AI customer support agent features & capabilities compared: Drift vs. Ada
Drift and Ada are AI customer support platforms designed to help businesses manage and deflect support tickets. Drift offers features such as human handover and email lead capture, allowing for seamless transitions between AI and human agents and effective lead generation. However, Drift does not provide analytics or insights, nor does it include an AI email assistant, which may limit its capacity to offer a comprehensive overview of customer interactions and automated email responses. Pricing for Drift's services is provided on application (POA), with no specific usage tiers disclosed.
Ada, on the other hand, offers a more extensive suite of features for AI customer support. It includes human handover, analytics/insights, an AI email assistant, and email lead capture, providing a more holistic approach to customer support and engagement. This enables businesses to gain valuable insights into customer interactions and automate email responses efficiently. Ada's pricing is transparent, set at $1,000 per 1,000 tickets/chats, though it also does not specify usage tiers. Overall, Ada's additional features and clear pricing structure position it as a robust option for businesses seeking comprehensive AI-driven customer support solutions.
You can integrate My AskAI directly within Drift, so that you can have powerful AI customer support within the support tool your team is already using.
You can get setup in under 30 mins, and start deflecting over 70% of your support tickets overnight.
Try our 30 free trial (with no credit card) to put us to the test.
Full breakdown: All available features and pricing
| Feature | Drift | Ada | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | Not provided | Yes |
| AI Price Per 1,000 tickets/chats | POA | $1,000 | $99 |
| Usage Tiers | Not provided | Not provided | 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 | No | Yes | Yes |
| AI Email Assistant | No | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Drift pricing page | Ada pricing page | My AskAI pricing page |
| Content Limits | Not provided | 50,000 articles | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | No | Not provided | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | FAQs Customer Interactions Product and Service Information Feedback Loops |
Websites (public) Zendesk Salesforce API |
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) | Drift marketplace / app store | Ada 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 | TBC | Yes |
| SOC-2 Compliant | Yes | TBC | No |
| Support | Premium - 12/5 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Advanced - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Enterprise - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources |
TBC | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Fine-tuned OpenAI |
TBC | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Drift vs. Ada vs. My AskAI
AI Customer Support Features
Drift, Ada, and My AskAI all offer AI customer support features aimed at reducing the volume of support tickets. These features are designed to automate responses, deflect common queries, and improve customer satisfaction through quick and accurate interactions.
AI Features for Support Agents
Drift does not provide AI features specifically for support agents. Ada's provision for this is not specified. In contrast, My AskAI offers AI features that assist support agents, enhancing their capabilities and efficiency.
Pricing
Drift's pricing is not openly disclosed and is available upon request. Ada charges $1,000 per 1,000 tickets or chats. My AskAI offers a significantly lower price at $99 per 1,000 tickets or chats, making it a more cost-effective option.
Usage Tiers
Drift and Ada do not provide detailed information on usage tiers. My AskAI offers three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Additional conversations are charged at $0.10 each beyond these limits.
Human Handover
All three platforms, Drift, Ada, and My AskAI, support human handover. This feature allows complex queries to be escalated to human agents, ensuring customer satisfaction.
Conversation Analytics/Insights
Drift does not offer conversation analytics or insights. Ada and My AskAI both provide this feature, enabling businesses to gain valuable insights into customer interactions and improve their support strategies.
AI Email Assistant
Drift lacks an AI email assistant, whereas both Ada and My AskAI offer this feature, helping to automate and streamline email support.
Email Lead Capture
All three platforms—Drift, Ada, and My AskAI—provide email lead capture capabilities, aiding in the collection of potential customer information for follow-up.
Pricing Pages
For detailed pricing, you can visit the respective pricing pages: Drift, Ada, and My AskAI.
Content Limits
Drift does not provide information on content limits. Ada supports up to 50,000 articles. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates.
Number of Chatbots/Agents
Drift and Ada do not specify the number of chatbots or agents. My AskAI provides one chatbot with two modes (public and private) for Essentials and Pro tiers, and unlimited chatbots for the Enterprise tier.
Hosted Help Centre
Drift and My AskAI do not offer a hosted help center. Ada's provision for this feature is not specified.
Chatbot Flow Builder
Drift and Ada include a chatbot flow builder to design conversation paths. My AskAI does not offer this feature.
Integrations (Content/Knowledge)
Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. Ada integrates with public websites, Zendesk, Salesforce, and API. My AskAI supports a wide range of integrations including websites, multiple file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Drift and Ada provide various integrations through their respective marketplaces. My AskAI offers extensive end-user integrations including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
GDPR Compliance
Both Drift and My AskAI are GDPR compliant. Ada's compliance status is to be confirmed.
SOC-2 Compliance
Drift is SOC-2 compliant. Ada's compliance status is to be confirmed. My AskAI does not have SOC-2 compliance.
Support
Drift offers tiered support with varying levels of customer service and resources. Ada's support details are not provided. My AskAI offers three levels of support: Essentials (web and email), Pro (priority web, email, video), and Enterprise (Slack, success manager).
AI Models Available
Drift uses fine-tuned OpenAI models. Ada's AI models are not specified. My AskAI uses GPT-4o across all tiers, with the Enterprise tier also offering Claude and Gemini models.
API Access
All three platforms—Drift, Ada, and My AskAI—provide API access, allowing for custom integrations and extended functionality.
Compare Drift with other AI support agents
Join 1,000+ companies reducing their support costs and freeing up support agents for more important work
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io ($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io ($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
