AI customer support agent features & capabilities compared: Zendesk AI vs. Drift
Zendesk AI and Drift are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Zendesk AI offers a comprehensive set of features, including human handover, analytics and insights, an AI email assistant, and email lead capture. The service is priced at $495 per 1,000 tickets or chats and provides different usage tiers based on the features required by the user. This makes Zendesk AI a versatile option for businesses looking to integrate advanced AI capabilities into their customer support systems.
On the other hand, Drift also provides essential AI customer support functionalities such as human handover and email lead capture. However, it lacks analytics and insights, as well as an AI email assistant, which may limit its utility for businesses seeking detailed performance metrics and automated email responses. Pricing for Drift is provided on application (POA), and information on usage tiers is not specified, making it less transparent in terms of cost structure compared to Zendesk AI. Overall, while both platforms are designed to streamline customer support, Zendesk AI offers a broader range of features and clearer pricing, potentially making it a more comprehensive solution for businesses.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Drift | + 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 | POA | $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 | No | Yes |
| AI Email Assistant | Yes | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Zendesk AI pricing page | Drift 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 | FAQs Customer Interactions Product and Service Information Feedback Loops |
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 | Drift 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 | Premium - 12/5 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Advanced - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources Enterprise - 24/7 customer support, Dedicated Customer Success Manager, Recurring Meetings, Strategy Sessions, Executive Business Reviews, Sales User Training, Access To Technical Support & Live Chat, and Access To On-Demand Resources |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | Fine-tuned OpenAI |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Zendesk AI
Zendesk AI is a comprehensive AI customer support platform designed to streamline support ticket deflection. It offers a variety of AI features for both customer interactions and support agents, enhancing the overall efficiency of customer service operations. Zendesk AI is priced at $495 per 1,000 tickets/chats and provides usage tiers based on features. This platform supports human handover, ensuring seamless transitions between AI and human agents when necessary.
Zendesk AI includes robust conversation analytics and insights, which can help organizations understand customer interactions better and optimize their support strategies. It also features an AI Email Assistant that aids in managing email communications. Additionally, Zendesk AI allows for email lead capture, which can be beneficial for sales and marketing efforts.
Zendesk AI hosts a help center and includes a chatbot flow builder, enabling the creation of structured conversational paths. It integrates with various content and knowledge sources, including Help Center, and offers a marketplace for end-user integrations. Zendesk AI is both GDPR and SOC-2 compliant, ensuring data security and privacy.
Drift
Drift is another AI customer support platform that focuses on automating customer interactions to deflect support tickets. Unlike Zendesk AI, Drift does not offer AI features specifically for support agents. Pricing for Drift is provided on application (POA), and detailed usage tiers are not specified.
Drift supports human handover, facilitating a smooth transition from AI to human agents when needed. However, it lacks conversation analytics and insights, as well as an AI Email Assistant. Drift does support email lead capture, which can help in generating potential sales leads.
Drift does not host a help center but includes a chatbot flow builder for creating conversational paths. It integrates with various FAQs, customer interactions, product and service information, and feedback loops. Drift also offers a marketplace for end-user integrations and is compliant with GDPR and SOC-2 standards.
My AskAI
My AskAI is an AI customer support platform that can be integrated within Zendesk AI or Drift, offering enhanced capabilities at a more competitive price point. My AskAI is priced at $99 per 1,000 tickets/chats, making it a cost-effective solution. It provides clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional $0.10 per conversation beyond the limits.
My AskAI supports human handover and offers comprehensive conversation analytics and insights, similar to Zendesk AI. It includes an AI Email Assistant and supports email lead capture, enhancing both customer support and sales efforts. My AskAI does not host a help center or include a chatbot flow builder but integrates with a wide range of content and knowledge sources, including websites, files, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
For end-user integrations, My AskAI supports a variety of platforms, including website, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp (via Intercom/Zendesk), Instagram (via Intercom/Zendesk), Messenger (via Intercom/Zendesk), and X/Twitter (via Intercom/Zendesk). It is GDPR compliant but not SOC-2 compliant. Support tiers for My AskAI include Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, Success manager).
Conclusion
In summary, Zendesk AI and Drift are both robust AI customer support platforms with unique strengths. Zendesk AI offers extensive features for both customer interactions and support agents, while Drift focuses on automating customer interactions without specific agent support features. My AskAI stands out with its competitive pricing, comprehensive feature set, and extensive integration capabilities, making it a versatile and cost-effective option for organizations seeking to enhance their AI customer support operations.
Compare Zendesk AI with other AI support agents
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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
“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
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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
“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
