AI customer support agent features & capabilities compared: Zendesk AI vs. Ada
Zendesk AI and Ada are both AI customer support platforms designed to enhance customer service by deflecting support tickets. Zendesk AI offers a comprehensive suite of features including human handover, analytics and insights, an AI email assistant, and email lead capture. It is priced at $495 per 1,000 tickets or chats and uses a tiered pricing model based on the features included. This makes Zendesk AI a potentially more cost-effective solution for companies with high volumes of customer interactions.
Ada, on the other hand, also provides similar functionalities such as human handover, analytics and insights, an AI email assistant, and email lead capture. However, it is priced at $1,000 per 1,000 tickets or chats, and does not specify its usage tiers. This higher price point may reflect additional value or capabilities not detailed in the provided information, but it positions Ada as a more premium offering compared to Zendesk AI. Both platforms aim to streamline customer support processes, though Zendesk AI's pricing structure may appeal more to businesses seeking a scalable and cost-efficient solution.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Ada | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | Not provided | Yes |
| AI Price Per 1,000 tickets/chats | $495 | $1,000 | $99 |
| Usage Tiers | Based on features | Not provided | 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 | Yes | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Zendesk AI pricing page | Ada pricing page | My AskAI pricing page |
| Content Limits | TBC | 50,000 articles | 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 | Yes | Not provided | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Help Center | Websites (public) Zendesk Salesforce API |
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) | Zendesk AI marketplace / app store | Ada 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 | TBC | Yes |
| SOC-2 Compliant | Yes | TBC | No |
| Support | Not provided | TBC | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | TBC | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Zendesk AI vs. Ada vs. My AskAI
AI Customer Support Features
Zendesk AI, Ada, and My AskAI all offer robust AI customer support features aimed at deflecting support tickets. These platforms leverage AI to streamline customer interactions and improve response times.
AI Features for Support Agents
Zendesk AI and My AskAI both provide AI features specifically designed to assist support agents, enhancing their efficiency and effectiveness. Ada does not specify if it offers such features.
Pricing Comparison
Zendesk AI charges $495 per 1,000 tickets/chats, while Ada's pricing is significantly higher at $1,000 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
Zendesk AI's pricing is based on features, while Ada does not provide specific usage tiers. My AskAI offers clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional cost of $0.10 per conversation beyond the limits.
Human Handover
All three platforms, Zendesk AI, Ada, and My AskAI, support human handover, ensuring a seamless transition from AI to human agents when necessary.
Conversation Analytics/Insights
Zendesk AI, Ada, and My AskAI all provide conversation analytics and insights, enabling businesses to gain valuable data from customer interactions.
AI Email Assistant and Email Lead Capture
All three platforms offer AI email assistants and email lead capture capabilities, helping businesses manage email inquiries and capture potential leads efficiently.
Content Limits
Zendesk AI's content limits are to be confirmed. Ada supports up to 50,000 articles. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates, providing extensive content management capabilities.
Number of Chatbots/Agents
Zendesk AI supports one chatbot/agent. Ada does not specify the number of chatbots/agents. My AskAI offers one chatbot with two modes (public and private) in the Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier.
Hosted Help Centre
Zendesk AI provides a hosted help center, whereas Ada does not specify this feature. My AskAI does not offer a hosted help center.
Chatbot Flow Builder
Both Zendesk AI and Ada include a chatbot flow builder, allowing businesses to create customized chat flows. My AskAI does not include this feature.
Integrations (Content/Knowledge)
Zendesk AI integrates with its Help Center. Ada integrates with websites (public), Zendesk, Salesforce, and API. My AskAI offers extensive integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce, providing a wide range of content and knowledge management options.
Integrations (End Users)
Zendesk AI and Ada offer integration marketplaces for end users. My AskAI supports numerous integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter, ensuring broad compatibility with various platforms.
Compliance
Zendesk AI is both GDPR and SOC-2 compliant. Ada's compliance details are not provided. My AskAI is GDPR compliant but not SOC-2 compliant.
Support
Zendesk AI's support details are not provided. Ada's support information is also not specified. My AskAI offers tiered support: Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, success manager), ensuring responsive customer service.
AI Models Available
Zendesk AI uses GPT-4o. Ada's AI models are not specified. My AskAI offers GPT-4o across all tiers, with additional options for GPT-4o/Claude/Gemini in the Enterprise tier, providing flexibility in AI model selection.
API Access
All three platforms, Zendesk AI, Ada, and My AskAI, provide API access, enabling businesses to integrate their AI customer support solutions with other systems and applications.
Compare Zendesk AI with other AI support agents
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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.”
Zeffy
“You're beating Zendesk's AI Agent 76% to 23% on AI deflection. Huge.”
Traveljoy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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
