AI customer support agent features & capabilities compared: LiveChat vs. Zendesk AI
LiveChat and Zendesk AI are prominent AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. LiveChat offers a competitive pricing model at $52 per 1,000 tickets or chats, with no usage limits, making it a cost-effective solution for businesses with high volumes of customer interactions. It includes essential features such as human handover and robust analytics and insights to help improve support strategies. Additionally, LiveChat supports email lead capture, although it does not offer an AI email assistant.
Zendesk AI, on the other hand, is positioned at a higher price point of $495 per 1,000 tickets or chats, with pricing tiers based on the feature set. It provides comprehensive support capabilities, including human handover, detailed analytics and insights, and an AI email assistant to streamline email interactions. Like LiveChat, Zendesk AI also includes email lead capture. The higher cost reflects its broader range of advanced features, catering to businesses that require more sophisticated AI-driven support functionalities.
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Full breakdown: All available features and pricing
| Feature | LiveChat | Zendesk 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 | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | LiveChat pricing page | Zendesk AI pricing page | My AskAI pricing page |
| Content Limits | Not provided | TBC | 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 |
Help Center | 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 | Zendesk 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 |
Overview
This analysis focuses on the AI customer support features of three major platforms: LiveChat, Zendesk AI, and My AskAI. Each platform offers a range of features aimed at deflecting support tickets, enhancing customer service, and providing robust AI-driven solutions.
AI Customer Support Features
All three platforms, LiveChat, Zendesk AI, and My AskAI, offer comprehensive AI customer support features. These include automated responses, human handover capabilities, and conversation analytics to improve customer interactions.
AI Features for Support Agents
LiveChat, Zendesk AI, and My AskAI all provide AI features specifically designed to assist support agents. These features help agents respond more efficiently and accurately to customer inquiries.
Pricing
When comparing pricing per 1,000 tickets or chats, LiveChat is the most affordable at $52, followed by My AskAI at $99, and Zendesk AI at $495. My AskAI offers a middle-ground solution in terms of cost, providing a balance between affordability and advanced features.
Usage Tiers
LiveChat offers no usage limits, while Zendesk AI's pricing is based on specific features. My AskAI provides tiered plans: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Additional conversations beyond these limits are charged at $0.10 per conversation.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Each platform offers conversation analytics and insights, enabling businesses to gain valuable data on customer interactions and improve their support strategies.
AI Email Assistant
Zendesk AI and My AskAI both offer AI email assistants, while LiveChat does not. This feature helps automate and streamline email responses, enhancing overall efficiency.
Email Lead Capture
All three platforms support email lead capture, aiding in the collection of potential customer information for follow-up and marketing purposes.
Pricing Page Links
For detailed pricing information, you can visit the respective pricing pages of LiveChat, Zendesk AI, and My AskAI.
Content Limits
My AskAI offers unlimited webpages and documents across all its plans, while LiveChat and Zendesk AI do not provide specific information on content limits.
Number of Chatbots/Agents
LiveChat offers varying numbers of agents based on the plan, ranging from one agent in the Starter plan to unlimited agents in higher-tier plans. Zendesk AI allows for one chatbot/agent, whereas My AskAI offers one chatbot with two modes (public and private) in its Essentials and Pro plans, and unlimited chatbots in the Enterprise plan.
Hosted Help Centre
LiveChat and Zendesk AI both provide a hosted help center, whereas My AskAI does not offer this feature.
Chatbot Flow Builder
LiveChat and Zendesk AI include a chatbot flow builder, which is not available in My AskAI. This feature allows for the creation of custom chatbot workflows.
Integrations (Content/Knowledge)
My AskAI excels in content and knowledge integrations, supporting various file types and platforms like Google Drive, Notion, Confluence, SharePoint, and more. LiveChat integrates with knowledge bases, product pages, and FAQs, while Zendesk AI integrates primarily with its Help Center.
Integrations (End Users)
My AskAI offers extensive end-user integrations, including popular platforms like Slack, Teams, HubSpot, and various chat applications. LiveChat and Zendesk AI also provide a range of integrations via their respective marketplaces.
Compliance
All three platforms are GDPR compliant. Zendesk AI is also SOC-2 compliant, while LiveChat and My AskAI are not.
Support
LiveChat offers 24/7/365 support across all its plans. My AskAI provides tiered support: Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, success manager). Zendesk AI's support details are not provided.
AI Models Available
Zendesk AI and My AskAI both utilize the GPT-4o model. My AskAI also offers additional models like Claude and Gemini for its Enterprise plan, providing more flexibility in AI capabilities.
API Access
All three platforms offer API access, allowing for custom integrations and extended functionalities.
Conclusion
In summary, each platform has its strengths and unique features. My AskAI stands out with its extensive integrations, flexible pricing tiers, and multiple AI models, making it a robust choice for businesses seeking advanced AI customer support solutions.
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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
