AI customer support agent features & capabilities compared: Tawk vs. Ada
Tawk and Ada are AI customer support platforms designed to deflect support tickets and improve customer service efficiency. Tawk offers a tiered pricing structure with rates starting at $20 per 1,000 tickets/chats, catering to different usage levels from hobbyists to enterprises. Tawk's features include human handover capabilities, comprehensive analytics and insights, and email lead capture, although it does not provide an AI email assistant.
In contrast, Ada positions itself at a higher price point of $1,000 per 1,000 tickets/chats, with no specific usage tiers mentioned. Ada's platform includes similar core functionalities such as human handover, detailed analytics, and email lead capture. Additionally, Ada offers an AI email assistant, which can further enhance customer support by automating email responses. This feature may justify its higher pricing for businesses looking for advanced AI capabilities in their customer support operations.
You can integrate My AskAI directly within Tawk, so that you can have powerful AI customer support within the support tool your team is already using.
You can get setup in under 30 mins, and start deflecting over 70% of your support tickets overnight.
Try our 30 free trial (with no credit card) to put us to the test.
Full breakdown: All available features and pricing
| Feature | Tawk | Ada | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | Not provided | Yes |
| AI Price Per 1,000 tickets/chats | $20 | $1,000 | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo |
Not provided | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | Yes | Yes |
| Conversation Analytics/Insights | Yes | Yes | Yes |
| AI Email Assistant | No | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tawk pricing page | Ada pricing page | My AskAI pricing page |
| Content Limits | Based on features | 50,000 articles | 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 | Yes | Not provided | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text |
Websites (public) Zendesk Salesforce API |
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) | Tawk marketplace / app store | Ada marketplace / app store | 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 | Yes | TBC | Yes |
| SOC-2 Compliant | No | TBC | No |
| Support | 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 |
TBC | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot |
TBC | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis focuses on the AI customer support features of Tawk, Ada, and My AskAI, aimed at deflecting support tickets. Each platform offers unique capabilities and pricing structures tailored to different business needs.
AI Customer Support Features
All three platforms, Tawk, Ada, and My AskAI, offer AI customer support features designed to enhance customer interaction and deflect support tickets. However, My AskAI stands out by providing AI features specifically for support agents, a feature not available in Tawk and not explicitly provided by Ada.
Pricing
Tawk has the most affordable AI pricing at $20 per 1,000 tickets/chats, making it a cost-effective option for smaller businesses. Ada's pricing is significantly higher at $1,000 per 1,000 tickets/chats, positioning it for larger enterprises. My AskAI offers a middle ground at $99 per 1,000 tickets/chats, providing a balance between cost and advanced features.
Usage Tiers
Tawk offers three usage tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). Ada does not provide specific usage tiers. My AskAI offers Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with a cost of $0.10 per conversation beyond the limits.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Each platform provides conversation analytics and insights, enabling businesses to monitor and improve their customer support interactions.
AI Email Assistant
Tawk does not offer an AI email assistant, whereas both Ada and My AskAI include this feature, enhancing their ability to manage customer queries via email.
Email Lead Capture
Email lead capture is available across all three platforms, facilitating the collection of potential customer information.
Content Limits
Tawk's content limits are based on features, while Ada supports up to 50,000 articles. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing extensive content management capabilities.
Number of Chatbots/Agents
Tawk and Ada do not specify the number of chatbots/agents. My AskAI offers one chatbot with two modes (public and private) in Essentials and Pro tiers, and unlimited chatbots/agents in the Enterprise tier.
Hosted Help Centre
Tawk provides a hosted help center, a feature not specified for Ada. My AskAI does not offer a hosted help center but focuses on other integrations and capabilities.
Chatbot Flow Builder
Both Tawk and Ada include a chatbot flow builder, allowing businesses to design custom interaction flows. My AskAI does not offer this feature but compensates with other advanced functionalities.
Integrations (Content/Knowledge)
Tawk integrates with your website, shortcuts, documents, and knowledge bases. Ada supports integration with public websites, Zendesk, Salesforce, and API. My AskAI offers extensive integrations, including websites, various file formats, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Tawk and Ada have their respective marketplaces/app stores for integrations. My AskAI integrates with websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp (via Intercom/Zendesk), Instagram (via Intercom/Zendesk), Messenger (via Intercom/Zendesk), and X/Twitter (via Intercom/Zendesk).
Compliance and Support
Tawk and My AskAI are GDPR compliant, while Ada's compliance is to be confirmed. None of the platforms are SOC-2 compliant. Support varies, with Tawk offering different levels based on the tier, and My AskAI providing web, email, and priority support, including a success manager for the Enterprise tier.
AI Models Available
Tawk uses the Apollo AI Bot across all tiers. Ada's AI models are not specified. My AskAI employs GPT-4o for Essentials and Pro tiers, with the Enterprise tier offering GPT-4o, Claude, or Gemini models.
API Access
All three platforms provide API access, allowing for custom integrations and extended functionality.
Conclusion
My AskAI offers a comprehensive set of features, competitive pricing, and extensive integrations, making it a versatile option for businesses looking to enhance their AI customer support capabilities.
Compare Tawk with other AI support agents
Join 250+ eCommerce and SaaS businesses using our AI support agents to automate their support
“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
