Drift and Netomi are AI customer support platforms designed to help businesses manage and deflect support tickets efficiently. Drift's AI customer support features include the capability for human handover, ensuring that complex queries can be escalated to human agents when necessary. While Drift does not offer analytics or insights into customer interactions, it does include email lead capture functionality, which can help businesses gather potential customer information seamlessly.
Netomi, on the other hand, offers a more comprehensive set of AI customer support features. It includes an AI email assistant, which can handle email-based customer interactions autonomously, and also supports email lead capture. Netomi's pricing is based on consumption, although specific price details are not provided. The platform's human handover and analytics capabilities are not explicitly mentioned, which may require further inquiry for businesses needing these features. Both platforms offer their pricing on a POA (price on application) basis, making direct cost comparisons challenging without specific quotes.
| Feature | Drift | Netomi | + 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 | Based on consumption | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | Not provided | Yes |
| Conversation Analytics/Insights | No | Not provided | Yes |
| AI Email Assistant | No | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Drift pricing page | [Netomi pricing page](Not provided) | My AskAI pricing page |
| Content Limits | Not provided | Based on consumption | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | Based on consumption | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | No | Not provided | No |
| Chatbot Flow Builder | Yes | Not provided | 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 | Netomi 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 | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
This analysis focuses on the AI customer support features of Drift, Netomi, and My AskAI, specifically aimed at deflecting support tickets. Each platform offers unique capabilities and pricing structures, which we will explore in detail.
Drift,Netomi, andMy AskAIall provide AI customer support features. However, when it comes to AI features specifically designed for support agents, Drift falls short as it does not offer such capabilities. Both Netomi and My AskAI provide AI features for support agents, enhancing their efficiency and effectiveness.
Pricing for AI support varies significantly among these platforms. Drift and Netomi both follow a price on application (POA) model for AI per 1,000 tickets/chats, making it less transparent. In contrast, My AskAI offers a clear and straightforward pricing model at $99 per 1,000 tickets/chats.
Drift does not provide specific usage tiers, while Netomi's pricing is based on consumption. My AskAI offers structured tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). For conversations beyond the limits, My AskAI charges $0.10 per conversation.
Human handover is an essential feature for AI customer support platforms. Drift and My AskAI both support human handover, whereas it is not specified for Netomi.
Conversation analytics and insights are crucial for understanding and improving customer interactions. Drift does not offer this feature, and it is not provided for Netomi. My AskAI includes conversation analytics and insights, adding significant value for users.
Netomi and My AskAI both offer AI email assistants, which Drift does not. This feature can greatly enhance email support capabilities.
All three platforms—Drift, Netomi, and My AskAI—provide email lead capture capabilities, ensuring that potential customer inquiries are not missed.
Drift and Netomi have pricing pages available, but Netomi's pricing details are not provided. My AskAI offers a transparent pricing page, making it easier for potential customers to understand costs upfront.
Content limits are not specified for Drift, and Netomi's limits are based on consumption. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing significant flexibility.
Drift and Netomi do not specify the number of chatbots or agents. My AskAI offers one chatbot with two modes (public and private) in the Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier.
Drift and My AskAI do not offer a hosted help center, and it is not provided for Netomi.
Drift includes a chatbot flow builder, which is not provided for Netomi or My AskAI.
Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. Netomi's integrations are not specified. My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
