AI customer support agent features & capabilities compared:Chatbotvs. Tawk
Chatbot and Tawk are AI customer support platforms designed to manage and deflect support tickets efficiently. Chatbot offers a tiered pricing structure starting at $85 per 1,000 tickets or chats, with plans ranging from the Starter tier at 1,000 valid chats per month to the Enterprise tier, which is customizable. Key features include human handover capabilities, detailed analytics and insights, and email lead capture, though it does not support an AI email assistant.
Conversely, Tawk positions itself as a more cost-effective solution, priced at $20 per 1,000 tickets or chats. Its usage tiers start with the Hobby plan at 100 messages per month and scale up to the Enterprise plan at 20,000 messages per month. Similar to Chatbot, Tawk provides human handover, analytics and insights, and email lead capture, but it also lacks an AI email assistant. The significant price difference and varying usage tiers highlight Tawk's appeal for smaller businesses or those with lower support volumes, while Chatbot may be more suitable for larger enterprises needing higher chat capacities and customizable options.
Full breakdown: All available features and pricing
| Feature | Chatbot | Tawk | + 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 | $20 | $99 |
| Usage Tiers | Starter - 1,000 valid chats/mo Team - 5,000 valid chats/mo Business - 25,000 valid chats/mo Enterprise - Custom | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo | 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 | Tawk pricing page | My AskAI pricing page |
| Content Limits | 5,000 knowledge articles | Based on features | 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 | 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 | Your website Shortcuts Documents Knowledge Base Plain text | 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://help.tawk.to/category/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 | 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 | Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits | 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 | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
AI Customer Support Platforms: Chatbot, Tawk, and My AskAI
This analysis focuses on the AI customer support features of Chatbot, Tawk, and My AskAI, specifically aimed at deflecting support tickets.
AI Customer Support Features
All three platforms offer AI customer support features. However, My AskAI stands out by also providing AI features specifically designed for support agents, which Tawk lacks.
Pricing
For AI services, Chatbot charges $85 per 1,000 tickets/chats, while Tawk offers a more affordable rate at $20. My AskAI is priced at $99 per 1,000 tickets/chats, reflecting its advanced features and integrations.
Usage Tiers
Chatbot offers four tiers: Starter (1,000 valid chats/mo), Team (5,000 valid chats/mo), Business (25,000 valid chats/mo), and Enterprise (Custom). Tawk provides three tiers: Hobby (100 messages/mo), Growth (1,000 messages/mo), and Enterprise (20,000 messages/mo). My AskAI has three tiers as well: Essentials (200 conversations/mo), Pro (1,000 conversations/mo), and Enterprise (Unlimited), with an additional cost of $0.10 per conversation beyond the limits.
Human Handover and Analytics
All three platforms support human handover and provide conversation analytics/insights, ensuring that complex queries can be escalated to human agents and analyzed for improvements.
AI Email Assistant
My AskAI is the only platform that offers an AI email assistant, a feature absent in both Chatbot and Tawk. This can significantly enhance automated email responses and lead management.
Email Lead Capture
All platforms include email lead capture capabilities, enabling businesses to gather potential customer information efficiently.
Content Limits
Chatbot allows up to 5,000 knowledge articles, while Tawk's limits are based on features. My AskAI offers unlimited content for all tiers, including webpages and documents, with automatic updates.
Number of Chatbots/Agents
Chatbot's tiers range from one chatbot for Starter to unlimited for Business and Enterprise. Tawk does not specify the number of chatbots/agents. My AskAI offers one agent with two modes (public and private) for Essentials and Pro, and unlimited agents for Enterprise.
Hosted Help Centre and Chatbot Flow Builder
Both Chatbot and Tawk provide a hosted help center and chatbot flow builder. My AskAI does not offer these features but compensates with other advanced functionalities.
Integrations (Content/Knowledge)
Chatbot integrates with websites, Zendesk, and other knowledge bases. Tawk supports your website, shortcuts, documents, and plain text. My AskAI offers extensive integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Chatbot integrates with various platforms like Facebook Messenger, WordPress, Shopify, Slack, and more. Tawk's integrations are detailed on their help page. My AskAI offers a wide range of integrations, including Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ, Tawk, Freshchat, and several social media channels through Intercom/Zendesk.
Compliance and Support
All three platforms are GDPR compliant. None are SOC-2 compliant. For support, Chatbot offers help center and email support across all tiers, with premium support for Enterprise. Tawk provides AI Assist and live chat support, with priority support for higher tiers. My AskAI offers web and email support for Essentials, priority support for Pro, and dedicated success management for Enterprise.
AI Models Available
Chatbot uses AI Assist across all tiers. Tawk employs the Apollo AI Bot. My AskAI leverages GPT-4o for Essentials and Pro, with additional options like Claude and Gemini for Enterprise.
API Access
All platforms provide API access, allowing for custom integrations and extended functionalities.
Conclusion
In summary, while each platform offers robust AI customer support features, My AskAI distinguishes itself with advanced AI capabilities for support agents, a comprehensive range of integrations, unlimited content limits, and an AI email assistant. These features position My AskAI as a versatile and powerful solution in the AI customer support market.
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