Chatbot and Drift are AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Chatbot offers tiered pricing starting at $85 per 1,000 tickets or chats, with various usage tiers ranging from Starter to Enterprise levels. It features human handover capabilities, comprehensive analytics and insights, and email lead capture, but does not include an AI email assistant.
Drift, on the other hand, does not provide specific pricing information, indicating a price on application (POA) model. It also supports human handover and email lead capture but lacks analytics and insights as well as an AI email assistant. While both platforms aim to streamline customer support through AI-driven interactions, Chatbot stands out with its detailed pricing structure and analytics capabilities, whereas Drift's pricing and usage details are less transparent.
| Feature | Chatbot | Drift | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | $85 | POA | $99 |
| Usage Tiers | Starter - 1,000 valid chats/mo Team - 5,000 valid chats/mo Business - 25,000 valid chats/mo Enterprise - Custom | 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 | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Chatbot pricing page | Drift pricing page | My AskAI pricing page |
| Content Limits | 5,000 knowledge articles | Not provided | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Starter - 1 chatbot Team - 5 chatbot Business - Unlimited chatbot Enterprise - Unlimited chatbot | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Websites Zendesk Knowledge bases Add your internal documentation or unpublished URL content as editable text articles in the Articles section | FAQs Customer Interactions Product and Service Information Feedback Loops | Websites Files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) | Chat Widget Live Chat Help Desk Facebook Messenger WordPress Shopify Slack Zapier Freshdesk Zendesk | https://www.drift.com/platform/integrations/ | 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 | Yes | Yes | Yes |
| SOC-2 Compliant | No | Yes | No |
| Support | Starter - Help center, Email support Team - Help center, Email support Business - Help center, Email support Enterprise - Help center, Email support, Personal onboarding, Premium customer support, Security assistance, Chatbot building services, Chatbot maintenance, Dedicated account manager | 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 | Starter - AI Assist Team - AI Assist Business - AI Assist Enterprise - AI Assist | Fine-tuned OpenAI | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
This analysis examines the AI customer support offerings of three platforms:Chatbot,Drift, andMy AskAI. The focus is on features designed to deflect support tickets and enhance customer service efficiency. Notably, My AskAI can be integrated within Chatbot or Drift, providing additional capabilities.
All three platforms—Chatbot, Drift, and My AskAI—offer AI customer support features aimed at reducing the volume of support tickets. However, My AskAI stands out by also providing AI features specifically designed for support agents, a capability that Drift lacks.
When it comes to pricing, Chatbot charges $85 per 1,000 tickets/chats, while My AskAI is priced at $99 for the same volume. Drift's pricing is provided on application (POA), making it less transparent. My AskAI's pricing structure is straightforward, with additional charges of $0.10 per conversation beyond the set limits.
Chatbot offers four usage tiers ranging from 1,000 to 25,000 valid chats per month, with a custom option for enterprise needs. My AskAI provides three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional charge for exceeding the limits. Drift does not provide specific usage tiers.
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Chatbot and My AskAI offer conversation analytics and insights, while Drift does not. This feature is crucial for understanding customer interactions and optimizing support strategies.
My AskAI includes an AI email assistant, a feature absent in both Chatbot and Drift. This assistant can help automate and streamline email responses, enhancing overall efficiency.
All three platforms support email lead capture, enabling the collection of customer information for follow-up and marketing purposes.
Chatbot sets a limit of 5,000 knowledge articles, whereas My AskAI offers unlimited webpages and documents across all tiers. Drift does not specify content limits.
Chatbot's tiers range from one chatbot in the Starter plan to unlimited chatbots in the Business and Enterprise plans. My AskAI allows one chatbot with two modes (public and private) in the Essentials and Pro plans, and unlimited chatbots in the Enterprise plan. Drift does not provide specific details on the number of chatbots or agents.
Chatbot offers a hosted help center, a feature not available in Drift or My AskAI.
Both Chatbot and Drift provide a chatbot flow builder, allowing users to design custom interaction flows. My AskAI does not offer this feature.
Chatbot integrates with websites, Zendesk, and various knowledge bases. Drift's integrations include FAQs, customer interactions, and feedback loops. My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, and more, offering extensive flexibility.
Chatbot integrates with numerous platforms like Facebook Messenger, WordPress, and Slack. Drift's integrations are detailed on their platform page. My AskAI integrates with a broad array of platforms, including Zendesk, Intercom, HubSpot, Slack, Teams, and various chat services.
All three platforms are GDPR compliant. However, only Drift is SOC-2 compliant, ensuring a higher level of security and data protection.
Chatbot offers varying levels of support depending on the tier, from help center access to dedicated account managers for enterprise users. Drift provides extensive support options, including 24/7 customer support and dedicated success managers. My AskAI offers web and email support for Essentials, priority support for Pro, and Slack and success manager support for Enterprise users.
Chatbot uses AI Assist across all tiers. Drift employs fine-tuned OpenAI models. My AskAI leverages GPT-4o in Essentials and Pro tiers, with the option to use GPT-4o, C
