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

Drift vs. Crisp vs. My AskAI: AI Customer Support Features

AI Customer Support Features

All three platforms, Drift, Crisp, and My AskAI, offer AI customer support features designed to deflect support tickets. This core functionality is essential for reducing the load on human support agents and improving response times.

AI Features for Support Agents

Drift does not provide AI features specifically aimed at support agents, whereas both Crisp and My AskAI do. This makes Crisp and My AskAI more versatile for teams looking to enhance agent efficiency with AI tools.

Pricing

The pricing for AI features in Drift and Crisp is not openly provided and requires a point of agreement (POA). In contrast, My AskAI offers transparent pricing at $99 per 1,000 tickets/chats, making it easier for businesses to budget and plan their expenditures.

Usage Tiers

Drift does not specify usage tiers, while Crisp offers three tiers: Basic, Pro, and Unlimited, all with no usage limits. My AskAI provides a more granular structure with Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), along with a $0.10 per conversation fee beyond the limits.

Human Handover

All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.

Conversation Analytics/Insights

Crisp and My AskAI both offer conversation analytics and insights, which are crucial for understanding customer interactions and improving service. Drift lacks this feature.

AI Email Assistant

My AskAI stands out by offering an AI email assistant, a feature not available in either Drift or Crisp. This can be particularly beneficial for automating and streamlining email communications.

Email Lead Capture

All platforms provide email lead capture capabilities, helping businesses to collect and manage customer leads effectively.

Content Limits

Drift does not provide information on content limits. Crisp's content limits are not specified, whereas My AskAI offers unlimited webpages and documents across all tiers, with automatic updates.

Number of Chatbots/Agents

While Drift and Crisp do not specify the number of chatbots or agents, My AskAI offers clear limits: Essentials and Pro tiers include one chatbot (with two modes: public and private), and the Enterprise tier offers unlimited chatbots.

Hosted Help Centre

Crisp provides a hosted help center, a feature not available in Drift and My AskAI. This can be a valuable resource for customers seeking self-help options.

Chatbot Flow Builder

Both Drift and Crisp include a chatbot flow builder, enabling businesses to design custom chatbot interactions. My AskAI does not offer this feature.

Integrations (Content/Knowledge)

Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. Crisp supports various e-commerce and website platforms. My AskAI offers extensive integrations, including websites, various file types, and major platforms like Google Drive, Notion, SharePoint, and Salesforce.

Integrations (End Users)

Drift and Crisp have their own marketplaces for integrations. My AskAI supports a wide range of integrations with platforms like Zendesk, Intercom, HubSpot, Slack, and more, providing flexibility for various user needs.

Compliance

All three platforms are GDPR compliant, ensuring data protection and privacy. Drift is also SOC-2 compliant, which is not the case for Crisp and My AskAI.

Support

Drift offers tiered support with varying levels of customer success management and technical support. Crisp provides basic support via chat and email across all tiers. My AskAI offers tiered support with Essentials providing web and email support, Pro offering priority web, email, and video support, and Enterprise including Slack and a success manager.

AI Models Available

Drift uses fine-tuned models and OpenAI. Crisp's AI models are not specified for Basic and Pro tiers, with GPT-4 available for the Unlimited tier. My AskAI offers GPT-4o across all tiers, with the Enterprise tier also supporting Claude and Gemini.

API Access

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

Conclusion

In summary, while Drift, Crisp, and My AskAI all offer robust AI customer support features, My AskAI distinguishes itself with transparent pricing, extensive integrations, and additional functionalities like an AI email assistant. These features make it a compelling choice for businesses looking to enhance their customer support capabilities with AI.