AI customer support agent features & capabilities compared: Intercom Fin AI vs. Zendesk AI
Intercom Fin AI and Zendesk AI are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Both platforms are priced at $495 per 1,000 tickets or chats and offer usage tiers based on features. They provide capabilities for human handover and analytics/insights, ensuring that complex queries can be escalated to human agents and performance can be monitored and analyzed effectively.
A key differentiator between the two is the inclusion of an AI email assistant. Zendesk AI offers this feature, allowing for automated email responses and management, which can further streamline customer support operations. Intercom Fin AI, however, does not include an AI email assistant but does offer email lead capture, similar to Zendesk AI, enabling businesses to gather potential customer information through email interactions. This distinction in features may influence a company's choice based on their specific needs for email automation and lead generation.
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Full breakdown: All available features and pricing
| Feature | Intercom Fin AI | Zendesk 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 | $495 | $99 |
| Usage Tiers | Based on features | Based on features | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | Yes | Yes |
| Conversation Analytics/Insights | Yes | Yes | Yes |
| AI Email Assistant | No | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Intercom Fin AI pricing page | Zendesk AI pricing page | My AskAI pricing page |
| Content Limits | Not provided | TBC | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | 1 | 1 | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Websites (public and private) Help Center Files (PDF) |
Help Center | 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 | Zendesk AI marketplace / app store | 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 | Yes | Yes |
| SOC-2 Compliant | Yes | Yes | No |
| Support | Not provided | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Intercom Fin AI vs. Zendesk AI vs. My AskAI
AI Customer Support Features
All three platforms—Intercom Fin AI, Zendesk AI, and My AskAI—offer robust AI customer support features aimed at deflecting support tickets and improving customer service efficiency. These features are designed to help businesses manage and streamline their customer support operations effectively.
AI Features for Support Agents
Intercom Fin AI, Zendesk AI, and My AskAI all provide AI features for support agents, enhancing their ability to handle customer interactions more efficiently. These tools help agents by automating routine tasks and offering intelligent suggestions.
Pricing
Intercom Fin AI and Zendesk AI both price their AI services at $495 per 1,000 tickets or chats. In contrast, My AskAI offers a more cost-effective solution at $99 per 1,000 tickets or chats, making it a budget-friendly option for businesses.
Usage Tiers
Intercom Fin AI and Zendesk AI base their pricing on feature sets. My AskAI, however, offers clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Additional conversations are priced at $0.10 each beyond the set limits.
Human Handover
All three platforms support human handover, ensuring a seamless transition from AI to human agents when necessary. This feature is crucial for handling complex customer queries that require human intervention.
Conversation Analytics/Insights
Intercom Fin AI, Zendesk AI, and My AskAI all provide conversation analytics and insights. These tools help businesses understand customer interactions better and make data-driven decisions to improve their support services.
AI Email Assistant
Zendesk AI and My AskAI both offer AI email assistants, a feature absent in Intercom Fin AI. This functionality can significantly enhance email support by automating responses and managing email queries efficiently.
Email Lead Capture
All three platforms—Intercom Fin AI, Zendesk AI, and My AskAI—include email lead capture capabilities, enabling businesses to gather and manage leads effectively through email interactions.
Content Limits
Intercom Fin AI and Zendesk AI do not explicitly provide content limits. My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates, providing flexibility and scalability for businesses.
Number of Chatbots/Agents
Intercom Fin AI and Zendesk AI typically support one chatbot or agent. My AskAI offers different levels: Essentials and Pro tiers support one chatbot with two modes (public and private), while the Enterprise tier supports unlimited chatbots.
Hosted Help Centre
Both Intercom Fin AI and Zendesk AI offer hosted help centers. My AskAI does not provide this feature, focusing instead on integration with existing platforms and content sources.
Chatbot Flow Builder
Intercom Fin AI and Zendesk AI include chatbot flow builders, allowing businesses to design and customize their chatbot interactions. My AskAI does not offer a flow builder but focuses on straightforward AI integration and functionality.
Integrations (Content/Knowledge)
Intercom Fin AI integrates with websites, help centers, and files (PDF). Zendesk AI integrates with help centers. My AskAI offers extensive integrations, including websites, multiple file types, and various third-party platforms like Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Intercom Fin AI and Zendesk AI have their respective app stores for integrations. My AskAI supports a wide range of end-user integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter via Intercom/Zendesk.
Compliance
All three platforms are GDPR compliant. Intercom Fin AI and Zendesk AI are also SOC-2 compliant, whereas My AskAI does not have SOC-2 compliance.
Support
Support details for Intercom Fin AI and Zendesk AI are not provided. My AskAI offers tiered support: Essentials provides web and email support, Pro includes priority web, email, and video support, and Enterprise offers Slack support and a dedicated success manager.
AI Models Available
Intercom Fin AI and Zendesk AI use GPT-4o models. My AskAI supports GPT-4o across all tiers, with the Enterprise tier also offering Claude and Gemini models, providing more options for advanced AI capabilities.
API Access
All three platforms—Intercom Fin AI, Zendesk AI, and My AskAI—offer API access, enabling businesses to integrate and customize their AI customer support solutions according to their specific needs.
Compare Intercom Fin AI with other AI support agents
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