AI customer support agent features & capabilities compared:HubSpotvs. Chatfuel

Overview

This analysis focuses on the AI customer support features ofHubSpot,Chatfuel, andMy AskAI. Each platform offers unique capabilities aimed at deflecting support tickets and enhancing customer service efficiency.

AI Customer Support Features

All three platforms—HubSpot, Chatfuel, and My AskAI—offer AI customer support features. These features are designed to automate responses, reducing the workload on human agents.

AI Features for Support Agents

Both HubSpot and My AskAI provide AI features specifically designed for support agents, enhancing their ability to manage and respond to queries efficiently. Chatfuel, however, does not offer these features for support agents.

Pricing

HubSpot's AI pricing is provided on application (POA), making it less transparent compared to Chatfuel and My AskAI. Chatfuel charges $20 per 1,000 tickets/chats, while My AskAI charges $99 for the same volume. The pricing difference highlights the varying levels of service and features offered by each platform.

Usage Tiers

HubSpot’s Service Hub Professional and Enterprise tiers offer up to 5,000 snippets. Chatfuel provides different plans based on the platform (Facebook, Instagram, WhatsApp) with a base of 1,000 conversations per month. My AskAI offers three tiers: Essentials (200 conversations/mo), Pro (1,000 conversations/mo), and Enterprise (unlimited conversations), with additional charges of $0.10 per conversation beyond the limits.

Human Handover

All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.

Conversation Analytics/Insights

HubSpot and My AskAI provide conversation analytics and insights, enabling organizations to monitor and improve their AI interactions. Chatfuel does not offer this feature, potentially limiting its capability for performance analysis.

AI Email Assistant

Both HubSpot and My AskAI include an AI email assistant to automate and streamline email responses. Chatfuel does not offer an AI email assistant.

Email Lead Capture

All three platforms support email lead capture, aiding in the collection and management of customer information.

Content Limits

HubSpot’s Service Hub tiers allow up to 5,000 documents per account, while My AskAI offers unlimited webpages and documents across all plans, updated automatically. Chatfuel does not specify content limits.

Number of Chatbots/Agents

HubSpot’s Marketing Hub Professional includes 3 seats, and the Enterprise tier includes 5 seats. My AskAI offers 1 chatbot with two modes (public and private) in its Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier. Chatfuel does not specify the number of chatbots or agents.

Hosted Help Centre

HubSpot provides a hosted help center, whereas Chatfuel and My AskAI do not offer this feature.

Chatbot Flow Builder

Both HubSpot and Chatfuel include a chatbot flow builder, allowing users to design conversational flows. My AskAI does not have a flow builder feature.

Integrations (Content/Knowledge)

My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce. Chatfuel integrates with Google Sheets, ChatGPT, Stripe, Zapier, and JSON API. HubSpot does not provide specific content/knowledge integrations.

Integrations (End Users)

My AskAI offers extensive end-user integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ, Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter. Chatfuel integrates with Google Sheets, HubSpot, Shopify, Zapier, CRM, and custom APIs. HubSpot supports Facebook, WhatsApp, and Messenger integrations.

Compliance

All three platforms are GDPR compliant. HubSpot is also SOC-2 compliant, while Chatfuel and My AskAI are not.

Support

HubSpot offers email, in-app chat, and phone support. Chatfuel provides varying levels of support depending on the plan, including a personal account manager and bot-building services for Enterprise plans. My AskAI offers web and email support for Essentials, priority web, email, and video support for Pro, and Slack and a success manager for Enterprise.

AI Models Available

My AskAI uses GPT-4o for Essentials and Pro tiers, and offers GPT-4o/Claude/Gemini for Enterprise. Chatfuel uses ChatGPT but does not specify the version. HubSpot does not provide information on the AI models available.

API Access

All three platforms offer API access, allowing for customization and integration with other systems.

Conclusion

In summary, HubSpot, Chatfuel, and My AskAI all provide robust AI customer support features with varying strengths. My AskAI stands out with its extensive integrations, unlimited content limits, and comprehensive support options, making it a versatile choice for businesses looking to enhance their customer support capabilities.