AI customer support agent features & capabilities compared: Tidio vs. Drift

Introduction

This analysis focuses on the AI customer support features of Tidio, Drift, and My AskAI. Each platform offers various tools aimed at deflecting support tickets through AI-driven solutions. My AskAI can be integrated within Tidio or Drift, providing an additional layer of functionality.

AI Customer Support Features

Both Tidio and Drift offer AI customer support features. Tidio enhances its offering with AI features designed for support agents, a capability that Drift lacks. My AskAI also provides AI features for support agents, making it a versatile addition to either platform.

Pricing

Tidio's AI pricing starts at $749 per 1,000 tickets/chats, while Drift's pricing is provided on request. My AskAI stands out with a competitive price of $99 per 1,000 tickets/chats, making it a cost-effective option for businesses.

Usage Tiers

Tidio offers three usage tiers: Free (50 conversations), Lyrio AI (200 conversations), and Tidio+ (custom conversations). Drift does not publicly provide usage tiers. My AskAI offers three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with additional charges of $0.10 per conversation beyond limits.

Human Handover

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

Conversation Analytics/Insights

Tidio and My AskAI provide conversation analytics and insights, a feature that Drift lacks. This capability allows businesses to gain valuable insights into customer interactions and improve their support strategies.

AI Email Assistant

My AskAI offers an AI email assistant, a feature not available in either Tidio or Drift. This functionality can significantly enhance email support efficiency.

Email Lead Capture

All three platforms—Tidio, Drift, and My AskAI—offer email lead capture capabilities, helping businesses to generate and manage leads effectively.

Content Limits

Tidio and Drift do not specify content limits. My AskAI provides unlimited webpages and documents across all its tiers, with automatic updates, offering more flexibility and scalability.

Number of Chatbots/Agents

Tidio allows for one chatbot/agent, while Drift does not provide this information. My AskAI offers one chatbot (with two modes: public and private) for Essentials and Pro plans, and unlimited chatbots for the Enterprise plan.

Hosted Help Centre

None of the platforms—Tidio, Drift, or My AskAI—offer a hosted help center as part of their AI customer support features.

Chatbot Flow Builder

Both Tidio and Drift include a chatbot flow builder in their offerings. My AskAI does not provide this feature, focusing instead on other advanced capabilities.

Integrations (Content/Knowledge)

Tidio integrates with websites, manually added content, and files (available only for Tidio+). Drift integrates with FAQs, customer interactions, product and service information, and feedback loops. 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)

Tidio and Drift have their respective marketplaces for integrations. My AskAI supports a wide range of end-user integrations, including 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—Tidio, Drift, and My AskAI—are GDPR compliant, ensuring data privacy and protection.

SOC-2 Compliance

Drift is SOC-2 compliant, while Tidio and My AskAI are not. This compliance indicates a higher level of data security and operational maturity.

Support

Tidio offers varying levels of support based on the plan, ranging from email and help desk support to live chat and dedicated success managers. Drift provides comprehensive support across its plans, including customer success managers, strategy sessions, and technical support. My AskAI offers web and email support for the Essentials plan, priority web, email, and video support for the Pro plan, and Slack and success manager support for the Enterprise plan.

AI Models Available

Tidio uses Claude (Anthropic AI) and in-house models across its plans. Drift employs fine-tuned models and OpenAI. My AskAI utilizes GPT-4o for Essentials and Pro plans, and offers GPT-4o, Claude, and Gemini for the Enterprise plan.

API Access

All three platforms—Tidio, Drift, and My AskAI—provide API access, allowing for custom integrations and extended functionality.

Conclusion

In summary, while Tidio and Drift offer robust AI customer support features, My AskAI provides several advantages, including competitive pricing, extensive integrations, and additional functionalities like an AI email assistant and conversation analytics. These features make My AskAI a compelling choice for enhancing customer support capabilities.