AI customer support agent features & capabilities compared: Conversica vs. Zendesk AI
Conversica and Zendesk AI are prominent AI customer support platforms designed to enhance customer service by deflecting support tickets and providing efficient resolutions. Conversica offers a consumption-based pricing model, with the price per 1,000 tickets or chats determined upon request (POA). Key features include seamless human handover, comprehensive analytics and insights, an AI email assistant, and email lead capture capabilities, making it a robust solution for businesses looking to optimize their customer support operations through AI-driven interactions.
Zendesk AI, on the other hand, provides a clear pricing structure at $495 per 1,000 tickets or chats, with usage tiers based on feature sets. Similar to Conversica, Zendesk AI supports human handover, detailed analytics and insights, an AI email assistant, and email lead capture. This structured approach allows businesses to choose the level of functionality that best suits their needs while benefiting from Zendesk's established reputation in customer service solutions. Both platforms aim to streamline customer support processes, but their pricing models and tier structures offer different approaches to accommodating business requirements.
Full breakdown: All available features and pricing
| Feature | Conversica | 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 | POA | $495 | $99 |
| Usage Tiers | Based on consumption | 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 | Yes | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | [Conversica pricing page](Not provided) | Zendesk AI pricing page | My AskAI pricing page |
| Content Limits | Based on consumption | TBC | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Based on consumption | 1 | 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 |
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) | Conversica marketplace / app store | Zendesk AI 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 | Yes | No |
| Support | Not provided | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Not provided | Yes | Yes |
AI Customer Support Platforms: Conversica vs. Zendesk AI vs. My AskAI
Overview
This analysis focuses on the AI customer support features of Conversica, Zendesk AI, and My AskAI, aimed at deflecting support tickets. Each platform offers a suite of features designed to enhance customer support through AI-driven solutions.
AI Customer Support Features
All three platforms—Conversica, Zendesk AI, and My AskAI—offer AI customer support features. These features are designed to automate responses and reduce the workload on human support agents.
AI Features for Support Agents
Conversica, Zendesk AI, and My AskAI all provide AI features that assist support agents. This includes tools that help agents manage and respond to customer inquiries more efficiently.
Pricing
Pricing varies significantly among the three platforms. Conversica's pricing is available upon request (POA), whereas Zendesk AI charges $495 per 1,000 tickets/chats. My AskAI offers a more competitive rate at $99 per 1,000 tickets/chats, making it a cost-effective option.
Usage Tiers
Conversica's usage is based on consumption, while Zendesk AI offers feature-based tiers. My AskAI provides clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (Unlimited), with a cost of $0.10 per conversation beyond the limits.
Human Handover
All three platforms support human handover, allowing seamless transitions from AI to human agents when necessary. This ensures that complex issues can be handled by a person when required.
Conversation Analytics/Insights
Conversica, Zendesk AI, and My AskAI all offer conversation analytics and insights. These analytics help businesses understand customer interactions and improve their support strategies.
AI Email Assistant & Email Lead Capture
Each platform includes an AI email assistant and email lead capture capabilities. These features help automate email responses and capture potential leads from email interactions.
Pricing Page
For detailed pricing information, you can visit the respective pricing pages:
- [Conversica pricing page](Not provided)
- Zendesk AI pricing page
- My AskAI pricing page
Content Limits
Conversica and Zendesk AI have content limits based on consumption or are to be confirmed. My AskAI offers unlimited webpages and documents across all tiers, and content is updated automatically.
Number of Chatbots/Agents
Conversica's and Zendesk AI's number of chatbots/agents are based on consumption and are limited to one, respectively. My AskAI provides one chatbot with two modes (public and private) in the Essentials and Pro tiers and unlimited chatbots in the Enterprise tier.
Hosted Help Centre
Zendesk AI offers a hosted help center, whereas Conversica and My AskAI do not provide this feature.
Chatbot Flow Builder
Conversica and Zendesk AI include a chatbot flow builder. My AskAI does not offer this feature, focusing instead on seamless integrations and AI-driven responses.
Integrations (Content/Knowledge)
Conversica integrates with company-specific data, FAQs, customer service logs, product documentation, and user behavior feedback. Zendesk AI integrates primarily with its Help Center. 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)
Conversica and Zendesk AI offer integrations via their respective marketplaces. My AskAI provides a wide range of integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, and various chat platforms like WhatsApp, Instagram, Messenger, and X/Twitter through Intercom/Zendesk.
Compliance
All three platforms are GDPR compliant. Conversica and Zendesk AI are SOC-2 compliant, whereas My AskAI is not.
Support
Support details for Conversica and Zendesk AI are not provided. My AskAI offers tiered support: Essentials includes web and email support, Pro adds priority web, email, and video support, and Enterprise includes Slack and a dedicated success manager.
AI Models Available
Conversica has not specified the AI models they use. Zendesk AI and My AskAI both use GPT-4o, with My AskAI also offering Claude and Gemini models in the Enterprise tier.
API Access
Zendesk AI and My AskAI provide API access, whereas Conversica has not specified this feature.
Conclusion
Each platform—Conversica, Zendesk AI, and My AskAI—offers robust AI customer support features. My AskAI stands out with its competitive pricing, extensive integrations, and flexible usage tiers, making it a compelling choice for businesses seeking cost-effective and comprehensive AI customer support solutions.
Compare Conversica with other AI support agents
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“You're beating Zendesk's AI Agent 76% to 23% on AI deflection. Huge.”
Traveljoy
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Customer.io ($50M+ ARR)
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
