AI customer support agent features & capabilities compared: Ada vs. Drift
Ada and Drift are AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Ada offers a comprehensive suite of features, including human handover capabilities, advanced analytics and insights, an AI email assistant, and email lead capture. This makes Ada a robust choice for businesses looking to integrate AI into their customer support operations while maintaining a high level of human oversight and gaining detailed insights into their support performance. Ada's pricing is straightforward at $1,000 per 1,000 tickets or chats.
Drift, on the other hand, also supports human handover and email lead capture, but it lacks the advanced analytics and AI email assistant features that Ada provides. Drift's pricing is not explicitly provided and is instead available upon request (POA). This could imply a more tailored pricing approach based on the specific needs and scale of the customer. While Drift may be suitable for businesses focused primarily on lead capture and seamless human handover, it may not offer the same depth of analytics and AI-driven email support as Ada.
Full breakdown: All available features and pricing
| Feature | Ada | Drift | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Not provided | No | Yes |
| AI Price Per 1,000 tickets/chats | $1,000 | POA | $99 |
| Usage Tiers | Not provided | Not provided | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | Yes | Yes |
| Conversation Analytics/Insights | Yes | No | Yes |
| AI Email Assistant | Yes | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Ada pricing page | Drift pricing page | My AskAI pricing page |
| Content Limits | 50,000 articles | Not provided | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Not provided | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Websites (public) Zendesk Salesforce API |
FAQs Customer Interactions Product and Service Information Feedback Loops |
Websites Files (PDF, Docx, txt, CSV, pptx, mp3, mp4 (audio), xlsx) Google Drive Notion Confluence SharePoint Gitbook OneDrive Dropbox Zendesk Intercom Salesforce |
| Integrations (End Users) | Ada marketplace / app store | Drift marketplace / app store | Website Zendesk (app) Intercom (app) HubSpot (app) Slack (app) Teams (app) Zapier Tidio LiveChat Crisp SalesIQ (Zoho) Tawk Freshchat WhatsApp (via Intercom/Zendesk) Instagram (via Intercom/Zendesk) Messenger (via Intercom/Zendesk) X/Twitter (via Intercom/Zendesk) |
| GDPR Compliant | TBC | Yes | Yes |
| SOC-2 Compliant | TBC | Yes | No |
| Support | TBC | Premium - 12/5 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Advanced - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Enterprise - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | TBC | Fine-tuned OpenAI |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview of AI Customer Support Platforms
This analysis focuses on the AI customer support features of three platforms—Ada, Drift, and My AskAI. These platforms aim to deflect support tickets by automating customer interactions through AI.
AI Customer Support Features
All three platforms, Ada, Drift, and My AskAI, offer AI customer support features designed to enhance customer service. However, My AskAI stands out by also providing AI features specifically for support agents, which neither Ada nor Drift explicitly offer.
Pricing
Ada charges $1,000 per 1,000 tickets/chats, while Drift's pricing is provided on application (POA). My AskAI offers a more competitive pricing model at $99 per 1,000 tickets/chats. This significant price difference can be a crucial factor for businesses looking to manage costs effectively.
Usage Tiers
Ada and Drift do not provide detailed information on usage tiers. In contrast, My AskAI offers clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Additionally, My AskAI charges $0.10 per conversation beyond these limits.
Human Handover
All three platforms support human handover, ensuring that complicated queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Both Ada and My AskAI provide conversation analytics and insights, which are vital for understanding customer interactions and improving service. Drift, however, does not offer this feature.
AI Email Assistant
Ada and My AskAI both offer an AI email assistant to help automate email responses. Drift does not provide this feature.
Email Lead Capture
All three platforms—Ada, Drift, and My AskAI—offer email lead capture capabilities, aiding in lead generation and customer outreach.
Content Limits
Ada supports up to 50,000 articles, while My AskAI offers unlimited webpages and documents across all its tiers. Drift does not specify content limits.
Number of Chatbots/Agents
Ada and Drift do not provide specific information on the number of chatbots or agents. My AskAI offers one chatbot with two modes (public and private) for its Essentials and Pro tiers, and unlimited chatbots for its Enterprise tier.
Hosted Help Centre
None of the platforms offer a hosted help centre as part of their AI customer support features.
Chatbot Flow Builder
Both Ada and Drift offer a chatbot flow builder, allowing users to design conversation flows. My AskAI does not provide this feature.
Integrations (Content/Knowledge)
Ada integrates with websites, Zendesk, Salesforce, and APIs. Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. My AskAI offers a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Ada and Drift have their respective marketplaces for integrations. My AskAI supports a broad array of integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
Compliance
Drift and My AskAI are GDPR compliant, while Ada's compliance status is to be confirmed. Drift is SOC-2 compliant, whereas My AskAI is not.
Support
Drift offers various support levels, including premium, advanced, and enterprise options with different levels of customer support and resources. My AskAI provides support through web, email, and video for Essentials and Pro tiers, and adds Slack and a Success Manager for the Enterprise tier. Ada's support options are not specified.
AI Models Available
Drift uses fine-tuned AI models and OpenAI. My AskAI offers GPT-4o for Essentials and Pro tiers, and GPT-4o/Claude/Gemini for the Enterprise tier. Ada's AI models are to be confirmed.
API Access
All three platforms provide API access, allowing for further customization and integration with other systems.
Conclusion
In summary, while Ada and Drift offer robust AI customer support features, My AskAI provides a more comprehensive and cost-effective solution, particularly with its competitive pricing, extensive integrations, and additional AI features for support agents.
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io ($50M+ ARR)
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
