AI customer support agent features & capabilities compared: Drift vs. Zendesk AI
Drift and Zendesk AI are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Drift offers a human handover feature, ensuring that complex queries can be seamlessly transferred to human agents when necessary. It also includes an email lead capture capability, allowing businesses to gather potential customer information. However, Drift does not provide analytics or insights into customer interactions, nor does it offer an AI email assistant to automate email responses. Pricing for Drift's services is not openly available and is provided upon request.
Zendesk AI, on the other hand, is priced at $495 per 1,000 tickets or chats and offers tiered usage based on features. It includes a human handover feature similar to Drift, ensuring smooth transitions to human agents. Zendesk AI stands out with its comprehensive analytics and insights, providing businesses with valuable data on customer interactions. Additionally, it offers an AI email assistant, automating email responses to improve efficiency. Like Drift, Zendesk AI also includes email lead capture capabilities. Overall, Zendesk AI offers a more feature-rich and transparent pricing model compared to Drift.
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Full breakdown: All available features and pricing
| Feature | Drift | Zendesk 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 | $495 | $99 |
| Usage Tiers | Not provided | Based on features | 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 | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Drift pricing page | Zendesk AI pricing page | My AskAI pricing page |
| Content Limits | Not provided | TBC | 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 | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | FAQs Customer Interactions Product and Service Information Feedback Loops |
Help Center | 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 | Zendesk AI 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 | Yes | 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 |
GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis compares the AI customer support offerings of Drift, Zendesk AI, and My AskAI. The focus is on features aimed at deflecting support tickets, including AI capabilities, pricing, and additional functionalities.
AI Customer Support Features
All three platforms – Drift, Zendesk AI, and My AskAI – provide AI customer support features. These features are designed to automate responses and deflect support tickets, improving efficiency and customer satisfaction.
AI Features for Support Agents
Zendesk AI and My AskAI both offer AI features specifically for support agents, enhancing their ability to manage and resolve customer queries efficiently. Drift does not provide these additional AI features for support agents.
Pricing
Pricing for AI services varies significantly among the three platforms. Drift's pricing is provided on application (POA), making it less transparent. Zendesk AI charges $495 per 1,000 tickets/chats, while My AskAI offers a more cost-effective solution at $99 per 1,000 tickets/chats.
Usage Tiers
Zendesk AI's usage tiers are based on features, whereas My AskAI offers clear tiered plans: Essentials, Pro, and Enterprise, with specific conversation limits and costs for additional conversations. Drift does not provide detailed usage tiers.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Zendesk AI and My AskAI provide conversation analytics and insights, allowing businesses to monitor and optimize their customer support interactions. Drift does not offer this feature.
AI Email Assistant
Both Zendesk AI and My AskAI include an AI email assistant, which helps automate email responses and manage email queries efficiently. Drift lacks this capability.
Email Lead Capture
All three platforms support email lead capture, aiding in the collection and management of potential customer leads.
Content Limits
My AskAI offers unlimited content limits across all its plans, automatically updating content. Zendesk AI's content limits are to be confirmed, and Drift does not provide this information.
Number of Chatbots/Agents
My AskAI provides detailed information on the number of chatbots/agents available per plan, with unlimited options at the Enterprise level. Zendesk AI offers one chatbot/agent, while Drift does not specify this detail.
Hosted Help Centre
Zendesk AI includes a hosted help center, which is not available with Drift or My AskAI.
Chatbot Flow Builder
Both Drift and Zendesk AI offer a chatbot flow builder, enabling businesses to design custom interaction flows. My AskAI does not include this feature.
Integrations (Content/Knowledge)
My AskAI stands out with extensive content and knowledge integrations, including websites, various file types, and multiple platforms like Google Drive, Notion, and SharePoint. Drift and Zendesk AI have more limited integrations.
Integrations (End Users)
My AskAI offers a broad range of end-user integrations, including popular platforms like Slack, Teams, and various chat applications. Drift and Zendesk AI also provide integrations but are generally more limited compared to My AskAI.
Compliance
All three platforms are GDPR compliant. Drift and Zendesk AI are also SOC-2 compliant, whereas My AskAI is not.
Support
Drift offers premium, advanced, and enterprise support with extensive customer success management and training options. My AskAI provides tiered support options based on the plan, including web, email, and priority support. Zendesk AI's support details are not provided.
AI Models Available
Zendesk AI and My AskAI both utilize GPT-4o models, with My AskAI offering additional options like Claude and Gemini at the Enterprise level. Drift uses fine-tuned OpenAI models.
API Access
All three platforms offer API access, facilitating integration and customization for businesses.
Conclusion
In summary, while Drift, Zendesk AI, and My AskAI each offer robust AI customer support features, My AskAI stands out with its cost-effective pricing, extensive integrations, and flexible usage tiers. This makes it a compelling choice for businesses looking to enhance their customer support capabilities efficiently.
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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
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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
