Drift and Tidio are AI customer support platforms designed to help businesses manage and deflect support tickets. Drift offers a pricing model that is provided on application (POA), without specific usage tiers mentioned. Its features include human handover and email lead capture, but it lacks analytics/insights and an AI email assistant. This positions Drift as a platform focused on real-time chat support with the ability to capture leads via email, but without advanced analytics for performance tracking.
Tidio, on the other hand, provides a more structured pricing model starting at $749 per 1,000 tickets or chats, with multiple usage tiers including a free option for up to 50 conversations, Lyrio AI for 200 conversations, and a custom conversation plan under Tidio+. Tidio also supports human handover and email lead capture, with the added benefit of offering analytics and insights, which can be crucial for businesses looking to track and optimize their customer support performance. This positions Tidio as a more flexible and data-driven platform, catering to various business needs with its tiered pricing and comprehensive analytical capabilities.
| Feature | Drift | Tidio | + 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 | $749+ | $99 |
| Usage Tiers | Not provided | Free - 50 conversations Lyrio AI - 200 conversations Tidio+ - custom conversation | 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 | Tidio 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 | 1 | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | No | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | FAQs Customer Interactions Product and Service Information Feedback Loops | Websites Add Manually Files (only available for Tidio+) | 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 | Tidio 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 | Free - email, help desk Lyrio AI - email, live chat (24/5) Tidio+ - email, live chat (24/5), Flows building and strategy assistance, Dedicated Success Manager, Training sessions, Account reviews | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Fine-tuned OpenAI | Free - Claude (Anthropic AI)/in-house models Lyrio AI - Claude (Anthropic AI)/in-house models Tidio+ - Claude (Anthropic AI)/in-house models | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
This analysis focuses on AI customer support features aimed at deflecting support tickets, comparing Drift, Tidio, and My AskAI.
Drift, Tidio, and My AskAI all offer AI customer support features. However, Tidio and My AskAI also extend their AI capabilities to support agents, providing additional tools to enhance agent productivity.
Drift's pricing is provided on application (POA), making it less transparent compared to Tidio and My AskAI. Tidio's AI customer support starts at $749 per 1,000 tickets/chats, while My AskAI is more cost-effective at $99 for the same volume. My AskAI also offers clear usage tiers, ranging from Essentials to Enterprise, with a pay-as-you-go option beyond plan limits.
All three platforms support human handover, ensuring seamless transitions between AI and human agents. Tidio and My AskAI provide conversation analytics and insights, a feature not available in Drift, which can be crucial for optimizing support operations.
My AskAI stands out by offering an AI Email Assistant, a feature not present in Drift or Tidio. All three platforms include email lead capture capabilities, which are essential for generating and nurturing leads.
Drift and Tidio do not specify content limits, whereas My AskAI offers unlimited webpages and documents across all plans, with automatic updates. In terms of the number of chatbots/agents, My AskAI provides one chatbot in Essentials and Pro plans, with unlimited chatbots in the Enterprise plan.
None of the platforms offer a hosted help center. Both Drift and Tidio include a chatbot flow builder, but My AskAI does not, focusing instead on direct integrations with various content sources.
Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. Tidio allows manual content additions and supports files in its premium Tidio+ plan. My AskAI offers extensive integrations, including various file types, cloud storage services, and popular customer support platforms like Zendesk and Intercom.
All three platforms are GDPR compliant. Drift is SOC-2 compliant, a certification not held by Tidio or My AskAI. Support options vary, with Drift offering extensive premium support tiers, Tidio providing email and live chat support, and My AskAI offering prioritized support for Pro and Enterprise plans, including a dedicated success manager for Enterprise users.
Drift uses fine-tuned models and OpenAI, while Tidio employs Claude (Anthropic AI) and in-house models. My AskAI utilizes GPT-4o in its Essentials and Pro plans and offers additional models like Claude and Gemini in the Enterprise plan. All three platforms provide API access.
In summary, while Drift and Tidio offer robust AI customer support features, My AskAI provides a more cost-effective and comprehensive solution with additional capabilities like an AI Email Assistant and extensive integrations, making it a strong contender in
