AI customer support agent features & capabilities compared: Tawk vs. Tidio
Tawk and Tidio are AI customer support platforms designed to help businesses deflect support tickets by automating customer interactions. Tawk offers a tiered pricing structure with a cost of $20 per 1,000 tickets or chats, catering to different usage levels including Hobby, Growth, and Enterprise tiers. Key features of Tawk's AI customer support include human handover capabilities, analytics and insights, and email lead capture, though it does not provide an AI email assistant.
In contrast, Tidio's AI customer support features are priced at $749+ per 1,000 tickets or chats, with usage tiers ranging from a free plan for 50 conversations to the Lyrio AI plan for 200 conversations, and a customizable Tidio+ plan. Similar to Tawk, Tidio offers human handover, analytics and insights, and email lead capture, but also lacks an AI email assistant. Despite the higher cost, Tidio's offering includes more granular customization options for higher usage levels. Both platforms aim to streamline customer support operations through their AI-driven solutions.
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Full breakdown: All available features and pricing
| Feature | Tawk | Tidio | + 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 | $749+ | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo |
Free - 50 conversations Lyrio AI - 200 conversations Tidio+ - custom conversation |
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 | Tidio 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 | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text |
Websites Add Manually Files (only available for Tidio+) |
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 | Tidio 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 |
Free - email, help desk Lyrio AI - email, live chat (24/5) Tidio+ - email, live chat (24/5), Flows building and strategy assistance, Dedicated Success Manager, Training sessions, Account reviews |
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 |
Free - Claude (Anthropic AI)/in-house models Lyrio AI - Claude (Anthropic AI)/in-house models Tidio+ - Claude (Anthropic AI)/in-house models |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis focuses on AI customer support features offered by Tawk, Tidio, and My AskAI. These platforms aim to deflect support tickets by providing automated customer support solutions.
AI Customer Support Features
All three platforms, Tawk, Tidio, and My AskAI, offer AI customer support features. However, Tidio and My AskAI also provide AI features specifically designed to assist support agents, whereas Tawk does not.
Pricing
In terms of AI pricing per 1,000 tickets or chats, Tawk is the most affordable at $20, followed by My AskAI at $99, and Tidio is significantly higher at $749+. This makes My AskAI a competitive middle-ground option for businesses looking for cost-effective AI support.
Usage Tiers
Tawk offers three usage tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). Tidio provides a free tier with 50 conversations, Lyrio AI with 200 conversations, and a custom conversation tier for Tidio+. 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 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 refine their customer support strategies based on data.
AI Email Assistant
Only My AskAI offers an AI Email Assistant, which can be a significant advantage for businesses that rely heavily on email communication for customer support.
Email Lead Capture
All three platforms support email lead capture, allowing businesses to gather leads through their AI customer support systems.
Content Limits
Tawk and Tidio have unspecified content limits based on features, while My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates.
Number of Chatbots/Agents
Tawk and Tidio do not specify the number of chatbots/agents allowed. My AskAI provides one chatbot in Essentials and Pro tiers (with two modes: public and private) and unlimited chatbots in the Enterprise tier.
Hosted Help Centre
Tawk offers a hosted help center, whereas Tidio and My AskAI do not.
Chatbot Flow Builder
Both Tawk and Tidio include a chatbot flow builder, while My AskAI does not offer this feature.
Integrations (Content/Knowledge)
Tawk integrates with websites, shortcuts, documents, and knowledge bases. Tidio supports website integration, manual additions, and files (only available for Tidio+). My AskAI offers extensive integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
All platforms offer a variety of integrations for end users. My AskAI supports integration with websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
GDPR Compliance
All three platforms are GDPR compliant, ensuring data protection and privacy for users in the European Union.
SOC-2 Compliance
None of the platforms are SOC-2 compliant, which may be a consideration for businesses with stringent security requirements.
Support
Tawk offers varying levels of support depending on the tier, including AI Assist and Live Chat for Hobby and Growth, and priority support for Enterprise. Tidio provides email and help desk support for free users, live chat for Lyrio AI, and extensive support options for Tidio+. My AskAI offers web and email support for Essentials, priority support for Pro, and a success manager for Enterprise.
AI Models Available
Tawk uses the Apollo AI Bot across all tiers. Tidio employs Claude (Anthropic AI) and in-house models. My AskAI offers GPT-4o for Essentials and Pro tiers, with GPT-4o, Claude, and Gemini available for the Enterprise tier.
API Access
All three platforms provide API access, allowing for custom integrations and extended functionality.
Conclusion
In summary, Tawk, Tidio, and My AskAI each have unique strengths in their AI customer support offerings. My AskAI stands out with its competitive pricing, extensive integrations, and unique features such as the AI Email Assistant.
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