AI customer support agent features & capabilities compared: Zendesk AI vs. LiveChat
Zendesk AI and LiveChat both offer AI customer support platforms designed to streamline customer service by 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. Zendesk AI's pricing is tiered based on the features utilized, allowing businesses to scale their usage according to their needs.
In contrast, LiveChat is priced significantly lower at $52 per 1,000 tickets or chats and does not impose any usage limits. It also includes essential features such as human handover, analytics and insights, and email lead capture, but lacks an AI email assistant. This makes LiveChat a more cost-effective option for businesses that do not require the additional functionality of an AI email assistant. Both platforms offer robust solutions for managing customer support with AI, but their pricing and specific features cater to different business requirements and budgets.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | LiveChat | + 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 | $52 | $99 |
| Usage Tiers | Based on features | No usage limit | 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 | LiveChat 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 | Starter - 1 agent Team - unlimited agents Business - unlimited agents Enterprise - based on contract |
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 | Knowledge base Product pages Terms of service FAQs |
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 | LiveChat 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 | No | No |
| Support | Not provided | Starter - Help Center, 24/7/365 Support Team - Help Center, 24/7/365 Support Business - Help Center, 24/7/365 Support Enterprise - Help Center, 24/7/365 Support |
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 | Yes | Yes |
AI Customer Support Platforms: Zendesk AI vs. LiveChat vs. My AskAI
This analysis focuses on the AI customer support features of Zendesk AI, LiveChat, and My AskAI, aimed at deflecting support tickets.
AI Customer Support Features
All three platforms, Zendesk AI, LiveChat, and My AskAI, offer AI customer support features designed to enhance customer service and deflect support tickets. They also provide AI features that assist support agents, ensuring a more efficient workflow.
Pricing and Usage Tiers
Zendesk AI charges $495 per 1,000 tickets/chats, which is significantly higher compared to LiveChat's $52 and My AskAI's $99. My AskAI offers three usage tiers: Essentials, Pro, and Enterprise, with varying conversation limits and prices. Beyond these limits, My AskAI charges $0.10 per conversation. LiveChat does not impose a usage limit, while Zendesk AI's pricing is based on features.
Human Handover and Conversation Analytics
All three platforms support human handover, ensuring that complex queries can be escalated to human agents seamlessly. They also provide conversation analytics and insights, helping businesses understand customer interactions better.
AI Email Assistant and Lead Capture
Zendesk AI and My AskAI both offer an AI email assistant, whereas LiveChat does not. All three platforms support email lead capture, aiding in the collection of potential customer information.
Content Limits and Chatbots
Zendesk AI and LiveChat do not specify content limits, whereas My AskAI offers unlimited webpages and documents across all tiers. In terms of chatbots, Zendesk AI and My AskAI offer one chatbot per plan, while LiveChat offers varying numbers of agents based on the plan.
Hosted Help Centre and Chatbot Flow Builder
Zendesk AI and LiveChat offer a hosted help center and a chatbot flow builder, features not available in My AskAI. However, My AskAI compensates with extensive integration options.
Integrations
Zendesk AI integrates with its Help Center, while LiveChat connects with a range of knowledge bases and product pages. My AskAI supports a broad spectrum of integrations, including websites, files, Google Drive, Notion, Confluence, and more. This extensive integration capability allows My AskAI to be highly versatile and adaptable.
End User Integrations
Zendesk AI and LiveChat have their respective app stores for end-user integrations. My AskAI offers integrations with popular platforms like Zendesk, Intercom, HubSpot, Slack, Teams, and more, providing a comprehensive ecosystem for end-user engagement.
Compliance and Support
All three platforms are GDPR compliant. Zendesk AI is SOC-2 compliant, whereas LiveChat and My AskAI are not. Support options vary, with LiveChat offering 24/7/365 support across all plans. My AskAI provides tiered support, with priority and success manager options for higher tiers.
AI Models and API Access
Zendesk AI and My AskAI use GPT-4o as their AI model, with My AskAI also offering Claude and Gemini for its Enterprise tier. All three platforms provide API access, allowing for customization and integration with other systems.
Conclusion
In summary, Zendesk AI, LiveChat, and My AskAI each offer robust AI customer support features. Zendesk AI is the most expensive, while LiveChat is the most economical. My AskAI stands out with its extensive integration options, flexible pricing tiers, and comprehensive support features, making it a versatile choice for various business needs.
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“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
