AI customer support agent features & capabilities compared: LiveChat vs. Intercom Fin AI
LiveChat and Intercom Fin AI are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. LiveChat offers its AI customer support at a price of $52 per 1,000 tickets or chats, with no usage limits, making it a potentially cost-effective solution for high-volume support needs. It includes features such as human handover, analytics and insights, and email lead capture, although it does not offer an AI email assistant.
Intercom Fin AI, on the other hand, is priced significantly higher at $495 per 1,000 tickets or chats, with pricing tiers based on the features included. Like LiveChat, it supports human handover, provides analytics and insights, and includes email lead capture, but it also lacks an AI email assistant. The higher price point of Intercom Fin AI suggests it may offer more advanced or additional features not covered in this basic comparison, potentially positioning it for users with more specific or demanding requirements.
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Full breakdown: All available features and pricing
| Feature | LiveChat | Intercom Fin AI | + 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 | $495 | $99 |
| Usage Tiers | No usage limit | Based on features | 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 | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | LiveChat pricing page | Intercom Fin AI 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 |
1 | 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 | Yes | No |
| Integrations (Content/Knowledge) | Knowledge base Product pages Terms of service FAQs |
Websites (public and private) Help Center Files (PDF) |
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 | Intercom Fin AI 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 | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
LiveChat vs. Intercom Fin AI vs. My AskAI
AI Customer Support Features
All three platforms—LiveChat, Intercom Fin AI, and My AskAI—offer robust AI customer support features aimed at deflecting support tickets. These features include AI chatbots that can handle customer inquiries, reducing the load on human support agents.
AI Features for Support Agents
Each of these platforms also provides AI features designed specifically to assist support agents. These features can include automated responses, suggested replies, and other tools to make the agents' work more efficient.
Pricing
LiveChat offers AI customer support at $52 per 1,000 tickets/chats, which is significantly lower than Intercom Fin AI's $495 for the same volume. My AskAI falls in between, charging $99 per 1,000 tickets/chats. This makes My AskAI a more cost-effective option compared to Intercom Fin AI, while still offering more features than LiveChat.
Usage Tiers
LiveChat does not impose any usage limits, making it a flexible option for businesses with varying volumes of customer interactions. Intercom Fin AI bases its pricing on features, which can be limiting for some businesses. My AskAI offers tiered plans: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with a cost of $0.10 per conversation beyond these limits.
Human Handover
All three platforms support human handover, allowing complex queries to be escalated to human agents seamlessly, ensuring that customer service quality is maintained.
Conversation Analytics/Insights
Conversation analytics and insights are available across all three platforms, providing valuable data to help improve customer support strategies and performance.
AI Email Assistant
My AskAI stands out by offering an AI email assistant, a feature not available in either LiveChat or Intercom Fin AI. This can be particularly useful for businesses that handle a high volume of email inquiries.
Email Lead Capture
All three platforms—LiveChat, Intercom Fin AI, and My AskAI—provide email lead capture capabilities, helping businesses grow their customer base by collecting contact information from website visitors.
Content Limits
While LiveChat and Intercom Fin AI do not specify content limits, My AskAI offers unlimited webpages and documents across all its plans, with automatic updates, ensuring that the AI is always up-to-date with the latest information.
Number of Chatbots/Agents
LiveChat offers varying numbers of agents based on the plan, with unlimited agents available in higher tiers. Intercom Fin AI supports only one agent. My AskAI provides one chatbot (with public and private modes) in Essentials and Pro plans, and unlimited chatbots in the Enterprise plan.
Hosted Help Centre
Both LiveChat and Intercom Fin AI offer hosted help centers, while My AskAI does not. This could be a consideration for businesses looking for an all-in-one solution.
Chatbot Flow Builder
LiveChat and Intercom Fin AI include a chatbot flow builder, allowing businesses to design custom chatbot interactions. My AskAI does not offer this feature, focusing instead on its advanced AI capabilities.
Integrations (Content/Knowledge)
LiveChat and Intercom Fin AI offer integrations with various content sources like knowledge bases and product pages. My AskAI goes further by supporting a wide range of integrations including Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, Salesforce, and more.
Integrations (End Users)
LiveChat and Intercom Fin AI have their own marketplaces for app integrations. My AskAI supports a broad array of integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, and more, providing extensive flexibility for end-user interactions.
Compliance and Support
All three platforms are GDPR compliant. Intercom Fin AI is SOC-2 compliant, while LiveChat and My AskAI are not. In terms of support, LiveChat offers 24/7/365 support across all plans. My AskAI provides tiered support: web and email for Essentials, priority web, email, and video for Pro, and dedicated Slack and Success manager for Enterprise.
AI Models Available
Intercom Fin AI and My AskAI both utilize GPT-4o, with My AskAI also offering additional models like Claude and Gemini in its Enterprise plan. LiveChat does not specify the AI models it uses.
API Access
API access is available across all three platforms, allowing businesses to integrate and customize their AI customer support solutions as needed.
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io ($50M+ ARR)
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
