Chatbot / Conversational AI Platforms
Chatbot platforms allow users, most even allow non-technical users, to build and deploy chatbots to text based channels such as a company's own website or app, Slack, Facebook Messenger or others +Show More
| Products | Position | Customer satisfaction | |||
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Freshchat |
Niche Player
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Satisfactory
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Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channels like WhatsApp, Instagram, and iMessage. Freshchat also offers native AI-powered chatbots that can be easily built with a no-code builder, which helps businesses provide personalized self-service at scale. With Freshchat's journey builder and ready-made playbooks, businesses can stay ahead of their customer's needs and support them proactively whenever necessary. Freshchat also provides a comprehensive view of the customer's conversation history and other relevant information, making agents more productive and enabling them to provide personalized experiences.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Number of case studies
20-30 case studies
Company's number of employees
5k-10k employees
Company's social media followers
100k-1m followers
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Tidio |
Leader
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Satisfactory
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Tidio is an all-in-one customer service platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/7, while AI-powered chatbots engage your customers in real-time. Currently used on 300,000+ websites worldwide. You can create your Account and Meet Lyro - the first conversational AI chatbot for small and medium businesses. Lyro delivers personalized support to customers, as a human service agent would.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Number of case studies
10-20 case studies
Company's number of employees
100-200 employees
Company's social media followers
5k-10k followers
Total funding
$10-50m
# of funding rounds
3
Latest funding date
May 12, 2022
Last funding amount
$10-50m
Company
Type of company
private
Founding year
2013
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Qualified |
Leader
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Satisfactory
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Meet Instantly with Qualified Prospects the Moment They Land on Your Website. Real-Time Website Analytics for Sales.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Number of case studies
10-20 case studies
Company's number of employees
200-300 employees
Company's social media followers
10k-20k followers
Total funding
$100-250m
# of funding rounds
4
Latest funding date
April 26, 2022
Last funding amount
$50-100m
Company
Type of company
private
Founding year
2018
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Intercom |
Leader
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Satisfactory
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We make customer messaging apps for sales, marketing, and support, connected on one platform.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Number of case studies
40-50 case studies
Company's number of employees
1k-2k employees
Company's social media followers
100k-1m followers
Total funding
$100-250m
# of funding rounds
7
Latest funding date
March 27, 2018
Last funding amount
$100-250m
Company
Type of company
private
Founding year
2011
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SendPulse |
Leader
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Satisfactory
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SendPulse is a multi-channel marketing automation platform for multifaceted business promotion and customer retention. SendPulse allows you to send email and SMS campaigns, work with clients using chatbots for Telegram, Facebook Messenger, WhatsApp, and Instagram, and create landing pages in just 15 minutes. SendPulse also offers a platform for creating online courses. You can easily track all of your marketing activities and client information with SendPulse’s free CRM.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Company's number of employees
100-200 employees
Company's social media followers
5k-10k followers
Total funding
$100,000-250,000
# of funding rounds
1
Latest funding date
August 9, 2016
Last funding amount
$100,000-250,000
Company
Type of company
private
Founding year
2015
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BirdEye |
Leader
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Satisfactory
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Birdeye is the highest-rated all-in-one reputation and customer experience platform for local businesses and brands. Over 100,000 businesses use Birdeye’s all-in-one platform to effortlessly manage online reputation, connect with prospects through digital channels, and gain customer experience insights to grow sales and thrive. Birdeye also offers chatbot and messaging tools for customers to collaborate with teammates from a single inbox.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Number of case studies
50-100 case studies
Company's number of employees
1k-2k employees
Company's social media followers
100k-1m followers
Total funding
$50-100m
# of funding rounds
3
Latest funding date
March 10, 2022
Last funding amount
$50-100m
Company
Type of company
private
Founding year
2012
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Userlike |
Challenger
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Satisfactory
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Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Number of case studies
10-20 case studies
Company's number of employees
40-50 employees
Company's social media followers
5k-10k followers
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Drift |
Challenger
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Satisfactory
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Drift is the leading conversational marketing platform.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Number of case studies
50-100 case studies
Company's number of employees
300-400 employees
Company's social media followers
100k-1m followers
Total funding
$100-250m
# of funding rounds
5
Latest funding date
May 1, 2019
Company
Type of company
private
Founding year
2015
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Verloop |
Challenger
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Satisfactory
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Verloop is the world's smartest conversational marketing and sales platform.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Company's number of employees
100-200 employees
Company's social media followers
50k-100k followers
Total funding
$5-10m
# of funding rounds
3
Latest funding date
August 25, 2020
Last funding amount
$5-10m
Company
Type of company
private
Founding year
2016
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Smartsupp |
Challenger
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Satisfactory
|
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Drive your online sales through conversational ecommerce. Smartsupp helps businesses deliver a personalized online shopping experience and drives sales by combining live chat, chatbots and video recordings, allowing you to genuinely connect with your customers to better identify their needs. As one of the most popular ecommerce solutions in the world with over 50,000 active webshops and websites, Smartsupp offers: A one-and-only combination of live chat, chatbots, and video recordings–automate responses to repetitive questions, deliver personal service when needed and see how and where you can improve your conversion rate. Access to real-time visitor lists enriched with e-commerce data–see who is browsing your webshop, which products they are interested in and proactively start a conversation to assist you in making a sale. A FREE Mobile App–be more accessible to your customers with Smartsupp’s app for iOS and Android phones so that you can reply to visitor inquiries even when you are in the warehouse or on the go.
Basis for EvaluationWe made these evaluations based on the following parameters; Customer satisfaction
Average rating
Market presence
Company's number of employees
40-50 employees
Company's social media followers
1k-2k followers
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“-”: AIMultiple team has not yet verified that vendor provides the specified feature. AIMultiple team focuses on feature verification for top 10 vendors.
Sources
AIMultiple uses these data sources for ranking solutions and awarding badges in chatbot platforms:
Chatbot / Conversational AI Leaders
According to the weighted combination of 4 metrics
What are chatbot / conversational AI
customer satisfaction leaders?
Taking into account the latest metrics outlined below, these are the current chatbot / conversational AI customer satisfaction leaders:
Which chatbot / conversational AI solution provides the most customer satisfaction?
AIMultiple uses product and service reviews from multiple review platforms in determining customer satisfaction.
While deciding a product's level of customer satisfaction, AIMultiple takes into account its number of reviews, how reviewers rate it and the recency of reviews.
- Number of reviews is important because it is easier to get a small number of high ratings than a high number of them.
- Recency is important as products are always evolving.
- Reviews older than 5 years are not taken into consideration
- older than 12 months have reduced impact in average ratings in line with their date of publishing.
What are chatbot / conversational AI
market leaders?
Taking into account the latest metrics outlined below, these are the current chatbot / conversational AI market leaders:
Which one has collected the most reviews?
AIMultiple uses multiple datapoints in identifying market leaders:
- Product line revenue (when available)
- Number of reviews
- Number of case studies
- Number and experience of employees
- Social media presence and engagement
What are the most mature chatbot platforms?
Which one has the most employees?
Which chatbot / conversational AI companies have the most employees?
39 employees work for a typical company in this solution category which is 16 more than the number of employees for a typical company in the average solution category.
In most cases, companies need at least 10 employees to serve other businesses with a proven tech product or service. 151 companies with >10 employees are offering chatbot platforms. Top 3 products are developed by companies with a total of 1m employees. The largest company in this domain is Amazonaws with more than 700,000 employees. Amazonaws provides the chatbot / conversational AI solution: Amazon Q
Insights
What are the most common words describing chatbot platforms?
This data is collected from customer reviews for all chatbot / conversational AI companies. The most positive word describing chatbot platforms is “Easy to use” that is used in 13% of the reviews. The most negative one is “Difficult” with which is used in 3% of all the chatbot / conversational AI reviews.
What is the average customer size?
According to customer reviews, most common company size for chatbot / conversational AI customers is 1-50 Employees. Customers with 1-50 Employees make up 58% of chatbot / conversational AI customers. For an average Conversational AI solution, customers with 1-50 Employees make up 38% of total customers.
Customer Evaluation
These scores are the average scores collected from customer reviews for all chatbot platforms. Chatbot Platforms are most positively evaluated in terms of "Overall" but falls behind in "Likelihood to Recommend".
Where are chatbot / conversational AI vendors' HQs located?
Trends
What is the level of interest in chatbot platforms?
This category was searched on average for 1k times per month on search engines in 2024. This number has decreased to 0 in 2025. If we compare with other conversational ai solutions, a typical solution was searched 612 times in 2024 and this decreased to 0 in 2025.
Learn more about Chatbot Platforms
Advantages of chatbot platforms include cost-effectiveness and ease of deployment:
- Cost-effectiveness: Developing a chatbot can be a costly process. The options here are to hire a chatbot agency, set up a system from scratch or developing your own chatbot using a platform. According to the enterprise’s needs and budget, the best option can vary. For simple use cases, it may be appropriate to choose a chatbot platform.
- Fast deployment: Chatbot platforms offer integration options with messaging platforms and websites. The automatic integration makes it easier to make the chatbot ready-to-use. Chatbot platforms like Dialogflow provide extensive documentation and tutorial support to speed up the development effort.
Chatbot platform is an emerging technology and unfortunately there is limited public data on the performance of different chatbot platforms. Our suggestion would to create a shortlist of vendors based on reputation, pricing and other procurement best practices. Then, you can try them out for a simple application as a proof of concept (PoC) project to have a better understanding of their performance. Most important criteria for comparing different chatbot platforms include:
We compared top chatbot platforms in detail, feel free to visit our research on top chatbot platforms.
- Natural Language Understanding (NLU) capabilities of a chatbot is the most important factor in choosing a chatbot platform. However, this is also the most difficult one to test. You can build a simple chatbot with the platforms in your shortlist to gain a better understanding of their advantages.
- Machine Learning: Chatbots should not be built once, then left on their own. They should be constantly improved. Chatbot platforms offer continuous improvement with machine learning engines. Again, this is very hard to test in a quantitative, objective manner for all chatbot application areas. You would need to try out the performance of different platforms by building simple bots in them.
- Integration capabilities: A chatbot can be integrated with messaging platforms like WhatsApp, Telegram, or the website of the enterprise. Some chatbot platforms support direct integration with other platforms. A wide range of integration support makes it easy to deploy. This information is publicly available and is part of our comparison of top chatbot platforms below.
- Ease of use:The user interface of a chatbot platform should be easy-to-use. Especially for non-tech employees to develop a chatbot, ease of use is a critical factor for the process. A drag and drop system is easier than coding. While the availability of a drag&drop system is public data for chatbot platform, the ease of use of the chatbot system requires a personal evaluation of the platform.
- Security: As chatbots get information about the customer and as they get integrated to other platforms to provide data, security should be an important factor. Chatbot platforms should provide the necessary security measures such as the encryption of sensitive data.
- Pricing: There are different pricing plans for chatbot platforms like pay-per-request, pay-per-text, or paid plans for monthly use. There are chatbot platforms that offer free usage for some point. Also there are completely free chatbot platforms like Wit.ai.
In order to understand the importance of chatbot platforms, it is necessary to understand the importance of chatbots.We explained the benefits and importance of chatbots in a research article before.
Chatbot platforms offer an easy-to-use bot-building tool for tech and sometimes non-tech users. Using chatbot platforms, enterprises can build better chatbots faster.
Chatbot platforms provide the software and interfaces required to create a chatbot.
- Graphical User Interface: A GUI makes it easier to develop a chatbot for both tech and non-tech users with a drag and drop based approach.
- Natural language processing (NLP) engines: A chatbot needs to understand the user and create an intelligent response. NLP engines use natural language understanding and generation techniques in order to make the conversation effective and natural.
- Analytics tools: The data generated by chatbot usage needs to be analyzed to improve the bot's performance over time. Chatbot platforms enable developers to use analytics tools to track KPIs and identify areas of improvement.
- Testing: Bots need to be tested extensively since natural language is complex and allows users an infinite combination of inputs. Chatbot platfoms facilitate chatbot testing by providing testing modules.
- Documentation and tutorials: Chatbot platforms offer tutorials and documentation to make it simple to develop a chatbot.