Transition seamlessly to a human agent
  • Website chat, in-app chat, Facebook Messenger, and text messaging
  • Largest store of messaging transcript data, with detailed intents mapped for each industry and their core use cases
  • Basic and advanced natural language processing capabilities
  • Open API to integrate into any other platform
  • 20 years experience with 18,000 businesses, including many Fortune 500 companies
#2
Our Partner
9.2 / 10
  • Powerful interface that's easy to learn and use
  • 30-day trial
  • Excellent administrative tools
  • Serves over 24,000 companies in 150 countries
  • Great reporting and user statistics
#3
9.2 / 10
  • Easy-to-use console
  • Create your own chatbot and build conversational interfaces into your applications
  • High quality speech recognition and natural language processing
  • One-click deployment to multiple channels including Facebook Messenger, Slack, Kik, and SMS
  • No upfront costs or minimum fees with pay-as-you-go usage pricing
#4
8.8 / 10
  • Uses years of domain knowledge and natural language processing
  • Provide examples of user queries
  • Built-in speech recognition
  • Integrated with Google Cloud, so can host the writing of serverless scripts in its interface
  • Integrates with 14 platforms, including Google Assistant, Facebook Messenger, Slack, Skype, and Twitter
#5
8.4 / 10
  • Easy-to-use interface for quickly building chatbots 
  • Pre-built intents and dialog flows by industry
  • Ability to integrate with other Watson APIs
  • Augment your chatbot with Tone, Empathy, Watson Discovery, etc
  • Deploy on mobile devices and messaging platforms
#6
8.0 / 10
  • Patented Contextual-Answers(™) and natural language processing algorithm for personalized responses
  • Automatically imports content from FAQs, customer knowledge bases, and external knowledge sources
  • Taps into existing knowledge sources to include personal information in answers
  • Open API to integrates into other technologies
  • Provides one touchpoint that includes resolution, digital IVR, big data, search and guidance
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How We Compare Chatbots

Artificial Intelligence (AI) Capabilities

25%

There are two key questions to ask your chatbot provider related to AI capabilities: 1) How quickly can a chatbot “learn”? Most chatbot providers have very similar learning capabilities. The secret is the data that’s fed into the AI brain which is why access to consumer interaction transcripts will speed the learning process and ultimately result in a smarter chatbot. 2) How well can a chatbot “understand?” This refers to a provider's natural language processing (NLP) capability which the ability for a chatbot to map consumer inquiries in raw form to specific intents. Providers have varying degrees of NLP sophistication which is an important capability to take under consideration during the selection process.


Administrative Platform

25%

Every chatbot needs a platform for hosting, monitoring, routing, and managing interactions. A platform is critical to understanding how a chatbot is performing so that it can be optimized for a higher containment rate — meaning it’s able to successfully resolve a consumer’s inquiry. A platform should also have the capability to transition the interaction to a human agent if the bot can’t address the inquiry.


Consumer Experience

25%

Channels available for bot-to-consumer communication are an important aspect of the overall solution. Consumers want to communicate with businesses in their channel of choice, whether it’s website chat, text messaging, Facebook Messenger, or chat directly within a brand’s mobile app, etc. It’s important to understand the various channels your consumers are using to interact with your brand and to select a chatbot provider that can support all or most of these communication channels.


Expertise

15%

Chatbots can play a critical role in every business as they are used to address consumer inquiries and communicate with consumers — typically for sales or customer service. Key metrics including customer satisfaction, retention, sales conversions, average order value, etc. can all be greatly impacted by a chabot. It’s critically important that a chatbot provider has a proven track record of successfully building, deploying and optimizing chatbots for a variety of different use cases.


Pricing

10%

Chatbot pricing varies and depends on the scope of the overarching solution needed to address business requirements. One-time upfront fees are charged to develop and implement chatbots — these can vary greatly depending on the complexity of use cases. Ongoing usage fees are based on either volume of API calls or interactions, and in some cases a monthly licensing fee. Recurring monthly or annual optimization service fees are typically optional, but highly recommended, as most chatbots need human intervention so they can continue to learn and contain a higher percentage of consumers interactions.