AI customer support agent features & capabilities compared: Drift vs. LiveChat
Drift and LiveChat are AI customer support platforms designed to help businesses manage and deflect support tickets. Drift offers features such as human handover and email lead capture, allowing for seamless transitions between AI and human agents and the ability to capture leads via email. However, Drift does not provide analytics or insights into customer interactions, and it lacks an AI email assistant. Pricing for Drift is determined on a per-case basis (POA), and specific usage tiers are not disclosed.
LiveChat, on the other hand, offers a more transparent pricing model at $52 per 1,000 tickets or chats, with no usage limits. It also includes human handover and email lead capture features. Additionally, LiveChat provides analytics and insights, giving businesses valuable data to improve their customer support strategies. Similar to Drift, LiveChat does not offer an AI email assistant. Overall, LiveChat's inclusion of analytics and clear pricing structure may appeal to businesses looking for detailed performance metrics and predictable costs.
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Full breakdown: All available features and pricing
| Feature | Drift | LiveChat | + 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 | $52 | $99 |
| Usage Tiers | Not provided | No usage limit | 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 | LiveChat 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 | Starter - 1 agent Team - unlimited agents Business - unlimited agents Enterprise - based on contract |
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 |
Knowledge base Product pages Terms of service FAQs |
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 | LiveChat 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 | No | 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 |
Starter - Help Center, 24/7/365 Support Team - Help Center, 24/7/365 Support Business - Help Center, 24/7/365 Support Enterprise - Help Center, 24/7/365 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. LiveChat vs. My AskAI
This analysis focuses on the AI customer support features of Drift, LiveChat, and My AskAI, specifically aimed at deflecting support tickets.
AI Customer Support Features
Drift, LiveChat, and My AskAI all offer AI customer support features. Drift and LiveChat integrate these features directly into their platforms, while My AskAI can be integrated within Drift or LiveChat.
AI Features for Support Agents
LiveChat and My AskAI provide AI features specifically designed to assist support agents. Drift, however, does not offer such features, focusing more on customer-facing AI interactions.
Pricing
Pricing models vary significantly. Drift's AI pricing is provided on application (POA), making it less transparent. LiveChat charges $52 per 1,000 tickets/chats, while My AskAI is priced at $99 per 1,000 tickets/chats.
Usage Tiers
LiveChat offers unlimited usage without any tiers, whereas My AskAI has distinct usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Drift does not provide specific usage tiers.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
LiveChat and My AskAI offer conversation analytics and insights, providing valuable data to improve customer support. Drift lacks this feature.
AI Email Assistant
My AskAI stands out with its AI email assistant, a feature not available in Drift or LiveChat.
Email Lead Capture
All three platforms offer email lead capture capabilities, helping businesses gather potential customer information.
Pricing Page
For detailed pricing, you can visit the respective pricing pages of Drift, LiveChat, and My AskAI. This provides a comprehensive view of their offerings and costs.
Content Limits
My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates. Drift and LiveChat do not specify content limits.
Number of Chatbots/Agents
LiveChat and My AskAI provide clear details on the number of chatbots/agents available. Drift does not specify this information.
Hosted Help Centre
LiveChat includes a hosted help centre, whereas Drift and My AskAI do not offer this feature.
Chatbot Flow Builder
Both Drift and LiveChat feature a chatbot flow builder, facilitating the creation of custom chatbot interactions. My AskAI does not include this feature.
Integrations (Content/Knowledge)
Drift, LiveChat, and My AskAI offer various integrations for content and knowledge management. My AskAI supports a wide range of integrations including websites, files, and numerous third-party platforms like Google Drive, Notion, and SharePoint.
Integrations (End Users)
My AskAI provides extensive end-user integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, and many more. Drift and LiveChat also offer numerous integrations through their respective marketplaces.
Compliance
All three platforms are GDPR compliant. Drift is also SOC-2 compliant, while LiveChat and My AskAI are not.
Support
Support varies across the platforms. Drift offers tiered support based on subscription level, including dedicated customer success managers and strategy sessions. LiveChat provides 24/7/365 support across all tiers. My AskAI offers web and email support for Essentials, priority support for Pro, and Slack support with a success manager for Enterprise.
AI Models Available
Drift uses fine-tuned models and OpenAI. My AskAI offers GPT-4o across all tiers, with additional options like Claude and Gemini for Enterprise. LiveChat does not specify the AI models it uses.
API Access
All three platforms provide API access, allowing for custom integrations and extended functionalities.
In conclusion, while Drift and LiveChat offer robust AI customer support features, My AskAI provides unique advantages, particularly in terms of AI email assistance, extensive integrations, and clear usage tiers.
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io ($50M+ ARR)
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
