AI customer support agent features & capabilities compared:Intercom Fin AIvs. Ada
Intercom Fin AI and Ada are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Intercom Fin AI offers a competitive pricing model at $495 per 1,000 tickets/chats, with usage tiers based on features. It includes human handover capabilities, comprehensive analytics and insights, and email lead capture functionalities. However, it does not provide an AI email assistant, which may be a consideration for businesses that heavily rely on automated email responses.
On the other hand, Ada is priced at $1,000 per 1,000 tickets/chats, with no specified usage tiers. Like Intercom Fin AI, Ada supports human handover and provides detailed analytics and insights. Additionally, Ada includes an AI email assistant alongside email lead capture features, offering a more extensive set of tools for managing customer interactions via email. This broader feature set may justify its higher price point for companies needing robust email automation capabilities. Overall, both platforms offer strong AI-driven customer support solutions, with distinct differences in pricing and specific feature offerings.
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Full breakdown: All available features and pricing
| Feature | Intercom Fin AI | Ada | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | Not provided | Yes |
| AI Price Per 1,000 tickets/chats | $495 | $1,000 | $99 |
| Usage Tiers | Based on features | 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 | Yes | Yes |
| AI Email Assistant | No | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Intercom Fin AI pricing page | Ada pricing page | My AskAI pricing page |
| Content Limits | Not provided | 50,000 articles | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | 1 | 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 | Yes | No |
| Integrations (Content/Knowledge) | Websites (public and private) Help Center Files (PDF) | Websites (public) Zendesk Salesforce API | 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) | Intercom Fin AI marketplace / app store | Ada marketplace / app store | 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 | TBC | Yes |
| SOC-2 Compliant | Yes | TBC | No |
| Support | Not provided | TBC | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | TBC | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview of AI Customer Support Platforms
This analysis focuses on the AI customer support features of Intercom Fin AI, Ada, and My AskAI. These platforms aim to deflect support tickets by leveraging advanced AI capabilities.
AI Customer Support Features and Agent Support
Intercom Fin AI, Ada, and My AskAI all offer AI customer support features. However, only Intercom Fin AI and My AskAI provide AI features specifically designed to assist support agents.
Pricing
Intercom Fin AI charges $495 per 1,000 tickets/chats, while Ada's price is significantly higher at $1,000 for the same number of interactions. My AskAI offers a more affordable option at $99 per 1,000 tickets/chats.
Usage Tiers
Intercom Fin AI's usage tiers are based on features, whereas Ada does not provide detailed information on usage tiers. My AskAI offers clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Additional conversations beyond these limits are priced at $0.10 each.
Human Handover and Conversation Analytics
All three platforms support human handover and provide conversation analytics and insights, ensuring smooth transitions and valuable data for improving customer interactions.
AI Email Assistant
Intercom Fin AI does not offer an AI email assistant. In contrast, both Ada and My AskAI include this feature, enhancing their email handling capabilities.
Email Lead Capture
All three platforms support email lead capture, helping businesses gather potential customer information efficiently.
Content Limits
Ada has a content limit of 50,000 articles. Intercom Fin AI does not specify content limits. My AskAI provides unlimited content for all tiers, including webpages and documents, with automatic updates.
Number of Chatbots/Agents
Intercom Fin AI offers a single chatbot/agent, while Ada does not specify the number. My AskAI provides one chatbot with two modes (public and private) for Essentials and Pro tiers, and unlimited chatbots for the Enterprise tier.
Hosted Help Centre
Intercom Fin AI includes a hosted help center. Ada does not provide this feature. My AskAI does not offer a hosted help center either.
Chatbot Flow Builder
Intercom Fin AI and Ada both offer a chatbot flow builder. My AskAI does not include this feature.
Integrations (Content/Knowledge)
Intercom Fin AI integrates with websites, help centers, and PDF files. Ada supports public websites, Zendesk, Salesforce, and API integrations. My AskAI offers extensive integration options, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Intercom Fin AI and Ada have their respective marketplaces/app stores for end-user integrations. My AskAI supports a wide range of integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
Compliance
Intercom Fin AI and My AskAI are GDPR compliant. Intercom Fin AI is also SOC-2 compliant, while My AskAI is not. Ada's compliance details are not provided.
Support
Intercom Fin AI and Ada do not specify their support options. My AskAI offers tiered support: Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, Success manager).
AI Models Available
Intercom Fin AI and My AskAI both use GPT-4o. My AskAI's Enterprise tier also offers Claude and Gemini models. Ada's AI models are not specified.
API Access
All three platforms provide API access, allowing for custom integrations and extended functionality.
Conclusion
Intercom Fin AI, Ada, and My AskAI each offer robust AI customer support features. My AskAI stands out with its lower pricing, extensive integration options, and flexible usage tiers, making it a competitive choice in the market.
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