AI customer support agent features & capabilities compared: LiveChat vs. SalesIQ (Zoho)

Introduction

This analysis focuses on the AI customer support features of LiveChat, SalesIQ (Zoho), and My AskAI. These platforms aim to deflect support tickets and enhance customer service efficiency through AI capabilities. My AskAI can be integrated within both LiveChat and SalesIQ (Zoho), providing additional flexibility.

AI Customer Support Features

All three platforms, LiveChat, SalesIQ (Zoho), and My AskAI, offer AI customer support features, including AI assistance for support agents. This ensures that customer inquiries can be handled efficiently, reducing the workload on human agents.

Pricing

LiveChat charges $52 per 1,000 tickets/chats for its AI features, while SalesIQ (Zoho) offers pricing on a POA (Price On Application) basis. My AskAI, on the other hand, charges $99 per 1,000 conversations. This makes LiveChat the more cost-effective option for AI customer support based on per-ticket pricing.

Usage Tiers

LiveChat does not impose usage limits, allowing unlimited chats across plans. SalesIQ (Zoho) offers multiple tiers, including a free plan with 100 chat sessions per month and professional plans with unlimited sessions. My AskAI also provides tiered plans, starting from 200 conversations per month in the Essentials plan to unlimited conversations in the Enterprise plan, with an additional charge of $0.10 per conversation beyond limits.

Human Handover and Analytics

All three platforms support human handover, allowing seamless transition from AI to human agents when necessary. They also offer conversation analytics and insights, helping businesses understand customer interactions and improve service quality.

AI Email Assistant

My AskAI stands out by offering an AI email assistant, a feature not available in LiveChat or SalesIQ (Zoho). This allows for automated handling of email inquiries, further reducing the workload on support teams.

Email Lead Capture

Each platform supports email lead capture, ensuring that potential customer information is collected and utilized for follow-up and marketing purposes.

Content Limits

LiveChat does not specify content limits. SalesIQ (Zoho) imposes limits based on the plan, ranging from 100 articles in the Basic plan to 2,000 articles in the Enterprise plan. My AskAI offers unlimited webpages and documents across all plans, with automatic updates, making it a robust option for content management.

Number of Chatbots/Agents

LiveChat offers unlimited agents in higher-tier plans. SalesIQ (Zoho) provides up to 10 chatbots in the Enterprise plan. My AskAI allows one chatbot with two modes (public and private) in the Essentials and Pro plans, and unlimited chatbots in the Enterprise plan, offering flexibility based on business needs.

Hosted Help Centre and Chatbot Flow Builder

LiveChat offers a hosted help center and a chatbot flow builder, features not available in SalesIQ (Zoho) or My AskAI. These tools can be valuable for businesses looking to create a comprehensive self-service portal.

Integrations

LiveChat integrates with various knowledge bases, product pages, and FAQs. SalesIQ (Zoho) supports integration with files and help centers. My AskAI offers extensive integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce, providing a wide range of options for content and knowledge management.

End User Integrations

LiveChat and SalesIQ (Zoho) have their respective marketplaces for app integrations. My AskAI supports integration with multiple platforms, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter, offering extensive flexibility for end-user engagement.

Compliance

All three platforms are GDPR compliant, ensuring data protection and privacy. However, only SalesIQ (Zoho) is SOC-2 compliant, which may be a consideration for businesses with stringent security requirements.

Support

LiveChat provides 24/7/365 support across all plans. SalesIQ (Zoho) does not specify its support offerings. My AskAI offers web and email support in the Essentials plan, priority support in the Pro plan, and dedicated support via Slack and a success manager in the Enterprise plan.

AI Models

LiveChat and SalesIQ (Zoho) do not specify the AI models they use. My AskAI utilizes GPT-4o in the Essentials and Pro plans and offers the choice of GPT-4o, Claude, or Gemini in the Enterprise plan, providing advanced AI capabilities.

API Access

All three platforms provide API access, allowing businesses to integrate and customize their AI customer support solutions as needed.

Conclusion

Each platform offers unique features and pricing structures. LiveChat is cost-effective for AI support per ticket, SalesIQ (Zoho) provides tiered usage plans, and My AskAI excels in integrations and advanced AI capabilities. Businesses should consider their specific needs and budget when choosing the best AI customer support solution.