AI customer support agent features & capabilities compared: Zendesk AI vs. Chatfuel
Zendesk AI and Chatfuel 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 and insights, an AI email assistant, and email lead capture. It is priced at $495 per 1,000 tickets or chats, with usage tiers based on the features provided. This makes Zendesk AI a robust option for businesses looking for an all-encompassing solution with advanced analytics and email support capabilities.
Chatfuel, on the other hand, provides a more cost-effective solution at $20 per 1,000 tickets or chats. It offers different usage tiers tailored for Facebook, Instagram, and WhatsApp, including Business and Enterprise plans. While Chatfuel also supports human handover and email lead capture, it lacks the analytics and insights, and AI email assistant features present in Zendesk AI. This positions Chatfuel as a more budget-friendly option, particularly for businesses primarily focused on social media platforms and not requiring extensive analytics.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Chatfuel | + 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 | $495 | $20 | $99 |
| Usage Tiers | Based on features | Business (FB and IG) - 1000 conversations/mo Enterprise (FB and IG) - custom Business (WhatsApp) - 1000 conversations/mo Enterprise (WhatsApp) - 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 | No | Yes |
| AI Email Assistant | Yes | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Zendesk AI pricing page | Chatfuel pricing page | My AskAI pricing page |
| Content Limits | TBC | 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 | Yes | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Help Center | Google Sheets ChatGPT Stripe Zapier JSON 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 | Google Sheets Hubspot Shopify Zapier CRM API Custom integration |
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 | Business (FB and IG) - not specified Enterprise (FB and IG) - Personal account manager, Bot building services (10 free hours) Business (WhatsApp) - not specified Enterprise (WhatsApp) - Personal account manager, Bot building services (10 free hours) |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | ChatGPT (not specified) | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis focuses on the AI customer support offerings of three platforms: Zendesk AI, Chatfuel, and My AskAI. Each platform provides AI-driven features aimed at deflecting support tickets and enhancing customer service efficiency. Here, we compare their key features, pricing, and capabilities.
AI Customer Support Features
All three platforms—Zendesk AI, Chatfuel, and My AskAI—offer robust AI customer support features. However, Zendesk AI and My AskAI also extend their AI capabilities to support agents, unlike Chatfuel.
Pricing
Zendesk AI charges $495 per 1,000 tickets/chats, making it the most expensive option. Chatfuel is the most affordable at $20 per 1,000 conversations. My AskAI offers a middle ground at $99 per 1,000 conversations, providing a more balanced price-performance ratio.
Usage Tiers
Zendesk AI's pricing is based on features, without specific usage tiers. Chatfuel offers Business and Enterprise tiers for Facebook, Instagram, and WhatsApp, with varying conversation limits. My AskAI provides Essentials, Pro, and Enterprise tiers, with clear conversation limits and a cost of $0.10 per conversation beyond those limits.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to human agents seamlessly.
Conversation Analytics/Insights
Zendesk AI and My AskAI offer conversation analytics and insights, helping businesses understand customer interactions better. Chatfuel lacks this feature, which could be a limitation for data-driven decision-making.
AI Email Assistant
Both Zendesk AI and My AskAI include an AI email assistant, enhancing their capabilities for handling email-based customer support. Chatfuel does not offer this feature.
Email Lead Capture
All three platforms support email lead capture, making it easier for businesses to gather customer information and follow up on leads.
Content Limits
Zendesk AI's content limits are to be confirmed. Chatfuel does not provide specific information on content limits. My AskAI offers unlimited webpages and documents across all tiers, updated automatically.
Number of Chatbots/Agents
Zendesk AI supports one chatbot/agent. Chatfuel does not specify this information. 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, a feature not available in Chatfuel or My AskAI.
Chatbot Flow Builder
Zendesk AI and Chatfuel include a chatbot flow builder, allowing users to design conversational flows. My AskAI does not offer this feature.
Integrations (Content/Knowledge)
Zendesk AI integrates with its Help Center. Chatfuel supports integrations with Google Sheets, ChatGPT, Stripe, Zapier, and JSON API. 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)
Zendesk AI has a marketplace/app store for integrations. Chatfuel integrates with Google Sheets, Hubspot, Shopify, Zapier, CRM, and custom APIs. 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.
Compliance
All three platforms are GDPR compliant. Only Zendesk AI is SOC-2 compliant, a certification not held by Chatfuel or My AskAI.
Support
Zendesk AI's support details are not provided. Chatfuel offers varying levels of support based on the tier, with personal account managers and bot-building services for Enterprise plans. My AskAI provides web and email support for Essentials, priority support for Pro, and dedicated Slack and success manager support for Enterprise.
AI Models Available
Zendesk AI and My AskAI use GPT-4o. Chatfuel uses ChatGPT but does not specify the version. My AskAI's Enterprise tier also offers Claude and Gemini models.
API Access
All three platforms offer API access, enabling custom integrations and advanced functionalities.
Conclusion
In summary, Zendesk AI, Chatfuel, and My AskAI each have unique strengths and limitations. Zendesk AI offers comprehensive features but at a higher cost. Chatfuel is budget-friendly but lacks some advanced features. My AskAI strikes a balance between cost and functionality, with extensive integrations and robust support options, making it a versatile choice for businesses seeking a comprehensive AI customer support solution.
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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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