AI customer support agent features & capabilities compared:HubSpotvs. Salesforce AI
HubSpot's AI customer support platform, integrated within its Service Hub Professional and Enterprise tiers, offers a comprehensive suite of features aimed at deflecting support tickets. Key functionalities include an AI email assistant and email lead capture, both designed to streamline customer interactions and improve efficiency. HubSpot also provides robust analytics and insights, allowing businesses to monitor and enhance their customer support performance. Although pricing is provided on application (POA), the platform supports human handover, ensuring seamless transitions between automated and human support.
Salesforce AI, on the other hand, offers its AI customer support capabilities at a cost of $2,000 per 1,000 tickets or chats. Specific details regarding usage tiers, human handover, analytics, and additional AI features are not provided. This pricing model suggests a potentially higher cost structure compared to HubSpot, but without further details on the feature set, a direct comparison is challenging. Both platforms aim to reduce the burden on human support teams through automation, though HubSpot provides a more transparent overview of its capabilities and integrations.
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Full breakdown: All available features and pricing
| Feature | HubSpot | Salesforce AI | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | Yes | Yes |
| AI Price Per 1,000 tickets/chats | POA | $2,000 | $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 | Not provided | Yes |
| Conversation Analytics/Insights | Yes | Not provided | Yes |
| AI Email Assistant | Yes | Not provided | Yes |
| Email Lead Capture | Yes | Not provided | Yes |
| Pricing Page | HubSpot pricing page | Salesforce AI 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 | Not provided | No |
| Chatbot Flow Builder | Yes | Not provided | 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 | Not provided | 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 | Not provided | Yes |
| SOC-2 Compliant | Yes | Not provided | No |
| Support | Email, in-app chat, and phone support | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | IBM Watson | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
Introduction
This analysis focuses on the AI customer support features offered by HubSpot, Salesforce AI, and My AskAI. These features are designed to deflect support tickets and streamline customer interactions. My AskAI can be integrated within both HubSpot and Salesforce AI, offering additional functionalities.
Offers AI Customer Support Features
All three platforms, HubSpot, Salesforce AI, and My AskAI, provide AI customer support features. These features are aimed at improving customer service efficiency and reducing the workload on human agents.
Offers AI Features for Support Agents
Each platform also offers AI features specifically designed to assist support agents. These features help agents respond more quickly and accurately to customer inquiries.
AI Price Per 1,000 Tickets/Chats
Pricing is a significant differentiator. HubSpot's AI pricing is provided on application, while Salesforce AI charges $2,000 per 1,000 tickets/chats. My AskAI offers a much more affordable rate at $99 per 1,000 tickets/chats, making it a cost-effective option.
Usage Tiers
HubSpot's Service Hub Professional and Enterprise tiers allow up to 5,000 snippets. Salesforce AI does not provide specific usage tiers. My AskAI offers three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Any usage beyond these limits is charged at $0.10 per conversation.
Human Handover
Both HubSpot and My AskAI support human handover, ensuring that complex queries can be escalated to human agents. Information about this feature in Salesforce AI is not provided.
Conversation Analytics/Insights
HubSpot and My AskAI offer conversation analytics and insights, which help businesses understand customer interactions better. Salesforce AI does not provide information on this feature.
AI Email Assistant
All three platforms include an AI email assistant to help manage and respond to email inquiries efficiently.
Email Lead Capture
HubSpot and My AskAI both offer email lead capture features. Information about this feature in Salesforce AI is not provided.
Content Limits
HubSpot's Service Hub Professional and Enterprise tiers allow up to 5,000 documents per account. My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates. Salesforce AI does not provide details on content limits.
Number of Chatbots/Agents
HubSpot's Marketing Hub Professional and Enterprise tiers offer 3 and 5 seats, respectively. My AskAI provides 1 chatbot with two modes (public and private) in the Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier. Salesforce AI does not provide this information.
Hosted Help Centre
HubSpot includes a hosted help center, while My AskAI does not offer this feature. Information about this feature in Salesforce AI is not provided.
Chatbot Flow Builder
HubSpot offers a chatbot flow builder, whereas My AskAI does not. Salesforce AI does not provide information on this feature.
Integrations (Content/Knowledge)
My AskAI supports a wide range of integrations for content and knowledge, including websites, various file types, Google Drive, Notion, and more. HubSpot and Salesforce AI do not provide specific information on content/knowledge integrations.
Integrations (End Users)
HubSpot integrates with Facebook, WhatsApp, and Messenger. My AskAI offers a broader range of integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, and more. Salesforce AI does not provide details on end-user integrations.
GDPR and SOC-2 Compliance
Both HubSpot and My AskAI are GDPR compliant. HubSpot is also SOC-2 compliant, while My AskAI is not. Information about compliance for Salesforce AI is not provided.
Support
HubSpot offers email, in-app chat, and phone support. My AskAI provides varying levels of support depending on the tier: web and email support for Essentials, priority web, email, and video support for Pro, and Slack and Success Manager support for Enterprise. Salesforce AI does not provide details on support options.
AI Models Available
HubSpot has not provided details on the AI models used. Salesforce AI utilizes IBM Watson. My AskAI offers GPT-4o across all tiers, with additional options like Claude and Gemini available in the Enterprise tier.
API Access
Both HubSpot and My AskAI offer API access. Information about API access in Salesforce AI is not provided.
Conclusion
In summary, while HubSpot and Salesforce AI offer robust AI customer support features, My AskAI presents a cost-effective and highly integrative alternative with extensive support options and flexible usage tiers.
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