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

Introduction

In the competitive landscape of AI customer support platforms, Crisp, Tawk, and My AskAI offer various features aimed at deflecting support tickets and enhancing customer service efficiency. This analysis focuses on their AI customer support features, highlighting capabilities, pricing, and integration options.

AI Customer Support Features

All three platforms—Crisp, Tawk, and My AskAI—offer AI customer support features designed to streamline interactions and provide quick resolutions to customer queries. These features are essential for reducing the workload on human support agents and improving customer satisfaction.

AI Features for Support Agents

Crisp and My AskAI provide AI features specifically designed to assist support agents, such as automated responses and ticket categorization. Tawk, on the other hand, does not offer this capability, making it less comprehensive in this aspect.

Pricing

The cost of AI services varies significantly among the platforms. Tawk is the most economical, charging $20 per 1,000 tickets/chats. My AskAI comes in at $99 for the same volume, but it offers more advanced features and integrations. Crisp’s pricing is available upon request (POA), making it less transparent.

Usage Tiers

Crisp offers unlimited usage across all its plans, providing flexibility for businesses of all sizes. Tawk has tiered usage limits, from 100 messages per month in the Hobby plan to 20,000 in the Enterprise plan. My AskAI also has tiered plans but includes a pay-as-you-go option at $0.10 per conversation beyond the limits, offering scalability.

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 and resolving issues that AI cannot handle.

Conversation Analytics/Insights

Crisp, Tawk, and My AskAI all provide conversation analytics and insights. These tools help businesses understand customer interactions and improve their support strategies.

AI Email Assistant

Only My AskAI offers an AI email assistant, enabling automated email responses and support ticket management. This feature is not available in Crisp or Tawk, giving My AskAI an edge in email-based customer support.

Email Lead Capture

All three platforms offer email lead capture capabilities, helping businesses collect customer information and follow up on potential leads. This feature is essential for growing the customer base and improving marketing efforts.

Content Limits

Crisp does not specify content limits in its plans, while Tawk’s limits are based on the selected features. My AskAI offers unlimited webpages and documents across all plans, with automatic updates, providing a robust solution for content management.

Number of Chatbots/Agents

My AskAI specifies the number of chatbots/agents available per plan, with the Enterprise plan offering unlimited bots. Crisp and Tawk do not provide this information, making it difficult to compare their scalability.

Hosted Help Centre

Crisp and Tawk both offer hosted help centers, allowing businesses to create and maintain a knowledge base for customer self-service. My AskAI does not provide this feature, focusing instead on direct AI interactions.

Chatbot Flow Builder

Both Crisp and Tawk include a chatbot flow builder, enabling businesses to design custom interaction flows. My AskAI does not offer this feature, which may limit customization options for some users.

Integrations (Content/Knowledge)

Crisp and Tawk support various integrations with content and knowledge management systems. My AskAI stands out with its extensive range of integrations, including Google Drive, Notion, Confluence, and Salesforce, among others. This broad compatibility enhances its usability across different platforms.

Integrations (End Users)

My AskAI offers a wide array of end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, and Slack. Crisp and Tawk also support multiple integrations, but My AskAI’s extensive list provides more flexibility for businesses.

Compliance and Support

All three platforms are GDPR compliant, ensuring data privacy and security. None of them are SOC-2 compliant. Support varies, with My AskAI offering priority support and a dedicated success manager in its Enterprise plan, while Crisp and Tawk offer different levels of support based on their pricing tiers.

AI Models Available

Crisp’s AI model details are not specified, while Tawk uses the Apollo AI Bot across all plans. My AskAI offers advanced models like GPT-4o, Claude, and Gemini, providing superior AI capabilities.

API Access

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

Conclusion

Crisp, Tawk, and My AskAI each offer unique features and capabilities for AI customer support. My AskAI stands out with its advanced AI models, extensive integrations, and comprehensive support options, making it a robust choice for businesses looking to enhance their customer support operations.