Drift and Tawk are AI customer support platforms designed to help businesses manage and deflect support tickets. Drift's AI customer support offering includes features such as human handover and email lead capture, ensuring that complex queries can be seamlessly transferred to human agents and potential leads can be captured through email interactions. However, Drift does not provide analytics or insights, nor does it offer an AI email assistant. The pricing for Drift's service is provided on application (POA), and there are no specified usage tiers.
Tawk, on the other hand, offers a more structured pricing model with clear usage tiers: Hobby (100 messages per month), Growth (1,000 messages per month), and Enterprise (20,000 messages per month), with a cost of $20 per 1,000 tickets or chats. Similar to Drift, Tawk includes human handover and email lead capture features. Additionally, Tawk provides analytics and insights, allowing businesses to gain valuable data on customer interactions and support performance. However, like Drift, Tawk does not include an AI email assistant.
In summary, while both Drift and Tawk offer essential AI customer support features aimed at deflecting support tickets, Tawk distinguishes itself with detailed usage tiers, a transparent pricing structure, and the inclusion of analytics and insights. Drift's pricing is less transparent and lacks some of the analytical capabilities found in Tawk's offering.
| Feature | Drift | Tawk | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | No | Yes |
| AI Price Per 1,000 tickets/chats | POA | $20 | $99 |
| Usage Tiers | Not provided | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo | 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 | Tawk pricing page | My AskAI pricing page |
| Content Limits | Not provided | Based on features | 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 | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | FAQs Customer Interactions Product and Service Information Feedback Loops | Your website Shortcuts Documents Knowledge Base Plain text | 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 | Tawk 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 | Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Fine-tuned OpenAI | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot | 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 ofDrift,Tawk, andMy AskAI. These platforms aim to deflect support tickets and enhance customer service through AI-driven solutions. Notably, My AskAI can be integrated within Drift or Tawk, offering additional benefits.
All three platforms,Drift,Tawk, andMy AskAI, offer AI customer support features to help deflect support tickets. However, My AskAI stands out by also offering AI features specifically for support agents, a capability not provided by Drift or Tawk.
Pricing structures differ significantly. Drift's AI pricing is provided on application (POA), while Tawk charges $20 per 1,000 tickets/chats. My AskAI has a higher rate at $99 per 1,000 tickets/chats but offers more advanced features. This higher cost reflects its additional capabilities and comprehensive integrations.
Tawk and My AskAI offer clear usage tiers. Tawk's tiers range from Hobby (100 messages/month) to Enterprise (20,000 messages/month). My AskAI also offers three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). My AskAI charges $0.10 per conversation beyond these limits, providing flexibility for scaling.
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary. This feature is crucial for maintaining high customer satisfaction and resolving issues that AI may not handle effectively.
Tawk and My AskAI provide conversation analytics and insights, helping businesses understand customer interactions better. Drift does not offer this feature, which could be a drawback for companies looking to leverage data for improving customer support.
Only My AskAI offers an AI email assistant, enabling automated email responses and enhancing productivity. This feature is not available with Drift or Tawk, giving My AskAI an edge in comprehensive AI support.
All three platforms, Drift, Tawk, and My AskAI, offer email lead capture capabilities, assisting in lead generation and customer engagement.
My AskAI offers unlimited content limits across all its tiers, including webpages and documents, which are updated automatically. Tawk's content limits are based on features, while Drift has not provided specific information regarding content limits.
My AskAI provides clear details on the number of chatbots/agents available per tier, with Essentials and Pro offering one chatbot with two modes (public and private) and Enterprise offering unlimited chatbots. Drift and Tawk do not specify the number of chatbots/agents.
Tawk offers a hosted help center, a feature not available in Drift or My AskAI. This can be beneficial for businesses looking to provide a centralized knowledge base for their customers.
Both Drift and Tawk include
