LiveChat and Help Scout are AI customer support platforms designed to deflect support tickets and streamline customer service operations. LiveChat offers a cost-effective solution at $52 per 1,000 tickets/chats with no usage limits. Key features include human handover capabilities, allowing seamless transitions from AI to human agents, and comprehensive analytics and insights to optimize support strategies. Additionally, LiveChat supports email lead capture, though it lacks an AI email assistant feature.
In contrast, Help Scout is positioned at a significantly higher price point of $765 per 1,000 tickets/chats, also with no usage limits across its Standard, Plus, and Pro tiers. Unlike LiveChat, Help Scout does not offer human handover or analytics/insights features. However, it does provide email lead capture, similar to LiveChat. Both platforms aim to enhance customer support efficiency, but their differing feature sets and pricing highlight distinct approaches to AI-driven customer service.
| Feature | LiveChat | Help Scout | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | No | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | $52 | $765 | $99 |
| Usage Tiers | No usage limit | Standard - no usage limit Plus - no usage limit Pro - no usage limit | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | No | Yes |
| Conversation Analytics/Insights | Yes | No | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | LiveChat pricing page | Help Scout pricing page | My AskAI pricing page |
| Content Limits | Not provided | Standard - no content limit Plus - no content limit Pro - no content limit | 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 | Yes | No |
| Chatbot Flow Builder | Yes | No | No |
| Integrations (Content/Knowledge) | Knowledge base Product pages Terms of service FAQs | Not provided | 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 | Shopify Weebly Squarespace Wix Webflow | 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 | Support levels are consistent across plans, with all customers receiving timely and effective assistance. | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Not provided | AI Assist and AI Answers are powered by OpenAI's API service | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
This analysis focuses on the AI customer support features offered byLiveChat,Help Scout, andMy AskAI, particularly in terms of deflecting support tickets. Each platform has unique features and pricing structures that cater to different business needs.
LiveChatandMy AskAIboth offer AI customer support features, whileHelp Scoutdoes not provide any AI-based customer support functionalities. This gives LiveChat and My AskAI an edge in automating and enhancing customer interactions.
Similarly, LiveChat and My AskAI provide AI features specifically designed to assist support agents, whereas Help Scout lacks these capabilities. This can significantly improve the efficiency and performance of support teams using LiveChat or My AskAI.
When it comes to the cost of AI services, LiveChat charges $52 per 1,000 tickets/chats, while My AskAI is priced at $99 for the same volume. Help Scout's AI pricing is significantly higher at $765 per 1,000 tickets/chats. My AskAI offers various usage tiers, starting with Essentials at 200 conversations per month and going up to Enterprise with unlimited conversations.
Both LiveChat and My AskAI support human handover, allowing seamless transition from AI to human agents when necessary. Help Scout does not offer this feature, which could be a limitation for businesses requiring human intervention in complex scenarios.
LiveChat and My AskAI both provide conversation analytics and insights, helping businesses to understand and improve their customer interactions. Help Scout does not have this feature, which might limit its effectiveness in optimizing support processes.
My AskAI stands out by offering an AI email assistant, a feature not available in either LiveChat or Help Scout. This can be particularly useful for businesses looking to automate email responses and manage email support tickets more efficiently.
All three platforms—LiveChat, Help Scout, and My AskAI—offer email lead capture capabilities. This feature is essential for businesses aiming to convert customer interactions into potential sales leads.
LiveChat and Help Scout do not specify content limits, whereas My AskAI offers unlimited webpages and documents across all its plans, with automated updates. This can be a significant advantage for businesses that need to manage large volumes of content.
LiveChat provides unlimited agents in most of its plans, while My AskAI offers different levels: Essentials with 1 agent, Pro with 1 agent, and Enterprise with unlimited agents. Help Scout does not provide specific information on the number of agents.
Both LiveChat and Help Scout offer a hosted help center, which My AskAI does not provide. This can be a crucial feature for businesses looking to provide self-service options to their customers.
LiveChat includes a chatbot flow builder, enabling businesses to design custom chatbot interactions. Neither Help Scout nor My AskAI offers this feature, which could be a consideration for those requiring advanced chatbot customization.
My AskAI excels in content and knowledge integrations, supporting various platforms like Google Drive, Notion, Confluence, SharePoint, and many more. LiveChat offers integrations with knowledge bases and product pages, while Help Scout does not provide detailed information on this aspect.
All three platforms offer extensive integrations for end users. My AskAI integrates with a wide range of platforms, including Zendesk, Intercom, HubSpot, Slack, and more. LiveChat also has a robust marketplace for integrations, while Help Scout supports popular website builders like Shopify and Wix.
