LiveChat and Drift are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. LiveChat offers its services at a price of $52 per 1,000 tickets or chats, with no usage limits, making it a potentially cost-effective solution for businesses with high volumes of customer interactions. Key features of LiveChat include the ability to hand over interactions to human agents seamlessly and robust analytics and insights to help businesses understand and improve their customer support operations. Additionally, LiveChat includes email lead capture functionality, though it does not offer an AI email assistant.
Drift, on the other hand, provides its AI customer support features with pricing available upon request (POA), and does not specify usage tiers. Similar to LiveChat, Drift supports human handover and includes email lead capture capabilities. However, it lacks built-in analytics and insights, which may limit businesses' ability to measure and refine their support strategies. Drift also does not offer an AI email assistant, aligning with LiveChat in this aspect. Overall, while both platforms aim to streamline customer support and reduce ticket volumes, they differ in their pricing transparency and the availability of analytical tools.
| Feature | LiveChat | Drift | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | $52 | POA | $99 |
| Usage Tiers | No usage limit | Not provided | 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 | No | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | LiveChat pricing page | Drift 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 | Starter - 1 agent Team - unlimited agents Business - unlimited agents Enterprise - based on contract | Not provided | 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 | FAQs Customer Interactions Product and Service Information Feedback Loops | 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 | Drift 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 | Premium - 12/5 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Advanced - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Enterprise - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | Fine-tuned OpenAI | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
This analysis compares the AI customer support features ofLiveChat,Drift, andMy AskAI. The primary focus is on AI capabilities aimed at deflecting support tickets. My AskAI can be integrated within LiveChat or Drift, providing additional features and benefits.
All three platforms offer AI customer support features. LiveChat and Drift provide basic AI support functionalities, while My AskAI enhances these capabilities with more advanced features and integrations.
LiveChat and My AskAI offer AI features specifically designed for support agents, such as conversation analytics and AI email assistants. Drift, however, does not provide AI features tailored for support agents, focusing more on customer interactions.
LiveChat charges $52 per 1,000 tickets/chats, while Drift's pricing is not publicly available and must be obtained on request. My AskAI charges $99 per 1,000 tickets/chats, offering transparent and tiered pricing plans. My AskAI's usage tiers include Essentials, Pro, and Enterprise, with different conversation limits and additional costs for exceeding those limits.
All three platforms support human handover, ensuring that complex customer queries can be escalated to a human agent when necessary.
Both LiveChat and My AskAI provide conversation analytics and insights to help improve customer support. Drift lacks this feature, making it less robust in terms of data-driven decision-making.
My AskAI stands out by offering an AI email assistant, a feature not available in either LiveChat or Drift. This assistant can automate email responses, further reducing support ticket volumes.
All three platforms support email lead capture, helping businesses gather potential customer information through AI-driven interactions.
My AskAI offers unlimited content limits across all its tiers, including webpages and documents. LiveChat and Drift do not provide specific information on content limits.
LiveChat offers different limits based on their pricing tiers, with higher plans allowing unlimited agents. Drift does not provide specific information on the number of chatbots or agents. My AskAI offers one chatbot in Essentials and Pro tiers, with unlimited chatbots in the Enterprise tier.
LiveChat provides a hosted help center, while Drift and My AskAI do not offer this feature, focusing instead on direct customer interactions.
Both LiveChat and Drift include a chatbot flow builder, allowing businesses to create custom interaction flows. My AskAI, however, does not offer a flow builder, relying on its advanced AI capabilities to handle conversations.
LiveChat integrates with various knowledge bases, product pages, and FAQs. Drift supports FAQs, customer interactions, product and service information, and feedback loops. My AskAI offers extensive integrations, including websites, multiple file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
LiveChat and Drift provide numerous integrations through their marketplaces. My AskAI offers direct integrations with websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ, Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
All three platforms are GDPR compliant. Drift is additionally SOC-2 compliant, while LiveChat and My AskAI are not.
LiveChat offers 24/7/365 support across all its plans, while Drift provides varying levels of support depending on the plan, including dedicated customer success managers and technical support. My AskAI offers web and email support for Essentials, priority web, email, and video support for Pro, and Slack and success manager support for Enterprise.
Drift uses fine-tuned models and OpenAI, while My AskAI provides access to GPT-4o across all tiers, with additional options for Claude and Gemini in the Enterprise tier. LiveChat does not specify the AI models it uses.
All three platforms offer API access, enabling businesses to integrate their AI customer support features with other systems and applications.
In summary, LiveChat, Drift, and My AskAI each offer unique AI customer support features. My AskAI stands out with its advanced AI capabilities, extensive integrations, and transparent pricing, making it a robust option for businesses looking to enhance their customer support.
