AI customer support agent features & capabilities compared: Tawk vs. Help Scout
Tawk and Help Scout both offer AI customer support platforms aimed at deflecting support tickets, but they cater to different market segments with distinct features and pricing models. Tawk's AI customer support is priced at $20 per 1,000 tickets or chats, making it a cost-effective solution for businesses of varying sizes. It provides different usage tiers, including 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, though it lacks an AI email assistant.
In contrast, Help Scout's AI customer support is significantly more expensive at $765 per 1,000 tickets or chats, but it offers unlimited usage across its Standard, Plus, and Pro tiers. Help Scout does not provide human handover or analytics and insights, which may limit its appeal to businesses that require these functionalities. However, like Tawk, it includes email lead capture but does not feature an AI email assistant. This pricing and feature disparity positions Tawk as a more budget-friendly option with essential analytics, while Help Scout targets businesses that need unlimited usage and are less concerned with advanced AI features.
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Full breakdown: All available features and pricing
| Feature | Tawk | Help Scout | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | No | Yes |
| Offers AI Features for Support Agents? | No | No | Yes |
| AI Price Per 1,000 tickets/chats | $20 | $765 | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo |
Standard - no usage limit Plus - no usage limit Pro - no usage limit |
Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | No | Yes |
| Conversation Analytics/Insights | Yes | No | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tawk pricing page | Help Scout pricing page | My AskAI pricing page |
| Content Limits | Based on features | Standard - no content limit Plus - no content limit Pro - no content limit |
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 | Yes | No |
| Chatbot Flow Builder | Yes | No | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text |
Not provided | 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 | Shopify Weebly Squarespace Wix Webflow |
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 |
Support levels are consistent across plans, with all customers receiving timely and effective assistance. | 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 |
AI Assist and AI Answers are powered by OpenAI's API service | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis evaluates the AI customer support features of three platforms: Tawk, Help Scout, and My AskAI. The focus is on their capabilities in deflecting support tickets, pricing, and other key features.
AI Customer Support Features
Tawk offers AI customer support features through its Apollo AI Bot, which is available across all its plans. Help Scout, on the other hand, does not provide AI customer support features. My AskAI integrates seamlessly with both Tawk and Help Scout, enhancing their functionality with AI-driven support capabilities.
AI Features for Support Agents
Neither Tawk nor Help Scout offers AI features specifically designed for support agents. My AskAI stands out by providing such features, which can significantly improve the efficiency and effectiveness of support teams.
Pricing
When it comes to AI pricing per 1,000 tickets/chats, Tawk is the most cost-effective at $20. My AskAI is priced at $99, which is still significantly lower than Help Scout's $765 for the same volume.
Usage Tiers
Tawk offers three tiers: Hobby, Growth, and Enterprise, with varying message limits. Help Scout provides three plans—Standard, Plus, and Pro—without usage limits. My AskAI also offers three tiers: Essentials, Pro, and Enterprise, with a pay-per-conversation model beyond set limits, providing flexibility and scalability.
Human Handover
Both Tawk and My AskAI support human handover, allowing seamless transition from AI to human agents when necessary. Help Scout does not offer this feature.
Conversation Analytics/Insights
Tawk and My AskAI both provide conversation analytics and insights, which are crucial for understanding customer interactions and improving service. Help Scout lacks this feature.
AI Email Assistant
My AskAI includes an AI email assistant, which neither Tawk nor Help Scout offers. This feature can automate and streamline email support, reducing response times and improving customer satisfaction.
Email Lead Capture
All three platforms—Tawk, Help Scout, and My AskAI—offer email lead capture capabilities, ensuring that potential customer inquiries are not missed.
Content Limits
Help Scout has no content limits across its plans. My AskAI also offers unlimited webpages and documents across all tiers, with automatic updates. Tawk's content limits are based on the specific features of each plan.
Number of Chatbots/Agents
My AskAI provides clear details on the number of chatbots/agents available per plan, with unlimited agents in the Enterprise tier. Tawk and Help Scout do not specify the number of chatbots/agents.
Hosted Help Centre
Both Tawk and Help Scout offer a hosted help center, which My AskAI does not provide.
Chatbot Flow Builder
Tawk includes a chatbot flow builder, allowing for customized interaction flows. Neither Help Scout nor My AskAI offers this feature.
Integrations (Content/Knowledge)
My AskAI supports a wide range of integrations, including websites, various file types, and multiple content management systems like Google Drive, Notion, and Confluence. Tawk offers integrations with your website, shortcuts, documents, and knowledge bases. Help Scout does not specify its content/knowledge integrations.
Integrations (End Users)
My AskAI offers extensive end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, and Slack. Tawk has a marketplace/app store for integrations, while Help Scout supports integrations with e-commerce platforms like Shopify and website builders like Squarespace.
Compliance
All three platforms—Tawk, Help Scout, and My AskAI—are GDPR compliant. However, only Help Scout is SOC-2 compliant.
Support
Tawk provides different levels of support based on the plan, ranging from AI Assist and Live Chat to priority support. Help Scout offers consistent support across all plans. My AskAI provides tiered support, with the highest level offering a success manager and Slack support.
AI Models Available
Tawk uses the Apollo AI Bot across all its plans. Help Scout leverages OpenAI's API for its AI features. My AskAI offers multiple AI models, including GPT-4o, Claude, and Gemini, depending on the plan.
API Access
All three platforms—Tawk, Help Scout, and My AskAI—offer API access, allowing for further customization and integration.
Conclusion
In summary, My AskAI enhances the AI capabilities of both Tawk and Help Scout, offering a comprehensive suite of features aimed at improving customer support efficiency. It stands out with its AI features for support agents, competitive pricing, extensive integrations, and advanced AI models.
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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
