AI customer support agent features & capabilities compared: Drift vs. HubSpot
Drift and HubSpot both offer AI customer support platforms aimed at deflecting support tickets, but they differ in several key features and capabilities. Drift's AI customer support platform includes features such as human handover and email lead capture, allowing for seamless transitions between automated and human interactions and capturing potential leads through email. However, Drift does not provide analytics/insights or an AI email assistant, which may limit its ability to offer in-depth performance analysis and automated email responses. Pricing for Drift's services is provided on application (POA), and specific usage tiers are not disclosed.
HubSpot's AI customer support platform, on the other hand, includes a broader range of features. It offers human handover, analytics/insights, an AI email assistant, and email lead capture. The inclusion of analytics/insights allows users to gain valuable performance data, while the AI email assistant helps automate email responses, enhancing efficiency. HubSpot's pricing is also provided on application (POA), but it specifies usage tiers with Service Hub Professional and Service Hub Enterprise, each supporting up to 5,000 snippets. This structured tier system provides clarity on usage limits and scalability options for businesses.
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Full breakdown: All available features and pricing
| Feature | Drift | HubSpot | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | Yes | Yes |
| AI Price Per 1,000 tickets/chats | POA | POA | $99 |
| Usage Tiers | Not provided | Service Hub Professional - Up to 5,000 snippets Service Hub Enterprise - Up to 5,000 snippets |
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 | HubSpot pricing page | My AskAI pricing page |
| Content Limits | Not provided | Service Hub Professional - Up to 5,000 documents per account Service Hub Enterprise - Up to 5,000 documents per account |
Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | Marketing Hub Professional - 3 seats Marketing Hub Enterprise - 5 seats |
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 | Yes | 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 | Facebook Messenger |
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 |
Email, in-app chat, and phone support | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Fine-tuned OpenAI |
Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
AI Customer Support Platforms: Drift vs. HubSpot vs. My AskAI
When examining AI customer support platforms, it's essential to focus on features aimed at deflecting support tickets. This analysis compares Drift, HubSpot, and My AskAI, particularly highlighting My AskAI's benefits.
AI Customer Support Features
All three platforms—Drift, HubSpot, and My AskAI—offer AI customer support features. These capabilities are designed to streamline customer interactions and reduce the load on human support agents.
AI Features for Support Agents
Drift does not offer AI features specifically for support agents, whereas both HubSpot and My AskAI do. This distinction is crucial for organizations looking to enhance their support agents' efficiency with AI-driven tools.
Pricing
Pricing models for AI support vary. Drift and HubSpot operate on a Price On Application (POA) basis, which can make budgeting less predictable. My AskAI, however, offers transparent pricing at $99 per 1,000 tickets/chats, making it easier for businesses to plan their expenses.
Usage Tiers
Drift does not provide specific usage tiers. HubSpot offers tiers through its Service Hub Professional and Enterprise plans, each supporting up to 5,000 snippets. My AskAI provides more granular tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional cost of $0.10 per conversation beyond these limits.
Human Handover
All three platforms—Drift, HubSpot, and My AskAI—support human handover. This feature ensures that complex queries can be seamlessly transferred to human agents when necessary.
Conversation Analytics/Insights
Drift lacks conversation analytics and insights, a feature available in both HubSpot and My AskAI. These analytics are vital for understanding customer interactions and improving support strategies.
AI Email Assistant
Drift does not offer an AI email assistant, unlike HubSpot and My AskAI. This tool can automate and enhance email responses, further reducing the workload on support teams.
Email Lead Capture
All three platforms—Drift, HubSpot, and My AskAI—offer email lead capture capabilities. This feature helps businesses gather potential customer information effectively.
Pricing Pages
For detailed pricing, users can visit the respective pricing pages: Drift, HubSpot, and My AskAI.
Content Limits
Drift does not specify content limits. HubSpot's Service Hub Professional and Enterprise plans support up to 5,000 documents per account. In contrast, My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing greater flexibility.
Number of Chatbots/Agents
Drift does not provide information on the number of chatbots/agents. HubSpot's Marketing Hub Professional and Enterprise plans offer 3 and 5 seats, respectively. My AskAI allows for one chatbot in Essentials and Pro tiers (with two modes: public and private) and unlimited chatbots in the Enterprise tier.
Hosted Help Centre
HubSpot offers a hosted help center, a feature not available in Drift or My AskAI. This can be a significant advantage for businesses needing a centralized knowledge base.
Chatbot Flow Builder
Both Drift and HubSpot include a chatbot flow builder, whereas My AskAI does not. This tool allows for the creation of complex conversational flows, enhancing customer interactions.
Integrations (Content/Knowledge)
Drift supports integrations for FAQs, customer interactions, product and service information, and feedback loops. HubSpot does not provide specific details on content/knowledge integrations. My AskAI offers extensive integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Drift's integrations can be found on its marketplace/app store. HubSpot integrates with Facebook, WhatsApp, and Messenger. My AskAI supports a wide range of integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ, Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
Compliance
All three platforms are GDPR compliant. Drift and HubSpot are also SOC-2 compliant, while My AskAI is not.
Support
Drift offers extensive support options across its Premium, Advanced, and Enterprise plans, including dedicated customer success managers and 24/7 support. HubSpot provides email, in-app chat, and phone support. My AskAI offers different support levels: Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, success manager).
AI Models Available
Drift uses fine-tuned models and OpenAI. HubSpot does not specify its AI models. My AskAI uses GPT-4o across all tiers, with the Enterprise tier also offering Claude and Gemini models.
API Access
All three platforms—Drift, HubSpot, and My AskAI—provide API access, allowing for custom integrations and extended functionality.
In summary, while Drift and HubSpot have robust offerings, My AskAI stands out with transparent pricing, extensive integrations, and flexible usage tiers, making it a competitive choice in the AI customer support market.
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