AI customer support agent features & capabilities compared: Conversica vs. Tawk
Conversica and Tawk are both AI customer support platforms designed to enhance customer engagement and streamline support processes by deflecting support tickets. Conversica offers a comprehensive suite of features aimed at providing robust customer support solutions. Its pricing is provided on application (POA) and is based on consumption, offering flexibility to scale according to business needs. Key features include human handover, detailed analytics and insights, an AI email assistant, and email lead capture capabilities, making it a versatile tool for managing customer interactions efficiently.
On the other hand, Tawk provides a more straightforward pricing model, charging $20 per 1,000 tickets or chats, with distinct usage tiers ranging from Hobby (100 messages per month) to Enterprise (20,000 messages per month). Similar to Conversica, Tawk includes human handover and analytics/insights features, along with email lead capture. However, it does not offer an AI email assistant, which may be a consideration for businesses seeking comprehensive AI-driven email support. Tawk's tiered pricing model and lower cost per ticket/chat may appeal to smaller businesses or those with lower support volumes.
Full breakdown: All available features and pricing
| Feature | Conversica | 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 | POA | $20 | $99 |
| Usage Tiers | Based on consumption | 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 | Yes | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | [Conversica pricing page](Not provided) | Tawk pricing page | My AskAI pricing page |
| Content Limits | Based on consumption | Based on features | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Based on consumption | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | No | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Company-specific data FAQs Customer service logs Product documentation and support content User behavior and feedback |
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) | Conversica marketplace / app store | Tawk marketplace / app store | 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 | Yes | No | No |
| Support | Not provided | 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 | Not provided | 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 | Not provided | Yes | Yes |
Overview of AI Customer Support Platforms
This analysis focuses on the AI customer support features of Conversica, Tawk, and My AskAI, aimed at deflecting support tickets. Each platform offers unique capabilities, pricing structures, and integration options, which are detailed below.
AI Customer Support Features
Conversica, Tawk, and My AskAI all provide AI customer support features designed to assist in deflecting support tickets. However, Conversica and My AskAI extend their offerings to include AI features specifically for support agents, which Tawk does not.
Pricing and Usage Tiers
Conversica's AI pricing is based on a POA (Price On Application) model, while Tawk charges $20 per 1,000 tickets/chats. My AskAI is priced at $99 per 1,000 tickets/chats. Tawk offers three usage tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). Conversely, My AskAI provides Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (Unlimited conversations), with a $0.10 fee per conversation beyond limits.
Human Handover and Analytics
All three platforms support human handover, ensuring seamless transitions between AI and human agents. Each also provides conversation analytics and insights to help businesses understand and optimize their customer support interactions.
Additional AI Features
Conversica and My AskAI both offer AI email assistants, a feature not available in Tawk. All three platforms support email lead capture, aiding in customer acquisition and engagement.
Content Limits and Number of Chatbots
Conversica's content limits are based on consumption, whereas Tawk's limits depend on the chosen feature set. My AskAI offers unlimited webpages and documents across all tiers. Regarding the number of chatbots, My AskAI provides one chatbot with two modes (public and private) in Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier. Information on the number of chatbots for Conversica and Tawk is either based on consumption or not provided.
Hosted Help Centre and Chatbot Flow Builder
Tawk includes a hosted help center, unlike Conversica and My AskAI. Both Conversica and Tawk provide a chatbot flow builder, a feature absent in My AskAI.
Integrations
Conversica integrates with company-specific data, FAQs, customer service logs, and more. Tawk integrates with your website, documents, and a knowledge base. My AskAI offers extensive integration options, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, and many others. For end-user integrations, My AskAI supports numerous platforms such as Zendesk, Intercom, HubSpot, Slack, and more, while Conversica and Tawk have their respective marketplaces for integrations.
Compliance and Support
All three platforms are GDPR compliant. Conversica is SOC-2 compliant, while Tawk and My AskAI are not. Support options vary, with Tawk offering different levels of support based on the usage tier, and My AskAI providing web, email, and priority support depending on the selected plan. Conversica's support details are not provided.
AI Models and API Access
Tawk uses the Apollo AI Bot across all tiers, while My AskAI employs GPT-4o for Essentials and Pro tiers, with the Enterprise tier offering GPT-4o/Claude/Gemini. API access is available for both Tawk and My AskAI, but details for Conversica are not provided.
Conclusion
In summary, each platform has distinct features and pricing models tailored to different business needs. My AskAI stands out with its comprehensive integration options, unlimited content limits, and advanced AI models, making it a versatile choice for businesses looking to enhance their customer support capabilities.
Compare Conversica with other AI support agents
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