Top 10 AI Tools Every Customer Service Professional in Finland Should Know in 2025

Finland's 2025 customer service scene is shaped by cautious consumers and a smarter use of tools: as Advertising Finland's marketing trends note, many Finns are “waiting for the right moment to move or renovate,” so brands must balance short-term performance with long-term trust - and AI is now a practical lever for that balance (Advertising Finland 2025 marketing trends report).

Deloitte's Customer Service Excellence 2025 likewise highlights rising AI adoption in service for faster resolutions, better CX and cost efficiency (Deloitte Customer Service Excellence 2025 report).

For Finnish support teams this means using AI for multilingual replies, intent and sentiment detection, and automated summaries - freeing human agents to protect brand loyalty on the touchpoints that matter.

Upskilling is central: Nucamp's AI Essentials for Work bootcamp teaches prompt-writing and practical AI skills to keep teams productive and in control (Nucamp AI Essentials for Work bootcamp registration).

Bootcamp	Length	Cost (early bird / after)	Includes
AI Essentials for Work	15 Weeks	$3,582 / $3,942	AI at Work: Foundations; Writing AI Prompts; Job-Based Practical AI Skills - AI Essentials for Work bootcamp syllabus

“Marketing will fulfil the first promises of artificial intelligence next year as AI is integrated as part of marketing processes.”

Selection prioritized real-world impact for Finnish support teams: tools had to integrate deeply with ecommerce stacks (Shopify-focused connectors and helpdesk tie‑ins), deliver measurable ROI, and handle multilingual workflows common in Finland's market.

Practical tests leaned on three pillars from industry guidance - automation that resolves (not just suggests) replies, tight Shopify/order integrations, and clear KPIs - so candidates that could perform actions like address updates or cancellations (notably championed in Gorgias' AI Agent Actions) rose to the top (Gorgias AI Agent Actions).

Evaluation also used Shopify's playbook on AI customer service for metrics and use cases - 24/7 chat, self‑service deflection, and conversational commerce were scored alongside ease of setup, data controls, and localization for Finnish languages (Shopify AI customer service playbook).

Finally, tool choice factored in team readiness: vendors that pair automation with clear upskilling paths (so agents keep control and brand voice) aligned with Nucamp's advice to level up with Python/SQL and prompt skills for hybrid human+AI support (Nucamp Back End, SQL, and DevOps with Python syllabus).

The result: a shortlist favoring platforms that cut repetitive work, preserve human oversight, and measurably improve Finnish CX - imagine an AI that safely cancels an order in seconds, freeing an agent to save a VIP relationship.

KPI	Why it matters	How to monitor
First response time (FRT)	Fast replies reduce abandonment and lift conversions	Average seconds from customer message to bot/agent reply
Self-service resolution rate	Shows how many tickets bots fully resolve (labor savings)	Bot-resolved chats ÷ total chats
Customer satisfaction (CSAT)	Ensures automation still feels helpful and on-brand	Post-chat survey (thumbs or 1–5 scale) averaged daily

“Actions responds to tickets within about 30 seconds and is available 24/7. Regardless of when a customer places their order, the likelihood of quickly catching and canceling the order has increased by 70% since we started using Actions. It's an exceptional result.” - Jon Clare, VP of Customer Service at Trove Brands

Yuma positions itself as an e‑commerce-first AI that Finnish merchants can drop into their stack - Shopify, Gorgias, Zendesk or Front - to automate order updates, exchanges, refunds and even action‑based workflows while keeping brand voice consistent; learn more on Yuma's site (Yuma e-commerce AI customer service platform).

Deploys in minutes, offers a 30‑day trial, and includes AI agents that automate WISMO tracking links, social DMs and page‑level help so a return or refund can be processed before the shopper leaves the product page.

New “Guidelines” let teams lock tone, semantics and policy to prevent hallucinations and keep communications compliant (Yuma AI Guidelines release (Sept 25, 2024)), while the Gorgias integration documents practical setup and the ticket assistant's translate/summarize tools that support multilingual Finnish workflows (Yuma AI Gorgias integration and setup documentation).

For Finnish CX leaders balancing low‑touch automation with high‑touch loyalty, Yuma's mix of action‑capable agents and control panels makes scaling predictable instead of experimental.

Metric / Case	Outcome
Glossier	87% reduction in overall response time
Petlibro	79% automation of tickets
EvryJewels	89% automation
Clove	70% automation

“The release of Guidelines marks a significant step in our journey. It's just the beginning - we have several cutting-edge features set to launch soon, all aimed at creating a future where businesses no longer have to worry about customer service.” - Guillaume Luccisano, Founder and CEO of Yuma

For Finnish support teams weighing scale, compliance and real multilingual coverage, Zendesk AI now reads like a complete playbook: agentic AI agents that can resolve complex issues 24/7, connect to back‑end systems and switch automatically between more than 30 languages, which matters when customers ping in Finnish, Swedish or English at odd hours; see Zendesk's AI overview for customer service (Zendesk AI overview for customer service).

The 2024 acquisition of Ultimate strengthens that case - custom intent models, richer bot flows and reusable API steps mean AI can do more than suggest replies: it can fetch order data, validate a customer and drive end‑to‑end actions so an urgent return or cancellation can be handled before the customer loses patience (Zendesk Ultimate acquisition announcement 2024).

The tradeoffs are familiar: deep integrations, enterprise analytics and strong privacy controls (GDPR‑aware controls and data residency options) come at a higher price and more configuration, but the payoff is tangible - big reductions in ticket volume and measurable CSAT gains - letting human agents focus on high‑value, relationship‑saving work instead of repetitive triage.

Metric	From Zendesk
Automation potential	Up to +80% of interactions
Language support	30+ languages at native fluency
Selected impact metrics	35% fewer tickets; 9.44% CSAT lift; $434k annual savings (examples)

“Zendesk AI has changed the way we speak to our customers, because now we can actually match their tone in conversation, whether they like to have fun using emojis or prefer the conversation to be more formal.” - Stacey Zavattiero

Intercom's Fin AI Agent plus Copilot is a pragmatic fit for Finnish support teams that need fast, consistent answers without rewriting the playbook: Fin can be deployed into existing helpdesks (Zendesk, Salesforce, Intercom) and runs 24/7 across channels so routine WISMO and FAQ flows can be solved while agents focus on relationship‑saving cases; see a hands‑on review of Intercom AI's Copilot and Fin features for setup and limits (Intercom AI Copilot and Fin hands-on review).

Copilot acts like a smart teammate inside the inbox - pulling from help‑center articles, saved replies and external docs to draft brand‑safe responses agents can edit, translate or rephrase in seconds - turning fragmented knowledge into a single, searchable workflow.

For teams watching costs, Fin's per‑resolution pricing and seat plans are explicit, and Fin's claim of multi‑source answers and broad language configurability makes Intercom a sensible choice for Finland's multilingual customer base (Fin AI Agent product details), delivering time savings that add up from quiet hours to peak shopping days.

Plan	Price
Essential	$29 per seat/mo (+ $0.99 per Fin resolution)
Advanced	$85 per seat/mo (+ $0.99 per Fin resolution)
Expert	$132 per seat/mo (+ $0.99 per Fin resolution)
Fin AI Agent only	$0.99 per resolution (50 resolution monthly min)

“What I like best about Intercom is how simple and intuitive it is to use. It's hands down one of the best omnichannel tools available.” - G2 Reviewer

Freshdesk's Freddy is a pragmatic choice for Finnish support teams that need agentic automation plus tight controls: Freddy bundles Self‑Service agents, an AI Copilot that drafts and translates replies in real time, and AI Agents that can act on Shopify/Stripe‑style workflows - so routine WISMO, refunds or address updates can be resolved end‑to‑end without waiting for a human (Freshworks Freddy AI automation overview).

Freddy's ticketing guide highlights practical Copilot tools - summary generator, canned response suggester, auto‑triage and sentiment analysis - that speed handovers and help prioritize Finnish and Swedish tickets during peak shopping hours (Freshdesk Freddy AI ticketing overview).

Built‑in safety and privacy controls under Freddy AI Trust (PII detection, prompt‑shielding and traceability) make it easier to stay GDPR‑compliant, while reported outcomes - average conversational resolution under 2 minutes and large response‑time reductions - show how Freddy turns repetitive volume into focus time for agents who must protect high‑value Finnish customer relationships.

Capability	Why it matters for Finland
AI Agents (actionable workflows)	Resolves orders/refunds end‑to‑end across channels
Copilot tools (summaries, suggestions)	Speeds agent replies and supports multilingual handovers
Freddy AI Trust (safety & privacy)	Helps maintain GDPR compliance and audit trails

“The best part of the Freddy AI Agent is how quickly it can be deployed. If you have your FAQs and data ready, you can just give those to it and have a new AI agent ready within minutes.” - Amanda Pope

For Finnish ecommerce teams juggling Finnish, Swedish and English channels, Gorgias is built to keep everything in one tab: the Gorgias Shopify integration for order history and ticket actions surfaces order history and customer context directly in tickets, lets agents perform Shopify actions (edit addresses, cancel or refund, duplicate orders) and embed dynamic variables in Macros so replies stay personal and fast; its AI Agent can even automate common order edits and reships to reduce manual work.

Chat-enabled self‑service for order management deflects routine WISMO questions - Gorgias cites up to a 30% drop in live chat inquiries - while built‑in reporting ties support to revenue so small Finnish teams can prove ROI on automation.

Trusted by thousands of merchants, Gorgias aims to turn support into a sales and loyalty driver rather than a cost center; see the full feature set on the Gorgias helpdesk features for Shopify ecommerce support page.

A small team can go from churning through tabs to resolving most order issues from a single, contextual ticket view.

Capability	How it helps Finnish support teams
View & update Shopify data in tickets	Answer WISMO and order-change requests without switching apps
Shopify Actions & Macros	Personalized, repeatable replies and one‑click order edits
AI Agent automation	Automates cancels, address edits, replacements and reships
Self‑serve Order Management in Chat	Deflects routine queries (up to ~30% fewer live chats)
Revenue & performance reporting	Shows how support interactions drive sales and efficiency

“Monday used to be the hectic day. We were flooded with the influx of inquiries and we needed to keep up with everything. With Gorgias Automate, shoppers get their answers solved, even outside of business hours.” - Addison Debter, Head of Customer Service at Kirby Allison

Salesforce Service Cloud's Agentforce brings enterprise-grade, low‑code agentic AI to Finnish support teams that must balance fast, multilingual service with strict GDPR rules: the Agent Builder lets admins describe an agent in natural language, assign Topics and Action flows (Apex, Flow or MuleSoft APIs) and test reasoning live with the Atlas engine, so an agent can pull order history, call an order‑management API and either resolve or escalate while logging every step (Salesforce Agentforce overview - how Agentforce works and features).

Tight integration with Data Cloud and Retrieval‑Augmented Generation grounds replies in real customer data, and built‑in controls - attribute‑based access, data‑masking, regional data residency options and the Einstein Trust Layer - are designed to reduce prompt injection and PII exposure, which matters for Finland's privacy expectations.

Omni Supervisor and audit trails give managers real‑time oversight, and security playbooks (guardrails, separate agents per role, human fallback) make Agentforce practical for regulated workflows; think of it as a trustworthy digital apprentice that can run a secure flow while a human handles the relationship nuance (Agentforce security best practices and controls).

Item	Description
Access Control	Define RBAC/ABAC per agent to limit data and actions
Prompt Review	Peer‑reviewed prompt templates with guardrails
Logging Enabled	Record agent actions, tool calls and reasoning steps
Escalation Paths	Human fallback when confidence is low or data is sensitive

“We do think that humans and agents working together is the future. It's hard to believe, but we brought 5,200 customers live on Agentforce in their sandboxes in the first two days of Dreamforce.” - David Schmaier

Ada is an “AI‑first” customer service platform (founded 2016) whose Reasoning Engine™ blends NLP and multiple LLMs to automate conversations across web, mobile, social and voice - an attractive toolkit for Finnish support teams that must cover Finnish, Swedish and English without bloated agent headcount.

Ada's no‑code conversation builder and integrations with platforms like Zendesk and Shopify let small teams spin up multilingual self‑service flows and action‑capable agents (think order lookups, account updates or voice automation) while keeping a single knowledge hub; see a hands‑on review of Ada's features and channels for details (Ada customer service platform review - Voiceflow).

Tradeoffs matter: pricing is not listed publicly (quotes are required) and reviews are mixed, from a low Trustpilot score in one review to solid product ratings and enterprise case studies in others - yet vendors and analysts point to Ada's ability to resolve a large share of routine queries, which in practice frees Finnish agents to protect high‑value relationships during peak shopping spikes (Ada product ratings and case examples - SoftwareReviews).

The clear “so what?” for Finland: Ada can cut repetitive volume across channels so a compact support team can spend more time saving churn‑risk customers and less time chasing WISMO.

Item	Fact
Founded	2016 (Toronto)
Core tech	Reasoning Engine™ + multiple LLMs (NLP, safety checks)
Channels	Web chat, Mobile SDK, Social, SMS, Voice (Ada Voice)
Pricing	Quote required; pay‑per‑resolved conversation models reported
Best for	E‑commerce, finance, healthcare, tech - multilingual automation at scale

Kustomer's AI-native approach is a practical fit for Finnish support teams that need tight context, multilingual coverage and cost flexibility: its unified customer timeline and AI Agents connect real-time data to backend systems (ERPs, CRMs) so routine tasks - order lookups, refunds or WISMO updates - can be resolved automatically (Kustomer materials cite up to 40% of inquiries handled by customer-facing agents) while AI co‑pilots for reps boost productivity by more than 30%, freeing humans to protect high-value relationships during peak shopping spikes; see Kustomer blog - The Future of AI in Customer Service for details (Kustomer blog: The Future of AI in Customer Service) and the company's recent funding note on its AI roadmap and international expansion (Business Wire: Kustomer raises $30M to scale its AI-native platform).

For small Finnish teams, that pay‑for‑what‑you‑use model and deep context memory mean Monday surges can be handled with fewer agents and less tool-hopping, turning repetitive volume into time to retain customers instead of firefight tickets.

Item	Fact
Series B funding	$30M to accelerate AI roadmap
AI Agents (for reps)	Productivity > 30%
AI Agents (for customers)	Resolve up to 40% of inquiries
Architecture	Unified timeline + backend integrations (ERPs, CRMs)
Pricing	Pay‑for‑what‑you‑use model

“Delivering an incredible customer experience across every channel has never been more important. AI alone isn't enough. It has to reach customers and be embedded into the daily workflows of CX teams. That's what sets Kustomer apart. We've shaped our platform from the ground up to operationalize AI with real-time data and deep context, so teams can delight customers and drive real outcomes. With Norwest's partnership, we're doubling down on our AI-native platform and scaling to meet global enterprise demand.” - Brad Birnbaum

For Finnish support teams juggling Finnish, Swedish and English channels, Tidio's Lyro AI is a pragmatic, low‑friction way to automate routine ecommerce and ticket tasks while keeping GDPR controls and brand tone intact: Lyro plugs into existing stacks (Shopify, Zendesk and 120+ integrations) and runs across web, email and social so order checks, WISMO and basic refunds can be handled 24/7 while agents preserve time for high‑value, relationship work; see the Tidio Lyro AI agent overview and setup for setup and guarantees (Tidio Lyro AI agent overview and setup) and the product launch writeup for feature context (Tidio blog: Lyro conversational AI product launch).

The experience is intentionally predictable - a one‑click activation that trains from your knowledge base - and the impact is concrete: customers report Lyro automating roughly two‑thirds of requests (67%) and slashing first‑response time by ~75% (from about 1 minute to under 15 seconds), all while offering multilingual coverage and a free 50‑conversation trial so small Finnish teams can test performance before committing.

Metric	Value
Typical automation / resolution	≈67% (reported; up to ~70%)
Languages supported	12 languages (multichannel)
Free trial	50 Lyro conversations
First response time improvement	~75% faster (from ~60s to <15s)

“At present, about 90% of conversations are handled by Lyro, and in the vast majority of cases the responses have been perfect.” - Max Sealey, Support Services Manager @ Gecko Hospitality

ChatGPT for Business is a fast on‑ramp to frontier models and agentic workflows that make it practical for Finnish support teams to scale multilingual, GDPR‑conscious automation: a secure shared workspace with admin roles, SAML SSO, SOC 2 / ISO certifications and a default policy that excludes business data from model training (see the ChatGPT for Business overview (OpenAI)).

Beyond chat, Agent Mode lets teams run a virtual browser, call connectors, fill forms, edit spreadsheets and even take action across sites - so routine tasks like fetching order data, drafting refunds or compiling shipment summaries can be delegated to an agentic “digital intern” that pauses for confirmation when needed (details in the ChatGPT Agent documentation (OpenAI Help Center)).

For omnichannel Finnish operations the platform also supports secure connectors to Google Drive, SharePoint, Dropbox and more for grounded, on‑brand answers, and a growing set of business use cases from multilingual support to automated reporting (see the practical use‑case roundup ChatGPT for Business use‑case roundup (AIMultiple)).

The result: predictable pricing and controls that let small teams experiment safely while keeping humans in charge of high‑value relationship work.

Item	Fact
Price	$25/user/mo (annual) or $30/user/mo (monthly); 2+ users minimum
Security & Privacy	Data excluded from training by default; AES‑256 encryption; SAML SSO; SOC 2 Type II & ISO certifications
Agent Mode	Virtual browser, connectors, code interpreter, form filling; pauses for confirmations and offers role controls

Choosing the right AI tool for a Finnish support team comes down to three practical checks: can it reliably resolve common ecommerce actions end‑to‑to‑end, does it handle Finnish/Swedish/English with audited privacy controls, and can your team keep control through clear escalation paths and upskilling.

Tools like Fin tout market‑leading resolution rates (up to ~65% end‑to‑end), broad multilingual support and pay‑per‑resolution pricing that make predictable pilots possible - see the Fin AI Agent overview and trial details (Fin AI Agent overview and trial).

Real Finnish cases such as VSP show usability and easy maintenance matter just as much as raw accuracy, so pair any rollout with human fallback and measurable KPIs (FRT, self‑service resolution, CSAT) and invest in prompt and workflow skills; Nucamp's AI Essentials for Work bootcamp teaches practical prompt writing and AI‑at‑work skills to keep agents effective and in control (Nucamp AI Essentials for Work bootcamp).

Bootcamp	Length	Cost (early bird / after)	Includes
AI Essentials for Work	15 Weeks	$3,582 / $3,942	AI at Work: Foundations; Writing AI Prompts; Job‑Based Practical AI Skills - AI Essentials for Work syllabus

“Customer service is often seen as easy routine work, but it's actually demanding. High-quality customer service requires expertise, continuous information searching, and quick, accurate responses to customer queries.” - Maria Österman, Development Manager, VSP

Start small, measure impact, preserve brand voice and data controls, and pick the platform that frees agents to focus on the high‑value, relationship work where human judgment still wins.