AI customer support agent features & capabilities compared: Drift vs. Freshchat (Freddy AI)

Introduction

This analysis focuses on the AI customer support features of Drift, Freshchat (Freddy AI), and My AskAI, aimed at deflecting support tickets and improving customer service efficiency. My AskAI can be integrated within both Drift and Freshchat (Freddy AI), providing additional layers of AI capabilities.

AI Customer Support Features

All three platforms offer AI customer support features, enabling automated responses to customer inquiries. Drift and Freshchat (Freddy AI) both provide robust AI capabilities, but My AskAI enhances these offerings with additional features such as an AI email assistant.

AI Features for Support Agents

Freshchat (Freddy AI) and My AskAI provide AI features specifically for support agents, assisting them in managing and resolving tickets more efficiently. Drift, however, does not offer AI features tailored for support agents, focusing instead on customer-facing interactions.

Pricing

The AI price per 1,000 tickets/chats is available for Freshchat (Freddy AI) at $105 and for My AskAI at $99. Drift's pricing is provided on application (POA), making it less transparent in comparison. My AskAI offers a more competitive rate.

Usage Tiers

Freshchat (Freddy AI) and My AskAI both offer tiered usage plans. Freshchat's tiers range from Free to Enterprise with varying bot session limits. My AskAI's tiers range from Essentials to Enterprise, with a more flexible conversation-based pricing model and a cost of $0.10 per conversation beyond limits.

Human Handover

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

Conversation Analytics/Insights

Freshchat (Freddy AI) and My AskAI provide conversation analytics and insights, allowing businesses to track and optimize their customer interactions. Drift does not offer this feature.

AI Email Assistant

My AskAI uniquely offers an AI email assistant, which is not available in either Drift or Freshchat (Freddy AI). This feature helps automate email responses and capture leads more effectively.

Email Lead Capture

All three platforms support email lead capture, enabling businesses to gather potential customer information through automated interactions.

Content Limits

My AskAI offers unlimited content limits across all tiers, including webpages and documents that are updated automatically. Drift and Freshchat (Freddy AI) do not provide specific information on content limits.

Number of Chatbots/Agents

My AskAI provides detailed information on the number of chatbots/agents allowed per tier, with unlimited options available at the Enterprise level. Freshchat (Freddy AI) allows one chatbot per account, while Drift does not specify this information.

Hosted Help Centre

Freshchat (Freddy AI) includes a hosted help center, which is not available with Drift or My AskAI. This feature can be useful for providing a centralized resource for customer support.

Chatbot Flow Builder

Both Drift and Freshchat (Freddy AI) offer a chatbot flow builder, enabling businesses to design conversational flows. My AskAI does not include this feature.

Integrations (Content/Knowledge)

My AskAI supports a wide range of integrations for content and knowledge, including various file types, cloud storage services, and CRM platforms. Drift and Freshchat (Freddy AI) provide more limited integration options.

Integrations (End Users)

My AskAI offers extensive end-user integrations, including popular communication and CRM platforms. Drift and Freshchat (Freddy AI) also provide integrations but with fewer options compared to My AskAI.

Compliance

All three platforms are GDPR compliant. Drift and Freshchat (Freddy AI) are also SOC-2 compliant, while My AskAI is not.

Support

Support options vary across the platforms. Drift offers premium support with dedicated customer success managers and 24/7 availability for higher tiers. Freshchat (Freddy AI) provides email, chat, and community support across all tiers. My AskAI offers tiered support with priority options and a dedicated success manager at the Enterprise level.

AI Models Available

My AskAI uses advanced AI models like GPT-4o, Claude, and Gemini, depending on the tier. Drift uses fine-tuned models from OpenAI, while Freshchat (Freddy AI) does not specify the AI models used.

API Access

All three platforms offer API access, allowing businesses to integrate and customize their AI customer support solutions.

Conclusion

In summary, while Drift and Freshchat (Freddy AI) provide strong AI customer support features, My AskAI stands out with its competitive pricing, extensive integration options, and additional features like the AI email assistant. This makes My AskAI a versatile and cost-effective choice for businesses looking to enhance their customer support capabilities.