Let’s be real: customer expectations have gone through the roof. People want instant, helpful answers at all hours, but most support teams are stretched thin as it is. It often feels like a no-win situation. You either have to hire a small army of agents you can’t afford, or you just have to watch your customer satisfaction scores take a nosedive.
This is where AI for customer service steps in. It’s meant to be the bridge between those sky-high expectations and the reality on the ground, offering a way to be both incredibly efficient and surprisingly personal. For a lot of people, though, the idea of setting up AI just sounds like a massive headache. It seems complicated, expensive, and risky, like something only tech giants with huge budgets and a bench of developers can pull off.
That’s exactly why I decided to dig in myself. I looked at 10 real examples of companies using AI for customer service to see what they’re doing right. This isn’t a guide full of corporate buzzwords. It’s a practical look at how actual businesses are saving time and making customers happier, and what you can steal from their playbooks to get the same results, probably faster than you’d think.
What is the technology behind companies using AI for customer service?
AI for customer service isn’t about those clunky, old-school chatbots that could barely understand "what are your hours?". Today’s AI is a completely different beast. Think of it more like a set of smart tools that give your whole support operation a serious upgrade.
Modern AI in customer service can:
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Automate responses. It can give instant, accurate answers to common questions around the clock, freeing up your team from the repetitive stuff.
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Assist human agents. It acts like a sidekick for your team. It can draft replies in your brand’s voice, pull up information buried deep in your knowledge base, and summarize long ticket histories in a flash.
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Triage and route tickets. It figures out what a customer needs, then automatically tags, categorizes, and sends the ticket to the right person or team without anyone lifting a finger.
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Analyze conversations. It can spot trends in customer questions, get a read on their sentiment, and point out gaps in your help articles. This lets you fix problems before they get bigger, instead of just playing defense.
The real difference is the shift from rigid, scripted bots to generative AI that actually understands context and intent. It can have a natural, helpful conversation, which is what truly makes a difference for support teams.
How I picked the companies using AI for customer service for this list
To make this list genuinely useful, I didn’t just pick the biggest names out there. I focused on companies whose strategies you could actually learn from and apply to your own business. Here’s what I looked for:
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Real-world impact. Every company here has seen real wins, whether it’s making their agents more efficient, cutting costs, or boosting their customer satisfaction (CSAT) scores.
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Seamless integration. They found ways to make AI work with the tools they already had. The best setups don’t make you tear down your whole helpdesk and start from scratch; they plug right into your existing workflow.
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Actionable insights. The AI does more than just close tickets. It gives back useful data that helps the whole support team get smarter, showing them where knowledge is missing or where processes are clunky.
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A good mix of automation and human touch. The smartest companies using AI for customer service don’t try to automate everything. They use AI for the high-volume, simple questions, which frees up their human agents to handle the sensitive, tricky issues where a little empathy goes a long way.
A quick comparison of the top 10 companies using AI for customer service solutions in 2025
Here’s a quick snapshot of the companies we’ll be looking at and how they approach AI. This should give you a good feel for the landscape and where a tool like eesel AI fits into the picture.
| Company / Tool | Primary AI Use Case | Key Benefit | Implementation Model |
|---|---|---|---|
| eesel AI | Unified AI Platform | Fast setup, layered automation with your existing helpdesk | SaaS Platform (Self-Serve) |
| Klarna | Autonomous AI Assistant | Handles 700 agents’ workload | In-House (Custom Build) |
| Delta Airlines | Agent-Assist Tool | Faster info retrieval for agents | In-House (Custom Build) |
| Intercom | Integrated AI Chatbot (Fin) | All-in-one helpdesk & AI | SaaS Platform (Vendor Lock-in) |
| H&M | E-commerce Chatbot | Personalized shopping help | Vendor-Based |
| DoorDash | Proactive Safety Monitoring | Prevents driver harassment | In-House (Custom Build) |
| Spotify | Real-Time Translation | Global, multilingual support | Vendor-Based (Sutherland) |
| Warby Parker | Virtual Try-On (AR/AI) | Proactive issue reduction | In-House (Product Feature) |
| Intuit Credit Karma | Proactive Financial Assistant | Personalized financial guidance | In-House (Product Feature) |
| TransferGo | Multilingual Chat Automation | Scales support across 11 languages | Vendor-Based |
How are companies using AI agents today?
A closer look at 10 companies using AI for customer service
Alright, let’s get into the details of what makes each company’s AI strategy work so well.
1. eesel AI
Most companies assume AI takes months to set up. eesel AI flips that script with a plug-and-play model that connects directly to existing helpdesks like Zendesk or Freshdesk. It uses generative AI to learn from your own past tickets, internal docs, and knowledge bases, then simulates thousands of interactions before going live.
Why it’s on the list: eesel shows how smaller teams can get the same AI advantages as enterprise players like Klarna or Delta , without building an in-house system or switching platforms.
What stands out
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Speed: AI agents can be tested and deployed in minutes.
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Integration: Works on top of existing helpdesks instead of replacing them.
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Safety net: A simulation mode forecasts automation rates and quality before launch.
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Transparency: Straightforward pricing, no hidden “per-resolution” fees.
Takeaway:
- Works best for companies that already have a helpdesk and knowledge content for the AI to train on.
2. Klarna
Fintech giant Klarna got a lot of attention when it announced its custom-built AI assistant was doing the work of 700 full-time agents. It now handles two-thirds of their customer service chats, answering questions faster and more accurately. The result? A 25% drop in repeat inquiries because people get the right answer the first time.
Why it’s on the list: Klarna is a great example of just how much a deeply integrated, custom AI can achieve when it comes to raw efficiency and saving money.
Takeaway: This is seriously impressive, but it was the outcome of a massive, resource-heavy in-house project. It shows what’s possible with AI, but a platform like eesel AI offers a much faster and more accessible way to get similar automation results.
3. Delta Airlines
Delta uses AI as a secret weapon for its human agents. Instead of trying to replace them, it just makes them better and faster at their jobs. When a customer calls with a tricky question, like the policy for flying with a pet ferret, the AI instantly scans thousands of pages of internal manuals and serves up the exact answer in seconds.
Why it’s on the list: This is the perfect example of AI making human expertise even more valuable. The goal isn’t to get rid of the agent but to turn them into a superhero who has every answer at their fingertips.
Takeaway: This kind of powerful internal search is a core feature of platforms like eesel AI. You can connect all your internal docs, wikis, and past tickets to power both an agent-facing copilot and a customer-facing AI agent.
4. Intercom
Intercom is a popular customer service platform that has built its own AI chatbot, Fin, right into its system. Fin learns from a company’s help articles and past conversations to provide automated, conversational support.
Why it’s on the list: Intercom shows the power of having a tightly integrated AI inside a single platform. The whole experience can be very smooth for both agents and customers.
Takeaway: It’s a good option if you’re prepared to move your entire support operation over to their platform. But that kind of vendor lock-in is a big commitment. For businesses that are happy with their current helpdesk, eesel AI offers the same powerful AI features without making you go through a painful migration.
5. H&M
The global fashion retailer H&M uses an AI chatbot that does more than just answer questions. It acts as a virtual shopping assistant. The bot can handle the usual questions about order status and returns, but it can also ask about your style preferences to recommend products, helping to drive sales.
Why it’s on the list: It’s a great example of how AI in e-commerce can go beyond just support and actively make the shopping experience better.
Takeaway: To pull this off, you need an AI that can connect to your product catalog. The AI Chatbot from eesel AI is built for this, with integrations for platforms like Shopify that let it give smart, product-aware recommendations.
6. DoorDash
DoorDash developed a clever AI feature called SafeChat+ that keeps an eye on chats between customers and delivery drivers for any abusive language. If the AI spots a problem, it automatically gives the driver a one-click button to cancel the delivery and flags the chat for a human safety agent to look at.
Why it’s on the list: This is more than just standard support automation. It’s a proactive use of AI to create a safer environment for their drivers.
Takeaway: While this is a very specific use case, it shows how well modern AI can understand intent and emotion. That same tech allows a support AI to recognize when a customer is getting frustrated and smartly hand the conversation over to a human before things get heated.
7. Spotify
To support its huge global user base, Spotify uses AI-powered real-time translation. A customer in Japan can type a question in Japanese, and a support agent in Ireland sees it instantly in English. The agent replies in English, and the customer gets the answer back in perfect Japanese.
Why it’s on the list: It’s a powerful look at how AI helps companies provide truly global, 24/7 support without needing to hire teams that are fluent in dozens of languages.
Takeaway: AI is the ultimate tool for scaling your support internationally without breaking the bank.
8. Warby Parker
The eyewear brand uses a smart mix of augmented reality (AR) and AI in its app’s virtual try-on feature. It uses your phone’s camera to map frames onto your face and even suggests styles that are likely to fit you well.
Why it’s on the list: This is proactive customer service at its finest. By helping customers make a better purchase decision from the start, Warby Parker cuts down on returns and the support questions that come with them.
Takeaway: Sometimes the best customer service is improving the product experience itself. Solving a problem before it even turns into a ticket is the ultimate win.
9. Intuit Credit Karma
Similar to Warby Parker, Intuit uses its AI assistant inside the Credit Karma app to guess what users might need. The AI offers personalized financial insights, answers questions about spending, and suggests products like credit cards that a user is likely to be approved for.
Why it’s on the list: This is another great proactive use case. The AI provides value and answers questions before the user even has to ask, which makes for a better experience and heads off potential support tickets.
Takeaway: When you connect AI to user data, you can deliver a super-personalized experience that feels less like a generic bot and more like a personal advisor.
10. TransferGo
The international money transfer company has a diverse customer base, so it rolled out a virtual agent that’s fluent in 11 languages. This AI handles common requests like updating an address or phone number, letting them provide efficient support all over the world.
Why it’s on the list: It’s a textbook example of using AI to scale support globally in a way that’s cost-effective.
Takeaway: For any company with customers in different countries, a multilingual AI isn’t a luxury anymore, it’s pretty much essential for giving fast and fair service to everyone.
3 practical tips for companies using AI for customer service
After looking at all these examples, a few key lessons really stand out. Here’s how to use them when you’re picking a solution.
- You don’t need to ditch your helpdesk. The biggest myth out there is that you have to buy a whole new all-in-one platform. The reality is, the best solutions plug into the tools you already know and use. This saves a ton of time, money, and headaches for your team.
- Pro Tip: With a tool like eesel AI, you can add a powerful AI layer right on top of your current helpdesk in just a few clicks.
- Start with a simulation to take the risk out of it. Don’t just flip the switch on your AI and hope for the best. A good AI platform will let you test how it performs on your own past tickets in a safe environment. This gives you a clear forecast of your automation rate and shows you exactly how the AI will respond before a single customer ever talks to it.
- Unify your knowledge, no matter where it is. Your company’s real expertise isn’t just in your public help center. It’s scattered across thousands of past support tickets, internal Google Docs, Confluence pages, and Slack threads. Pick an AI tool that can connect to all of those sources. This gives it a complete picture so it can provide accurate, context-aware answers.
What are the next steps for companies using AI for customer service?
If there’s one big takeaway from all these examples, it’s this: using AI for customer service is no longer some futuristic dream that only massive corporations can afford. Modern, self-serve platforms have made powerful AI accessible, affordable, and surprisingly easy to set up for businesses of any size.
The winning strategy is to let AI handle the repetitive, predictable stuff. This frees up your human team to do what they do best: build relationships, solve tough problems, and deliver amazing customer experiences.
Ready to see how easy it can be? With eesel AI, you can launch an AI agent trained on your unique business knowledge in under 5 minutes. Start your free trial or book a demo today!
Frequently asked questions
Absolutely. While custom in-house builds are expensive, modern SaaS platforms have made powerful AI affordable for businesses of any size. Many have clear, predictable pricing that doesn’t require a huge upfront investment, making it much more accessible.
Not much at all. Modern platforms are designed to be self-serve and often feature one-click integrations with existing helpdesks like Zendesk or Freshdesk. You can typically get a powerful AI agent running in minutes without needing a developer.
No, the smartest companies use a hybrid approach. They let AI handle the high-volume, repetitive questions to free up their human agents for complex issues where empathy and problem-solving are key. The goal is to make human teams more efficient, not obsolete.
The best AI tools can learn from all your existing knowledge, wherever it is. This includes public help articles, past support tickets, internal wikis like Confluence, and even private Google Docs or Slack conversations.
They look at key metrics like the automation rate (how many tickets are resolved without human touch) and the impact on first-response time. Many also closely monitor Customer Satisfaction (CSAT) scores to ensure the AI is providing a helpful and positive experience.
That’s a valid concern, which is why leading AI platforms include a simulation mode. This lets you test the AI on thousands of your own past support tickets to see exactly how it will respond before it ever interacts with a real customer.
