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

Intercom Fin AI vs. Drift vs. My AskAI

AI Customer Support Features

Intercom Fin AI, Drift, and My AskAI all offer robust AI customer support features aimed at deflecting support tickets. Each platform provides automated responses to common queries, reducing the workload on human agents.

AI Features for Support Agents

Intercom Fin AI and My AskAI both offer AI features specifically designed to assist support agents. These tools can help agents respond more efficiently to customer inquiries. Drift, on the other hand, does not offer AI features for support agents, focusing more on direct customer interactions.

Pricing

Intercom Fin AI charges $495 per 1,000 tickets/chats, while My AskAI offers a more cost-effective solution at $99 per 1,000 tickets/chats. Drift's pricing is available on request (POA), making it less transparent compared to its competitors.

Usage Tiers

Intercom Fin AI's usage tiers are based on features, while My AskAI provides clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (Unlimited). Additional conversations beyond the limits are charged at $0.10 per conversation. Drift does not provide detailed usage tiers.

Human Handover

All three platforms—Intercom Fin AI, Drift, and My AskAI—support human handover, ensuring that complex queries can be escalated to human agents when necessary.

Conversation Analytics/Insights

Intercom Fin AI and My AskAI offer conversation analytics and insights, providing valuable data for improving customer support processes. Drift lacks this feature, which could be a drawback for businesses looking for in-depth analytics.

AI Email Assistant

My AskAI stands out by offering an AI email assistant, a feature not available in Intercom Fin AI or Drift. This allows for automated responses and email management, enhancing overall customer support efficiency.

Email Lead Capture

All three platforms—Intercom Fin AI, Drift, and My AskAI—support email lead capture, helping businesses gather potential customer information for follow-ups.

Pricing Pages

For detailed pricing, you can visit the respective pricing pages of Intercom Fin AI, Drift, and My AskAI.

Content Limits

My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates. Intercom Fin AI and Drift do not provide specific information on content limits.

Number of Chatbots/Agents

My AskAI provides one chatbot with two modes (public and private) in its Essentials and Pro tiers, and unlimited chatbots in its Enterprise tier. Intercom Fin AI offers one chatbot/agent, while Drift does not specify the number of chatbots/agents.

Hosted Help Centre

Intercom Fin AI offers a hosted help center, a feature not available in Drift or My AskAI. This can be beneficial for businesses looking to provide a centralized knowledge base for their customers.

Chatbot Flow Builder

Both Intercom Fin AI and Drift offer a chatbot flow builder, allowing businesses to create custom chatbot interactions. My AskAI does not include this feature.

Integrations (Content/Knowledge)

Intercom Fin AI integrates with websites, help centers, and files (PDF). Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. My AskAI offers extensive integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.

Integrations (End Users)

My AskAI supports a wide range of end-user integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, and various chat platforms. Intercom Fin AI and Drift also offer multiple integrations, which can be explored through their respective marketplaces.

GDPR and SOC-2 Compliance

All three platforms are GDPR compliant. Intercom Fin AI and Drift are SOC-2 compliant, while My AskAI is not.

Support

Drift offers detailed support tiers including Premium, Advanced, and Enterprise options with varying levels of customer support. My AskAI provides Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, Success manager) support. Information on Intercom Fin AI's support options is not provided.

AI Models Available

Intercom Fin AI and My AskAI both utilize GPT-4o models. My AskAI also offers additional models like Claude and Gemini in its Enterprise tier. Drift uses fine-tuned OpenAI models.

API Access

All three platforms—Intercom Fin AI, Drift, and My AskAI—offer API access, allowing for custom integrations and extended functionalities.

Conclusion

Each platform—Intercom Fin AI, Drift, and My AskAI—has unique features and capabilities tailored for AI customer support. My AskAI stands out with its cost-effective pricing, extensive integrations, and additional features like the AI email assistant, making it a strong contender in the market.