AI customer support agent features & capabilities compared: Zendesk AI vs. Intercom Fin AI
Zendesk AI and Intercom Fin AI are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Both platforms are priced at $495 per 1,000 tickets or chats and offer tiered usage based on features, allowing businesses to choose a plan that best fits their needs. They both support human handover, ensuring that complex issues can be seamlessly transferred to a human agent when necessary. Additionally, both platforms provide analytics and insights to help businesses understand customer interactions and improve their support strategies.
However, there are some key differences between the two offerings. Zendesk AI includes an AI email assistant, which helps automate responses to common email queries, potentially reducing the workload for customer support teams. Intercom Fin AI does not offer this feature, which could be a consideration for businesses heavily reliant on email support. Both platforms offer email lead capture capabilities, aiding in the collection of customer information for follow-up and marketing purposes. These distinctions can influence a company's choice depending on their specific customer support needs and the channels they prioritize.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Intercom Fin AI | + 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 | $495 | $99 |
| Usage Tiers | Based on features | Based on features | 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 | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Zendesk AI pricing page | Intercom Fin AI 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 | 1 | 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 | Yes | No |
| Integrations (Content/Knowledge) | Help Center | Websites (public and private) Help Center Files (PDF) |
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 | Intercom Fin AI 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 | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis compares the AI customer support features of Zendesk AI, Intercom Fin AI, and My AskAI. Each platform aims to deflect support tickets through advanced AI-driven capabilities.
AI Customer Support Features
All three platforms—Zendesk AI, Intercom Fin AI, and My AskAI—offer robust AI customer support features. These features are designed to help businesses manage and resolve customer inquiries efficiently.
AI Features for Support Agents
Zendesk AI, Intercom Fin AI, and My AskAI each provide AI features tailored for support agents. These features assist agents in delivering faster and more accurate responses.
Pricing
Zendesk AI and Intercom Fin AI both price their AI services at $495 per 1,000 tickets or chats. My AskAI, however, offers a more competitive price at $99 per 1,000 conversations, making it a cost-effective alternative.
Usage Tiers
Zendesk AI and Intercom Fin AI have usage tiers based on features, but specific details are not provided. My AskAI offers clear usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (Unlimited conversations). Additional conversations are priced at $0.10 each.
Human Handover
All three platforms support human handover, allowing seamless transitions from AI to human agents when necessary.
Conversation Analytics/Insights
Zendesk AI, Intercom Fin AI, and My AskAI provide conversation analytics and insights, helping businesses understand customer interactions and improve support quality.
AI Email Assistant
Zendesk AI and My AskAI both offer an AI email assistant, while Intercom Fin AI does not include this feature.
Email Lead Capture
All three platforms—Zendesk AI, Intercom Fin AI, and My AskAI—support email lead capture, aiding in customer acquisition efforts.
Content Limits
Zendesk AI and Intercom Fin AI do not specify content limits. My AskAI offers unlimited webpages and documents across all tiers, with automatic updates.
Number of Chatbots/Agents
Zendesk AI and Intercom Fin AI each support one chatbot/agent. My AskAI offers one chatbot in Essentials and Pro tiers with two modes (public and private) and unlimited chatbots in the Enterprise tier.
Hosted Help Centre
Both Zendesk AI and Intercom Fin AI offer a hosted help center, while My AskAI does not include this feature.
Chatbot Flow Builder
Zendesk AI and Intercom Fin AI provide a chatbot flow builder. My AskAI does not offer this feature.
Integrations (Content/Knowledge)
Zendesk AI integrates with its Help Center. Intercom Fin AI integrates with websites, Help Centers, and PDFs. My AskAI offers extensive integrations, including websites, various file types (PDF, Docx, txt, CSV, pptx, mp3, mp4), and multiple platforms such as Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Zendesk AI and Intercom Fin AI have their respective app marketplaces. My AskAI integrates with a wide range of platforms, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter via Intercom/Zendesk.
Compliance
All three platforms are GDPR compliant. Zendesk AI and Intercom Fin AI are also SOC-2 compliant, whereas My AskAI is not.
Support
Support details for Zendesk AI and Intercom Fin AI are not provided. My AskAI offers web and email support for the Essentials tier, priority web, email, and video support for the Pro tier, and Slack and a success manager for the Enterprise tier.
AI Models Available
All three platforms use GPT-4o. My AskAI provides additional options in the Enterprise tier, including Claude and Gemini.
API Access
Zendesk AI, Intercom Fin AI, and My AskAI all offer API access for custom integrations and extended functionality.
Conclusion
In summary, while Zendesk AI and Intercom Fin AI offer comprehensive AI customer support features, My AskAI provides a more cost-effective solution with extensive integrations and flexible usage tiers. This makes My AskAI a compelling choice for businesses looking to optimize their customer support operations.
Compare Zendesk AI with other AI support agents
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