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

Introduction

In the realm of AI customer support platforms, Crisp, Chatfuel, and My AskAI each offer unique features aimed at deflecting support tickets. This analysis focuses on their AI customer support capabilities, comparing key aspects such as pricing, usage tiers, integrations, and additional features. Notably, My AskAI can be integrated within both Crisp and Chatfuel, providing added flexibility.

AI Customer Support Features

All three platforms—Crisp, Chatfuel, and My AskAI—offer AI customer support features. These capabilities are designed to automate interactions and provide timely responses to customer inquiries, reducing the workload on human agents.

AI Features for Support Agents

Crisp and My AskAI both offer AI features specifically for support agents, enhancing their efficiency and productivity. Chatfuel, on the other hand, does not provide this feature, potentially limiting its utility for support teams looking for comprehensive AI assistance.

AI Pricing

The pricing for AI services varies significantly. Crisp's AI pricing is provided on application (POA), making it less transparent. Chatfuel charges $20 per 1,000 tickets/chats, while My AskAI offers a higher rate at $99 per 1,000 tickets/chats. However, My AskAI's pricing reflects its advanced capabilities and integrations.

Usage Tiers

Crisp offers three tiers—Basic, Pro, and Unlimited—with no usage limits. Chatfuel's tiers are more segmented, with specific limits for Facebook, Instagram, and WhatsApp conversations. My AskAI provides three tiers—Essentials, Pro, and Enterprise—with varying conversation limits and a cost of $0.10 per conversation beyond these limits.

Human Handover

All three platforms support human handover, ensuring that complex queries can be escalated to human agents seamlessly. This feature is crucial for maintaining high customer satisfaction levels.

Conversation Analytics/Insights

Crisp and My AskAI both offer conversation analytics and insights, enabling businesses to monitor and improve their customer interactions. Chatfuel lacks this feature, which could be a drawback for companies looking for in-depth performance metrics.

AI Email Assistant

My AskAI stands out by offering an AI email assistant, a feature not available in Crisp or Chatfuel. This assistant can help manage and respond to email inquiries, further reducing the burden on human agents.

Email Lead Capture

All three platforms—Crisp, Chatfuel, and My AskAI—provide email lead capture capabilities, helping businesses gather and manage potential customer leads effectively.

Content Limits

Crisp does not specify content limits, while Chatfuel also does not provide this information. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing a clear advantage in content management.

Number of Chatbots/Agents

My AskAI specifies the number of chatbots/agents per tier, with Essentials and Pro allowing one chatbot in two modes (public and private), and Enterprise offering unlimited chatbots. Crisp and Chatfuel do not provide specific information on this aspect.

Hosted Help Centre

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

Chatbot Flow Builder

Both Crisp and Chatfuel offer a chatbot flow builder, enabling businesses to design and customize their chatbot interactions. My AskAI does not include this feature, focusing instead on its robust AI capabilities and integrations.

Integrations (Content/Knowledge)

Crisp integrates with various e-commerce and website platforms, including WordPress, WooCommerce, and Shopify. Chatfuel supports integrations with Google Sheets and ChatGPT. My AskAI offers extensive integrations with websites, various file types, and platforms like Google Drive, Notion, and Salesforce, providing a comprehensive content and knowledge management solution.

Integrations (End Users)

Crisp and Chatfuel offer a range of end-user integrations, including CRM and API capabilities. My AskAI supports a wide array of integrations, including Zendesk, Intercom, HubSpot, Slack, and more, ensuring seamless connectivity with existing business tools.

Compliance and Support

All three platforms are GDPR compliant, but none are SOC-2 compliant. Support options vary, with My AskAI offering tiered support levels, including priority and success manager support for higher tiers. Crisp and Chatfuel provide basic support options, with Chatfuel offering additional services for enterprise users.

AI Models Available

Crisp uses GPT-4 for its Unlimited tier, while Chatfuel leverages unspecified ChatGPT models. My AskAI offers advanced AI models, including GPT-4o, Claude, and Gemini, across its tiers, showcasing its commitment to cutting-edge AI technology.

API Access

All three platforms provide API access, allowing businesses to integrate their AI customer support features with other systems and customize their functionality.

Conclusion

Crisp, Chatfuel, and My AskAI each bring distinct strengths to the AI customer support market. My AskAI, with its advanced AI models, extensive integrations, and unique features like the AI email assistant, stands out as a versatile and powerful solution for businesses seeking to enhance their customer support capabilities.