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

AI Customer Support Platforms Overview

This analysis compares the AI customer support features of Tidio, Help Scout, and My AskAI. The primary focus is on their capabilities in deflecting support tickets and providing automated assistance.

AI Customer Support Features

Tidio offers robust AI customer support features, including AI-powered chatbots and automated responses. Help Scout, on the other hand, does not provide AI customer support features but focuses on traditional support methods. My AskAI integrates seamlessly with both platforms, enhancing their capabilities with AI functionalities.

AI Features for Support Agents

Both Tidio and My AskAI offer AI features specifically designed to assist support agents, such as automated suggestions and responses. Help Scout lacks these AI features, relying instead on manual support processes.

Pricing

The cost for AI support varies significantly. Tidio charges $749+ per 1,000 tickets/chats, while Help Scout is priced at $765. My AskAI offers a more economical option at $99 per 1,000 tickets/chats, making it a cost-effective choice for businesses looking to integrate AI.

Usage Tiers

Tidio provides several usage tiers, starting from a free plan with 50 conversations to a custom plan under Tidio+. Help Scout offers three plans with no usage limits. My AskAI has tiered plans starting from Essentials with 200 conversations per month to Enterprise with unlimited conversations, with an additional cost of $0.10 per conversation beyond the limits.

Human Handover

Both Tidio and My AskAI support human handover, allowing seamless transition from AI to human agents when necessary. Help Scout does not offer this feature due to its lack of AI integration.

Conversation Analytics/Insights

Tidio and My AskAI provide detailed conversation analytics and insights, enabling businesses to monitor and improve their customer support. Help Scout does not offer AI-driven analytics.

AI Email Assistant

My AskAI includes an AI email assistant, a feature not available in Tidio or Help Scout. This assistant can automate email responses and enhance email support efficiency.

Email Lead Capture

All three platforms—Tidio, Help Scout, and My AskAI—offer email lead capture capabilities, helping businesses gather and manage leads effectively.

Content Limits

Help Scout offers unlimited content across all plans. My AskAI also provides unlimited content limits for webpages and documents across all its plans, with automatic updates. Tidio does not specify content limits.

Number of Chatbots/Agents

Tidio supports one chatbot per account. My AskAI offers different numbers of chatbots/agents based on the plan, from one in the Essentials and Pro plans to unlimited in the Enterprise plan. Help Scout does not provide information on this feature.

Hosted Help Centre

Help Scout includes a hosted help center, which is not available in Tidio or My AskAI.

Chatbot Flow Builder

Tidio features a chatbot flow builder for creating and managing chatbot interactions. My AskAI and Help Scout do not offer this feature.

Integrations (Content/Knowledge)

Tidio supports integrations with websites and manual content addition, with file support available only in the Tidio+ plan. My AskAI offers extensive integrations with various content sources, including websites, multiple file types, and popular platforms like Google Drive, Notion, and Salesforce. Help Scout does not provide detailed information on content integrations.

Integrations (End Users)

Tidio has a marketplace for end-user integrations. Help Scout integrates with platforms like Shopify, Weebly, and Wix. My AskAI supports a wide range of end-user integrations, including popular apps like Zendesk, Intercom, HubSpot, and Slack, as well as various messaging platforms.

Compliance

All three platforms—Tidio, Help Scout, and My AskAI—are GDPR compliant. Help Scout also complies with SOC-2 standards, a feature not mentioned for Tidio or My AskAI.

Support

Tidio offers varying levels of support based on the plan, from email support to dedicated success managers. Help Scout provides consistent support across all plans. My AskAI offers tiered support, from web and email support in the Essentials plan to priority and dedicated success manager support in higher plans.

AI Models Available

Tidio uses Claude (Anthropic AI) and in-house models. Help Scout leverages OpenAI's API service for its AI features. My AskAI utilizes GPT-4o across all plans, with additional options like Claude and Gemini available in the Enterprise plan.

API Access

All three platforms—Tidio, Help Scout, and My AskAI—provide API access, allowing for custom integrations and extended functionalities.

Conclusion

My AskAI stands out with its comprehensive AI features, cost-effective pricing, extensive integrations, and flexible support options, making it a strong contender for businesses looking to enhance their customer support with AI.