AI customer support agent features & capabilities compared: Drift vs. Salesforce AI
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.
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Full breakdown: All available features and pricing
| 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 |
Overview
This analysis compares the AI customer support features of Drift, Salesforce AI, and My AskAI. The focus is on how these platforms help in deflecting support tickets and their respective offerings in terms of features, pricing, and capabilities.
AI Customer Support Features
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.
AI Features for Support Agents
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
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.
Usage Tiers
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.
Human Handover
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.
Conversation Analytics/Insights
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.
AI Email Assistant and Email Lead Capture
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.
Content Limits
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.
Number of Chatbots/Agents
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.
Hosted Help Centre
Neither Drift nor My AskAI offers a hosted help centre. Information on this feature for Salesforce AI is not provided.
Chatbot Flow Builder
Drift includes a chatbot flow builder, a feature not available with My AskAI. Information on this feature for Salesforce AI is not provided.
Integrations (Content/Knowledge)
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.
Integrations (End Users)
Drift has a marketplace/app store for integrations. My AskAI supports integrations with various platforms, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter. Information on end-user integrations for Salesforce AI is not provided.
Compliance
Both Drift and My AskAI are GDPR compliant. Drift is also SOC-2 compliant, while My AskAI is not. Information on compliance for Salesforce AI is not provided.
Support
Drift offers tiered support options, including premium, advanced, and enterprise levels with varying degrees of customer support and resources. My AskAI provides Essentials support via web and email, Pro support with priority web, email, and video, and Enterprise support with Slack and a success manager. Information on support for Salesforce AI is not provided.
AI Models Available
Drift uses fine-tuned models and OpenAI, while Salesforce AI utilizes IBM Watson. My AskAI offers GPT-4o across Essentials and Pro plans, with the Enterprise plan also providing options for Claude and Gemini.
API Access
Both Drift and My AskAI offer API access. Information on API access for Salesforce AI is not provided.
Conclusion
In summary, while Drift and Salesforce AI offer robust AI customer support features, My AskAI provides a more cost-effective and flexible solution with extensive integrations and additional features like conversation analytics, an AI email assistant, 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
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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
