Drift and Salesforce AI both offer AI customer support platforms aimed at deflecting support tickets, but they differ significantly in features and pricing. Drift's AI customer support solution includes human handover and email lead capture capabilities, which can help in maintaining a seamless customer experience by transferring complex queries to human agents and capturing potential leads through email interactions. However, Drift does not provide analytics or insights, nor does it offer an AI email assistant, which could limit its ability to deliver detailed performance metrics and automated email responses.
On the other hand, Salesforce AI's customer support offering is priced at $2,000 per 1,000 tickets or chats, but it lacks detailed information on human handover, analytics, AI email assistant, and email lead capture. The absence of these details may pose challenges in assessing its full capabilities and how it compares to Drift in terms of feature set. Salesforce AI's higher price point suggests a potentially more robust or integrated solution, but without additional information on its features, it is difficult to determine its value proposition relative to Drift.
| Feature | Drift | Salesforce 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 | $2,000 | $99 |
| Usage Tiers | Not provided | Not provided | 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 | Not provided | Yes |
| Email Lead Capture | Yes | Not provided | Yes |
| Pricing Page | Drift pricing page | Salesforce 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 | Not provided | 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 | Not provided | 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 | Not provided | Yes |
| SOC-2 Compliant | Yes | Not provided | 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 | IBM Watson | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
This analysis compares the AI customer support features ofDrift,Salesforce AI, andMy AskAI. The focus is on how these platforms help in deflecting support tickets and their respective offerings in terms of features, pricing, and capabilities.
All three platforms, Drift, Salesforce AI, and My AskAI, offer AI customer support features aimed at deflecting support tickets. However, My AskAI can be integrated within both Drift and Salesforce AI, providing additional flexibility and enhanced capabilities.
While Drift does not offer AI features specifically designed for support agents, both Salesforce AI and My AskAI do. This makes Salesforce AI and My AskAI more comprehensive solutions for organizations looking to empower their support teams with AI-driven tools.
Pricing varies significantly among the three platforms. Drift's pricing is available upon request (POA), while Salesforce AI charges $2,000 per 1,000 tickets/chats. In contrast, My AskAI offers a more cost-effective solution at $99 per 1,000 tickets/chats, making it a budget-friendly option for businesses of all sizes.
Drift and Salesforce AI do not publicly provide information on usage tiers. My AskAI, however, offers clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (Unlimited conversations). Additional conversations beyond these limits are charged at $0.10 per conversation.
Both Drift and My AskAI support human handover, ensuring that complex queries can be seamlessly transferred to human agents. Information on human handover capabilities for Salesforce AI is not provided.
My AskAI stands out by offering conversation analytics and insights, a feature not available with Drift. Salesforce AI does not provide specific information on this feature.
My AskAI includes an AI email assistant and email lead capture capabilities, features not available with Drift. Salesforce AI does not provide specific information on these features.
My AskAI offers unlimited content limits across all its plans, whether it's webpages or documents. Information on content limits for Drift and Salesforce AI is not provided.
My AskAI specifies the number of chatbots/agents available per plan, with Essentials and Pro plans offering one chatbot in two modes (public and private), and the Enterprise plan offering unlimited chatbots. Drift and Salesforce AI do not provide specific information on this.
Neither Drift nor My AskAI offers a hosted help centre. Information on this feature for Salesforce AI is not provided.
Drift includes a chatbot flow builder, a feature not available with My AskAI. Information on this feature for Salesforce AI is not provided.
Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. My AskAI offers a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce. Information on content/knowledge integrations for Salesforce AI is not provided.
Drift has a marketplace/app store for integrations. My AskAI supports integrations with various platforms, including websites, Zendesk,
