AI customer support agent features & capabilities compared: Intercom Fin AI vs. Salesforce AI
Intercom Fin AI and Salesforce AI are prominent AI customer support platforms designed to streamline and enhance customer service operations. Intercom Fin AI offers a competitive pricing model at $495 per 1,000 tickets or chats and provides a tiered usage system based on features. Key capabilities include human handover, advanced analytics and insights, and email lead capture, although it lacks an AI email assistant feature. This makes Intercom Fin AI a versatile option for businesses looking for a cost-effective solution with comprehensive support functionalities.
On the other hand, Salesforce AI charges a significantly higher rate of $2,000 per 1,000 tickets or chats. However, the available data does not specify additional features such as usage tiers, human handover, analytics, AI email assistant, or email lead capture. This lack of detailed information makes it challenging to fully assess Salesforce AI's capabilities in comparison to Intercom Fin AI. Given the pricing and the unspecified range of features, businesses may need to conduct further research to determine the value proposition offered by Salesforce AI in the context of AI-driven customer support.
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Full breakdown: All available features and pricing
| Feature | Intercom Fin AI | Salesforce AI | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $495 | $2,000 | $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 | Not provided | Yes |
| Conversation Analytics/Insights | Yes | Not provided | Yes |
| AI Email Assistant | No | Not provided | Yes |
| Email Lead Capture | Yes | Not provided | Yes |
| Pricing Page | Intercom Fin AI pricing page | Salesforce AI pricing page | My AskAI pricing page |
| Content Limits | Not provided | Not provided | 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 | Not provided | No |
| Integrations (Content/Knowledge) | Websites (public and private) Help Center Files (PDF) |
Not provided | 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 | Not provided | 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 | Not provided | Yes |
| SOC-2 Compliant | Yes | Not provided | No |
| Support | Not provided | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | IBM Watson | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
Intercom Fin AI vs. Salesforce AI vs. My AskAI: AI Customer Support Features
Overview
Intercom Fin AI, Salesforce AI, and My AskAI are AI customer support platforms designed to deflect support tickets by providing automated responses and support features. This analysis focuses specifically on their AI customer support offerings.
AI Customer Support Features
All three platforms offer AI customer support features aimed at improving customer interaction and reducing the workload on human agents. They also provide AI features specifically for support agents, enhancing their ability to manage customer inquiries efficiently.
Pricing
Intercom Fin AI is priced at $495 per 1,000 tickets/chats, while Salesforce AI is significantly higher at $2,000 for the same volume. My AskAI stands out with a much lower cost of $99 per 1,000 tickets/chats, making it a more cost-effective solution.
Usage Tiers
Intercom Fin AI's pricing is based on features, whereas Salesforce AI does not provide detailed 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 charged at $0.10 each.
Human Handover
Both Intercom Fin AI and My AskAI support human handover, ensuring that complex queries can be escalated to human agents. Salesforce AI does not provide information on this feature.
Conversation Analytics/Insights
Intercom Fin AI and My AskAI offer conversation analytics and insights, enabling businesses to gain valuable data on customer interactions. Salesforce AI does not provide details on this feature.
AI Email Assistant
My AskAI includes an AI email assistant, a feature not available in Intercom Fin AI or Salesforce AI. This can be particularly useful for automating responses to email inquiries.
Email Lead Capture
Intercom Fin AI and My AskAI both offer email lead capture capabilities, which can help in converting inquiries into potential sales leads. Salesforce AI does not provide information on this feature.
Content Limits
My AskAI provides unlimited content limits across all tiers, including webpages and documents, which are updated automatically. Neither Intercom Fin AI nor Salesforce AI provide details on content limits.
Number of Chatbots/Agents
My AskAI offers different numbers of chatbots/agents based on the tier: Essentials and Pro tiers include one chatbot with two modes (public and private), while the Enterprise tier offers unlimited chatbots. Intercom Fin AI supports one chatbot, and Salesforce AI does not provide information on this aspect.
Hosted Help Centre and Chatbot Flow Builder
Intercom Fin AI includes a hosted help center and chatbot flow builder, features not available in My AskAI. Salesforce AI does not provide details on these features.
Integrations (Content/Knowledge)
Intercom Fin AI integrates with websites, help centers, and PDF files. My AskAI offers a broader range of integrations, including various file types (PDF, Docx, txt, etc.), and platforms like Google Drive, Notion, Confluence, SharePoint, and more. Salesforce AI does not provide information on content/knowledge integrations.
Integrations (End Users)
Intercom Fin AI has a marketplace/app store for integrations. My AskAI supports a wide range of end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, and more. Salesforce AI does not provide details on end-user integrations.
Compliance
Both Intercom Fin AI and My AskAI are GDPR compliant. Intercom Fin AI is also SOC-2 compliant, whereas My AskAI is not. Salesforce AI does not provide information on compliance.
Support
My AskAI offers tiered support: Essentials tier includes web and email support, Pro tier adds priority web, email, and video support, and the Enterprise tier includes Slack and a dedicated success manager. Intercom Fin AI and Salesforce AI do not provide details on their support options.
AI Models Available
Intercom Fin AI uses GPT-4o, while Salesforce AI leverages IBM Watson. My AskAI offers flexibility with multiple AI models: GPT-4o for Essentials and Pro tiers, and the option to choose between GPT-4o, Claude, or Gemini for the Enterprise tier.
API Access
Both Intercom Fin AI and My AskAI provide API access, ensuring that businesses can integrate these platforms with their existing systems. Salesforce AI does not provide information on API access.
Conclusion
Intercom Fin AI and Salesforce AI offer robust AI customer support features, but My AskAI stands out with its comprehensive and cost-effective offerings, flexible usage tiers, extensive integrations, and additional features such as the AI email assistant.
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“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
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