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

Overview of AI Customer Support Platforms

This analysis focuses on the AI customer support features of three platforms: LiveChat, Crisp, and My AskAI. These platforms are designed to deflect support tickets using AI-driven solutions.

AI Customer Support Features

All three platforms—LiveChat, Crisp, and My AskAI—offer AI customer support features. These features are aimed at automating responses, reducing the workload on human agents, and improving customer satisfaction.

AI Features for Support Agents

LiveChat, Crisp, and My AskAI all provide AI features specifically designed to assist support agents. These features typically include automated suggestions, response templates, and real-time assistance during live interactions.

Pricing for AI Features

LiveChat charges $52 per 1,000 tickets or chats, which is a straightforward pricing model. Crisp's pricing is provided on application (POA), making it less transparent. My AskAI charges $99 per 1,000 tickets or chats, positioning itself at a higher price point but potentially offering more advanced features.

Usage Tiers

LiveChat does not impose any usage limits across its plans. Crisp also offers unlimited usage across its Basic, Pro, and Unlimited plans. My AskAI, however, has defined usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Additional conversations beyond the limits are charged at $0.10 each.

Human Handover

All three platforms—LiveChat, Crisp, and My AskAI—support human handover, ensuring that complex queries can be escalated to human agents when necessary.

Conversation Analytics and Insights

LiveChat, Crisp, and My AskAI all offer conversation analytics and insights. These features help businesses understand customer interactions and improve their support strategies.

AI Email Assistant

My AskAI stands out by offering an AI email assistant, a feature not available in LiveChat or Crisp. This functionality can automate email responses, further reducing the workload on human agents.

Email Lead Capture

All three platforms—LiveChat, Crisp, and My AskAI—offer email lead capture, allowing businesses to collect customer information for follow-up and marketing purposes.

Content Limits

LiveChat and Crisp do not provide specific content limits. My AskAI offers unlimited webpages and documents across all its plans, with automatic updates, ensuring that the AI has access to the most current information.

Number of Chatbots/Agents

LiveChat's Starter plan includes one agent, while higher-tier plans offer unlimited agents. Crisp does not specify limits on the number of agents. My AskAI's Essentials and Pro plans include one chatbot with two modes (public and private), while the Enterprise plan offers unlimited chatbots.

Hosted Help Centre

Both LiveChat and Crisp provide a hosted help center, a feature not available in My AskAI. This can be useful for businesses looking to offer a centralized knowledge base to their customers.

Chatbot Flow Builder

LiveChat and Crisp include a chatbot flow builder, allowing businesses to create custom interaction flows. My AskAI does not offer this feature, focusing instead on its robust AI capabilities.

Integrations (Content/Knowledge)

LiveChat integrates with various knowledge bases and product pages. Crisp offers integrations with multiple e-commerce and content management platforms. My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, and more.

Integrations (End Users)

LiveChat and Crisp have extensive marketplaces for end-user integrations. My AskAI offers integrations with popular platforms like Zendesk, Intercom, HubSpot, Slack, and more, making it highly versatile.

Compliance and Support

All three platforms are GDPR compliant but do not have SOC-2 compliance. In terms of support, LiveChat offers 24/7/365 support across all plans. Crisp provides chat and email support across its plans. My AskAI offers different levels of support, including priority web, email, video support, and a dedicated success manager for its Enterprise plan.

AI Models Available

LiveChat and Crisp do not specify the AI models they use. My AskAI uses GPT-4o across its Essentials and Pro plans, with additional options like Claude and Gemini available for Enterprise users.

API Access

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

Conclusion

LiveChat, Crisp, and My AskAI all offer robust AI customer support features, but they differ in pricing, usage limits, and specific functionalities. My AskAI distinguishes itself with its AI email assistant, extensive integrations, and flexible AI model options, making it a comprehensive solution for businesses looking to enhance their customer support capabilities.