Chatbot and Zendesk AI are two prominent AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Chatbot offers a tiered pricing model starting at $85 per 1,000 tickets/chats, with plans ranging from the Starter tier for 1,000 valid chats per month to the Enterprise tier, which is customizable. Key features of Chatbot include human handover capabilities, comprehensive analytics and insights, and email lead capture, although it does not offer an AI email assistant.
On the other hand, Zendesk AI is priced at $495 per 1,000 tickets/chats and structures its usage tiers based on features rather than chat volume. Similar to Chatbot, Zendesk AI includes human handover and detailed analytics/insights. However, it differentiates itself by offering an AI email assistant in addition to email lead capture. This makes Zendesk AI potentially more suitable for businesses looking for integrated email assistance alongside their AI-driven customer support.
| Feature | Chatbot | Zendesk AI | + 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 | $495 | $99 |
| Usage Tiers | Starter - 1,000 valid chats/mo Team - 5,000 valid chats/mo Business - 25,000 valid chats/mo Enterprise - Custom | 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 | No | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Chatbot pricing page | Zendesk AI pricing page | My AskAI pricing page |
| Content Limits | 5,000 knowledge articles | TBC | 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 | 1 | 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| Integrations (Content/Knowledge) | Websites Zendesk Knowledge bases Add your internal documentation or unpublished URL content as editable text articles in the Articles section | Help Center | Websites Files (PDF, Docx, txt, CSV, pptx, mp3, mp4 (audio), xlsx) Google Drive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) | Chat Widget Live Chat Help Desk Facebook Messenger WordPress Shopify Slack Zapier Freshdesk Zendesk | https://www.zendesk.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 | 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 | Not provided | 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 | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
This analysis focuses on the AI customer support features of three major platforms:Chatbot,Zendesk AI, andMy AskAI. These platforms aim to deflect support tickets and enhance customer service through automation and AI-driven solutions.
All three platforms—Chatbot, Zendesk AI, and My AskAI—offer robust AI customer support features, including AI capabilities for support agents. This ensures that both customers and support teams benefit from AI-driven efficiencies.
Chatbot offers AI services at $85 per 1,000 tickets/chats, making it the most cost-effective option. Zendesk AI is priced significantly higher at $495 per 1,000 tickets/chats. My AskAI, while more expensive than Chatbot at $99 per 1,000 tickets/chats, offers a competitive middle ground.
Chatbot provides four tiers ranging from Starter (1,000 valid chats per month) to Enterprise (custom). Zendesk AI's tiers are feature-based, while My AskAI offers Essentials (200 conversations per month), Pro (1,000 conversations per month), and Enterprise (unlimited), with an additional charge of $0.10 per conversation beyond limits.
All three platforms support human handover, allowing for seamless transition from AI to human agents when necessary. This feature ensures that complex queries are handled appropriately.
Each platform provides conversation analytics and insights, helping businesses understand customer interactions and improve their support strategies.
Zendesk AI and My AskAI offer AI email assistants, a feature not available in Chatbot. This capability can streamline email-based customer support, enhancing efficiency.
All three platforms support email lead capture, ensuring that potential customer information is gathered effectively for follow-up.
Chatbot has a limit of 5,000 knowledge articles. Zendesk AI's content limits are to be confirmed. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing significant flexibility.
Chatbot's tiers vary from 1 chatbot in the Starter plan to unlimited in the Business and Enterprise plans. Zendesk AI supports only one chatbot/agent. My AskAI offers one chatbot in the Essentials and Pro plans, with unlimited chatbots in the Enterprise plan.
Both Chatbot and Zendesk AI offer hosted help centers, whereas My AskAI does not provide this feature. This may be a consideration for businesses seeking an integrated help center solution.
Chatbot and Zendesk AI include a chatbot flow builder, allowing for customized conversation paths. My AskAI does not offer this feature, focusing instead on its robust AI models.
Chatbot integrates with websites, Zendesk, and various knowledge bases. Zendesk AI integrates primarily with its Help Center. My AskAI boasts extensive integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Chatbot supports a wide range of integrations such as Facebook Messenger, WordPress, Shopify, and Slack. Zendesk AI integrations can be found on their marketplace. My AskAI offers a broad spectrum of integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, and more.
All three platforms are GDPR compliant. Zendesk AI is also SOC-2 compliant, a certification not held by Chatbot or My AskAI.
Chatbot offers varying levels of support based on the tier, with Enterprise receiving the most comprehensive support. Zendesk AI's support details are not provided. My AskAI offers web and email support for Essentials, priority support for Pro, and extensive support including a success manager for Enterprise.
Chatbot uses AI Assist across all tiers. Zendesk AI utilizes GPT-4o. My AskAI supports GPT-4o in Essentials and Pro, with Enterprise also offering Claude and Gemini, providing a range of AI models to suit different needs.
All three platforms provide API access, allowing for further customization and integration with other systems.
In summary, while Chatbot offers a cost-effective solution, My AskAI provides extensive integrations, unlimited content, and flexible AI models, making it a strong contender in the AI customer support market. Zendesk AI, though higher in cost, offers robust features and compliance certifications.
