HubSpot and Drift are both prominent AI customer support platforms designed to assist businesses in managing and deflecting support tickets. HubSpot offers its AI customer support features through its Service Hub Professional and Service Hub Enterprise tiers, each allowing up to 5,000 snippets. Key features of HubSpot's AI customer support include human handover, comprehensive analytics and insights, an AI email assistant, and email lead capture capabilities. The pricing for these services is provided on application (POA), indicating a tailored pricing structure based on specific customer needs and usage.
Drift, on the other hand, provides similar AI customer support functionalities with a focus on ticket deflection through human handover and email lead capture. Unlike HubSpot, Drift does not offer analytics and insights or an AI email assistant as part of its AI customer support features. The pricing for Drift's services is also on application (POA), but specific usage tiers are not provided, which suggests a more flexible or customized approach to service offerings. Both platforms aim to streamline customer support operations, though HubSpot appears to offer a broader range of AI-driven tools compared to Drift.
| Feature | HubSpot | Drift | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | POA | POA | $99 |
| Usage Tiers | Service Hub Professional - Up to 5,000 snippets Service Hub Enterprise - Up to 5,000 snippets | Not provided | 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 | Yes | No | Yes |
| AI Email Assistant | Yes | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | HubSpot pricing page | Drift pricing page | My AskAI pricing page |
| Content Limits | Service Hub Professional - Up to 5,000 documents per account Service Hub Enterprise - Up to 5,000 documents per account | Not provided | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Marketing Hub Professional - 3 seats Marketing Hub Enterprise - 5 seats | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Not provided | FAQs Customer Interactions Product and Service Information Feedback Loops | 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) | Facebook Messenger | https://www.drift.com/platform/integrations/ | 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 | Email, in-app chat, and phone 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 | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | Fine-tuned OpenAI | 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 ofHubSpot,Drift, andMy AskAI. The goal is to provide a detailed comparison of their capabilities, pricing, and other critical aspects to help you understand their respective positions in the market.
All three platforms, HubSpot, Drift, and My AskAI, offer AI customer support features aimed at deflecting support tickets. While HubSpot and Drift provide a range of AI tools, My AskAI integrates seamlessly with both, offering additional benefits.
HubSpot and My AskAI both offer AI features designed to assist support agents. These features can automate responses and provide real-time support insights. Drift, however, does not offer AI features specifically for support agents.
The pricing for AI features in HubSpot and Drift is provided on request (POA). In contrast, My AskAI offers transparent pricing at $99 per 1,000 tickets/chats, making it easier for businesses to budget their customer support expenses.
HubSpot's usage tiers are divided into Service Hub Professional and Enterprise, each allowing up to 5,000 snippets. Drift does not provide clear usage tiers. My AskAI offers three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional cost of $0.10 per conversation beyond the limits.
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
HubSpot and My AskAI provide conversation analytics and insights, helping businesses to understand and improve their customer interactions. Drift does not offer this feature.
Both HubSpot and My AskAI offer AI email assistants to automate and streamline email responses. Drift does not include this feature in its offering.
All three platforms—HubSpot, Drift, and My AskAI—support email lead capture, enabling businesses to gather leads through email interactions.
HubSpot's Service Hub Professional and Enterprise tiers allow up to 5,000 documents per account. Drift does not specify content limits. My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates.
HubSpot allows 3 seats for Marketing Hub Professional and 5 for Marketing Hub Enterprise. Drift does not specify the number of chatbots or agents. My AskAI offers 1 chatbot with two modes (public and private) for Essentials and Pro tiers, and unlimited chatbots for the Enterprise tier.
HubSpot offers a hosted help center, while Drift and My AskAI do not provide this feature.
Both HubSpot and Drift offer a chatbot flow builder, allowing businesses to create custom chatbot interactions. My AskAI does not include a chatbot flow builder.
HubSpot's content/knowledge integrations are not specified. Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. 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.
HubSpot integrates with Facebook, WhatsApp, and Messenger. Drift's integrations can be found on their platform integrations page. My AskAI offers extensive end-user integr
