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

AI Customer Support Platforms: Intercom Fin AI vs. Help Scout vs. My AskAI

AI Customer Support Features

Intercom Fin AI and My AskAI both offer AI customer support features aimed at deflecting support tickets, whereas Help Scout does not provide AI-specific customer support features. This positions My AskAI and Intercom Fin AI as more advanced solutions in terms of AI capabilities for customer support.

AI Features for Support Agents

Both Intercom Fin AI and My AskAI offer AI features specifically designed to assist support agents, such as automated responses and intelligent ticket routing. Help Scout lacks these AI features, making it less competitive in this particular aspect.

Pricing

When comparing the AI price per 1,000 tickets/chats, My AskAI is the most cost-effective at $99, followed by Intercom Fin AI at $495, and Help Scout at $765. This significant difference in pricing makes My AskAI a more attractive option for cost-conscious businesses.

Usage Tiers

Intercom Fin AI's pricing is based on features, while Help Scout offers three tiers (Standard, Plus, Pro) with no usage limits. My AskAI provides a more granular approach with three tiers (Essentials, Pro, Enterprise) and charges $0.10 per conversation beyond the limits. This flexibility can be beneficial for businesses with varying usage needs.

Human Handover

Both Intercom Fin AI and My AskAI support human handover, ensuring that complex queries can be escalated to human agents when needed. Help Scout does not offer this feature, which may limit its effectiveness in handling more complicated customer interactions.

Conversation Analytics/Insights

Intercom Fin AI and My AskAI both provide conversation analytics and insights, which are crucial for understanding customer interactions and improving service quality. Help Scout lacks this feature, potentially leaving a gap in performance analysis.

AI Email Assistant

My AskAI stands out by offering an AI email assistant, a feature absent in both Intercom Fin AI and Help Scout. This can significantly streamline email communications and enhance productivity.

Email Lead Capture

All three platforms, Intercom Fin AI, Help Scout, and My AskAI, offer email lead capture capabilities, ensuring that potential customer leads are not missed.

Content Limits

Help Scout offers no content limits across its tiers, while My AskAI provides unlimited webpages and documents across all plans, with automatic updates. Intercom Fin AI does not specify content limits, making it less transparent in this regard.

Number of Chatbots/Agents

My AskAI offers a structured approach with one chatbot/agent in Essentials and Pro plans, and unlimited in the Enterprise plan. Intercom Fin AI provides one chatbot/agent, but Help Scout does not specify the number of chatbots/agents available.

Hosted Help Centre

Both Intercom Fin AI and Help Scout offer a hosted help centre, whereas My AskAI does not. This could be a consideration for businesses looking for an all-in-one solution.

Chatbot Flow Builder

Intercom Fin AI includes a chatbot flow builder, which is absent in both Help Scout and My AskAI. This feature allows for more customized and complex chatbot interactions.

Integrations (Content/Knowledge)

My AskAI supports a wide range of integrations, including websites, various file types, and platforms like Google Drive, Notion, and Confluence. Intercom Fin AI offers integrations with websites and help centers, while Help Scout's integrations are not specified.

Integrations (End Users)

My AskAI offers extensive end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, and Slack. Intercom Fin AI also provides a marketplace/app store for integrations, while Help Scout lists integrations with e-commerce platforms like Shopify and Wix.

Compliance

All three platforms are GDPR compliant. Intercom Fin AI and Help Scout are also SOC-2 compliant, whereas My AskAI is not, which could be a consideration for businesses with stringent compliance requirements.

Support

Support levels vary, with My AskAI offering tiered support ranging from web and email to priority support and dedicated success managers. Help Scout provides consistent support across all plans, while Intercom Fin AI’s support details are not specified.

AI Models Available

My AskAI uses GPT-4o across all plans, with additional options for Claude and Gemini in the Enterprise plan. Intercom Fin AI also uses GPT-4o, while Help Scout's AI features are powered by OpenAI's API service.

API Access

All three platforms offer API access, enabling businesses to integrate their systems and customize their AI solutions as needed.

Conclusion

In summary, My AskAI offers a comprehensive and cost-effective AI customer support solution with unique features like an AI email assistant and extensive integrations. Intercom Fin AI also provides robust AI capabilities and integrations, while Help Scout, lacking AI features, may not be as competitive in this specific market segment.