AI customer support agent features & capabilities compared: HubSpot vs. Help Scout
HubSpot and Help Scout both offer AI customer support platforms aimed at deflecting support tickets, each with distinct features and pricing models. HubSpot's AI customer support is integrated within its Service Hub Professional and Enterprise tiers, which allow for up to 5,000 snippets. The pricing for HubSpot's service is provided on application (POA). Key features include human handover capabilities, analytics and insights, an AI email assistant, and email lead capture, making it a comprehensive solution for businesses looking to enhance their customer support with AI functionalities.
Help Scout, on the other hand, charges a fixed rate of $765 per 1,000 tickets or chats and offers three usage tiers—Standard, Plus, and Pro—with no usage limits. Unlike HubSpot, Help Scout does not offer human handover or analytics and insights. It also lacks an AI email assistant but does provide email lead capture. This makes Help Scout a more straightforward and potentially cost-effective option for businesses that do not require advanced AI features and prefer a predictable pricing model.
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Full breakdown: All available features and pricing
| Feature | HubSpot | Help Scout | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | No | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | POA | $765 | $99 |
| Usage Tiers | Service Hub Professional - Up to 5,000 snippets Service Hub Enterprise - Up to 5,000 snippets |
Standard - no usage limit Plus - no usage limit Pro - no usage limit |
Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | No | Yes |
| Conversation Analytics/Insights | Yes | No | Yes |
| AI Email Assistant | Yes | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | HubSpot pricing page | Help Scout 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 |
Standard - no content limit Plus - no content limit Pro - no content limit |
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 | Yes | No |
| Chatbot Flow Builder | Yes | No | No |
| Integrations (Content/Knowledge) | Not provided | Not provided | 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 |
Shopify Weebly Squarespace Wix Webflow |
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 | Support levels are consistent across plans, with all customers receiving timely and effective assistance. | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | AI Assist and AI Answers are powered by OpenAI's API service | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
In the realm of AI customer support, HubSpot, Help Scout, and My AskAI each bring unique offerings to the table. This comparison focuses on their AI customer support features aimed at deflecting support tickets, providing a comprehensive view of their capabilities, pricing, and integrations.
AI Customer Support Features
HubSpot and My AskAI both offer AI customer support features, whereas Help Scout does not. HubSpot provides AI tools designed to assist support agents, such as AI-driven conversation analytics and an AI email assistant. My AskAI similarly offers AI features for support agents, including conversation analytics and an AI email assistant, making it a robust option for companies looking to enhance their support with AI.
Pricing
Pricing for AI customer support varies significantly among the three platforms. HubSpot's pricing is available on a per-quote basis (POA), which can make cost estimation challenging. Help Scout charges $765 per 1,000 tickets/chats, while My AskAI offers a more competitive rate of $99 per 1,000 tickets/chats. This makes My AskAI a cost-effective solution for businesses looking to scale their AI support capabilities.
Usage Tiers
HubSpot's Service Hub Professional and Enterprise plans cap at 5,000 snippets, while Help Scout provides unlimited usage across all its plans. My AskAI offers tiered plans with the Essentials plan allowing 200 conversations per month, the Pro plan allowing 1,000 conversations per month, and the Enterprise plan offering unlimited conversations. Additional usage beyond these limits is charged at $0.10 per conversation, providing flexibility for growing businesses.
Human Handover and Conversation Analytics
Both HubSpot and My AskAI support human handover, enabling seamless transitions between AI and human agents. They also offer conversation analytics and insights, allowing businesses to monitor and optimize their support interactions. Help Scout lacks these AI-driven features.
AI Email Assistant and Lead Capture
HubSpot and My AskAI both include an AI email assistant, which can streamline email responses and improve efficiency. All three platforms—HubSpot, Help Scout, and My AskAI—offer email lead capture features, aiding in customer acquisition and engagement.
Content Limits
HubSpot’s Service Hub Professional and Enterprise plans allow up to 5,000 documents per account. Help Scout provides unlimited content across all plans. My AskAI offers unlimited webpages and documents across all its plans, with the added benefit of automatic updates, ensuring content remains current and relevant.
Chatbots and Hosted Help Centers
HubSpot offers a chatbot flow builder and hosted help centers, features not available in Help Scout or My AskAI. My AskAI focuses on providing versatile chatbot modes (public and private) and does not include a hosted help center.
Integrations
My AskAI excels in content and end-user integrations. It supports a wide range of content sources such as Google Drive, Notion, Confluence, and many more. For end-user integrations, it connects with platforms like Zendesk, Intercom, HubSpot, Slack, and several others. HubSpot and Help Scout offer fewer integration options by comparison.
Compliance and Support
All three platforms are GDPR compliant. HubSpot and Help Scout are SOC-2 compliant, whereas My AskAI is not. In terms of support, HubSpot offers email, in-app chat, and phone support. Help Scout ensures consistent support across all plans. My AskAI provides tiered support, with higher plans receiving priority support and additional options like Slack and a success manager.
AI Models and API Access
HubSpot and Help Scout have not disclosed specific AI models, while My AskAI uses advanced models like GPT-4o, Claude, and Gemini, depending on the plan. All three platforms offer API access, facilitating integration with other tools and systems.
Conclusion
HubSpot, Help Scout, and My AskAI each have distinct strengths in AI customer support. HubSpot and My AskAI offer comprehensive AI features, with My AskAI providing a more cost-effective and flexible solution. Help Scout, while lacking in AI capabilities, offers robust traditional support features. My AskAI stands out with its competitive pricing, extensive integrations, and advanced AI models, making it a strong contender for businesses seeking to enhance their customer support with AI.
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