AI customer support agent features & capabilities compared: Tidio vs. Zendesk AI
Tidio and Zendesk AI are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Tidio offers several usage tiers, including a free plan with 50 conversations, Lyrio AI for 200 conversations, and a customizable Tidio+ plan. It is priced at $749+ per 1,000 tickets/chats. Key features of Tidio include human handover capabilities, robust analytics and insights, and email lead capture, though it does not offer an AI email assistant.
Zendesk AI, on the other hand, is priced at $495 per 1,000 tickets/chats and provides feature-based usage tiers. Like Tidio, Zendesk AI supports human handover and comprehensive analytics/insights. However, it also includes an AI email assistant in addition to email lead capture. This makes Zendesk AI a more integrated solution for businesses looking for advanced email support functionalities along with standard AI customer support features.
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Full breakdown: All available features and pricing
| Feature | Tidio | Zendesk 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 | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tidio pricing page | Zendesk AI pricing page | My AskAI pricing page |
| Content Limits | Not provided | TBC | 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+) |
Help Center | 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 | Zendesk 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 |
Tidio vs. Zendesk AI vs. My AskAI: AI Customer Support Features
AI Customer Support Features
All three platforms, Tidio, Zendesk AI, and My AskAI, offer comprehensive AI customer support features aimed at deflecting support tickets. This core functionality is a standard across all offerings.
AI Features for Support Agents
Each platform also provides AI features specifically designed for support agents, enhancing their efficiency and effectiveness in handling customer queries.
Pricing
When comparing the cost per 1,000 tickets or chats, My AskAI stands out as the most economical option at $99. In contrast, Tidio and Zendesk AI are priced significantly higher at $749+ and $495, respectively.
Usage Tiers
Tidio offers a tiered pricing model starting with a free tier up to 50 conversations, followed by Lyrio AI for 200 conversations, and a custom conversation plan for Tidio+. Zendesk AI's pricing is feature-based, while My AskAI offers three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations). Beyond these limits, My AskAI charges $0.10 per conversation.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Conversation analytics and insights are available across Tidio, Zendesk AI, and My AskAI, providing valuable data to improve customer support strategies.
AI Email Assistant
Zendesk AI and My AskAI both offer an AI email assistant, a feature not available with Tidio. This functionality can significantly enhance email-based customer support.
Email Lead Capture
Each platform supports email lead capture, helping businesses gather potential customer information effectively.
Content Limits
Tidio and Zendesk AI do not provide explicit content limits. My AskAI, however, offers unlimited webpages and documents across all tiers, with automatic updates.
Number of Chatbots/Agents
Tidio and Zendesk AI both support one chatbot/agent. My AskAI offers more flexibility with one chatbot (two modes: public and private) for Essentials and Pro tiers, and unlimited chatbots for the Enterprise tier.
Hosted Help Centre
Zendesk AI is the only platform that includes a hosted help center, a feature absent in both Tidio and My AskAI.
Chatbot Flow Builder
Both Tidio and Zendesk AI feature a chatbot flow builder, which is not available in My AskAI.
Integrations (Content/Knowledge)
Tidio integrates with websites, manual additions, and files (Tidio+ only). Zendesk AI primarily integrates with its Help Center. 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 Zendesk AI have their respective marketplaces for integrations. My AskAI supports a broad range of integrations such as website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter through Intercom/Zendesk.
GDPR Compliance
All three platforms are GDPR compliant, ensuring data protection and privacy.
SOC-2 Compliance
Zendesk AI is SOC-2 compliant, while Tidio and My AskAI are not.
Support
Support varies across the platforms. Tidio offers different support levels based on the tier, ranging from email and help desk to dedicated success managers and training sessions. Zendesk AI’s support details are not provided. My AskAI offers web and email support for Essentials, priority web, email, and video support for Pro, and Slack and a Success Manager for Enterprise.
AI Models Available
Tidio uses Claude (Anthropic AI) and in-house models. Zendesk AI relies on GPT-4o. My AskAI provides GPT-4o for Essentials and Pro tiers, and offers a choice of GPT-4o, Claude, or Gemini for the Enterprise tier.
API Access
API access is available across Tidio, Zendesk AI, and My AskAI, allowing for custom integrations and extended functionality.
In summary, while Tidio and Zendesk AI offer robust AI customer support features, My AskAI provides a more cost-effective solution with extensive integrations and flexible chatbot options, making it a competitive choice in the market.
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“You're beating Zendesk's AI Agent 76% to 23% on AI deflection. Huge.”
Traveljoy
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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"
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