AI customer support agent features & capabilities compared:Tidiovs. Salesforce AI
Tidio and Salesforce AI both offer AI customer support platforms designed to deflect support tickets, but they differ significantly in their features, pricing, and capabilities. Tidio's pricing starts at $749 per 1,000 tickets or chats, with various usage tiers including a free plan for up to 50 conversations, a Lyrio AI plan for 200 conversations, and a customizable Tidio+ plan. Tidio supports human handover, provides analytics and insights, and includes email lead capture, though it lacks an AI email assistant.
In contrast, Salesforce AI charges $2,000 per 1,000 tickets or chats and does not provide specific details about usage tiers, human handover, analytics, insights, or email-related features. This suggests that while Salesforce AI may offer a more premium service, it lacks transparency in the details compared to Tidio, which presents a more structured and tiered approach to its AI customer support offerings.
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Full breakdown: All available features and pricing
| Feature | Tidio | Salesforce 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+ | $2,000 | $99 |
| Usage Tiers | Free - 50 conversations Lyrio AI - 200 conversations Tidio+ - custom conversation | Not provided | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | Not provided | Yes |
| Conversation Analytics/Insights | Yes | Not provided | Yes |
| AI Email Assistant | No | Not provided | Yes |
| Email Lead Capture | Yes | Not provided | Yes |
| Pricing Page | Tidio pricing page | Salesforce 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 | Not provided | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | No | Not provided | No |
| Chatbot Flow Builder | Yes | Not provided | No |
| Integrations (Content/Knowledge) | Websites Add Manually Files (only available for Tidio+) | Not provided | 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 | Not provided | 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 | Not provided | Yes |
| SOC-2 Compliant | No | Not provided | 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 | IBM Watson | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
Introduction
This analysis focuses on the AI customer support features of Tidio, Salesforce AI, and My AskAI. These platforms aim to deflect support tickets by automating customer interactions through AI.
AI Customer Support Features
All three platforms—Tidio, Salesforce AI, and My AskAI—offer AI customer support features. These features help automate responses to common customer queries, reducing the load on human support agents.
AI Features for Support Agents
Each platform provides AI features designed to assist support agents. These can include automated suggestions, ticket routing, and context-aware responses to enhance the efficiency of human agents.
Pricing
Tidio's AI features start at $749 per 1,000 tickets/chats, while Salesforce AI is priced at $2,000 for the same volume. My AskAI offers a more cost-effective solution at $99 per 1,000 tickets/chats, making it a budget-friendly option.
Usage Tiers
Tidio offers a free tier with 50 conversations, Lyrio AI with 200 conversations, and a custom conversation tier under Tidio+. Salesforce AI does not provide specific usage tiers. My AskAI has three tiers: Essentials with 200 conversations per month, Pro with 1,000 conversations per month, and Enterprise with unlimited conversations. Additional conversations are priced at $0.10 each.
Human Handover
Both Tidio and My AskAI support human handover, allowing complex queries to be escalated to human agents. Salesforce AI does not provide information on this feature.
Conversation Analytics/Insights
Tidio and My AskAI offer conversation analytics and insights to help businesses understand customer interactions better. Salesforce AI does not provide details on this feature.
AI Email Assistant
My AskAI includes an AI email assistant, a feature not provided by Tidio or Salesforce AI. This can help automate email responses and capture leads more efficiently.
Email Lead Capture
Both Tidio and My AskAI offer email lead capture capabilities, while Salesforce AI does not provide information on this feature.
Content Limits
Tidio and Salesforce AI do not specify content limits. My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates.
Number of Chatbots/Agents
Tidio supports one chatbot/agent. My AskAI offers one chatbot with two modes (public and private) in its Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier. Salesforce AI does not provide information on this feature.
Hosted Help Centre
Neither Tidio nor My AskAI offers a hosted help center. Salesforce AI does not provide information on this feature.
Chatbot Flow Builder
Tidio includes a chatbot flow builder for creating custom interactions. My AskAI does not offer this feature, and Salesforce AI does not provide information on it.
Integrations (Content/Knowledge)
Tidio integrates with websites, manual entries, and files (only available for Tidio+). My AskAI supports a broader range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce. Salesforce AI does not provide information on content/knowledge integrations.
Integrations (End Users)
Tidio offers integrations through its marketplace/app store. My AskAI provides extensive end-user integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter. Salesforce AI does not provide information on this feature.
Compliance
Tidio and My AskAI are GDPR compliant. However, only My AskAI explicitly mentions SOC-2 compliance.
Support
Tidio offers varying levels of support based on the tier, from email and help desk support to live chat and dedicated success managers. My AskAI provides web and email support for the Essentials tier, priority web, email, and video support for the Pro tier, and Slack and a success manager for the Enterprise tier. Salesforce AI does not provide detailed support information.
AI Models Available
Tidio uses Claude (Anthropic AI) and in-house models. Salesforce AI utilizes IBM Watson. My AskAI employs GPT-4o across all tiers, with Enterprise also supporting Claude and Gemini.
API Access
Both Tidio and My AskAI offer API access. Salesforce AI does not provide information on this feature.
Conclusion
In summary, My AskAI stands out for its cost-effectiveness, extensive integrations, and comprehensive support options. Tidio offers a robust set of features but at a higher price point, while Salesforce AI provides a premium solution with less transparent feature details.
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