Drift and Help Scout are both AI customer support platforms that focus on deflecting support tickets through their respective features. Drift offers human handover capabilities, ensuring that complex queries can be seamlessly transferred to human agents when necessary. Additionally, Drift includes email lead capture to help gather potential customer information. However, it lacks built-in analytics or insights and does not provide an AI email assistant. Pricing details for Drift are provided on application (POA), and there are no specified usage tiers.
Help Scout, on the other hand, charges $765 per 1,000 tickets or chats and offers three usage tiers—Standard, Plus, and Pro—all of which come with no usage limits. Unlike Drift, Help Scout does not support human handover, which could impact the handling of more complex customer queries. Similar to Drift, Help Scout lacks analytics or insights and does not include an AI email assistant. However, it does feature email lead capture to help with customer acquisition.
In summary, while both platforms provide essential AI customer support functionalities like email lead capture, Drift offers human handover, which Help Scout does not. Pricing and usage structures differ significantly, with Drift's pricing on application and Help Scout's fixed rate per 1,000 tickets or chats across different tiers without usage limits.
| Feature | Drift | Help Scout | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | No | Yes |
| Offers AI Features for Support Agents? | No | No | Yes |
| AI Price Per 1,000 tickets/chats | POA | $765 | $99 |
| Usage Tiers | Not provided | Standard - no usage limit Plus - no usage limit Pro - no usage limit | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | No | Yes |
| Conversation Analytics/Insights | No | No | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Drift pricing page | Help Scout pricing page | My AskAI pricing page |
| Content Limits | Not provided | Standard - no content limit Plus - no content limit Pro - no content limit | 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 | Yes | No |
| Chatbot Flow Builder | Yes | No | No |
| Integrations (Content/Knowledge) | FAQs Customer Interactions Product and Service Information Feedback Loops | Not provided | 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 | Shopify Weebly Squarespace Wix Webflow | 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 | Yes | Yes |
| SOC-2 Compliant | Yes | Yes | 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 | Support levels are consistent across plans, with all customers receiving timely and effective assistance. | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Fine-tuned OpenAI | AI Assist and AI Answers are powered by OpenAI's API service | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Drift and My AskAI offer AI customer support features aimed at deflecting support tickets, while Help Scout does not provide these features. This positions My AskAI and Drift as viable options for businesses looking to leverage AI for customer support.
My AskAI stands out by offering AI features for support agents, which neither Drift nor Help Scout provide. This capability can enhance agent productivity and efficiency by automating routine tasks and providing intelligent suggestions.
Drift's AI pricing is available upon request (POA), whereas Help Scout charges $765 per 1,000 tickets or chats. My AskAI offers a more cost-effective solution at $99 per 1,000 conversations, making it a more affordable option for businesses.
Drift does not provide specific usage tiers, and Help Scout offers three tiers (Standard, Plus, Pro) with no usage limits. My AskAI offers three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with additional charges of $0.10 per conversation beyond limits.
Both Drift and My AskAI support human handover, ensuring seamless transition from AI to human agents when necessary. Help Scout does not offer this feature.
Drift and Help Scout do not provide conversation analytics or insights. My AskAI offers this feature, enabling businesses to gain valuable insights from customer interactions and improve their support strategies.
My AskAI includes an AI email assistant, a feature not available with Drift or Help Scout. This can help automate email responses and manage email inquiries more efficiently.
All three platforms—Drift, Help Scout, and My AskAI—offer email lead capture capabilities, helping businesses gather and nurture leads through email.
Help Scout has no content limits across its tiers, while My AskAI provides unlimited webpages and documents across all its plans, with automatic updates. Drift does not provide specific information on content limits.
Drift and Help Scout do not specify the number of chatbots or agents. My AskAI offers different allocations depending on the plan: Essentials and Pro plans include one chatbot with two modes (public and private), while the Enterprise plan offers unlimited chatbots.
Help Scout includes a hosted help center, a feature not available with Drift or My AskAI.
Drift offers a chatbot flow builder, enabling businesses to create custom chatbot interactions. This feature is not available with Help Scout or My AskAI.
Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. Help Scout does not provide specific integration details. My AskAI offers extensive integrations with websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Drift's integrations can be explored via its marketplace/app store. Help Scout integrates with platforms like Shopify, Weebly, Squarespace, Wix, and Webflow. My AskAI supports a wide range of integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
All three platforms—Drift, Help Scout, and My AskAI—are GDPR compliant. Drift and Help Scout are also SOC-2 compliant, while My AskAI is not.
Drift offers tiered support with varying levels of customer success management and technical support. Help Scout provides consistent support across all plans. My AskAI offers different support levels: Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, success manager).
Drift uses fine-tuned models and OpenAI. Help Scout's AI Assist and AI Answers are powered by OpenAI's API. My AskAI offers GPT-4o for Essentials and Pro plans, and GPT-4o/Claude/Gemini for the Enterprise plan.
All three platforms—Drift, Help Scout, and My AskAI—offer API access, allowing businesses to integrate their systems and customize their AI customer support solutions.
In summary, My AskAI offers a comprehensive and cost-effective AI customer support solution with advanced features, extensive integrations, and flexible usage tiers, making it a strong competitor in the market.
