AI customer support agent features & capabilities compared: Netomi vs. Tawk

Overview

This analysis compares the AI customer support offerings of Netomi, Tawk, and My AskAI. The focus is on their capabilities to deflect support tickets, providing a clear picture of their features, pricing, and overall value proposition.

AI Customer Support Features

All three platforms—Netomi, Tawk, and My AskAI—offer AI customer support features aimed at deflecting support tickets. However, My AskAI stands out as it can be integrated within Netomi and Tawk, offering additional flexibility.

AI Features for Support Agents

Netomi and My AskAI both provide AI features for support agents, enhancing the overall support experience. Tawk lacks this capability, making it less comprehensive in this aspect.

Pricing

Netomi’s pricing is provided on application (POA), while Tawk charges $20 per 1,000 tickets/chats. My AskAI is priced at $99 for the same volume, highlighting a higher cost but possibly justifying it with additional features.

Usage Tiers

Netomi’s pricing is based on consumption, whereas Tawk offers three tiers: Hobby, Growth, and Enterprise. My AskAI also provides three tiers—Essentials, Pro, and Enterprise—with clear limits and additional charges for conversations beyond the limits.

Human Handover

Both Tawk and My AskAI offer human handover capabilities, enabling seamless transition from AI to human agents. Netomi does not provide this feature, potentially limiting its effectiveness in complex scenarios.

Conversation Analytics/Insights

Tawk and My AskAI both offer conversation analytics and insights, facilitating better understanding and improvement of customer interactions. Netomi does not provide this feature.

AI Email Assistant

Netomi and My AskAI include an AI email assistant, aiding in automated email responses. Tawk lacks this feature, which could be a significant drawback for email-heavy support environments.

Email Lead Capture

All three platforms—Netomi, Tawk, and My AskAI—offer email lead capture capabilities, ensuring that potential leads are not lost during support interactions.

Content Limits

Netomi and Tawk base their content limits on consumption and features, respectively. My AskAI provides unlimited content limits across all tiers, making it a strong contender for content-heavy support needs.

Number of Chatbots/Agents

Netomi’s offering is based on consumption, while Tawk does not provide specific information on the number of chatbots/agents. My AskAI offers clear limits, with the Essentials and Pro tiers supporting one chatbot in two modes, and the Enterprise tier offering unlimited chatbots.

Hosted Help Centre

Tawk provides a hosted help center, while Netomi and My AskAI do not, which could be a deciding factor for companies needing a comprehensive self-service solution.

Chatbot Flow Builder

Tawk offers a chatbot flow builder, giving users the ability to customize interaction flows. This feature is not available in Netomi and My AskAI, which may limit customization options.

Integrations (Content/Knowledge)

Tawk supports a variety of content sources like websites, documents, and knowledge bases. My AskAI excels in this area, offering extensive integrations with platforms like Google Drive, Notion, Confluence, and more. Netomi’s integration details are not provided.

Integrations (End Users)

All three platforms offer integrations with various end-user applications. My AskAI stands out with a broader range of integrations, including Zendesk, Intercom, HubSpot, and more, providing greater flexibility and connectivity.

Compliance

All three platforms are GDPR compliant. Netomi is also SOC-2 compliant, adding an extra layer of data security that Tawk and My AskAI do not provide.

Support

Support options vary, with Tawk offering different levels of support across its tiers. My AskAI provides tiered support, including priority web, email, video, and a success manager for Enterprise customers. Netomi’s support options are not detailed.

AI Models Available

Tawk uses the Apollo AI Bot across all tiers. My AskAI offers more advanced models like GPT-4o, Claude, and Gemini, which could provide superior AI performance. Netomi’s AI models are not specified.

API Access

Both Tawk and My AskAI offer API access, facilitating custom integrations and advanced functionalities. Netomi does not provide information on API access.

Conclusion

In summary, while all three platforms offer robust AI customer support features, My AskAI provides a more comprehensive and flexible solution, especially with its extensive integrations and advanced AI models. Netomi and Tawk have their strengths, but My AskAI’s ability to integrate within these platforms and its extensive feature set make it a compelling choice for businesses looking to enhance their customer support capabilities.