AI customer support agent features & capabilities compared: Ada vs. Zendesk AI
Ada and Zendesk AI are both AI customer support platforms designed to deflect support tickets through automated responses and assistance. Ada charges $1,000 per 1,000 tickets or chats, while Zendesk AI offers a more cost-effective solution at $495 for the same volume. Both platforms include essential features such as human handover, comprehensive analytics and insights, AI email assistants, and email lead capture capabilities.
Ada does not provide specific usage tiers, suggesting a more straightforward pricing model, whereas Zendesk AI's pricing is based on feature tiers, potentially offering more flexibility depending on the user's needs. Despite the difference in pricing, both platforms aim to streamline customer support operations by integrating AI to handle routine inquiries and tasks, allowing human agents to focus on more complex issues. This comparison highlights Ada's higher pricing against Zendesk AI's tiered and potentially more economical approach, while both maintain similar core functionalities.
Full breakdown: All available features and pricing
| Feature | Ada | Zendesk AI | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Not provided | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $1,000 | $495 | $99 |
| Usage Tiers | Not provided | Based on features | 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 | Yes | Yes |
| AI Email Assistant | Yes | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Ada pricing page | Zendesk AI pricing page | My AskAI pricing page |
| Content Limits | 50,000 articles | TBC | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | 1 | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Not provided | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Websites (public) Zendesk Salesforce API |
Help Center | 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 | Zendesk AI 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 | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | TBC | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
AI Customer Support Platforms: Ada vs. Zendesk AI vs. My AskAI
In this analysis, we compare the AI customer support features of Ada, Zendesk AI, and My AskAI. These platforms are designed to deflect support tickets and enhance customer support efficiency.
AI Customer Support Features
All three platforms, Ada, Zendesk AI, and My AskAI, offer comprehensive AI customer support features. These features aim to automate responses and reduce the workload on human agents.
AI Features for Support Agents
Zendesk AI and My AskAI provide AI features specifically tailored for support agents, enhancing their productivity. Ada does not explicitly provide information on such features.
Pricing
Ada's AI is priced at $1,000 per 1,000 tickets/chats, while Zendesk AI is more cost-effective at $495 for the same volume. My AskAI offers the most competitive pricing at $99 per 1,000 tickets/chats, making it a budget-friendly option.
Usage Tiers
Zendesk AI's pricing is based on features, without specific usage tiers. My AskAI offers clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with a cost of $0.10 per conversation beyond these limits. Ada does not provide detailed information on usage tiers.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Ada, Zendesk AI, and My AskAI offer conversation analytics and insights, providing valuable data to improve customer support strategies.
AI Email Assistant and Email Lead Capture
All three platforms include AI email assistants and email lead capture features, streamlining email communication and lead generation.
Content Limits
Ada has a content limit of 50,000 articles. My AskAI offers unlimited webpages and documents across all tiers, which are updated automatically. Zendesk AI's content limits are not clearly specified.
Number of Chatbots/Agents
Zendesk AI allows for one chatbot/agent. My AskAI provides one chatbot with two modes (public and private) for Essentials and Pro tiers, and unlimited chatbots for the Enterprise tier. Ada does not specify the number of chatbots/agents.
Hosted Help Centre
Zendesk AI offers a hosted help center, whereas My AskAI does not. Ada does not provide information on this feature.
Chatbot Flow Builder
Both Ada and Zendesk AI include a chatbot flow builder, enabling the creation of custom interaction flows. My AskAI does not offer this feature.
Integrations (Content/Knowledge)
Ada integrates with websites (public), Zendesk, Salesforce, and APIs. Zendesk AI focuses on its Help Center. My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, Salesforce, and more.
Integrations (End Users)
Ada and Zendesk AI have their respective marketplaces for end-user integrations. My AskAI offers extensive end-user integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter through Intercom/Zendesk.
Compliance
Zendesk AI is GDPR and SOC-2 compliant. My AskAI is GDPR compliant but not SOC-2 compliant. Ada's compliance details are not provided.
Support
My AskAI offers tiered support: web and email for Essentials, priority web, email, and video for Pro, and Slack and a success manager for Enterprise. Zendesk AI and Ada do not provide detailed support information.
AI Models Available
Zendesk AI and My AskAI both utilize the GPT-4o model. My AskAI also offers additional models like Claude and Gemini for the Enterprise tier. Ada's AI models are not specified.
API Access
All three platforms provide API access, facilitating integration with other systems and custom development.
Conclusion
Ada, Zendesk AI, and My AskAI each offer robust AI customer support features with varying strengths in pricing, integrations, and support. My AskAI stands out with its competitive pricing, extensive integrations, and flexible usage tiers.
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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)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
