Drift and Intercom Fin AI are both AI customer support platforms designed to help businesses manage and deflect support tickets effectively. Drift's AI customer support offering is priced on a POA (Price on Application) basis, with specific usage tiers not provided. It includes features such as human handover and email lead capture but lacks analytics/insights and an AI email assistant. This suggests that while Drift can facilitate seamless transitions to human agents and capture leads via email, it may not offer in-depth performance analytics or automated email responses.
Intercom Fin AI, on the other hand, is priced at $495 per 1,000 tickets/chats and offers tiered pricing based on features. Similar to Drift, it supports human handover and email lead capture. However, Intercom Fin AI distinguishes itself by providing analytics/insights, which can help businesses understand and optimize their customer support operations. Like Drift, it does not include an AI email assistant. This positions Intercom Fin AI as a more data-driven solution, potentially offering greater insights into customer interactions and support efficiency.
| Feature | Drift | Intercom Fin AI | + 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 | $495 | $99 |
| Usage Tiers | Not provided | Based on features | 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 | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Drift pricing page | Intercom Fin AI pricing page | My AskAI pricing page |
| Content Limits | Not provided | Not provided | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | 1 | 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 | Websites (public and private) Help Center Files (PDF) | 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 | Intercom Fin AI 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 | 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 | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Fine-tuned OpenAI | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
This analysis focuses on the AI customer support features of Drift, Intercom Fin AI, and My AskAI, aimed at deflecting support tickets. My AskAI can be integrated within either Drift or Intercom Fin AI, providing additional capabilities.
All three platforms, Drift, Intercom Fin AI, and My AskAI, offer AI customer support features. These features are designed to streamline customer interactions, reduce response times, and deflect support tickets.
Intercom Fin AI and My AskAI both offer AI features specifically designed to assist support agents. Drift, however, does not provide these features, potentially limiting its utility for internal support teams.
Drift's AI pricing is provided on application (POA), whereas Intercom Fin AI charges $495 per 1,000 tickets/chats. My AskAI offers a more competitive rate at $99 per 1,000 tickets/chats, making it a cost-effective option.
Intercom Fin AI structures its pricing based on features, while My AskAI provides clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Additional conversations beyond these limits are priced at $0.10 each. Drift does not specify its usage tiers publicly.
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Intercom Fin AI and My AskAI offer conversation analytics and insights, providing valuable data to optimize customer support. Drift lacks this feature, limiting its ability to provide actionable insights.
My AskAI stands out by offering an AI email assistant, a feature not available in Drift or Intercom Fin AI. This can be particularly useful for managing email interactions efficiently.
All three platforms support email lead capture, enabling businesses to gather potential customer information through email interactions.
My AskAI provides unlimited content limits across all its tiers, while Drift and Intercom Fin AI do not specify their content limits.
Intercom Fin AI offers a single chatbot/agent, whereas My AskAI provides one chatbot with two modes (public and private) in its Essentials and Pro tiers, and unlimited chatbots in its Enterprise tier. Drift does not specify the number of chatbots/agents it supports.
Intercom Fin AI includes a hosted help center, a feature not available in Drift or My AskAI.
Both Drift and Intercom Fin AI offer a chatbot flow builder, allowing businesses to design custom interaction flows. My AskAI does not include this feature.
Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. Intercom Fin AI supports integrations with websites, help centers, and PDF files. My AskAI offers extensive integration options, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Drift and Intercom Fin AI provide integrations through their respective marketplaces/app stores. My AskAI offers integrations with a wide range of platforms, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
All three platforms are GDPR compliant. Drift and Intercom Fin AI are also SOC-2 compliant, while My AskAI does not have SOC-2 compliance.
Drift offers premium, advanced, and enterprise support tiers with extensive customer success management and technical support. My AskAI provides web and email support for Essentials, priority web, email, and video support for Pro, and Slack and success manager support for Enterprise. Intercom Fin AI does not specify its support options.
Drift uses fine-tuned models and OpenAI. Intercom Fin AI utilizes GPT-4o. My AskAI offers GPT-4o for Essentials and Pro tiers, and GPT-4o, Claude, and Gemini for the Enterprise tier.
All three platforms provide API access, allowing for custom integrations and extended functionality.
Drift, Intercom Fin AI, and My AskAI each offer unique strengths in AI customer support. My AskAI stands out for its competitive pricing, extensive integrations, and unique features like the AI email assistant. Intercom Fin AI excels in conversation analytics and hosted help centers, while Drift offers robust support options.
