AI customer support agent features & capabilities compared: Chatbot vs. LiveChat
Chatbot and LiveChat are two prominent AI customer support platforms designed to handle and deflect support tickets efficiently. Chatbot offers a tiered pricing model, starting at $85 per 1,000 tickets or chats, with various usage tiers ranging from Starter (1,000 valid chats per month) to Enterprise (custom solutions). Key features include human handover, analytics and insights, and email lead capture, though it does not provide an AI email assistant. This structured approach allows businesses to scale their customer support solutions as their needs grow.
In contrast, LiveChat provides a more straightforward pricing model at $52 per 1,000 tickets or chats, with no usage limits. Similar to Chatbot, LiveChat includes features like human handover, analytics and insights, and email lead capture, but also lacks an AI email assistant. The absence of usage tiers might appeal to businesses looking for a simpler and potentially more cost-effective solution without having to navigate through different plans. Both platforms are equipped to streamline customer support operations, with the primary differentiator being their pricing structures and scalability options.
Full breakdown: All available features and pricing
| Feature | Chatbot | LiveChat | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $85 | $52 | $99 |
| Usage Tiers | Starter - 1,000 valid chats/mo Team - 5,000 valid chats/mo Business - 25,000 valid chats/mo Enterprise - Custom |
No usage limit | 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 | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Chatbot pricing page | LiveChat 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 |
Starter - 1 agent Team - unlimited agents Business - unlimited agents Enterprise - based on contract |
Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Yes | 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 |
Knowledge base Product pages Terms of service FAQs |
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.livechat.com/marketplace/apps | 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 | No | 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 |
Starter - Help Center, 24/7/365 Support Team - Help Center, 24/7/365 Support Business - Help Center, 24/7/365 Support Enterprise - Help Center, 24/7/365 Support |
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 |
Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
AI Customer Support Platforms: Chatbot vs. LiveChat vs. My AskAI
In the realm of AI customer support, three notable platforms are Chatbot, LiveChat, and My AskAI. Each offers a distinct set of features aimed at deflecting support tickets and enhancing customer service through automation and AI.
AI Customer Support Features
All three platforms—Chatbot, LiveChat, and My AskAI—provide robust AI customer support features. These features are designed to automate responses to common queries, thereby reducing the workload on human support agents.
AI Features for Support Agents
Similarly, each of these platforms offers AI tools specifically for support agents. These tools assist agents by suggesting responses, automating repetitive tasks, and providing insights that help in resolving customer issues more efficiently.
Pricing
When comparing pricing, Chatbot charges $85 per 1,000 tickets/chats, LiveChat is more economical at $52, while My AskAI is priced at $99. This makes LiveChat the most cost-effective option in terms of AI ticket handling.
Usage Tiers
Chatbot offers tiered plans based on the number of valid chats per month, starting from 1,000 and going up to custom enterprise solutions. LiveChat, on the other hand, does not impose any usage limits, offering a more flexible approach. My AskAI also provides tiered plans, but with a clear cap on the number of conversations per month, alongside a per-conversation fee for overages.
Human Handover
Human handover capabilities are available across all three platforms, ensuring that complex queries can be seamlessly transferred to human agents when necessary.
Conversation Analytics/Insights
All platforms offer conversation analytics and insights, helping businesses to understand customer interactions better and continuously improve their support services.
AI Email Assistant
A unique feature of My AskAI is its AI Email Assistant, which is not available in Chatbot or LiveChat. This feature can help in automating email responses, further reducing the workload on human agents.
Email Lead Capture
Email lead capture is supported by all three platforms, enabling businesses to gather potential customer information through automated interactions.
Content Limits
Chatbot has a limit of 5,000 knowledge articles, while LiveChat does not provide specific content limits. My AskAI offers unlimited webpages and documents across all its plans, with automatic updates, making it a comprehensive solution for content management.
Number of Chatbots/Agents
Chatbot and LiveChat offer different tiers for the number of chatbots or agents. Chatbot starts with 1 chatbot and scales up to unlimited chatbots in higher tiers. LiveChat starts with 1 agent and also scales to unlimited agents. My AskAI offers 1 chatbot in its Essentials and Pro plans, with unlimited chatbots available in the Enterprise plan.
Hosted Help Centre and Chatbot Flow Builder
Both Chatbot and LiveChat offer a hosted help center and chatbot flow builder, while My AskAI does not. This might be a consideration for businesses looking for an all-in-one solution.
Integrations (Content/Knowledge)
Chatbot integrates with websites, Zendesk, and various knowledge bases. LiveChat offers integrations with a broad range of apps available through its marketplace. My AskAI provides extensive integrations, including popular platforms like Google Drive, Notion, Confluence, SharePoint, and many others, making it highly versatile.
Integrations (End Users)
For end-user integrations, Chatbot supports a variety of platforms such as Facebook Messenger, WordPress, and Slack. LiveChat also offers numerous integrations through its marketplace. My AskAI integrates with several platforms, including Zendesk, Intercom, HubSpot, and various messaging apps like WhatsApp and Instagram via Intercom/Zendesk.
Compliance and Support
All three platforms are GDPR compliant, but none are SOC-2 compliant. In terms of support, Chatbot offers different levels of support based on the plan, including premium support for enterprise users. LiveChat provides 24/7/365 support across all tiers. My AskAI offers web and email support in its Essentials plan, with additional support options like Slack and a success manager in higher tiers.
AI Models Available
Chatbot uses AI Assist across all its plans. LiveChat does not specify the AI models it uses. My AskAI stands out by offering multiple AI models, including GPT-4o, Claude, and Gemini, providing users with more flexibility and advanced AI capabilities.
API Access
All three platforms offer API access, enabling businesses to integrate their AI customer support features with other systems and customize their workflows.
In summary, while Chatbot and LiveChat offer comprehensive AI customer support features, My AskAI provides unique advantages such as an AI Email Assistant, extensive content integrations, and multiple AI models, making it a robust choice for businesses looking for advanced AI capabilities.
Compare Chatbot with other AI 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
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“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
