AI customer support agent features & capabilities compared: Salesforce AI vs. Tawk
Salesforce AI and Tawk are two AI customer support platforms aimed at deflecting support tickets through automated interactions. Salesforce AI is positioned at a premium price point, charging $2,000 per 1,000 tickets or chats, though it does not provide detailed information regarding usage tiers, human handover capabilities, analytics, AI email assistants, or email lead capture features. This lack of detailed feature disclosure makes it challenging to assess its full range of capabilities and value proposition based solely on the provided data.
In contrast, Tawk offers a more budget-friendly option, pricing at $20 per 1,000 tickets or chats, with clear usage tiers ranging from Hobby (100 messages per month) to Enterprise (20,000 messages per month). Tawk includes features such as human handover and analytics/insights, which are crucial for seamless customer support and performance tracking. Additionally, Tawk supports email lead capture, although it lacks an AI email assistant. These features make Tawk a more transparent and potentially cost-effective solution for businesses with varying support needs.
Full breakdown: All available features and pricing
| Feature | Salesforce AI | Tawk | + 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 | $20 | $99 |
| Usage Tiers | Not provided | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo |
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 | Yes | Yes |
| AI Email Assistant | Not provided | No | Yes |
| Email Lead Capture | Not provided | Yes | Yes |
| Pricing Page | Salesforce AI pricing page | Tawk pricing page | My AskAI pricing page |
| Content Limits | Not provided | Based on features | 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 | Yes | No |
| Chatbot Flow Builder | Not provided | Yes | No |
| Integrations (Content/Knowledge) | Not provided | Your website Shortcuts Documents Knowledge Base Plain text |
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://help.tawk.to/category/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 | No | No |
| Support | Not provided | Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | IBM Watson | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Not provided | Yes | Yes |
Introduction
This analysis compares the AI customer support features of Salesforce AI, Tawk, and My AskAI. These platforms aim to deflect support tickets and enhance customer support efficiency through AI capabilities.
Offers AI Customer Support Features
All three platforms—Salesforce AI, Tawk, and My AskAI—offer AI customer support features. This functionality is fundamental to their service offerings, aiming to automate and streamline customer interactions.
Offers AI Features for Support Agents
Salesforce AI and My AskAI provide AI features specifically designed for support agents, enhancing their ability to resolve issues efficiently. Tawk, however, does not offer this feature, positioning My AskAI as a more comprehensive solution for agent support.
AI Price Per 1,000 Tickets/Chats
Salesforce AI is priced at $2,000 per 1,000 tickets/chats, making it significantly more expensive compared to Tawk at $20 and My AskAI at $99. This makes My AskAI a more cost-effective option for businesses looking for robust AI support at a lower price point.
Usage Tiers
Tawk offers three usage tiers: Hobby, Growth, and Enterprise, catering to different business needs. My AskAI also provides three tiers—Essentials, Pro, and Enterprise—each with specific conversation limits and a per-conversation charge beyond those limits. Salesforce AI does not provide detailed usage tiers, making it less transparent in this regard.
Human Handover
Both Tawk and My AskAI support human handover, allowing seamless transition from AI to human agents when needed. Salesforce AI does not provide information on this feature.
Conversation Analytics/Insights
Tawk and My AskAI offer conversation analytics and insights, enabling businesses to track and optimize their customer support interactions. Salesforce AI does not provide details on this feature.
AI Email Assistant
Only My AskAI offers an AI email assistant, providing additional support for handling email communications. This feature is not available in Salesforce AI or Tawk.
Email Lead Capture
Both Tawk and My AskAI include email lead capture capabilities, helping businesses gather potential customer information. Salesforce AI does not provide information on this feature.
Pricing Page
For detailed pricing information, Salesforce AI, Tawk, and My AskAI provide dedicated pricing pages on their respective websites. This allows potential customers to explore and compare costs directly.
Content Limits
My AskAI offers unlimited content limits across all its tiers, ensuring that businesses can manage extensive documentation and web pages. Tawk's content limits are based on specific features, while Salesforce AI does not provide information on this aspect.
Number of Chatbots/Agents
My AskAI specifies the number of chatbots/agents available per tier, with the Enterprise plan offering unlimited chatbots. Tawk and Salesforce AI do not provide detailed information on this feature.
Hosted Help Centre
Tawk includes a hosted help centre, offering a centralized support resource for customers. My AskAI and Salesforce AI do not provide this feature.
Chatbot Flow Builder
Tawk offers a chatbot flow builder, allowing customization of chatbot interactions. My AskAI and Salesforce AI do not include this feature.
Integrations (Content/Knowledge)
My AskAI supports a wide range of integrations, including websites, various file types, and multiple knowledge management platforms like Google Drive, Notion, and Confluence. Tawk offers integrations with websites, shortcuts, documents, and a knowledge base. Salesforce AI does not provide detailed information on content/knowledge integrations.
Integrations (End Users)
My AskAI has extensive end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, and Slack. Tawk also offers various integrations, detailed on their help page. Salesforce AI does not provide specific information on end-user integrations.
GDPR Compliant
Both Tawk and My AskAI are GDPR compliant, ensuring they meet European data protection standards. Salesforce AI does not provide information on GDPR compliance.
SOC-2 Compliant
None of the platforms—Salesforce AI, Tawk, or My AskAI—are SOC-2 compliant, which may be a consideration for businesses with stringent security requirements.
Support
Support options vary, with Tawk offering different levels of support based on the subscription tier. My AskAI provides web, email, and priority support, with the Enterprise plan including a dedicated success manager. Salesforce AI does not provide detailed support information.
AI Models Available
Salesforce AI utilizes IBM Watson, while Tawk employs the Apollo AI Bot across all tiers. My AskAI leverages advanced models like GPT-4o and offers options for Claude and Gemini in its Enterprise plan, providing more flexibility and advanced capabilities.
API Access
Both Tawk and My AskAI offer API access, facilitating integration with other systems. Salesforce AI does not provide information on API access.
Conclusion
In summary, while Salesforce AI, Tawk, and My AskAI all offer AI customer support features, My AskAI stands out for its comprehensive agent support features, cost-effectiveness, extensive integrations, and advanced AI models.
Compare Salesforce AI with other AI support agents
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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
“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
“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
