AI customer support agent features & capabilities compared:Tidiovs. LiveChat

AI Customer Support Platforms Overview

This analysis focuses on the AI customer support features of Tidio, LiveChat, and My AskAI, aiming to highlight their capabilities in deflecting support tickets.

AI Customer Support Features

All three platforms—Tidio, LiveChat, and My AskAI—offer AI customer support features designed to assist both customers and support agents. These features include automated responses, human handover, and conversation analytics.

Pricing and Usage Tiers

Tidio's AI pricing starts at $749+ per 1,000 tickets/chats, while LiveChat offers a significantly lower rate at $52 for the same volume. My AskAI is priced at $99 per 1,000 tickets/chats. Tidio provides multiple usage tiers: Free (50 conversations), Lyrio AI (200 conversations), and Tidio+ (custom conversation limits). LiveChat does not impose usage limits, whereas My AskAI offers Essentials (200 conversations/mo), Pro (1,000 conversations/mo), and Enterprise (unlimited conversations), with additional charges of $0.10 per conversation beyond these limits.

Human Handover and Conversation Analytics

All three platforms support human handover, ensuring a seamless transition from AI to human agents when needed. They also offer conversation analytics and insights, helping businesses understand customer interactions better.

AI Email Assistant and Lead Capture

My AskAI stands out by offering an AI Email Assistant, a feature not available in Tidio or LiveChat. All three platforms support email lead capture, enabling businesses to gather customer information efficiently.

Content Limits and Chatbot/Agent Numbers

Tidio and LiveChat do not provide specific content limits, while My AskAI offers unlimited webpages and documents across all its plans. Regarding the number of chatbots/agents, Tidio provides one chatbot, LiveChat offers varying numbers based on the plan, and My AskAI allows for one chatbot with two modes in Essentials and Pro plans, and unlimited chatbots in the Enterprise plan.

Hosted Help Centre and Chatbot Flow Builder

LiveChat is the only platform that offers a hosted help center. Both Tidio and LiveChat feature a chatbot flow builder, whereas My AskAI does not.

Integrations

Tidio, LiveChat, and My AskAI offer various integrations. Tidio integrates with websites, manually added content, and files (for Tidio+). LiveChat supports knowledge bases, product pages, terms of service, and FAQs. My AskAI provides extensive integrations, including websites, multiple file types, Google Drive, Notion, Confluence, SharePoint, and more.

GDPR and SOC-2 Compliance

All three platforms are GDPR compliant, ensuring data protection and privacy. However, none of them are SOC-2 compliant.

Support Services

Tidio offers different levels of support based on the plan, ranging from email and help desk to live chat and dedicated success managers. LiveChat provides 24/7/365 support across all its plans. My AskAI offers web and email support for Essentials, priority support including video for Pro, and Slack and a success manager for Enterprise.

AI Models and API Access

Tidio utilizes Claude (Anthropic AI) and in-house models across its plans. LiveChat does not specify the AI models used. My AskAI employs GPT-4o for Essentials and Pro plans, and offers additional models like Claude and Gemini for the Enterprise plan. All three platforms provide API access.

Conclusion

In summary, while Tidio and LiveChat offer robust AI customer support features, My AskAI distinguishes itself with its AI Email Assistant, extensive integrations, and flexible content limits. Its competitive pricing and comprehensive support options make it a viable option for businesses looking to enhance their customer support capabilities.