AI customer support agent features & capabilities compared: Zendesk AI vs. Chatbot
Zendesk AI and Chatbot are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Zendesk AI offers a comprehensive suite of features, including human handover, analytics/insights, AI email assistant, and email lead capture. It operates on a pricing model of $495 per 1,000 tickets/chats, with usage tiers based on additional features.
Chatbot, on the other hand, provides similar core functionalities such as human handover, analytics/insights, and email lead capture but lacks an AI email assistant. Chatbot's pricing is significantly lower at $85 per 1,000 tickets/chats, with clear usage tiers ranging from Starter to Enterprise, accommodating different volumes of valid chats per month. This pricing structure may appeal to businesses with varying customer support needs and budget constraints.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Chatbot | + 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 | $495 | $85 | $99 |
| Usage Tiers | Based on features | Starter - 1,000 valid chats/mo Team - 5,000 valid chats/mo Business - 25,000 valid chats/mo Enterprise - Custom |
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 | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Zendesk AI pricing page | Chatbot pricing page | My AskAI pricing page |
| Content Limits | TBC | 5,000 knowledge articles | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | 1 | Starter - 1 chatbot Team - 5 chatbot Business - Unlimited chatbot Enterprise - Unlimited chatbot |
Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Help Center | Websites Zendesk Knowledge bases Add your internal documentation or unpublished URL content as editable text articles in the Articles section |
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 | Chat Widget Live Chat Help Desk Facebook Messenger WordPress Shopify Slack Zapier Freshdesk Zendesk |
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 | Yes | No | No |
| Support | Not provided | Starter - Help center, Email support Team - Help center, Email support Business - Help center, Email support Enterprise - Help center, Email support, Personal onboarding, Premium customer support, Security assistance, Chatbot building services, Chatbot maintenance, Dedicated account manager |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | Starter - AI Assist Team - AI Assist Business - AI Assist Enterprise - AI Assist |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Zendesk AI
Zendesk AI offers a comprehensive suite of AI customer support features aimed at deflecting support tickets. It provides AI capabilities for support agents, including an AI email assistant and email lead capture. The AI pricing is set at $495 per 1,000 tickets or chats, which is on the higher end compared to its competitors. Zendesk AI operates on a feature-based tier system and includes a human handover feature, conversation analytics, and insights.
Zendesk AI supports integrations primarily through its Help Center and offers a hosted help center and chatbot flow builder. It is GDPR and SOC-2 compliant, ensuring high standards of data security. The platform also provides API access, allowing for further customization and integration.
Chatbot
Chatbot is another AI customer support platform that offers similar features to Zendesk AI, including AI support for agents, human handover, conversation analytics, and email lead capture. The AI pricing for Chatbot is significantly lower at $85 per 1,000 chats, making it a more cost-effective option. Chatbot offers several usage tiers: Starter, Team, Business, and Enterprise, each with varying limits on the number of valid chats per month.
Chatbot integrates with various platforms, including websites, Zendesk, and other knowledge bases. It also supports a wide range of end-user integrations such as Facebook Messenger, WordPress, Shopify, and Slack. However, it is not SOC-2 compliant. Support varies by tier, with higher tiers offering more comprehensive support options, including personal onboarding and dedicated account managers.
My AskAI
My AskAI can be integrated within both Zendesk AI and Chatbot, offering additional features and flexibility. It provides AI customer support features and support for agents, including an AI email assistant and email lead capture. The AI pricing for My AskAI is $99 per 1,000 conversations, making it a middle-ground option in terms of cost. My AskAI offers three usage tiers: Essentials, Pro, and Enterprise, with varying conversation limits and additional costs for exceeding those limits.
One of the standout features of My AskAI is its extensive integration capabilities. It supports integrations with websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, and more. End-user integrations include popular platforms like Intercom, HubSpot, Slack, Teams, and various messaging services via Intercom or Zendesk.
My AskAI does not offer a hosted help center or chatbot flow builder, but it excels in its content limit capabilities, allowing unlimited webpages and documents across all tiers. It is GDPR compliant and provides API access. Support options vary by tier, with the Enterprise tier offering the most comprehensive support, including a success manager and Slack support.
Comparison
When comparing Zendesk AI, Chatbot, and My AskAI, it's clear that each platform has its strengths. Zendesk AI offers robust features and high compliance standards but comes at a higher cost. Chatbot is more cost-effective and offers a wide range of integrations but lacks SOC-2 compliance. My AskAI provides extensive integration options and flexible content limits, positioning itself as a versatile choice that can enhance the capabilities of both Zendesk AI and Chatbot.
Compare Zendesk AI with other AI support agents
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“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
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