AI customer support agent features & capabilities compared: Chatbot vs. HubSpot

AI Customer Support Platforms Comparison

This analysis focuses on the AI customer support features of three platforms: Chatbot, HubSpot, and My AskAI. The comparison aims to provide an objective overview of their capabilities, pricing, and features, specifically for deflecting support tickets.

AI Customer Support Features

All three platforms, Chatbot, HubSpot, and My AskAI, offer AI customer support features designed to assist both customers and support agents. They provide automated responses to common queries, helping to deflect support tickets and reduce the workload on human agents.

AI Pricing

Chatbot charges $85 per 1,000 tickets/chats, while My AskAI is priced at $99 for the same volume. HubSpot's pricing is provided on application (POA), making it less straightforward to compare directly. This could be a consideration for businesses seeking transparent pricing models.

Usage Tiers

Chatbot offers multiple tiers: Starter (1,000 chats/mo), Team (5,000 chats/mo), Business (25,000 chats/mo), and Enterprise (custom). HubSpot provides Service Hub Professional and Enterprise, both with up to 5,000 snippets. My AskAI has Essentials (200 conversations/mo), Pro (1,000 conversations/mo), and Enterprise (unlimited conversations), with a flexible $0.10 per conversation beyond the limits.

Human Handover

All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary. This feature is crucial for maintaining high-quality customer support.

Conversation Analytics/Insights

Each platform provides conversation analytics and insights, helping businesses to understand customer interactions and improve their support strategies.

AI Email Assistant

HubSpot and My AskAI both offer an AI email assistant, which can be a valuable tool for managing email support. Chatbot does not have this feature, which may be a consideration for businesses heavily reliant on email communication.

Email Lead Capture

All three platforms support email lead capture, enabling businesses to collect customer information and follow up on leads effectively.

Content Limits

Chatbot limits content to 5,000 knowledge articles, while HubSpot's Service Hub Professional and Enterprise allow up to 5,000 documents per account. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing greater flexibility and scalability.

Number of Chatbots/Agents

Chatbot's tiers range from 1 chatbot in the Starter plan to unlimited in the Business and Enterprise plans. HubSpot offers 3 seats in Marketing Hub Professional and 5 in Enterprise. My AskAI provides 1 chatbot with two modes in Essentials and Pro, and unlimited in the Enterprise tier.

Hosted Help Centre

Chatbot and HubSpot both offer a hosted help centre, while My AskAI does not include this feature. This may be a consideration for businesses looking for an integrated help centre solution.

Chatbot Flow Builder

Both Chatbot and HubSpot include a chatbot flow builder, whereas My AskAI does not. This feature allows businesses to create and customize conversation flows, enhancing the user experience.

Integrations (Content/Knowledge)

Chatbot integrates with websites, Zendesk, and knowledge bases. HubSpot's specific integrations are not provided. My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce, offering extensive compatibility.

Integrations (End Users)

Chatbot supports integrations with chat widgets, live chat, help desks, Facebook Messenger, WordPress, Shopify, Slack, Zapier, Freshdesk, and Zendesk. HubSpot integrates with Facebook, WhatsApp, and Messenger. My AskAI offers integrations with websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and Twitter, providing a comprehensive range of options.

Compliance

All three platforms are GDPR compliant. HubSpot is also SOC-2 compliant, whereas Chatbot and My AskAI are not. This may be an important consideration for businesses with stringent data security requirements.

Support

Chatbot offers varying levels of support depending on the tier, with the Enterprise plan including premium support options. HubSpot provides email, in-app chat, and phone support. My AskAI offers web and email support in Essentials, priority support in Pro, and a success manager with Slack support in the Enterprise plan.

AI Models Available

Chatbot utilizes AI Assist across all tiers. HubSpot does not specify the AI models used. My AskAI offers GPT-4o in Essentials and Pro, with the Enterprise tier providing access to GPT-4o, Claude, and Gemini, offering advanced AI capabilities.

API Access

All three platforms provide API access, enabling businesses to integrate their AI customer support features with other systems and customize their functionality.

Conclusion

In summary, while Chatbot and HubSpot offer robust AI customer support features, My AskAI stands out with its flexibility in content limits, extensive integrations, and advanced AI models. These features make My AskAI a versatile option for businesses looking to enhance their customer support capabilities.