Zendesk AI and Help Scout both offer AI-driven customer support solutions aimed at deflecting support tickets. Zendesk AI is priced at $495 per 1,000 tickets or chats and provides a range of features including human handover, analytics and insights, an AI email assistant, and email lead capture. The platform's pricing is based on usage tiers, which are determined by the features included in each tier. This comprehensive feature set allows Zendesk AI to offer a robust solution for managing and deflecting customer inquiries efficiently.
On the other hand, Help Scout's AI customer support offering is priced at $765 per 1,000 tickets or chats. Unlike Zendesk AI, Help Scout offers standard, plus, and pro usage tiers without specific usage limits. However, it lacks some of the advanced features found in Zendesk AI, such as human handover, analytics and insights, and an AI email assistant. Help Scout does include email lead capture, though it does not provide the same level of automation and data-driven insights as Zendesk AI. This positions Help Scout as a more straightforward, albeit less feature-rich, alternative in the AI customer support market.
| Feature | Zendesk AI | Help Scout | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | No | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | $495 | $765 | $99 |
| Usage Tiers | Based on features | Standard - no usage limit Plus - no usage limit Pro - no usage limit | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | No | 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 | Help Scout pricing page | My AskAI pricing page |
| Content Limits | TBC | Standard - no content limit Plus - no content limit Pro - no content limit | 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 | Yes | No |
| Chatbot Flow Builder | Yes | No | No |
| Integrations (Content/Knowledge) | Help Center | Not provided | 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 | Shopify Weebly Squarespace Wix Webflow | 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 | Support levels are consistent across plans, with all customers receiving timely and effective assistance. | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | AI Assist and AI Answers are powered by OpenAI's API service | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Zendesk AIandMy AskAIboth offer comprehensive AI customer support features designed to deflect support tickets.Help Scout, however, does not provide AI customer support features, which makes it less suitable for organizations looking for AI-driven solutions.
In terms of AI features for support agents,Zendesk AIandMy AskAIboth offer robust tools to assist support agents.Help Scoutlacks these AI capabilities, which could be a limitation for teams looking to enhance agent efficiency through AI.
Zendesk AIcharges $495 per 1,000 tickets/chats, whileHelp Scoutis priced at $765 for the same volume.My AskAIoffers a more cost-effective solution at $99 per 1,000 tickets/chats, making it a more affordable option for businesses looking to integrate AI into their customer support.
Zendesk AIbases its pricing on features, whileHelp Scoutoffers three standard plans with no usage limits.My AskAIprovides tiered pricing with the Essentials plan allowing 200 conversations per month, Pro plan allowing 1,000 conversations per month, and the Enterprise plan offering unlimited conversations. Additional conversations are priced at $0.10 each.
BothZendesk AIandMy AskAIsupport human handover, ensuring that complex issues can be escalated to human agents.Help Scoutdoes not provide this feature, potentially limiting its effectiveness in handling more complicated customer inquiries.
Conversation analytics and insights are available withZendesk AIandMy AskAI, enabling businesses to gain valuable insights from customer interactions.Help Scoutdoes not offer these features, which could be a drawback for data-driven organizations.
BothZendesk AIandMy AskAIinclude AI email assistants to streamline email communication.Help Scoutdoes not offer an AI email assistant, which could affect productivity for teams heavily reliant on email support.
All three platforms—Zendesk AI,Help Scout, andMy AskAI—offer email lead capture capabilities, ensuring that potential customer inquiries can be converted into leads.
Help Scoutoffers unlimited content across all its plans.My AskAIalso provides unlimited webpages and documents across all its plans, with automatic updates.Zendesk AI's content limits are to be confirmed (TBC).
Zendesk AIsupports one chatbot, whileHelp Scoutdoes not specify the number of chatbots or agents.My AskAIprovides one chatbot in both Essentials and Pro plans, with two modes (public and private), and unlimited chatbots in the Enterprise plan.
BothZendesk AIandHelp Scoutoffer hosted help centers, whileMy AskAIdoes not provide this feature.
Zendesk AIincludes a chatbot flow builder, allowing for customized conversation flows.Help ScoutandMy AskAIdo not offer this feature.
Zendesk AIintegrates with its Help Center.My AskAIoffers extensive content and knowledge integrations, including websites, various file types, and platforms like Google Drive, Notion, Confluence, and more.Help Scoutdoes not specify its content integration capabilities.
Zendesk AIhas a marketplace for various app integrations.Help Scoutintegrates with platforms like Shopify, Weebly, and Squarespace.My AskAIprovides extensive end-user integrations, including Zendesk, Intercom, HubSpot, Slack, Teams, and various chat platforms.
All three platforms—Zendesk AI,Help Scout, andMy AskAI—are GDPR compliant.Zendesk AIandHelp Scoutare also SOC-2 compliant, whileMy AskAIis not.
Help Scoutoffers consistent support across all plans.My AskAIprovides tiered support, with Essentials offering web and email support, Pro offering priority web, email, and video support, and Enterprise offering support through Slack and a dedicated success manager.Zendesk AIdoes not specify its support options.
Zendesk AIandMy AskAIboth utilize GPT-4o, withMy AskAIalso offering Claude and Gemini models in its Enterprise plan.Help Scoutuses OpenAI's API service for its AI Assist and AI Answers.
All three platforms—Zendesk AI,Help Scout, andMy AskAI—offer API access, enabling further customization and integration with other systems.
Zendesk AIandMy AskAIboth provide comprehensive AI customer support features, withMy AskAIoffering more cost-effective pricing and extensive integration options.Help Scoutlacks AI customer support features, making it less competitive in this specific area.
