AI customer support agent features & capabilities compared: Salesforce AI vs. Drift
Salesforce AI and Drift both offer AI customer support platforms aimed at deflecting support tickets, but they differ in key features and pricing structures. Salesforce AI charges $2,000 per 1,000 tickets or chats, but does not provide information on usage tiers, human handover, analytics/insights, AI email assistant, or email lead capture. This lack of detailed feature information may make it difficult for potential customers to fully understand the capabilities and limitations of Salesforce AI's offering.
Drift, on the other hand, does not disclose a fixed price per 1,000 tickets or chats, instead opting for a price on application (POA) model. Drift's platform includes human handover and email lead capture features, which can be crucial for seamless customer support and lead generation. However, it does not offer analytics/insights or an AI email assistant, which could be a consideration for businesses looking for those specific functionalities. Overall, while Salesforce AI provides a clear pricing model, Drift emphasizes more on certain features that might be pivotal for specific business needs.
Full breakdown: All available features and pricing
| Feature | Salesforce AI | Drift | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | $2,000 | POA | $99 |
| Usage Tiers | Not provided | Not provided | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Not provided | Yes | Yes |
| Conversation Analytics/Insights | Not provided | No | Yes |
| AI Email Assistant | Not provided | No | Yes |
| Email Lead Capture | Not provided | Yes | Yes |
| Pricing Page | Salesforce AI pricing page | Drift 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 | Not provided | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Not provided | No | No |
| Chatbot Flow Builder | Not provided | Yes | No |
| Integrations (Content/Knowledge) | Not provided | FAQs Customer Interactions Product and Service Information Feedback Loops |
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) | Not provided | https://www.drift.com/platform/integrations/ | 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 | Not provided | Yes | Yes |
| SOC-2 Compliant | Not provided | Yes | No |
| Support | Not provided | Premium - 12/5 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Advanced - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Enterprise - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | IBM Watson | Fine-tuned OpenAI |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Not provided | Yes | Yes |
Overview
This analysis compares the AI customer support features of Salesforce AI, Drift, and My AskAI. Each of these platforms offers unique capabilities aimed at enhancing customer support and deflecting support tickets.
AI Customer Support Features
All three platforms, Salesforce AI, Drift, and My AskAI, provide AI customer support features. This includes automated responses and ticket deflection to improve customer service efficiency.
AI Features for Support Agents
Salesforce AI and My AskAI offer AI features designed to assist support agents, whereas Drift does not. These features can include automated suggestions and responses, helping agents resolve issues more quickly and effectively.
Pricing
Salesforce AI charges $2,000 per 1,000 tickets/chats. Drift's pricing is POA (Price on Application), which means it requires direct contact for a quote. My AskAI offers a more affordable pricing model at $99 per 1,000 tickets/chats, making it a cost-effective option.
Usage Tiers
My AskAI provides clear usage tiers:
- Essentials: 200 conversations/month
- Pro: 1,000 conversations/month
- Enterprise: Unlimited
Each tier has a cost of $0.10 per conversation beyond the limits. Usage tiers for Salesforce AI and Drift are not provided.
Human Handover
Both Drift and My AskAI offer human handover capabilities, allowing for seamless transition from AI to human agents when necessary. Information on this feature for Salesforce AI is not provided.
Conversation Analytics/Insights
My AskAI provides conversation analytics and insights, which can help businesses understand customer interactions and improve service. This feature is not available in Drift, and information is not provided for Salesforce AI.
AI Email Assistant
My AskAI includes an AI email assistant to automate email responses and support. This feature is not available in Drift, and information is not provided for Salesforce AI.
Email Lead Capture
Both Drift and My AskAI offer email lead capture capabilities to help businesses gather potential customer information. Information on this feature for Salesforce AI is not provided.
Content Limits
My AskAI offers unlimited webpages and documents across all tiers, with automatic updates. Information on content limits for Salesforce AI and Drift is not provided.
Number of Chatbots/Agents
My AskAI provides different limits on the number of chatbots/agents based on the tier:
- Essentials: 1 (2 modes: public and private)
- Pro: 1 (2 modes: public and private)
- Enterprise: Unlimited
Information on the number of chatbots/agents for Salesforce AI and Drift is not provided.
Hosted Help Centre
Drift and My AskAI do not offer a hosted help center. Information on this feature for Salesforce AI is not provided.
Chatbot Flow Builder
Drift includes a chatbot flow builder to design conversational flows. My AskAI does not offer this feature, and information is not provided for Salesforce AI.
Integrations (Content/Knowledge)
My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce. Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. Information on integrations for Salesforce AI is not provided.
Integrations (End Users)
My AskAI offers extensive end-user integrations, such as websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter. Drift's integrations can be found on their platform integrations page. Information on end-user integrations for Salesforce AI is not provided.
Compliance
Both Drift and My AskAI are GDPR compliant. Drift is also SOC-2 compliant, whereas My AskAI is not. Information on compliance for Salesforce AI is not provided.
Support
Drift offers premium, advanced, and enterprise support options with varying levels of customer service and resources. My AskAI provides support based on the tier:
- Essentials: Web, email
- Pro: Priority web, email, video
- Enterprise: Slack, Success manager
Information on support for Salesforce AI is not provided.
AI Models Available
Salesforce AI uses IBM Watson. Drift offers fine-tuned OpenAI models. My AskAI provides access to GPT-4o across all tiers, with additional models like Claude and Gemini available for the Enterprise tier.
API Access
Both Drift and My AskAI offer API access. Information on API access for Salesforce AI is not provided.
Conclusion
Salesforce AI, Drift, and My AskAI each offer unique features for AI customer support. My AskAI stands out with its affordable pricing, extensive integrations, and comprehensive support features, making it a competitive option for businesses looking to enhance their customer support capabilities.
Compare Salesforce AI with other AI support agents
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“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
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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
