AI customer support agent features & capabilities compared: Tidio vs. Intercom Fin AI
Tidio and Intercom Fin AI are AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Tidio offers a tiered pricing model with a free tier for up to 50 conversations, a Lyrio AI tier for 200 conversations, and a customizable Tidio+ tier. The cost for 1,000 tickets or chats starts at $749. Key features include human handover, analytics and insights, and email lead capture, although it does not offer an AI email assistant.
In comparison, Intercom Fin AI provides a more straightforward pricing structure, starting at $495 per 1,000 tickets or chats, with usage tiers based on features rather than conversation limits. Similar to Tidio, it supports human handover, analytics and insights, and email lead capture, but also lacks an AI email assistant. This makes Intercom Fin AI potentially more cost-effective for businesses with high ticket volumes, while Tidio offers more flexible entry points for smaller operations.
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Full breakdown: All available features and pricing
| Feature | Tidio | Intercom Fin AI | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $749+ | $495 | $99 |
| Usage Tiers | Free - 50 conversations Lyrio AI - 200 conversations Tidio+ - custom conversation |
Based on features | 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 | Tidio pricing page | Intercom Fin AI pricing page | My AskAI pricing page |
| Content Limits | Not provided | Not provided | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | 1 | 1 | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | No | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Websites Add Manually Files (only available for Tidio+) |
Websites (public and private) Help Center Files (PDF) |
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) | Tidio marketplace / app store | Intercom Fin AI 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 | Yes | No |
| Support | 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 |
Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Free - Claude (Anthropic AI)/in-house models Lyrio AI - Claude (Anthropic AI)/in-house models Tidio+ - Claude (Anthropic AI)/in-house models |
GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
AI Customer Support Platforms: Tidio vs. Intercom Fin AI vs. My AskAI
This analysis focuses on the AI customer support features of Tidio, Intercom Fin AI, and My AskAI, specifically aimed at deflecting support tickets.
AI Customer Support Features
All three platforms, Tidio, Intercom Fin AI, and My AskAI, offer AI customer support features designed to assist support agents and deflect tickets.
Pricing and Usage Tiers
Tidio's AI pricing starts at $749+ per 1,000 tickets/chats, with different usage tiers including a free tier for 50 conversations, Lyrio AI for 200 conversations, and Tidio+ with custom conversations. Intercom Fin AI is priced at $495 per 1,000 tickets/chats, with pricing based on features. My AskAI offers a more affordable option at $99 per 1,000 tickets/chats, with three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), plus $0.10 per conversation beyond limits.
Human Handover and Analytics
All three platforms support human handover and provide conversation analytics and insights, ensuring a seamless transition between AI and human agents and offering valuable data for optimization.
AI Email Assistant
My AskAI stands out by offering an AI Email Assistant, a feature not available in Tidio or Intercom Fin AI. This can be particularly useful for handling email inquiries efficiently.
Email Lead Capture
Tidio, Intercom Fin AI, and My AskAI all offer email lead capture capabilities, helping businesses to gather potential customer information effectively.
Content Limits
Tidio and Intercom Fin AI do not provide specific content limits, whereas My AskAI offers unlimited webpages and documents across all tiers, updated automatically.
Number of Chatbots/Agents
Tidio and Intercom Fin AI support one chatbot/agent. My AskAI provides one chatbot/agent in Essentials and Pro plans, with both public and private modes, and unlimited chatbots/agents in the Enterprise plan.
Hosted Help Centre
Intercom Fin AI offers a hosted help center, a feature not available in Tidio or My AskAI.
Chatbot Flow Builder
Both Tidio and Intercom Fin AI include a chatbot flow builder, whereas My AskAI does not offer this feature.
Integrations (Content/Knowledge)
Tidio integrates with websites, manually added content, and files (available only for Tidio+). Intercom Fin AI supports websites (public and private), help centers, and PDF files. My AskAI offers extensive integrations, including websites, various file formats, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Tidio and Intercom Fin AI have their respective app stores for integrations. My AskAI supports a wide range of integrations including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, and social media platforms via Intercom/Zendesk.
Compliance and Support
All three platforms are GDPR compliant. Only Intercom Fin AI is SOC-2 compliant. Support varies, with Tidio offering different levels based on the plan, Intercom Fin AI not specifying support details, and My AskAI providing tiered support including web, email, video, and a dedicated success manager for Enterprise users.
AI Models and API Access
Tidio uses Claude (Anthropic AI) and in-house models, Intercom Fin AI utilizes GPT-4o, and My AskAI offers GPT-4o across all plans, with additional models like Claude and Gemini available for Enterprise. All three platforms provide API access.
Conclusion
In summary, while Tidio and Intercom Fin AI offer robust AI customer support features, My AskAI presents a cost-effective solution with extensive integrations and unique features like the AI Email Assistant. This makes it a versatile choice for businesses looking to enhance their customer support capabilities.
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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Customer.io ($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
