AI customer support agent features & capabilities compared:Salesforce AIvs. Zendesk AI
Salesforce AI and Zendesk AI are both prominent AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Salesforce AI is priced at $2,000 per 1,000 tickets or chats, but specific details about usage tiers, human handover capabilities, analytics and insights, AI email assistance, and email lead capture have not been provided. This lack of detailed feature information makes it challenging to fully assess its comprehensive capabilities in AI customer support.
In contrast, Zendesk AI offers a more detailed feature set at a lower price point of $495 per 1,000 tickets or chats. It includes various usage tiers based on features, ensuring scalability according to business needs. Key features of Zendesk AI include human handover, which allows seamless transition to human agents when necessary, comprehensive analytics and insights for performance tracking, an AI email assistant to streamline email responses, and email lead capture to enhance lead generation efforts. This detailed feature set positions Zendesk AI as a versatile and cost-effective option in the AI customer support market.
Full breakdown: All available features and pricing
| Feature | Salesforce AI | 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 | $2,000 | $495 | $99 |
| Usage Tiers | Not provided | Based on features | 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 | Yes | Yes |
| Email Lead Capture | Not provided | Yes | Yes |
| Pricing Page | Salesforce AI 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 | Not provided | 1 | 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 | 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) | Not provided | https://www.zendesk.com/marketplace/apps/ | 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 | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | IBM Watson | GPT-4o | 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 ofSalesforce AI,Zendesk AI, andMy AskAI. These platforms are designed to enhance customer support by automating responses and deflecting support tickets. My AskAI can integrate with both Salesforce AI and Zendesk AI, providing additional flexibility.
AI Customer Support Features
All three platforms offer AI customer support features aimed at improving the efficiency of handling customer inquiries. They also provide AI features specifically designed for support agents, ensuring that human operators can work more effectively alongside AI.
Pricing
When it comes to pricing per 1,000 tickets or chats, My AskAI is the most cost-effective at $99, compared to Zendesk AI at $495 and Salesforce AI at $2,000. This significant price difference can be a crucial factor for businesses looking to manage costs while still leveraging AI capabilities.
Usage Tiers
Zendesk AI's pricing is based on features, while My AskAI offers clear usage tiers: Essentials, Pro, and Enterprise, with varying conversation limits. My AskAI also charges $0.10 per conversation beyond these limits, providing flexible scaling options. Salesforce AI does not provide detailed information on usage tiers.
Human Handover
Both Zendesk AI and My AskAI support human handover, allowing complex queries to be seamlessly transferred to human agents. Salesforce AI does not provide information on this feature.
Conversation Analytics/Insights
Zendesk AI and My AskAI offer conversation analytics and insights, helping businesses understand customer interactions and improve service quality. Salesforce AI does not provide details on this capability.
AI Email Assistant and Email Lead Capture
Zendesk AI and My AskAI include AI email assistants and email lead capture features, enhancing the platforms' ability to manage customer communications. Salesforce AI does not specify these features.
Content Limits
My AskAI provides unlimited content limits across all tiers, ensuring that businesses can scale their AI support without content restrictions. Zendesk AI's content limits are to be confirmed, and Salesforce AI does not provide information on this aspect.
Number of Chatbots/Agents
My AskAI offers varying numbers of chatbots/agents depending on the tier, with unlimited chatbots available in the Enterprise plan. Zendesk AI offers one chatbot, and Salesforce AI does not specify this feature.
Hosted Help Centre and Chatbot Flow Builder
Zendesk AI includes a hosted help center and a chatbot flow builder, enhancing its support capabilities. My AskAI does not offer these features, focusing instead on integration and flexibility.
Integrations
My AskAI excels in integration options, supporting various content and knowledge sources such as websites, Google Drive, Notion, and more. It also integrates with numerous end-user platforms like Slack, Teams, and WhatsApp. Zendesk AI offers integrations via its marketplace, while Salesforce AI does not provide detailed integration information.
Compliance
Both Zendesk AI and My AskAI are GDPR compliant, ensuring data protection and privacy. Zendesk AI is also SOC-2 compliant, whereas My AskAI is not.
Support
My AskAI offers tiered support options, ranging from web and email support in the Essentials plan to a dedicated success manager in the Enterprise plan. Support details for Salesforce AI and Zendesk AI are not provided.
AI Models Available
My AskAI utilizes GPT-4o across all plans, with the Enterprise plan offering additional models like Claude and Gemini. Zendesk AI also uses GPT-4o, while Salesforce AI relies on IBM Watson.
API Access
Both Zendesk AI and My AskAI provide API access, enabling further customization and integration. Salesforce AI does not specify API access.
Conclusion
In summary, while Salesforce AI and Zendesk AI offer robust AI customer support features, My AskAI stands out in terms of cost-effectiveness, flexible usage tiers, and extensive integration options. These factors make My AskAI a compelling choice for businesses looking to enhance their customer support capabilities efficiently.
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