AI customer support agent features & capabilities compared:Tawkvs. Intercom Fin AI
Tawk and Intercom Fin AI are AI customer support platforms designed to deflect support tickets and streamline customer interactions. Tawk offers a tiered pricing model with a cost of $20 per 1,000 tickets or chats, catering to different usage levels from hobbyists to enterprise clients. It includes features such as human handover, analytics and insights, and email lead capture, but does not provide an AI email assistant.
Intercom Fin AI, on the other hand, charges $495 per 1,000 tickets or chats and structures its pricing based on the features offered. Similar to Tawk, it supports human handover, offers analytics and insights, and includes email lead capture capabilities; however, it also lacks an AI email assistant. This positions Intercom Fin AI as a more premium option in terms of pricing, potentially reflecting a different target market or additional value in its feature set.
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Full breakdown: All available features and pricing
| Feature | Tawk | Intercom Fin AI | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $20 | $495 | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo | Based on features | 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 | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tawk pricing page | Intercom Fin AI 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 | 1 | 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 | Yes | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text | Websites (public and private) Help Center Files (PDF) | 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 | Intercom Fin AI 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 | Not provided | 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 | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Tawk vs. Intercom Fin AI vs. My AskAI: AI Customer Support Features
AI Customer Support Capabilities
All three platforms, Tawk, Intercom Fin AI, and My AskAI, offer AI customer support features aimed at deflecting support tickets. Tawk and Intercom Fin AI provide comprehensive AI solutions, while My AskAI can be integrated within Tawk or Intercom Fin AI to enhance their capabilities.
AI Features for Support Agents
Intercom Fin AI and My AskAI both offer AI features designed to assist support agents, whereas Tawk does not. This makes Intercom Fin AI and My AskAI more appealing for businesses looking to enhance the efficiency of their support teams.
Pricing Per 1,000 Tickets/Chats
Tawk is the most cost-effective at $20 per 1,000 tickets/chats. My AskAI is priced at $99, offering a middle ground, while Intercom Fin AI is the most expensive at $495. This significant price difference can influence the choice of platform based on budget constraints.
Usage Tiers
Tawk and My AskAI offer clear usage tiers. Tawk's tiers range from the Hobby tier with 100 messages per month to the Enterprise tier with 20,000 messages per month. My AskAI's tiers include Essentials, Pro, and Enterprise, with a per-conversation cost beyond the limits. Intercom Fin AI's pricing is based on features, making it less straightforward.
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, helping businesses to understand and improve their customer support interactions.
AI Email Assistant
My AskAI stands out by offering an AI email assistant, a feature not available in Tawk or Intercom Fin AI. This can be particularly useful for businesses that rely heavily on email communication.
Email Lead Capture
All three platforms support email lead capture, making it easier to gather potential customer information.
Pricing Pages
For detailed pricing information, users can refer to the respective pricing pages:Tawk pricing page,Intercom Fin AI pricing page, andMy AskAI pricing page.
Content Limits
My AskAI offers unlimited content limits across all its tiers, while Tawk and Intercom Fin AI's content limits are based on features, providing more flexibility with My AskAI.
Number of Chatbots/Agents
My AskAI provides specific details on the number of chatbots/agents available per tier, with the Enterprise tier offering unlimited agents. Tawk and Intercom Fin AI do not provide explicit details.
Hosted Help Centre
Tawk and Intercom Fin AI offer hosted help centers, a feature not available in My AskAI.
Chatbot Flow Builder
Both Tawk and Intercom Fin AI feature a chatbot flow builder, whereas My AskAI does not, potentially limiting customization for some users.
Integrations (Content/Knowledge)
My AskAI excels in content and knowledge integrations, supporting a wide range of platforms such as Google Drive, Notion, Confluence, and more. Tawk and Intercom Fin AI offer fewer integrations in comparison.
Integrations (End Users)
My AskAI also leads in end-user integrations, supporting platforms like Zendesk, Intercom, Slack, Teams, and many others. Tawk and Intercom Fin AI have fewer end-user integration options.
Compliance
All three platforms are GDPR compliant, ensuring data protection standards are met. Intercom Fin AI is also SOC-2 compliant, providing an additional layer of security assurance not available with Tawk and My AskAI.
Support
Support levels vary across platforms. Tawk offers different support levels based on tiers, while My AskAI provides prioritized support for Pro and Enterprise tiers. Intercom Fin AI does not provide explicit support details.
AI Models Available
Tawk uses the Apollo AI Bot across all tiers. Intercom Fin AI uses GPT-4o, whereas My AskAI offers a choice between GPT-4o, Claude, and Gemini, providing more flexibility in AI model selection.
API Access
All three platforms provide API access, allowing for integration and customization to meet specific business needs.
In summary, while Tawk and Intercom Fin AI offer robust AI customer support features, My AskAI provides additional benefits such as an AI email assistant, extensive integrations, and flexible AI model options, making it a strong contender in the AI customer support market.
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