AI customer support agent features & capabilities compared: Tawk vs. Salesforce AI
Tawk and Salesforce AI offer distinct AI customer support features aimed at deflecting support tickets, each catering to different market segments. Tawk's AI customer support platform is positioned as a cost-effective solution, charging $20 per 1,000 tickets or chats. It offers various usage tiers, including Hobby (100 messages per month), Growth (1,000 messages per month), and Enterprise (20,000 messages per month). Key features include human handover capabilities, analytics and insights, and email lead capture, although it lacks an AI email assistant.
In contrast, Salesforce AI's customer support platform is priced significantly higher at $2,000 per 1,000 tickets or chats. The detailed breakdown of usage tiers, human handover capabilities, analytics, and other specific features are not provided in the available information. This suggests that Salesforce AI may be targeting larger enterprises with potentially more comprehensive but unspecified features, while Tawk offers a more transparent and budget-friendly option for businesses of varying sizes.
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Full breakdown: All available features and pricing
| Feature | Tawk | Salesforce 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 | $2,000 | $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 | Not provided | Yes |
| Conversation Analytics/Insights | Yes | Not provided | Yes |
| AI Email Assistant | No | Not provided | Yes |
| Email Lead Capture | Yes | Not provided | Yes |
| Pricing Page | Tawk pricing page | Salesforce 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 | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Not provided | No |
| Chatbot Flow Builder | Yes | Not provided | 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 | Not provided | 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 | Not provided | Yes |
| SOC-2 Compliant | No | Not provided | 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 |
IBM Watson | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
Introduction
This analysis focuses on the AI customer support features of Tawk, Salesforce AI, and My AskAI. Each platform offers unique capabilities aimed at deflecting support tickets and enhancing customer experience through AI.
AI Customer Support Features
All three platforms—Tawk, Salesforce AI, and My AskAI—offer AI customer support features. This is a fundamental aspect of their services, designed to automate and streamline customer interactions.
AI Features for Support Agents
Salesforce AI and My AskAI provide AI features specifically for support agents, enhancing their ability to manage and resolve tickets efficiently. Tawk, however, does not offer this capability, focusing solely on customer-facing AI features.
Pricing
Pricing varies significantly among the three platforms. Tawk charges $20 per 1,000 tickets/chats, making it the most cost-effective option. Salesforce AI, on the other hand, is priced at $2,000 per 1,000 tickets/chats, which is substantially higher. My AskAI offers a middle-ground pricing at $99 per 1,000 tickets/chats, balancing cost with advanced features.
Usage Tiers
Tawk offers three usage tiers: Hobby, Growth, and Enterprise, catering to different volumes of messages per month. Salesforce AI does not provide detailed usage tiers. My AskAI has three tiers—Essentials, Pro, and Enterprise—each with specific conversation limits and additional costs for exceeding those limits.
Human Handover
Both Tawk and My AskAI support human handover, ensuring that complex queries can be escalated to human agents seamlessly. Information on human handover for Salesforce AI is not provided.
Conversation Analytics/Insights
Tawk and My AskAI offer conversation analytics and insights, enabling businesses to track and improve their customer support interactions. This feature is not specified for Salesforce AI.
AI Email Assistant
My AskAI includes an AI Email Assistant feature, which is not available in Tawk and not specified for Salesforce AI. This feature helps automate email responses, further enhancing customer support efficiency.
Email Lead Capture
Tawk and My AskAI both offer email lead capture capabilities. This feature is not mentioned for Salesforce AI.
Pricing Pages
For detailed pricing, the platforms provide specific pages:
Content Limits
My AskAI offers unlimited content limits across all tiers, including webpages and documents, and updates automatically. Tawk's content limits are based on features, while Salesforce AI does not provide this information.
Number of Chatbots/Agents
My AskAI specifies the number of chatbots/agents available per tier, with Essentials and Pro offering one chatbot in two modes (public and private) and Enterprise offering unlimited chatbots. This information is not provided for Tawk and Salesforce AI.
Hosted Help Centre
Tawk includes a hosted help center, a feature not available in My AskAI. Information on this feature for Salesforce AI is not provided.
Chatbot Flow Builder
Tawk offers a chatbot flow builder, allowing for customizable interaction flows. This feature is not available in My AskAI and is not specified for Salesforce AI.
Integrations (Content/Knowledge)
My AskAI supports a wide range of integrations, including websites, various file types, and platforms like Google Drive, Notion, Confluence, and more. Tawk offers integrations with websites, shortcuts, documents, and knowledge bases. Salesforce AI's integrations are not specified.
Integrations (End Users)
My AskAI provides extensive end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, and more. Tawk offers integrations through its marketplace/app store. Information on Salesforce AI's end-user integrations is not provided.
Compliance
Both Tawk and My AskAI are GDPR compliant. Neither platform is SOC-2 compliant, and compliance information for Salesforce AI is not provided.
Support
Support options vary across the platforms. Tawk offers different support levels based on the tier, including live chat and priority support. My AskAI provides web and email support for Essentials, priority support for Pro, and comprehensive support including a success manager for Enterprise. Salesforce AI's support options are not specified.
AI Models Available
Tawk uses the Apollo AI Bot across all tiers. Salesforce AI utilizes IBM Watson. My AskAI offers GPT-4o across all tiers, with additional options like Claude and Gemini for the Enterprise tier.
API Access
Both Tawk and My AskAI offer API access, facilitating integration with other systems. Information on API access for Salesforce AI is not provided.
This comparative analysis highlights the key features, pricing, and capabilities of Tawk, Salesforce AI, and My AskAI, providing a clear understanding of each platform's strengths and limitations in AI customer support.
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