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

Overview

This analysis focuses on the AI customer support features offered by LiveChat, Help Scout, and My AskAI, particularly in terms of deflecting support tickets. Each platform has unique features and pricing structures that cater to different business needs.

AI Customer Support Features

LiveChat and My AskAI both offer AI customer support features, while Help Scout does not provide any AI-based customer support functionalities. This gives LiveChat and My AskAI an edge in automating and enhancing customer interactions.

AI Features for Support Agents

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.

Pricing

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.

Human Handover

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.

Conversation Analytics/Insights

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.

AI Email Assistant

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.

Email Lead Capture

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.

Content Limits

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.

Number of Chatbots/Agents

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.

Hosted Help Centre

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.

Chatbot Flow Builder

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.

Integrations (Content/Knowledge)

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.

Integrations (End Users)

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.

Compliance and Support

All three platforms are GDPR compliant. Help Scout is the only one that is SOC-2 compliant. In terms of support, My AskAI offers tiered support levels, with Enterprise customers receiving the highest level of service, including a dedicated success manager.

AI Models and API Access

My AskAI uses advanced AI models like GPT-4o and Claude/Gemini for its Enterprise plan. Both LiveChat and Help Scout provide API access, but detailed information about the AI models they use is not specified.

Conclusion

In summary, while LiveChat and My AskAI offer comprehensive AI customer support features, My AskAI stands out with its AI email assistant, extensive content integrations, and advanced AI models. Help Scout, lacking AI capabilities, may not be the best fit for businesses seeking to leverage AI in their customer support operations.