AI customer support agent features & capabilities compared: LiveChat vs. Salesforce AI
LiveChat and Salesforce AI are both AI customer support platforms designed to streamline customer interactions and reduce the volume of support tickets. LiveChat offers a comprehensive set of features for a competitive price of $52 per 1,000 tickets or chats. Key features include unlimited usage tiers, human handover capabilities, detailed analytics and insights, and email lead capture, although it lacks an AI email assistant.
In contrast, Salesforce AI commands a significantly higher price at $2,000 per 1,000 tickets or chats, but specific details regarding its usage tiers, human handover, analytics, AI email assistant, and email lead capture are not provided. This lack of detailed feature information makes it challenging to directly compare Salesforce AI's capabilities to those of LiveChat. However, Salesforce AI's higher price point may imply a broader or more advanced feature set beyond the provided data.
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Full breakdown: All available features and pricing
| Feature | LiveChat | Salesforce 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 | $2,000 | $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 | Not provided | Yes |
| Conversation Analytics/Insights | Yes | Not provided | Yes |
| AI Email Assistant | No | Not provided | Yes |
| Email Lead Capture | Yes | Not provided | Yes |
| Pricing Page | LiveChat pricing page | Salesforce 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 |
Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Not provided | No |
| Chatbot Flow Builder | Yes | Not provided | 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 | Not provided | 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 | Not provided | Yes |
| SOC-2 Compliant | No | Not provided | 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 | IBM Watson | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
Introduction
This analysis compares the AI customer support features of LiveChat, Salesforce AI, and My AskAI. These platforms are designed to deflect support tickets by leveraging AI capabilities. My AskAI can be integrated within both LiveChat and Salesforce AI, offering a unique perspective in this comparison.
AI Customer Support Features
All three platforms offer AI customer support features aimed at deflecting support tickets. LiveChat, Salesforce AI, and My AskAI provide robust AI functionalities to improve customer interactions and reduce the workload on human agents.
AI Features for Support Agents
Each platform also offers AI features specifically designed for support agents. These features help agents handle customer queries more efficiently, providing them with relevant information and responses quickly.
Pricing
When comparing the AI price per 1,000 tickets or chats, LiveChat is the most affordable at $52, followed by My AskAI at $99. Salesforce AI is significantly more expensive at $2,000. This makes My AskAI a cost-effective option for businesses looking for advanced AI capabilities without a high price tag.
Usage Tiers
LiveChat does not impose any usage limits, while My AskAI offers tiered plans with specific conversation limits: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited). Salesforce AI does not provide detailed information on usage tiers.
Human Handover
Both LiveChat and My AskAI support human handover, allowing seamless transition from AI to human agents when needed. Salesforce AI does not provide information on this feature.
Conversation Analytics/Insights
LiveChat and My AskAI both offer conversation analytics and insights, enabling businesses to monitor and improve their customer support interactions. Salesforce AI does not provide details on this feature.
AI Email Assistant
My AskAI stands out by offering an AI email assistant, a feature not available in LiveChat or Salesforce AI. This assistant can help automate and streamline email responses, further enhancing support efficiency.
Email Lead Capture
Both LiveChat and My AskAI offer email lead capture capabilities. This feature is not detailed for Salesforce AI.
Content Limits
My AskAI provides unlimited content limits across all its plans, including webpages and documents, which are updated automatically. LiveChat and Salesforce AI do not provide specific information on content limits.
Number of Chatbots/Agents
LiveChat offers varying numbers of agents depending on the plan, from one agent in the Starter plan to unlimited agents in higher-tier plans. My AskAI provides one chatbot with two modes (public and private) in its Essentials and Pro plans, and unlimited chatbots in the Enterprise plan. Salesforce AI does not specify the number of chatbots or agents.
Hosted Help Centre
LiveChat includes a hosted help center, a feature not available in My AskAI. Salesforce AI does not provide information on this feature.
Chatbot Flow Builder
LiveChat offers a chatbot flow builder to create and customize chatbot interactions. My AskAI does not include this feature, and Salesforce AI does not provide details on it.
Integrations (Content/Knowledge)
My AskAI offers extensive integration options for content and knowledge management, including websites, various file types, and platforms like Google Drive, Notion, Confluence, and more. LiveChat provides integrations with knowledge bases, product pages, terms of service, and FAQs. Salesforce AI does not detail its content integration capabilities.
Integrations (End Users)
My AskAI supports a wide range of end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, and more. LiveChat also offers numerous integrations via its marketplace/app store. Salesforce AI does not provide specific information on this aspect.
GDPR Compliance
Both LiveChat and My AskAI are GDPR compliant, ensuring data privacy and security. Salesforce AI does not provide details on GDPR compliance.
SOC-2 Compliance
Neither LiveChat nor My AskAI are SOC-2 compliant. Salesforce AI does not provide information on this compliance.
Support
LiveChat offers 24/7/365 support across all its plans. My AskAI provides tiered support: web and email support for Essentials, priority web, email, and video support for Pro, and Slack and a success manager for Enterprise. Salesforce AI does not provide details on its support offerings.
AI Models Available
My AskAI offers advanced AI models like GPT-4o in its Essentials and Pro plans, with additional options like Claude and Gemini in the Enterprise plan. Salesforce AI uses IBM Watson, while LiveChat does not specify the AI models used.
API Access
Both LiveChat and My AskAI provide API access, allowing businesses to integrate and customize their AI solutions. Salesforce AI does not provide information on API access.
Conclusion
In summary, while LiveChat and Salesforce AI offer robust AI customer support features, My AskAI stands out with its cost-effective pricing, extensive integrations, and additional features like the AI email assistant. My AskAI's tiered plans and advanced AI models provide flexibility and scalability for businesses of all sizes.
Compare LiveChat with other AI support agents
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Zeffy
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Traveljoy
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Customer.io ($50M+ ARR)
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Swytch Bike
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Freecash
“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
“You're beating Zendesk's AI Agent 76% to 23% on AI deflection. Huge.”
Traveljoy
“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
