AI customer support agent features & capabilities compared: LiveChat vs. Conversica
LiveChat and Conversica are both AI customer support platforms designed to streamline customer interactions and deflect support tickets through automation. LiveChat offers a straightforward pricing model at $52 per 1,000 tickets or chats, with no usage limits, making it potentially more predictable for budgeting. It supports human handovers and provides analytics and insights, which can help businesses understand customer interactions and improve service. However, LiveChat does not include an AI email assistant but does offer email lead capture capabilities.
Conversica, on the other hand, operates on a price-on-application (POA) basis, with pricing dependent on consumption, which might offer more flexibility for businesses with varying support needs. Similar to LiveChat, Conversica supports human handovers and provides detailed analytics and insights. Additionally, Conversica includes an AI email assistant, enhancing its capability to handle email interactions autonomously, alongside email lead capture. This feature set positions Conversica as a potentially more comprehensive solution for businesses requiring advanced email handling capabilities in their AI customer support operations.
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Full breakdown: All available features and pricing
| Feature | LiveChat | Conversica | + 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 | $52 | POA | $99 |
| Usage Tiers | No usage limit | Based on consumption | 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 | LiveChat pricing page | [Conversica pricing page](Not provided) | My AskAI pricing page |
| Content Limits | Not provided | Based on consumption | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Starter - 1 agent Team - unlimited agents Business - unlimited agents Enterprise - based on contract |
Based on consumption | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Knowledge base Product pages Terms of service FAQs |
Company-specific data FAQs Customer service logs Product documentation and support content User behavior and feedback |
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) | LiveChat marketplace / app store | Conversica 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 | No | Yes | No |
| Support | Starter - Help Center, 24/7/365 Support Team - Help Center, 24/7/365 Support Business - Help Center, 24/7/365 Support Enterprise - Help Center, 24/7/365 Support |
Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
LiveChat vs. Conversica vs. My AskAI: AI Customer Support Features
AI Customer Support Features
All three platforms—LiveChat, Conversica, and My AskAI—offer AI customer support features aimed at deflecting support tickets. This makes them suitable for businesses looking to automate their customer service processes and reduce the workload on human agents.
AI Features for Support Agents
Each platform provides AI features designed to assist support agents. These features typically include automated responses, intelligent ticket routing, and other tools to improve agent efficiency and customer satisfaction.
Pricing
When it comes to pricing per 1,000 tickets or chats, LiveChat charges $52, whereas My AskAI charges $99. Conversica does not provide a fixed price and operates on a POA (Price on Application) basis, making it less transparent in comparison.
Usage Tiers
LiveChat offers no usage limits, making it potentially more cost-effective for high-volume users. Conversica bases its pricing on consumption, which can offer flexibility but may also lead to unpredictable costs. My AskAI offers tiered plans: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional $0.10 per conversation beyond these limits.
Human Handover
All three platforms support human handover, allowing complex queries to be transferred from the AI to a human agent seamlessly. This feature is crucial for maintaining high-quality customer support.
Conversation Analytics/Insights
LiveChat, Conversica, and My AskAI all provide conversation analytics and insights, helping businesses understand customer interactions and improve their support strategies.
AI Email Assistant
Conversica and My AskAI both offer AI email assistants, which can handle customer queries via email, further extending their automation capabilities. LiveChat does not offer this feature.
Email Lead Capture
All three platforms—LiveChat, Conversica, and My AskAI—provide email lead capture functionalities, aiding in the generation and management of potential customer leads.
Pricing Page Transparency
LiveChat and My AskAI offer transparent pricing pages available online. Conversica does not provide a detailed pricing page, which could make cost comparisons more challenging for potential customers.
Content Limits
My AskAI stands out by offering unlimited webpages and documents across all its tiers. The content limits for LiveChat are not specified, while Conversica bases its limits on consumption.
Number of Chatbots/Agents
LiveChat provides different plans with varying numbers of agents, from one agent in the Starter plan to unlimited agents in higher-tier plans. Conversica bases its offering on consumption, which can be flexible but less predictable. My AskAI offers one chatbot with two modes (public and private) in Essentials and Pro plans, and unlimited chatbots in the Enterprise plan.
Hosted Help Centre
LiveChat offers a hosted help center, a feature not available in Conversica or My AskAI. This can be useful for businesses looking to provide a self-service option for their customers.
Chatbot Flow Builder
Both LiveChat and Conversica include a chatbot flow builder, enabling businesses to design custom conversation flows. My AskAI does not offer this feature, focusing instead on its robust integration and AI capabilities.
Integrations (Content/Knowledge)
My AskAI supports a wide range of integrations, including websites, various file types, and numerous platforms like Google Drive, Notion, and SharePoint. LiveChat and Conversica also offer integrations but are more limited in their scope compared to My AskAI.
Integrations (End Users)
My AskAI provides extensive end-user integrations, including popular platforms like Zendesk, Intercom, Slack, and more. LiveChat and Conversica also offer integrations but may not match the breadth provided by My AskAI.
Compliance
All three platforms are GDPR compliant, ensuring they meet essential data protection standards. Conversica is also SOC-2 compliant, while LiveChat and My AskAI are not.
Support
LiveChat offers 24/7/365 support across all plans. My AskAI provides varying levels of support depending on the plan, ranging from web and email support in the Essentials plan to a dedicated success manager in the Enterprise plan. Conversica does not specify its support options.
AI Models Available
My AskAI offers advanced AI models like GPT-4o, Claude, and Gemini, depending on the plan. The AI models used by LiveChat and Conversica are not specified.
API Access
Both LiveChat and My AskAI offer API access, allowing for further customization and integration. Conversica does not provide information regarding API access.
In conclusion, each platform has its strengths and weaknesses. LiveChat is strong in agent support and unlimited usage, Conversica offers advanced email capabilities and compliance, while My AskAI excels in integration options and AI model offerings.
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