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

Introduction

This analysis focuses on the AI customer support features of three platforms: LiveChat, Ada, and My AskAI. These features are designed to deflect support tickets efficiently. My AskAI can be integrated within LiveChat or Ada, adding another layer of versatility.

AI Customer Support Features

All three platforms—LiveChat, Ada, and My AskAI—offer AI customer support features aimed at deflecting support tickets. This is a fundamental aspect of their service offerings, ensuring that customers can receive automated assistance.

AI Features for Support Agents

LiveChat and My AskAI provide AI features specifically designed for support agents, enhancing their efficiency. Ada does not explicitly mention such features, which may limit its utility in agent-assisted scenarios.

Pricing

When it comes to AI pricing per 1,000 tickets or chats, LiveChat is the most affordable at $52. My AskAI follows at $99, while Ada is the most expensive at $1,000. This significant price difference can be a deciding factor for businesses with high volumes of customer interactions.

Usage Tiers

LiveChat does not impose any usage limits, which can be advantageous for businesses with unpredictable or high volumes of interactions. My AskAI offers tiered usage plans, starting from Essentials (200 conversations/month) to Enterprise (unlimited conversations). Ada's usage tiers are not provided.

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 levels of customer satisfaction.

Conversation Analytics/Insights

Conversation analytics and insights are available across all three platforms. These tools help businesses understand customer interactions and improve their support strategies.

AI Email Assistant

Ada and My AskAI offer AI email assistants, while LiveChat does not. This feature can be particularly useful for automating email responses and handling email-based customer support efficiently.

Email Lead Capture

All three platforms—LiveChat, Ada, and My AskAI—support email lead capture. This functionality helps businesses collect and manage leads more effectively.

Pricing Pages

For detailed pricing information, you can visit the respective pricing pages:

• LiveChat pricing page
• Ada pricing page
• My AskAI pricing page

Content Limits

Ada has a content limit of 50,000 articles. My AskAI offers unlimited webpages and documents across all its plans, which are updated automatically. LiveChat does not provide specific information on content limits.

Number of Chatbots/Agents

LiveChat offers different agent limits based on the plan, from a single agent in the Starter plan to unlimited agents in higher-tier plans. My AskAI provides one chatbot with two modes (public and private) in the Essentials and Pro plans, and unlimited chatbots in the Enterprise plan. Ada's information on this feature is not provided.

Hosted Help Centre

LiveChat offers a hosted help center, which can be beneficial for providing centralized support resources. My AskAI does not offer this feature, and Ada does not provide information on it.

Chatbot Flow Builder

Both LiveChat and Ada include a chatbot flow builder, allowing businesses to create customized interaction flows. My AskAI does not have this feature, which may limit customization options.

Integrations (Content/Knowledge)

LiveChat integrates with various content sources like knowledge bases, product pages, and FAQs. Ada integrates with websites, Zendesk, Salesforce, and an API. My AskAI offers a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.

Integrations (End Users)

LiveChat and Ada have their respective app marketplaces for end-user integrations. My AskAI supports integrations with websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.

Compliance

Both LiveChat and My AskAI are GDPR compliant. SOC-2 compliance is not available for LiveChat and My AskAI, while Ada's compliance details are not provided.

Support

LiveChat offers comprehensive support, including a help center and 24/7/365 support across all plans. My AskAI provides tiered support, ranging from web and email support in the Essentials plan to Slack and a success manager in the Enterprise plan. Ada's support details are not provided.

AI Models Available

My AskAI uses advanced AI models, including GPT-4o, Claude, and Gemini, depending on the plan. LiveChat and Ada do not provide specific information on the AI models they use.

API Access

All three platforms—LiveChat, Ada, and My AskAI—offer API access, enabling businesses to integrate their AI customer support features with other systems and applications.

Conclusion

In summary, My AskAI stands out with its competitive pricing, extensive integrations, and advanced AI models. LiveChat is a cost-effective option with no usage limits and comprehensive support. Ada, while more expensive, offers unique features like an AI email assistant but lacks detailed information on several aspects.