AI customer support agent features & capabilities compared: Intercom Fin AI vs. Chatfuel

Introduction

This analysis focuses on the AI customer support features of Intercom Fin AI, Chatfuel, and My AskAI. These platforms are designed to deflect support tickets and streamline customer interactions using AI. My AskAI can be integrated within Intercom Fin AI or Chatfuel, enhancing their capabilities.

AI Customer Support Features

All three platforms, Intercom Fin AI, Chatfuel, and My AskAI, offer robust AI customer support features. However, My AskAI stands out by also providing AI features specifically for support agents, a capability that Chatfuel lacks.

Pricing

Intercom Fin AI charges $495 per 1,000 tickets/chats, making it the most expensive option. Chatfuel is priced at $20 per 1,000 conversations, while My AskAI offers a middle-ground rate of $99 per 1,000 conversations. This makes My AskAI a cost-effective solution with more advanced features compared to Chatfuel.

Usage Tiers

Intercom Fin AI's pricing is based on features, while Chatfuel and My AskAI offer tiered plans. My AskAI provides clear usage tiers with Essentials, Pro, and Enterprise plans, and charges $0.10 per conversation beyond limits. Chatfuel's tiers are segmented by platform (FB, IG, and WhatsApp) and offer custom enterprise solutions.

Human Handover

All three platforms support human handover, ensuring that complex queries can be escalated to human agents seamlessly.

Conversation Analytics/Insights

Intercom Fin AI and My AskAI provide conversation analytics and insights, which are critical for understanding customer interactions and improving service. Chatfuel does not offer this feature, which could be a limitation for businesses looking for in-depth analytics.

AI Email Assistant

My AskAI is the only platform that includes an AI email assistant, offering additional support capabilities that neither Intercom Fin AI nor Chatfuel provide.

Email Lead Capture

All three platforms support email lead capture, helping businesses to gather and manage customer leads efficiently.

Content Limits

While Intercom Fin AI and Chatfuel do not specify content limits, My AskAI offers unlimited webpages and documents across all its plans, ensuring scalability and flexibility.

Number of Chatbots/Agents

Intercom Fin AI supports one chatbot/agent, while My AskAI offers one chatbot in its Essentials and Pro plans, with unlimited bots in the Enterprise plan. Chatfuel does not specify the number of chatbots it supports.

Hosted Help Centre

Intercom Fin AI provides a hosted help center, a feature absent in both Chatfuel and My AskAI.

Chatbot Flow Builder

Intercom Fin AI and Chatfuel include a chatbot flow builder, which is not available in My AskAI. This feature helps in designing and managing chatbot interactions.

Integrations (Content/Knowledge)

Intercom Fin AI integrates with websites, help centers, and PDF files. Chatfuel supports integrations with Google Sheets, ChatGPT, Stripe, Zapier, and JSON API. My AskAI offers extensive content/knowledge integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.

Integrations (End Users)

Intercom Fin AI and Chatfuel offer various end-user integrations. My AskAI supports a wide range of integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, and multiple chat platforms like WhatsApp, Instagram, Messenger, and X/Twitter via Intercom/Zendesk.

Compliance

All three platforms are GDPR compliant. However, only Intercom Fin AI is SOC-2 compliant, which may be a consideration for businesses with stringent security requirements.

Support

Support options vary across the platforms. Chatfuel offers personal account managers and bot-building services for its enterprise plans. My AskAI provides tiered support with Essentials offering web and email support, Pro adding priority web, email, and video support, and Enterprise including Slack and a success manager.

AI Models Available

Intercom Fin AI and My AskAI both utilize GPT-4o. My AskAI's Enterprise plan also offers access to Claude and Gemini models, providing more flexibility. Chatfuel uses ChatGPT but does not specify the version.

API Access

All three platforms offer API access, enabling businesses to integrate their AI customer support with other systems and tools.

Conclusion

Intercom Fin AI, Chatfuel, and My AskAI each offer unique features and pricing structures for AI customer support. My AskAI stands out with its comprehensive AI capabilities for both customer support and support agents, cost-effective pricing, extensive integrations, and advanced features like an AI email assistant.