AI customer support agent features & capabilities compared: Drift vs. Tawk

Overview

This analysis focuses on the AI customer support features of Drift, Tawk, and My 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.

AI Customer Support Features

All three platforms, Drift, Tawk, and My 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

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.

Usage Tiers

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.

Human Handover

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.

Conversation Analytics and Insights

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.

AI Email Assistant

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.

Email Lead Capture

All three platforms, Drift, Tawk, and My AskAI, offer email lead capture capabilities, assisting in lead generation and customer engagement.

Content Limits

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.

Number of Chatbots/Agents

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.

Hosted Help Centre

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.

Chatbot Flow Builder

Both Drift and Tawk include a chatbot flow builder, allowing businesses to design custom conversation flows. My AskAI does not offer this feature, focusing instead on advanced AI capabilities and integrations.

Integrations (Content/Knowledge)

My AskAI excels in content and knowledge integrations, supporting a wide range of sources including websites, various file types, and platforms like Google Drive, Notion, Confluence, and more. Drift and Tawk offer more limited integrations, primarily focusing on FAQs, customer interactions, and basic knowledge bases.

Integrations (End Users)

My AskAI offers extensive end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, and more. Drift and Tawk also provide integrations but have fewer options compared to My AskAI.

Compliance and Support

All three platforms are GDPR compliant. Drift is also SOC-2 compliant, which is not the case for Tawk and My AskAI. In terms of support, My AskAI offers varying levels of support depending on the tier, including priority web, email, and video support for Pro users, and a dedicated success manager for Enterprise users. Drift provides extensive support options across its tiers, while Tawk offers different support levels based on the plan.

AI Models and API Access

My AskAI provides access to advanced AI models such as GPT-4o, Claude, and Gemini, depending on the tier. Drift uses fine-tuned models and OpenAI, while Tawk uses its Apollo AI Bot across all tiers. All three platforms offer API access, facilitating integration with other systems and customization.

Conclusion

In summary, while Drift and Tawk offer robust AI customer support features, My AskAI provides additional capabilities and integrations that can significantly enhance customer support operations. The choice between these platforms will depend on specific business needs, budget, and the importance of advanced AI features and integrations.