AI customer support agent features & capabilities compared:Tawkvs. Chatfuel

Overview

This analysis focuses on the AI customer support features of Tawk, Chatfuel, and My AskAI. These platforms aim to deflect support tickets using AI capabilities. My AskAI can be integrated within Tawk or Chatfuel, offering additional features.

AI Customer Support Features

All three platforms—Tawk, Chatfuel, and My AskAI—offer AI customer support features designed to handle customer inquiries and support requests. However, My AskAI also provides AI features specifically for support agents, which is not available in Tawk or Chatfuel.

Pricing

For AI services per 1,000 tickets/chats, both Tawk and Chatfuel charge $20, while My AskAI charges $99. Despite the higher cost, My AskAI offers more advanced features and capabilities, which may justify the price for businesses requiring robust AI support.

Usage Tiers

Tawk offers three usage tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). Chatfuel provides tiers based on platforms like Facebook, Instagram, and WhatsApp, with 1,000 conversations/month for Business and custom limits for Enterprise. My AskAI's tiers are Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited), with an additional $0.10 per conversation beyond the limit.

Human Handover

All three platforms support human handover, allowing seamless transition from AI to human agents when necessary.

Conversation Analytics/Insights

Tawk and My AskAI offer conversation analytics and insights, providing valuable data to improve customer support. Chatfuel lacks this feature, which may be a consideration for data-driven businesses.

AI Email Assistant

My AskAI includes an AI email assistant, a feature not available in Tawk or Chatfuel. This can help automate and improve email support processes.

Email Lead Capture

All three platforms support email lead capture, ensuring that potential customer information is collected effectively.

Content Limits

Tawk and Chatfuel have content limits based on features, whereas My AskAI offers unlimited content for webpages and documents across all tiers, which are updated automatically.

Number of Chatbots/Agents

The number of chatbots/agents is not specified for Tawk and Chatfuel. My AskAI offers 1 chatbot with 2 modes (public and private) in Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier.

Hosted Help Centre

Tawk provides a hosted help center, while Chatfuel and My AskAI do not offer this feature.

Chatbot Flow Builder

Both Tawk and Chatfuel include a chatbot flow builder, allowing for customized conversation flows. My AskAI does not have this feature, focusing instead on advanced AI capabilities.

Integrations (Content/Knowledge)

Tawk integrates with your website, shortcuts, documents, knowledge base, and plain text. Chatfuel offers integrations with Google Sheets, ChatGPT, Stripe, Zapier, and JSON API. My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.

Integrations (End Users)

Tawk's integrations are accessible via its marketplace/app store. Chatfuel integrates with Google Sheets, Hubspot, Shopify, Zapier, CRM, and custom APIs. My AskAI supports multiple platforms, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, and various chat and social media platforms via Intercom/Zendesk.

Compliance and Support

All three platforms are GDPR compliant. None are SOC-2 compliant. Support options vary: Tawk offers AI Assist and live chat, Chatfuel provides personal account managers and bot-building services for enterprise tiers, and My AskAI offers web, email, video, and priority support, with a success manager for Enterprise customers.

AI Models Available

Tawk uses the Apollo AI Bot across all tiers. Chatfuel utilizes ChatGPT. My AskAI offers GPT-4o in Essentials and Pro tiers, and GPT-4o/Claude/Gemini in the Enterprise tier, providing advanced AI capabilities.

API Access

All three platforms offer API access, allowing for custom integrations and extended functionalities.

Conclusion

Tawk and Chatfuel provide competitive pricing and essential AI customer support features. However, My AskAI stands out with its advanced AI capabilities, extensive integrations, and additional features like AI email assistance and conversation analytics, making it a robust choice for businesses seeking comprehensive AI support solutions.