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

Overview

This analysis compares the AI customer support features of Intercom Fin AI, LiveChat, and My AskAI. The focus is on understanding each platform's capabilities in deflecting support tickets through AI-driven solutions.

AI Customer Support Features

All three platforms, Intercom Fin AI, LiveChat, and My AskAI, offer AI customer support features designed to assist in deflecting support tickets. These features are aimed at improving customer experience and reducing the workload on human support agents.

AI Features for Support Agents

Intercom Fin AI, LiveChat, and My AskAI each provide AI capabilities specifically for support agents. These features help agents manage and resolve customer queries more efficiently by leveraging AI-driven insights and automation.

Pricing

Intercom Fin AI charges $495 per 1,000 tickets/chats, while LiveChat offers a more economical rate of $52. My AskAI is priced at $99 per 1,000 conversations. This makes My AskAI a middle-ground option in terms of cost, offering a balance between affordability and advanced features.

Usage Tiers

Intercom Fin AI's pricing is based on feature tiers, whereas LiveChat offers no usage limits. My AskAI provides three tiers: Essentials, Pro, and Enterprise, with specific conversation limits and a per-conversation charge beyond those limits. This tiered approach allows for scalability based on the needs of the business.

Human Handover

All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary. This feature is crucial for maintaining high customer satisfaction and resolving issues that require human intervention.

Conversation Analytics/Insights

Intercom Fin AI, LiveChat, and My AskAI all offer conversation analytics and insights. These tools provide valuable data on customer interactions, helping businesses refine their support strategies and improve overall service quality.

AI Email Assistant

Among the three, only My AskAI offers an AI Email Assistant. This feature can significantly enhance email support by automating responses and managing email queries more efficiently.

Email Lead Capture

All three platforms support email lead capture, allowing businesses to gather potential leads through automated interactions and follow-ups.

Content Limits

While Intercom Fin AI and LiveChat do not specify content limits, My AskAI provides unlimited content capabilities across all tiers. This includes automatic updates, ensuring that the AI is always working with the most current information.

Number of Chatbots/Agents

Intercom Fin AI supports one chatbot/agent, while LiveChat offers varying numbers based on the pricing plan. My AskAI allows for one chatbot with two modes (public and private) in the Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier.

Hosted Help Centre

Both Intercom Fin AI and LiveChat offer a hosted help center, whereas My AskAI does not. This feature can be beneficial for providing self-service options to customers.

Chatbot Flow Builder

Intercom Fin AI and LiveChat include a chatbot flow builder, which helps in designing and customizing the interaction flow. My AskAI does not offer this feature but compensates with other advanced capabilities.

Integrations (Content/Knowledge)

Intercom Fin AI integrates with websites, help centers, and files. LiveChat supports integrations with knowledge bases and product pages. My AskAI offers extensive integration options, including websites, various file types, and multiple third-party platforms like Google Drive, Notion, and Salesforce.

Integrations (End Users)

Intercom Fin AI and LiveChat have their respective marketplaces for integrations. My AskAI, however, supports a wide range of end-user integrations, including popular platforms like Zendesk, Intercom, Slack, and various social media channels via Intercom/Zendesk.

Compliance

All three platforms are GDPR compliant. Intercom Fin AI is also SOC-2 compliant, adding an extra layer of data security assurance.

Support

LiveChat provides 24/7/365 support across all its plans. My AskAI offers varying levels of support based on the tier, from web and email support in the Essentials plan to dedicated success managers in the Enterprise plan.

AI Models Available

Intercom Fin AI and My AskAI both utilize GPT-4o, with My AskAI offering additional options like Claude and Gemini in the Enterprise tier. LiveChat does not specify the AI models it uses.

API Access

API access is available across all three platforms, allowing for custom integrations and extended functionality.

Conclusion

Intercom Fin AI, LiveChat, and My AskAI all offer robust AI customer support features. My AskAI stands out with its unique offerings like the AI Email Assistant, extensive integration options, and flexible usage tiers, providing a versatile and scalable solution for businesses.