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.
| 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 |
This analysis focuses on the AI customer support features of Drift, LiveChat, and My AskAI, specifically aimed at deflecting support tickets.
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.
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 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.
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.
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
LiveChat and My AskAI offer conversation analytics and insights, providing valuable data to improve customer support. Drift lacks this feature.
My AskAI stands out with its AI email assistant, a feature not available in Drift or LiveChat.
All three platforms offer email lead capture capabilities, helping businesses gather potential customer information.
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.
My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates. Drift and LiveChat do not specify content limits.
LiveChat and My AskAI provide clear details on the number of chatbots/agents available. Drift does not specify this information.
LiveChat includes a hosted help centre, whereas Drift and My AskAI do not offer this feature.
Both Drift and LiveChat feature a chatbot flow builder, facilitating the creation of custom chatbot interactions. My AskAI does not include this feature.
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.
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.
All three platforms are GDPR compliant. Drift is also SOC-2 compliant, while LiveChat and My AskAI are not.
Support varies across the platforms. Drift offers tiered support based on subscription level, including dedicated customer success managers and str
