AI customer support agent features & capabilities compared: SalesIQ (Zoho) vs. Drift

AI Customer Support Platforms Comparison

This analysis focuses on the AI customer support features of SalesIQ (Zoho), Drift, and My AskAI. The goal is to understand how each platform helps in deflecting support tickets and the unique features they offer.

AI Customer Support Features

SalesIQ (Zoho), Drift, and My AskAI all offer AI customer support features. This includes capabilities such as automated responses and ticket deflection, which are essential for reducing the load on human support agents.

AI Features for Support Agents

SalesIQ (Zoho) and My AskAI provide AI features specifically designed to assist support agents. This includes tools that can suggest responses or provide relevant information during customer interactions. Drift does not offer these specific features for support agents.

Pricing

The AI pricing for SalesIQ (Zoho) and Drift is provided on application (POA), making it less transparent. My AskAI offers a clear pricing structure of $99 per 1,000 tickets/chats, making it easier for businesses to budget.

Usage Tiers

SalesIQ (Zoho) offers a range of usage tiers from a free plan with 100 chat sessions per month to an enterprise plan with unlimited sessions. Drift does not provide detailed usage tiers publicly. My AskAI has defined tiers: Essentials with 200 conversations per month, Pro with 1,000 conversations per month, and Enterprise with unlimited conversations, plus a $0.10 charge per conversation beyond the limits.

Human Handover

All three platforms—SalesIQ (Zoho), Drift, and My AskAI—support human handover, ensuring that complex queries can be escalated to human agents when necessary.

Conversation Analytics/Insights

SalesIQ (Zoho) and My AskAI offer conversation analytics and insights, which are crucial for understanding customer interactions and improving service. Drift does not provide these analytics features.

AI Email Assistant

My AskAI stands out by offering an AI email assistant, a feature not available in SalesIQ (Zoho) or Drift. This can help in automating email responses and managing email-based customer support.

Email Lead Capture

All three platforms—SalesIQ (Zoho), Drift, and My AskAI—offer email lead capture capabilities, helping businesses to gather and manage potential customer leads effectively.

Content Limits

SalesIQ (Zoho) has content limits based on the plan, ranging from 100 to 2,000 articles. Drift does not specify content limits. My AskAI offers unlimited webpages and documents across all plans, which are updated automatically, providing greater flexibility.

Number of Chatbots/Agents

SalesIQ (Zoho) offers a varying number of chatbots depending on the plan, from none in the free plan to 10 in the enterprise plan. Drift does not provide specific details on this. My AskAI offers one chatbot with two modes (public and private) for Essentials and Pro plans, and unlimited chatbots for the Enterprise plan.

Hosted Help Centre

None of the platforms provide a hosted help center, focusing instead on AI-driven support features.

Chatbot Flow Builder

Drift offers a chatbot flow builder, allowing for the creation of customized chatbot interactions. SalesIQ (Zoho) and My AskAI do not offer this feature.

Integrations (Content/Knowledge)

SalesIQ (Zoho) integrates with files and help centers. Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. My AskAI offers extensive integrations with websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.

Integrations (End Users)

SalesIQ (Zoho) and Drift both have extensive marketplaces for integrations. My AskAI integrates with websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter via Intercom/Zendesk.

Compliance

All three platforms are GDPR compliant. SalesIQ (Zoho) and Drift are also SOC-2 compliant, whereas My AskAI is not.

Support

Drift offers tiered support with varying levels of access to customer success managers and technical support. My AskAI provides Essentials support via web and email, Pro support with priority web, email, and video, and Enterprise support with Slack and a success manager.

AI Models Available

SalesIQ (Zoho) offers different AI models depending on the plan, with GPT-4 available for the enterprise tier. Drift uses fine-tuned OpenAI models. My AskAI uses GPT-4o across all tiers, with the Enterprise plan also offering Claude and Gemini models.

API Access

All three platforms—SalesIQ (Zoho), Drift, and My AskAI—provide API access, allowing for custom integrations and extended functionality.

Conclusion

SalesIQ (Zoho) and Drift offer robust AI customer support features, but My AskAI provides additional benefits such as a clear pricing structure, AI email assistant, and extensive integrations. This makes My AskAI a competitive choice for businesses looking to enhance their customer support capabilities with AI.