AI customer support agent features & capabilities compared: Chatfuel vs. Tawk

AI Customer Support Platforms Overview

This analysis compares the AI customer support features of Chatfuel, Tawk, and My AskAI. Each platform offers distinct capabilities aimed at deflecting support tickets, with My AskAI providing integration options within both Chatfuel and Tawk.

AI Customer Support Features

Chatfuel and Tawk both offer AI customer support features. However, My AskAI stands out by also providing AI features specifically designed for support agents, enhancing their efficiency.

Pricing Per 1,000 Tickets/Chats

Both Chatfuel and Tawk offer AI services at $20 per 1,000 tickets/chats. My AskAI, on the other hand, charges $99 for the same volume, reflecting its advanced capabilities and additional features.

Usage Tiers

Chatfuel and Tawk have various usage tiers tailored to different business needs. Chatfuel tiers are categorized by platform (Facebook, Instagram, WhatsApp), while Tawk offers Hobby, Growth, and Enterprise plans. My AskAI provides three tiers: Essentials, Pro, and Enterprise, with the flexibility of $0.10 per conversation beyond the limits.

Human Handover

All three platforms support human handover, ensuring that complex queries can be seamlessly transferred to human agents when necessary.

Conversation Analytics/Insights

Tawk and My AskAI both offer conversation analytics and insights, a feature not available in Chatfuel. This capability helps businesses analyze interactions and improve customer support strategies.

AI Email Assistant

My AskAI is unique in offering an AI email assistant, a feature absent in both Chatfuel and Tawk. This allows for automated email responses, further reducing the workload on support teams.

Email Lead Capture

All three platforms support email lead capture, helping businesses gather potential customer information efficiently.

Content Limits

While Chatfuel and Tawk do not specify content limits, My AskAI offers unlimited content limits across all its tiers, ensuring no restrictions on the amount of information processed.

Number of Chatbots/Agents

The number of chatbots/agents is not specified for Chatfuel and Tawk. My AskAI provides clear limits: Essentials and Pro tiers support one chatbot with two modes (public and private), while the Enterprise tier offers unlimited chatbots.

Hosted Help Centre

Tawk includes a hosted help center, a feature not provided by Chatfuel or My AskAI. This can be beneficial for businesses looking to offer a centralized knowledge base.

Chatbot Flow Builder

Both Chatfuel and Tawk feature a chatbot flow builder, allowing for customized conversation flows. My AskAI does not include this feature but focuses on robust AI integrations.

Integrations (Content/Knowledge)

Chatfuel supports integrations with Google Sheets, ChatGPT, Stripe, Zapier, and JSON API. Tawk integrates with websites, documents, and knowledge bases. 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)

Chatfuel integrates with Google Sheets, Hubspot, Shopify, Zapier, CRM, and custom integrations. Tawk's integrations are listed on their help page. My AskAI supports a wide range of integrations, including Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ, Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.

Compliance and Support

All three platforms are GDPR compliant. However, none are SOC-2 compliant. Support varies, with My AskAI offering web, email, and video support, and priority support for higher tiers, including a success manager for Enterprise users.

AI Models Available

Chatfuel uses ChatGPT (specific model not mentioned), Tawk employs the Apollo AI Bot, and My AskAI utilizes GPT-4o for Essentials and Pro tiers, with the Enterprise tier offering GPT-4o, Claude, and Gemini models.

API Access

All three platforms provide API access, allowing for customized integrations and extended functionalities.

In summary, while Chatfuel and Tawk offer robust AI customer support features, My AskAI distinguishes itself with advanced capabilities for support agents, extensive integrations, and unique features like the AI email assistant.