AI customer support agent features & capabilities compared:Tawkvs. LiveChat
Tawk and LiveChat are both AI customer support platforms designed to deflect support tickets and streamline customer interactions. Tawk offers a tiered pricing model, starting at $20 per 1,000 tickets or chats, with different usage tiers ranging from 100 messages per month for hobby users to 20,000 messages per month for enterprise customers. Key features include human handover capabilities, analytics and insights, and email lead capture, though it lacks an AI email assistant.
LiveChat, on the other hand, charges $52 per 1,000 tickets or chats but does not impose any usage limits, making it potentially more flexible for companies with fluctuating support needs. Similar to Tawk, LiveChat also supports human handover, provides analytics and insights, and includes email lead capture. However, like Tawk, it does not offer an AI email assistant. Overall, Tawk positions itself as a more cost-effective solution with tiered usage options, whereas LiveChat offers a higher price point with unlimited usage.
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Full breakdown: All available features and pricing
| Feature | Tawk | LiveChat | + 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 | $52 | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo | No usage limit | 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 | LiveChat 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 | Starter - 1 agent Team - unlimited agents Business - unlimited agents Enterprise - based on contract | 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 | Knowledge base Product pages Terms of service FAQs | 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 | LiveChat 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 | No | 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 | Starter - Help Center, 24/7/365 Support Team - Help Center, 24/7/365 Support Business - Help Center, 24/7/365 Support Enterprise - Help Center, 24/7/365 Support | 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 | Not provided | 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 of Tawk, LiveChat, and My AskAI. Each platform offers unique capabilities aimed at deflecting support tickets and enhancing customer service efficiency.
AI Customer Support Features
All three platforms—Tawk, LiveChat, and My AskAI—provide AI customer support features. However, LiveChat and My AskAI also offer AI features specifically designed to assist support agents, which Tawk does not.
Pricing
When it comes to pricing, Tawk offers the most cost-effective solution at $20 per 1,000 tickets/chats. LiveChat is priced at $52 for the same volume, whereas My AskAI is the most expensive at $99 per 1,000 tickets/chats. This makes Tawk a more budget-friendly option, while My AskAI might offer more advanced features justifying the higher cost.
Usage Tiers
Tawk provides three usage tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). LiveChat does not impose any usage limits, making it a flexible option. My AskAI also offers tiered usage plans: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional cost of $0.10 per conversation beyond the limits.
Human Handover and Analytics
All three platforms support human handover, ensuring seamless transitions between AI and human agents. They also offer conversation analytics and insights to help optimize customer support strategies.
AI Email Assistant and Lead Capture
My AskAI stands out by offering an AI Email Assistant, a feature not available in Tawk or LiveChat. All three platforms provide email lead capture capabilities.
Content Limits
My AskAI offers unlimited content limits across all its plans, which is a significant advantage. Tawk and LiveChat's content limits are based on their respective features, but specific details are not provided.
Number of Chatbots/Agents
LiveChat offers a range of plans from a single agent to unlimited agents, while My AskAI provides one chatbot in the Essentials and Pro plans, with unlimited chatbots in the Enterprise plan. Tawk does not specify the number of chatbots or agents.
Hosted Help Centre and Chatbot Flow Builder
Both Tawk and LiveChat offer a hosted help center and a chatbot flow builder. My AskAI does not provide these features, focusing instead on its advanced AI capabilities.
Integrations
Tawk and LiveChat offer various integrations through their respective marketplaces. My AskAI supports a wide range of integrations, including websites, multiple file types, Google Drive, Notion, Confluence, SharePoint, and more, making it highly versatile.
Compliance and Support
All three platforms are GDPR compliant, but none are SOC-2 compliant. In terms of support, Tawk offers different levels of support based on the plan, LiveChat provides 24/7/365 support across all plans, and My AskAI offers tiered support with higher levels of service for Pro and Enterprise plans.
AI Models and API Access
Tawk uses the Apollo AI Bot across all its plans. LiveChat does not specify the AI models used. My AskAI leverages advanced models like GPT-4o, Claude, and Gemini, offering more sophisticated AI capabilities. All three platforms provide API access.
Conclusion
Tawk, LiveChat, and My AskAI each offer unique strengths in the realm of AI customer support. Tawk is cost-effective, LiveChat provides unlimited usage, and My AskAI offers advanced AI features and extensive integrations. Depending on specific needs and budget, each platform presents viable solutions for enhancing customer support through AI.
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