AI customer support agent features & capabilities compared: Zendesk AI vs. Conversica
Zendesk AI and Conversica both offer robust AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Zendesk AI provides a detailed pricing structure at $495 per 1,000 tickets or chats, with usage tiers based on the features selected. It includes capabilities such as human handover, analytics and insights, an AI email assistant, and email lead capture, making it a comprehensive solution for businesses looking to streamline their customer support operations.
Conversica, on the other hand, follows a pricing model that is provided on application (POA), with usage tiers based on consumption. Like Zendesk AI, it offers essential features such as human handover, analytics and insights, an AI email assistant, and email lead capture. This flexible consumption-based pricing could be advantageous for businesses with fluctuating support needs. Both platforms aim to enhance customer support efficiency but differ in their pricing strategies and potentially in the way they scale with business needs.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Conversica | + 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 | POA | $99 |
| Usage Tiers | Based on features | Based on consumption | 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 | [Conversica pricing page](Not provided) | My AskAI pricing page |
| Content Limits | TBC | Based on consumption | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | 1 | Based on consumption | 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 | Company-specific data FAQs Customer service logs Product documentation and support content User behavior and feedback |
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 | Conversica 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 | Yes | Yes | No |
| Support | Not provided | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | Not provided | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
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.
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Zinc
“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
