Integrating a Chatbot into Your Helpdesk

AI-powered chatbots are now essential for modernizing customer service and provide a comparison of eight key solutions available on the market in 2025. It is aimed at companies looking to improve customer satisfaction, reduce support costs, and boost team productivity while offering a smooth and instant experience for consumers.

Why integrate an AI chatbot into customer service?

Customer service is a strategic function: it advises, solves problems, handles claims, and directly influences brand image and customer loyalty. However, responding quickly to a high volume of requests can be difficult, especially outside traditional business hours. In this context, automated conversational agents are a relevant solution.

There are two main categories of chatbots:

• Rule-based chatbots, which follow predefined flows and do not interpret natural language.
• AI-based chatbots, which, thanks to natural language processing (NLP) and machine learning, can understand user intent and respond in a contextual and relevant way.

The main benefits of AI chatbots are:

• 24/7 availability: they respond instantly to customers, whatever the time.
• Increased productivity: repetitive requests are automated, freeing human agents for complex issues.
• Improved customer experience: fast, personalized, and relevant responses smooth the buying journey.
• Reduced costs: fewer human agents are needed to handle the same volumes of requests.

Criteria for choosing an AI chatbot

Before selecting a solution, consider several criteria:

• Natural language understanding: the tool must interpret requests correctly, even with typos or different phrasing.
• Ease of integration: good compatibility with the company CRM helps centralize customer data and improve personalized responses.
• Omnichannel features: the ideal chatbot works on web, mobile, instant messaging, and social networks.
• Security and compliance: it must meet standards like GDPR, ensure exchange encryption, and protect sensitive data.
• Handover to a human agent: essential to guarantee optimal handling of complex cases.

Comparison of 8 recommended AI chatbots

1. Fin AI (Intercom) - based on GPT-4, high resolution rate and integration with CRMs like Zendesk or Salesforce.
2. Zendesk AI - multilingual and omnichannel, able to automate up to 80% of interactions.
3. HubSpot Chatbot - integrated into HubSpot CRM, perfect for SMEs and lead qualification.
4. Lyro AI Agent (Tidio) - easy to deploy, fast and natural handling of 70% of conversations.
5. Freddy (Freshworks) - classifies tickets, analyzes intent, and assists human agents.
6. Ada - no-code platform with multilingual support up to 83% of automated conversations.
7. Yellow.ai - supports 135+ languages and 35+ channels with advanced automation.
8. Klark - French solution, combines an automated chatbot and a copilot to help agents craft responses, with GDPR compliance.

Limits and challenges of AI chatbots

Despite their benefits, these tools have limits: lack of empathy, risks of misinterpretation for ambiguous requests, and interactions that can feel too “robotic.” These elements can harm the user experience if the chatbot is not well configured.

The human role remains central: AI should assist and enhance advisors' capabilities, not fully replace them. It is also crucial to support teams in adopting these technologies to overcome resistance and organizational impacts.