AI customer support agent features & capabilities compared: Tidio vs. Tawk
Tidio and Tawk are AI customer support platforms designed to deflect support tickets through automated interactions. Tidio offers a tiered pricing structure starting from a free plan with 50 conversations to a custom conversation plan under Tidio+. Its AI capabilities include human handover and comprehensive analytics and insights, but it lacks an AI email assistant. Tidio does support email lead capture, enhancing its utility for generating leads and managing customer interactions.
On the other hand, Tawk provides a more cost-effective solution with pricing at $20 per 1,000 tickets/chats. It also has tiered usage plans, ranging from a Hobby plan with 100 messages per month to an Enterprise plan with 20,000 messages per month. Similar to Tidio, Tawk includes human handover and analytics/insights but does not offer an AI email assistant. Tawk also supports email lead capture, making it a competitive option for businesses looking for budget-friendly AI customer support solutions.
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Full breakdown: All available features and pricing
| Feature | Tidio | Tawk | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | $749+ | $20 | $99 |
| Usage Tiers | Free - 50 conversations Lyrio AI - 200 conversations Tidio+ - custom conversation |
Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo |
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 | Tawk pricing page | My AskAI pricing page |
| Content Limits | Not provided | Based on features | 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 | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Websites Add Manually Files (only available for Tidio+) |
Your website Shortcuts Documents Knowledge Base Plain text |
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 | Tawk 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 | No | 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 |
Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits |
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 |
Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis compares the AI customer support features of Tidio, Tawk, and My AskAI. The focus is on understanding how these platforms help in deflecting support tickets through their AI capabilities.
AI Customer Support Features
Tidio, Tawk, and My AskAI all offer AI customer support features aimed at improving customer interaction and reducing the workload on human agents.
AI Features for Support Agents
Tidio and My AskAI provide AI features specifically designed to assist support agents. Tawk does not offer this feature, which could be a limitation for companies looking to enhance agent productivity through AI.
Pricing
The AI pricing per 1,000 tickets/chats varies significantly among the three platforms. Tidio is priced at $749+, Tawk at $20, and My AskAI at $99. This makes Tawk the most cost-effective option, while My AskAI offers a middle-ground solution.
Usage Tiers
Tidio offers three tiers: Free (50 conversations), Lyrio AI (200 conversations), and Tidio+ (custom conversation limits). Tawk also provides three tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). My AskAI's tiers are Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with a $0.10 charge per conversation beyond the limits.
Human Handover
All three platforms support human handover, ensuring that complex issues can be escalated to a human agent when necessary.
Conversation Analytics/Insights
Tidio, Tawk, and My AskAI all offer conversation analytics and insights, helping businesses understand customer interactions and improve their services.
AI Email Assistant
My AskAI is the only platform that includes an AI Email Assistant, which can be a significant advantage for companies looking to automate email support.
Email Lead Capture
All three platforms support email lead capture, aiding in customer acquisition and engagement.
Content Limits
Tidio and Tawk do not provide specific content limits. My AskAI offers unlimited webpages and documents across all its tiers, with automatic updates, making it a robust option for content-heavy businesses.
Number of Chatbots/Agents
Tidio supports one chatbot, while Tawk does not provide specific details. My AskAI offers one chatbot in Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier, with both public and private modes.
Hosted Help Centre
Tawk is the only platform that offers a hosted help centre, which can be beneficial for businesses looking to provide extensive self-service options.
Chatbot Flow Builder
Both Tidio and Tawk offer a chatbot flow builder, allowing businesses to design custom interaction flows. My AskAI does not provide this feature.
Integrations (Content/Knowledge)
Tidio integrates with websites, manual additions, and files (only available for Tidio+). Tawk supports websites, shortcuts, documents, knowledge bases, and plain text. 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 Tawk offer integrations through their respective marketplaces. My AskAI provides a wide range of integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
GDPR Compliance
All three platforms are GDPR compliant, ensuring data protection and privacy for users.
SOC-2 Compliance
None of the platforms are SOC-2 compliant, which might be a consideration for businesses with stringent security requirements.
Support
Support options vary across the platforms. Tidio offers email and live chat support, with additional features for higher tiers. Tawk provides AI Assist and live chat support, with priority support for higher tiers. My AskAI offers web and email support for Essentials, priority web, email, and video support for Pro, and Slack and Success Manager support for Enterprise.
AI Models Available
Tidio uses Claude (Anthropic AI) and in-house models. Tawk employs the Apollo AI Bot. My AskAI offers GPT-4o for Essentials and Pro tiers, and GPT-4o, Claude, and Gemini for the Enterprise tier.
API Access
All three platforms provide API access, allowing businesses to integrate their AI customer support features with other systems.
Conclusion
In summary, while Tidio, Tawk, and My AskAI all offer robust AI customer support features, My AskAI stands out for its comprehensive integrations, unlimited content limits, and unique AI Email Assistant. These features make it a compelling choice for businesses looking to enhance their customer support capabilities with AI.
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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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Customer.io ($50M+ ARR)
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
