AI customer support agent features & capabilities compared: Tawk vs. HubSpot

Introduction

This analysis focuses on the AI customer support features of Tawk, HubSpot, and My AskAI. Each platform offers unique capabilities aimed at deflecting support tickets and enhancing customer service efficiency. My AskAI can be integrated within Tawk or HubSpot, offering additional flexibility for users.

AI Customer Support Features

Tawk, HubSpot, and My AskAI all offer AI customer support features designed to streamline customer interactions and reduce the workload on human agents. While Tawk and HubSpot provide robust AI capabilities, My AskAI enhances these platforms with advanced AI models and integrations.

AI Features for Support Agents

HubSpot and My AskAI offer AI features specifically designed to assist support agents, such as AI email assistants and conversation analytics. Tawk does not provide these features, making My AskAI a valuable addition for users seeking comprehensive AI support.

Pricing

For AI customer support, Tawk charges $20 per 1,000 tickets/chats, while HubSpot offers pricing on a POA (Price on Application) basis. My AskAI charges $99 for the same volume, positioning itself as a premium option with advanced features and integrations.

Usage Tiers

Tawk offers three usage tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). HubSpot provides Service Hub Professional and Enterprise tiers, each supporting up to 5,000 snippets. My AskAI offers Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with additional conversations priced at $0.10 each.

Human Handover

All three platforms—Tawk, HubSpot, and My AskAI—support seamless human handover, ensuring that complex queries can be escalated to human agents when necessary.

Conversation Analytics/Insights

Tawk, HubSpot, and My AskAI provide conversation analytics and insights, helping businesses understand customer interactions and improve their support strategies.

AI Email Assistant

HubSpot and My AskAI both offer AI email assistants to help manage and respond to customer emails efficiently. Tawk does not include this feature, making My AskAI a beneficial integration for users needing email support.

Email Lead Capture

All three platforms—Tawk, HubSpot, and My AskAI—support email lead capture, enabling businesses to collect and manage customer information effectively.

Content Limits

Tawk and HubSpot have content limits based on their respective features and usage tiers. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing greater flexibility and scalability.

Number of Chatbots/Agents

HubSpot offers limited seats for chatbots/agents, with Marketing Hub Professional allowing 3 seats and Enterprise allowing 5 seats. My AskAI provides more flexibility, with Essentials and Pro tiers offering one chatbot (with two modes: public and private) and the Enterprise tier offering unlimited chatbots.

Hosted Help Centre

Both Tawk and HubSpot provide hosted help centers, while My AskAI does not include this feature, focusing instead on powerful AI integrations and support capabilities.

Chatbot Flow Builder

Tawk and HubSpot include chatbot flow builders, allowing users to design custom chatbot interactions. My AskAI does not offer a flow builder but compensates with advanced AI models and integrations.

Integrations (Content/Knowledge)

Tawk integrates with various content sources, including websites, documents, and knowledge bases. HubSpot does not provide specific integration details. My AskAI offers extensive integrations with websites, multiple file types, and third-party platforms like Google Drive, Notion, Confluence, and more.

Integrations (End Users)

Tawk has a marketplace/app store for integrations, while HubSpot integrates with popular platforms like Facebook and WhatsApp. My AskAI supports a wide range of integrations, including Zendesk, Intercom, Slack, and more, providing extensive connectivity options for end users.

Compliance and Support

Tawk, HubSpot, and My AskAI are all GDPR compliant. HubSpot also holds SOC-2 compliance, which Tawk and My AskAI do not. Support options vary, with Tawk offering different levels based on usage tiers, HubSpot providing email, in-app chat, and phone support, and My AskAI offering web, email, video, and priority support options.

AI Models and API Access

Tawk uses the Apollo AI Bot across all tiers, while HubSpot does not specify its AI models. My AskAI leverages advanced AI models like GPT-4o, Claude, and Gemini, offering robust AI capabilities. All three platforms provide API access, enabling further customization and integration.

Conclusion

In summary, My AskAI offers advanced AI features and extensive integrations, making it a strong contender for businesses seeking comprehensive AI customer support solutions. While Tawk and HubSpot provide solid foundational features, integrating My AskAI can significantly enhance their capabilities.