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.
| 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 |
This analysis compares the AI customer support features ofSalesforce AI,Drift, andMy AskAI. Each of these platforms offers unique capabilities aimed at enhancing customer support and deflecting support tickets.
All three platforms,Salesforce AI,Drift, andMy AskAI, provide AI customer support features. This includes automated responses and ticket deflection to improve customer service efficiency.
Salesforce AIandMy AskAIoffer AI features designed to assist support agents, whereasDriftdoes not. These features can include automated suggestions and responses, helping agents resolve issues more quickly and effectively.
Salesforce AIcharges $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 AskAIoffers a more affordable pricing model at $99 per 1,000 tickets/chats, making it a cost-effective option.
My AskAIprovides clear usage tiers:
Each tier has a cost of $0.10 per conversation beyond the limits. Usage tiers forSalesforce AIandDriftare not provided.
BothDriftandMy AskAIoffer human handover capabilities, allowing for seamless transition from AI to human agents when necessary. Information on this feature forSalesforce AIis not provided.
My AskAIprovides conversation analytics and insights, which can help businesses understand customer interactions and improve service. This feature is not available inDrift, and information is not provided forSalesforce AI.
My AskAIincludes an AI email assistant to automate email responses and support. This feature is not available inDrift, and information is not provided forSalesforce AI.
BothDriftandMy AskAIoffer email lead capture capabilities to help businesses gather potential customer information. Information on this feature forSalesforce AIis not provided.
My AskAIoffers unlimited webpages and documents across all tiers, with automatic updates. Information on content limits forSalesforce AIandDriftis not provided.
My AskAIprovides different limits on the number of chatbots/agents based on the tier:
Information on the number of chatbots/agents forSalesforce AIandDriftis not provided.
DriftandMy AskAIdo not offer a hosted help center. Information on this feature forSalesforce AIis not provided.
Driftincludes a chatbot flow builder to design conversational flows.My AskAIdoes not offer this feature, and information is not provided forSalesforce AI.
My AskAIsupports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.Driftintegrates with FAQs, customer interactions, product and service information, and feedback loops. Information on integrations forSalesforce AIis not provided.
My AskAIoffers 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 forSalesforce AIis not provided.
BothDriftandMy AskAIare GDPR compliant.Driftis also SOC-2 compliant, whereasMy AskAIis not. Information on compliance forSalesforce AIis not provided.
Driftoffers premium, advanced, and enterprise support options with varying levels of customer service and resources.My AskAIprovides support based on the tier:
Information on support forSalesforce AIis not provided.
Salesforce AIuses IBM Watson.Driftoffers fine-tuned OpenAI models.My AskAIprovides access to GPT-4o across all tiers, with additional models like Claude and Gemini available for the Enterprise tier.
BothDriftandMy AskAIoffer API access. Information on API access forSalesforce AIis not provided.
Salesforce AI,Drift, andMy AskAIeach offer unique features for AI customer support.My AskAIstands 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.
