AI customer support agent features & capabilities compared: HubSpot vs. Drift
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.
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Full breakdown: All available features and pricing
| 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 |
Introduction
This analysis focuses on the AI customer support features of HubSpot, Drift, and My 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.
AI Customer Support Features
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.
AI Features for Support Agents
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.
Pricing
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.
Usage Tiers
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.
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, helping businesses to understand and improve their customer interactions. Drift does not offer this feature.
AI Email Assistant
Both HubSpot and My AskAI offer AI email assistants to automate and streamline email responses. Drift does not include this feature in its offering.
Email Lead Capture
All three platforms—HubSpot, Drift, and My AskAI—support email lead capture, enabling businesses to gather leads through email interactions.
Content Limits
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.
Number of Chatbots/Agents
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.
Hosted Help Centre
HubSpot offers a hosted help center, while Drift and My AskAI do not provide this feature.
Chatbot Flow Builder
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.
Integrations (Content/Knowledge)
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.
Integrations (End Users)
HubSpot integrates with Facebook, WhatsApp, and Messenger. Drift's integrations can be found on their platform integrations page. My AskAI offers extensive end-user integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and Twitter.
Compliance
All three platforms are GDPR compliant. HubSpot and Drift are SOC-2 compliant, while My AskAI is not.
Support
HubSpot provides email, in-app chat, and phone support. Drift offers various levels of support, including premium, advanced, and enterprise options. 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
HubSpot and Drift do not specify the AI models they use. My AskAI offers GPT-4o across all tiers and additional models like Claude and Gemini for the Enterprise tier.
API Access
All three platforms offer API access, allowing businesses to integrate their AI customer support features with other systems and tools.
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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?”
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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Customer.io ($50M+ ARR)
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
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