AI customer support agent features & capabilities compared:Tawkvs. Drift
Tawk and Drift are AI customer support platforms designed to deflect support tickets and enhance customer interaction. Tawk offers a structured pricing model at $20 per 1,000 tickets/chats, with clear usage tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). Key features of Tawk include human handover capabilities, analytics and insights, and email lead capture, although it lacks an AI email assistant.
Drift, on the other hand, does not provide a clear pricing structure, opting for a price on application (POA) model. Unlike Tawk, Drift does not specify usage tiers, making it less transparent in terms of scalability. Drift supports human handover and email lead capture but does not offer analytics/insights or an AI email assistant. This positions Drift as a potentially flexible but less defined option compared to Tawk, which provides more detailed information on its features and pricing.
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Full breakdown: All available features and pricing
| Feature | Tawk | Drift | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | No | Yes |
| AI Price Per 1,000 tickets/chats | $20 | POA | $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 | No | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tawk pricing page | Drift pricing page | My AskAI pricing page |
| Content Limits | Based on features | Not provided | 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 | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text | FAQs Customer Interactions Product and Service Information Feedback Loops | 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 | Drift 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 | Yes | Yes |
| SOC-2 Compliant | No | Yes | 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 | Premium - 12/5 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Advanced - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Enterprise - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources | 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 | Fine-tuned OpenAI | 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 offered by Tawk, Drift, and My AskAI. These platforms are designed to deflect support tickets and enhance customer service efficiency through AI-driven interactions. My AskAI can be integrated within both Tawk and Drift, providing an additional layer of functionality.
AI Customer Support Features
All three platforms—Tawk, Drift, and My AskAI—offer AI customer support features. However, only My AskAI extends its AI capabilities to support agents, providing tools to assist them directly.
Pricing
Tawk charges $20 per 1,000 tickets/chats, making it the most affordable option among the three. Drift's pricing is provided on application (POA), which can imply variability based on specific needs. My AskAI charges $99 per 1,000 tickets/chats, positioning it as a premium option but with advanced features.
Usage Tiers
Tawk offers three usage tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). Drift does not provide specific usage tiers publicly. My AskAI has three tiers as well: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). For My AskAI, additional conversations beyond the limits are charged at $0.10 each.
Human Handover
All three platforms support human handover, allowing seamless transitions from AI to human agents when necessary.
Conversation Analytics/Insights
Both Tawk and My AskAI offer conversation analytics and insights, a feature not available with Drift. This provides valuable data to improve customer support strategies.
AI Email Assistant
Only My AskAI provides an AI email assistant, making it a unique feature compared to Tawk and Drift.
Email Lead Capture
All three platforms support email lead capture, ensuring potential customer information is gathered efficiently.
Content Limits
Tawk's content limits are based on features, while Drift does not provide specific information. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates.
Number of Chatbots/Agents
Tawk and Drift do not specify the number of chatbots or agents. My AskAI offers one chatbot with two modes (public and private) for Essentials and Pro tiers, and unlimited chatbots for the Enterprise tier.
Hosted Help Centre
Tawk is the only platform that offers a hosted help center. Neither Drift nor My AskAI provides this feature.
Chatbot Flow Builder
Both Tawk and Drift include a chatbot flow builder, whereas My AskAI does not.
Integrations (Content/Knowledge)
Tawk integrates with websites, shortcuts, documents, knowledge bases, and plain text. Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. My AskAI has a broader range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Tawk and Drift have their own marketplaces or app stores for integrations. My AskAI integrates with a wide array of platforms including website, 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
All three platforms are GDPR compliant. Drift is also SOC-2 compliant, a certification not held by Tawk or My AskAI.
Support
Tawk offers varying levels of support based on the tier, from AI Assist and Live Chat to priority support and custom message limits. Drift provides extensive support across all tiers, including dedicated customer success managers, strategy sessions, and 24/7 support for higher tiers. My AskAI offers web and email support for Essentials, priority support for Pro, and Slack and a success manager for the Enterprise tier.
AI Models Available
Tawk uses the Apollo AI Bot across all tiers. Drift employs fine-tuned models and OpenAI. My AskAI utilizes GPT-4o for Essentials and Pro tiers, with additional options like Claude and Gemini available for the Enterprise tier.
API Access
All three platforms offer API access, enabling further customization and integration capabilities.
Conclusion
Each platform offers distinct features and pricing structures tailored to different business needs. My AskAI stands out with its advanced AI capabilities for support agents, extensive integrations, and unique features like the AI email assistant.
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