AI customer support agent features & capabilities compared: Conversica vs. LiveChat

Introduction

In the competitive landscape of AI customer support platforms, Conversica, LiveChat, and My AskAI offer distinct features aimed at enhancing customer service and deflecting support tickets. This analysis focuses on their AI customer support capabilities, pricing, and integrations to provide a clear comparison.

AI Customer Support Features

All three platforms—Conversica, LiveChat, and My AskAI—offer robust AI customer support features. These features are designed to handle customer inquiries efficiently, reducing the need for human intervention and improving response times.

AI Features for Support Agents

Each platform also provides AI features specifically designed for support agents. These tools help agents manage their workflow more effectively, offering support in ticket resolution and customer communication.

Pricing

Conversica's pricing is based on a POA (Price on Application) model, making it less transparent compared to its competitors. LiveChat charges $52 per 1,000 tickets/chats, while My AskAI offers a tiered pricing structure starting at $99 for 1,000 conversations per month. My AskAI also includes additional usage tiers, with costs of $0.10 per conversation beyond the set limits.

Usage Tiers

Conversica operates on a consumption-based model, while LiveChat offers unlimited usage. My AskAI provides three tiers—Essentials, Pro, and Enterprise—each with different conversation limits and pricing, allowing for scalability based on business needs.

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 customer satisfaction.

Conversation Analytics/Insights

Conversica, LiveChat, and My AskAI all offer conversation analytics and insights, helping businesses understand customer interactions and improve their support strategies.

AI Email Assistant

Conversica and My AskAI provide an AI email assistant feature, which is absent in LiveChat. This tool can automate email responses, further reducing the workload on human agents.

Email Lead Capture

All three platforms offer email lead capture capabilities, aiding in the collection of customer information and potential leads through automated interactions.

Pricing Page Links

For detailed pricing information, Conversica’s pricing page is not provided, while LiveChat and My AskAI have accessible pricing pages at LiveChat pricing page and My AskAI pricing page, respectively.

Content Limits

Conversica’s content limits are based on consumption, while LiveChat has not provided specific details. My AskAI offers unlimited content limits across all tiers, with automatic updates to keep information current.

Number of Chatbots/Agents

Conversica’s offering is based on consumption. LiveChat varies from one agent in the Starter plan to unlimited agents in higher tiers. My AskAI provides one chatbot with two modes (public and private) in Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier.

Hosted Help Centre

LiveChat offers a hosted help center, a feature not available in Conversica or My AskAI. This can be beneficial for businesses looking to provide a centralized knowledge base for customers.

Chatbot Flow Builder

Both Conversica and LiveChat include a chatbot flow builder, allowing for customized conversation paths. My AskAI does not offer this feature, focusing instead on other advanced AI capabilities.

Integrations (Content/Knowledge)

Conversica integrates with company-specific data and customer service logs. LiveChat supports knowledge bases and product pages. My AskAI offers extensive integrations with websites, files, Google Drive, Notion, Confluence, and many more, providing a comprehensive content management solution.

Integrations (End Users)

Conversica and LiveChat have their respective marketplaces for integrations. My AskAI supports a wide range of end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, and various social media channels via Intercom/Zendesk.

Compliance

All three platforms are GDPR compliant. Conversica is also SOC-2 compliant, a certification not held by LiveChat or My AskAI.

Support

Support offerings vary, with LiveChat providing 24/7/365 support across all tiers. My AskAI offers web and email support in the Essentials tier, with enhanced support options in higher tiers, including a dedicated success manager in the Enterprise tier.

AI Models Available

My AskAI uses advanced AI models like GPT-4o across all tiers, with additional options like Claude and Gemini available in the Enterprise tier. Information on AI models for Conversica and LiveChat is not provided.

API Access

Both LiveChat and My AskAI offer API access, allowing for custom integrations and extended functionality. Information on API access for Conversica is not provided.

Conclusion

Conversica, LiveChat, and My AskAI each bring unique strengths to the AI customer support market. Conversica offers a consumption-based model with strong AI capabilities, LiveChat provides unlimited usage and a hosted help center, and My AskAI excels with extensive integrations, advanced AI models, and a flexible pricing structure.