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

Overview of AI Customer Support Platforms

This analysis focuses on the AI customer support features of Crisp, Help Scout, and My AskAI, particularly in their ability to deflect support tickets. Each platform offers unique capabilities and pricing structures, making them suitable for different business needs.

AI Customer Support Features

Crisp offers comprehensive AI customer support features, including AI-powered chatbots and support agents. In contrast, Help Scout does not provide AI customer support features but focuses on traditional customer support methods. My AskAI can be integrated within both Crisp and Help Scout, offering advanced AI capabilities that enhance their existing platforms.

AI Features for Support Agents

Both Crisp and My AskAI provide AI features specifically designed for support agents, such as AI-assisted responses and automation tools. Help Scout, however, lacks these AI features, relying solely on human agents for support.

Pricing

For AI customer support, Crisp offers pricing on application (POA), which can vary based on the specific needs of the business. Help Scout charges $765 per 1,000 tickets/chats for its AI services. My AskAI offers a more cost-effective solution at $99 per 1,000 conversations, making it an attractive option for businesses looking to manage costs.

Usage Tiers

Crisp provides three tiers—Basic, Pro, and Unlimited—all with no usage limits. Help Scout also offers three tiers—Standard, Plus, and Pro—without usage limits. My AskAI has more defined usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional charge of $0.10 per conversation beyond the limits.

Human Handover

Both Crisp and My AskAI support seamless human handover, ensuring that complex queries can be escalated to human agents when necessary. Help Scout does not offer this feature due to its lack of AI integration.

Conversation Analytics/Insights

Crisp and My AskAI provide detailed conversation analytics and insights, helping businesses understand customer interactions and improve their support strategies. Help Scout does not offer these AI-driven insights.

AI Email Assistant

My AskAI stands out by offering an AI email assistant, a feature not available in either Crisp or Help Scout. This assistant can help automate and streamline email responses, saving time for support agents.

Email Lead Capture

All three platforms—Crisp, Help Scout, and My AskAI—offer email lead capture capabilities, ensuring businesses can collect and manage leads effectively.

Content Limits

Crisp and Help Scout do not specify content limits for their plans. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing flexibility and ease of use.

Number of Chatbots/Agents

While Crisp and Help Scout do not specify the number of chatbots or agents, My AskAI provides clear limits: Essentials (1 chatbot), Pro (1 chatbot), and Enterprise (unlimited chatbots), each with public and private modes.

Hosted Help Centre

Both Crisp and Help Scout offer hosted help centers, providing customers with self-service options. My AskAI does not include this feature.

Chatbot Flow Builder

Crisp includes a chatbot flow builder, allowing businesses to create custom chatbot workflows. Help Scout and My AskAI do not offer this feature.

Integrations (Content/Knowledge)

Crisp integrates with various platforms such as WordPress, WooCommerce, and Shopify. Help Scout does not specify its content/knowledge integrations. My AskAI supports a wide range of integrations, including websites, files, Google Drive, Notion, Confluence, and more, making it highly versatile.

Integrations (End Users)

Crisp offers a marketplace/app store for integrations, while Help Scout integrates with platforms like Shopify and Wix. My AskAI supports numerous end-user integrations, including Zendesk, Intercom, HubSpot, Slack, and many more, providing extensive connectivity options.

Compliance and Support

All three platforms are GDPR compliant. Help Scout is SOC-2 compliant, whereas Crisp and My AskAI are not. Support varies, with Crisp and Help Scout offering consistent support across plans, and My AskAI providing tiered support options, including priority support and a success manager for Enterprise users.

AI Models Available

Crisp and Help Scout utilize OpenAI's API for their AI models. My AskAI offers multiple AI models, including GPT-4o, Claude, and Gemini, providing flexibility and advanced capabilities.

API Access

All three platforms—Crisp, Help Scout, and My AskAI—offer API access, enabling businesses to integrate their services with other tools and systems.

Conclusion

In summary, Crisp and My AskAI offer robust AI customer support features, while Help Scout lacks AI capabilities. My AskAI provides a cost-effective and flexible solution with extensive integrations and advanced AI models, making it a strong contender for businesses looking to enhance their customer support with AI.