AI customer support agent features & capabilities compared: Ada vs. Intercom Fin AI

Introduction

This analysis compares the AI customer support features of three platforms: Ada, Intercom Fin AI, and My AskAI. These platforms are designed to deflect support tickets and enhance customer service through AI technologies. My AskAI can be integrated within both Ada and Intercom Fin AI, offering additional flexibility.

AI Customer Support Features

All three platforms—Ada, Intercom Fin AI, and My AskAI—offer robust AI customer support features aimed at deflecting support tickets. This core functionality is a standard across the board, ensuring automated responses and efficient handling of customer inquiries.

AI Features for Support Agents

Intercom Fin AI and My AskAI provide AI features specifically designed for support agents, enhancing their ability to manage and resolve tickets. Ada does not explicitly state whether it offers such features.

Pricing

When it comes to cost, My AskAI is the most economical option at $99 per 1,000 tickets/chats. Intercom Fin AI charges $495 for the same volume, while Ada is the most expensive at $1,000 per 1,000 tickets/chats. This makes My AskAI a cost-effective choice for businesses looking to manage expenses.

Usage Tiers

Intercom Fin AI offers usage tiers based on features, while My AskAI provides a more granular breakdown: Essentials, Pro, and Enterprise plans with varying conversation limits and additional charges for exceeding those limits. Ada does not provide detailed information on usage tiers.

Human Handover

All three platforms support human handover, allowing complex or sensitive issues to be escalated to human agents seamlessly.

Conversation Analytics/Insights

Ada, Intercom Fin AI, and My AskAI all offer conversation analytics and insights, providing valuable data to improve customer service and AI performance.

AI Email Assistant

Both Ada and My AskAI offer an AI email assistant, whereas Intercom Fin AI does not. This feature can be particularly useful for managing email inquiries efficiently.

Email Lead Capture

All three platforms support email lead capture, ensuring that potential customer information is collected and utilized effectively.

Content Limits

Ada imposes a limit of 50,000 articles, while My AskAI offers unlimited content across all tiers. Intercom Fin AI does not specify content limits, making My AskAI the most flexible option in this regard.

Number of Chatbots/Agents

Intercom Fin AI supports a single chatbot/agent, while My AskAI offers more flexibility with one chatbot in Essentials and Pro plans, and unlimited chatbots in the Enterprise plan. Ada does not provide specific information on this feature.

Hosted Help Centre

Intercom Fin AI offers a hosted help center, a feature not provided by Ada or My AskAI. This can be a valuable resource for businesses looking to centralize their support documentation.

Chatbot Flow Builder

Both Ada and Intercom Fin AI include a chatbot flow builder, allowing for the customization of conversation flows. My AskAI does not offer this feature.

Integrations (Content/Knowledge)

My AskAI stands out with a wide range of integrations, including websites, various file types, and multiple third-party platforms like Google Drive, Notion, and Salesforce. Ada and Intercom Fin AI offer fewer integrations in comparison.

Integrations (End Users)

My AskAI offers extensive end-user integrations, including popular platforms like Zendesk, Intercom, Slack, and various messaging apps. Ada and Intercom Fin AI also provide integrations but with a more limited range.

Compliance

Intercom Fin AI is both GDPR and SOC-2 compliant. My AskAI is GDPR compliant but not SOC-2 compliant. Ada's compliance status is not provided.

Support

My AskAI offers tiered support options, including web, email, video, and even a success manager for enterprise customers. Intercom Fin AI and Ada do not provide detailed information on their support offerings.

AI Models Available

Intercom Fin AI and My AskAI both utilize the GPT-4o model. My AskAI also offers additional models like Claude and Gemini for enterprise customers. Ada has not specified the AI models it uses.

API Access

All three platforms offer API access, allowing for customization and integration with other systems.

Conclusion

In summary, My AskAI offers a competitive and cost-effective AI customer support solution with extensive integrations and flexible content limits. While Intercom Fin AI provides a robust range of features, its higher cost and limited content flexibility may be a drawback. Ada offers strong AI capabilities but at a higher price point and with less detailed information on certain features.