AI customer support agent features & capabilities compared:Zendesk AIvs. Conversica

AI Customer Support Platforms: Zendesk AI vs. Conversica vs. My AskAI

Overview

This analysis focuses on the AI customer support features of Zendesk AI, Conversica, and My AskAI, aiming to highlight their capabilities in deflecting support tickets. Each platform offers a range of features designed to enhance customer support through AI-driven solutions.

AI Customer Support Features

All three platforms, Zendesk AI, Conversica, and My AskAI, offer robust AI customer support features. These include AI-driven responses to customer inquiries, automated ticket deflection, and intelligent routing to human agents when necessary.

AI Features for Support Agents

Zendesk AI, Conversica, and My AskAI all provide AI features that assist support agents. These features typically include AI-suggested responses, automated ticket categorization, and prioritization, helping agents manage their workload more efficiently.

Pricing

Zendesk AI charges $495 per 1,000 tickets or chats, while Conversica's pricing is provided on application (POA). My AskAI offers a more cost-effective solution, with pricing at $99 per 1,000 tickets or chats. This makes My AskAI a competitive option for businesses looking for an affordable AI customer support solution.

Usage Tiers

Zendesk AI's pricing is based on the features offered, while Conversica's is based on consumption. My AskAI provides clear usage tiers: Essentials (200 conversations per month), Pro (1,000 conversations per month), and Enterprise (unlimited conversations). My AskAI also charges $0.10 per conversation beyond these limits, providing flexibility for growing businesses.

Human Handover

All three platforms support seamless human handover, ensuring that complex queries can be escalated to human agents when necessary. This feature ensures that customers receive the appropriate level of support for their needs.

Conversation Analytics/Insights

Zendesk AI, Conversica, and My AskAI all offer conversation analytics and insights. These tools help businesses understand customer interactions, identify common issues, and improve their support processes.

AI Email Assistant and Lead Capture

Each platform includes an AI email assistant and email lead capture capabilities. These features help businesses manage their email communications and capture potential leads effectively.

Content Limits

The content limits for Zendesk AI are to be confirmed, while Conversica's are based on consumption. My AskAI provides unlimited webpages and documents across all tiers, with automatic updates, offering a significant advantage in terms of content management.

Number of Chatbots/Agents

Zendesk AI supports one chatbot, while Conversica's offering is based on consumption. My AskAI provides one chatbot with two modes (public and private) in the Essentials and Pro tiers, and unlimited chatbots in the Enterprise tier.

Hosted Help Centre and Chatbot Flow Builder

Zendesk AI offers a hosted help center and a chatbot flow builder, whereas Conversica does not provide a hosted help center but does offer a chatbot flow builder. My AskAI does not offer a hosted help center or a chatbot flow builder.

Integrations (Content/Knowledge)

Zendesk AI integrates with its Help Center, while Conversica integrates with company-specific data, FAQs, customer service logs, product documentation, and user behavior and feedback. My AskAI supports a wide range of integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.

Integrations (End Users)

Zendesk AI and Conversica offer integrations via their respective marketplaces. My AskAI provides extensive integration options, including websites, 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. Zendesk AI and Conversica are also SOC-2 compliant, while My AskAI is not.

Support

Zendesk AI and Conversica's support options are not provided. My AskAI offers tiered support: Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, success manager).

AI Models Available

Zendesk AI and My AskAI both use GPT-4o. My AskAI also offers additional models like Claude and Gemini in its Enterprise tier. Conversica's AI models are not specified.

API Access

Zendesk AI and My AskAI provide API access, while Conversica's API access details are not provided.

Conclusion

In conclusion, while Zendesk AI and Conversica offer comprehensive AI customer support features, My AskAI stands out for its competitive pricing, extensive integrations, and flexible usage tiers. Businesses looking for a cost-effective, scalable, and highly integrative AI customer support solution may find My AskAI to be a compelling choice.