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

Overview

This analysis focuses on the AI customer support features of LiveChat, Tidio, and My AskAI, aimed at deflecting support tickets. Each company offers a range of capabilities designed to enhance customer service through AI-driven solutions.

AI Customer Support Features

All three platforms—LiveChat, Tidio, and My AskAI—provide AI customer support features. These tools are designed to automate responses, deflect tickets, and provide instant support to users.

AI Features for Support Agents

LiveChat, Tidio, and My AskAI all offer AI features that assist support agents in their tasks. These features typically include automated responses, suggestions, and other tools to streamline the support process.

Pricing Per 1,000 Tickets/Chats

LiveChat charges $52 per 1,000 tickets/chats. Tidio's pricing starts at $749+, while My AskAI offers a competitive rate of $99 per 1,000 tickets/chats. This makes My AskAI a more cost-effective option for businesses looking to manage higher volumes of interactions.

Usage Tiers

LiveChat does not impose usage limits, offering unlimited access across its plans. Tidio has a tiered structure with a free plan for up to 50 conversations, Lyrio AI for 200 conversations, and a custom tier for Tidio+. My AskAI provides three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional $0.10 per conversation beyond these limits.

Human Handover

All three platforms support human handover, allowing complex queries to be transferred to a human agent when necessary. This ensures that customer issues are resolved efficiently, even when AI is unable to provide a satisfactory response.

Conversation Analytics/Insights

LiveChat, Tidio, and My AskAI all offer conversation analytics and insights. These tools help businesses understand customer interactions, identify trends, and improve their support strategies.

AI Email Assistant

One of the distinguishing features of My AskAI is its AI Email Assistant, a capability not offered by LiveChat or Tidio. This feature can automate and streamline email responses, adding an extra layer of efficiency to customer support operations.

Email Lead Capture

All three platforms—LiveChat, Tidio, and My AskAI—provide email lead capture features. This functionality helps businesses gather contact information from potential customers, aiding in lead generation and follow-up efforts.

Content Limits

Content limits are not explicitly provided by LiveChat or Tidio. My AskAI, however, offers unlimited webpages and documents across all its tiers, with automatic updates, ensuring that the AI has access to the most current information.

Number of Chatbots/Agents

LiveChat allows for varying numbers of agents based on the plan, with unlimited agents available from the Team plan onwards. Tidio supports one chatbot. My AskAI offers one chatbot with two modes (public and private) for Essentials and Pro plans, and unlimited chatbots for the Enterprise plan.

Hosted Help Centre

LiveChat includes a hosted help center, a feature not provided by Tidio or My AskAI. This can be a valuable resource for businesses looking to offer self-service options to their customers.

Chatbot Flow Builder

Both LiveChat and Tidio come with a chatbot flow builder, allowing businesses to design custom interaction flows. My AskAI does not offer this feature, focusing instead on its robust AI capabilities.

Integrations (Content/Knowledge)

LiveChat integrates with various content sources, including knowledge bases and product pages. Tidio allows for website integration and manual additions, with file support available for Tidio+. My AskAI offers extensive integration options, including websites, various file types, and platforms like Google Drive, Notion, Confluence, and more.

Integrations (End Users)

LiveChat and Tidio both have extensive app stores for integrations. My AskAI supports a wide range of integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, and more, ensuring seamless integration with existing systems.

Compliance and Support

All three platforms are GDPR compliant. None of them are SOC-2 compliant. Support options vary, with LiveChat providing 24/7 support across all plans. Tidio offers different levels of support based on the plan, while My AskAI provides web, email, and priority support, with additional options like a success manager for Enterprise users.

AI Models Available

LiveChat does not specify the AI models used. Tidio offers Claude (Anthropic AI) and in-house models. My AskAI uses GPT-4o for Essentials and Pro tiers, with additional options like Claude and Gemini available for the Enterprise tier.

API Access

All three platforms—LiveChat, Tidio, and My AskAI—provide API access, allowing businesses to integrate their AI customer support capabilities with other systems and customize their functionality.

Conclusion

In summary, while LiveChat and Tidio offer robust AI customer support features, My AskAI stands out with its competitive pricing, extensive integration options, and unique features like the AI Email Assistant and unlimited content capabilities. This makes My AskAI a strong contender for businesses looking to enhance their customer support operations with advanced AI functionalities.