AI customer support agent features & capabilities compared:Zendesk AIvs. Netomi
Zendesk AI and Netomi are prominent AI customer support platforms designed to deflect support tickets through automation and intelligent assistance. Zendesk AI offers a comprehensive suite of features including human handover, robust analytics and insights, an AI email assistant, and email lead capture capabilities. It operates on a tiered pricing model based on features, with a cost of $495 per 1,000 tickets or chats. This structured approach allows customers to choose plans that best fit their needs, ensuring scalability and flexibility.
Netomi, on the other hand, provides AI customer support with a focus on consumption-based pricing, though specific costs are provided on request (POA). Netomi also includes an AI email assistant and email lead capture, but lacks detailed information on human handover and analytics/insights capabilities. This may suggest a more tailored pricing and feature offering, potentially catering to businesses with varying support needs. Both platforms aim to enhance customer support efficiency, but Zendesk AI’s clearly defined features and pricing may offer more transparency and predictability for potential users.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Netomi | + 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 | Not provided | Yes |
| Conversation Analytics/Insights | Yes | Not provided | Yes |
| AI Email Assistant | Yes | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Zendesk AI pricing page | [Netomi 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 | Not provided | No |
| Chatbot Flow Builder | Yes | Not provided | 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 | Netomi 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 |
Overview of AI Customer Support Platforms
This analysis focuses on the AI customer support features of three platforms:Zendesk AI,Netomi, andMy AskAI. The goal is to understand their respective capabilities, pricing, and unique offerings, especially in the context of deflecting support tickets.
AI Customer Support Features
All three platforms—Zendesk AI, Netomi, and My AskAI—offer AI customer support features aimed at deflecting support tickets. They also provide AI features specifically for support agents, enhancing the overall efficiency of customer service operations.
Pricing
Zendesk AI charges $495 per 1,000 tickets/chats, whereas Netomi's pricing is provided on application (POA). My AskAI offers a more transparent and affordable pricing structure at $99 per 1,000 tickets/chats. This makes My AskAI a cost-effective option for businesses looking to manage their customer support costs efficiently.
Usage Tiers
Zendesk AI's usage tiers are based on the features included in the plan, while Netomi's are based on consumption. My AskAI offers three distinct plans: Essentials, Pro, and Enterprise. The Essentials plan includes 200 conversations per month, Pro includes 1,000, and Enterprise offers unlimited conversations, with a charge of $0.10 per conversation beyond the limits.
Human Handover
Both Zendesk AI and My AskAI support human handover, allowing seamless transition from AI to human agents when needed. Netomi does not provide information on this feature.
Conversation Analytics/Insights
Zendesk AI and My AskAI offer conversation analytics and insights, providing valuable data to improve customer support. Netomi does not provide information on this feature.
AI Email Assistant and Email Lead Capture
All three platforms include AI email assistants and email lead capture capabilities, ensuring that email-based customer interactions are efficiently managed.
Content Limits
My AskAI offers unlimited webpages and documents across all its plans, with automatic updates. Zendesk AI's content limits are to be confirmed, while Netomi's are based on consumption.
Number of Chatbots/Agents
Zendesk AI supports one chatbot/agent. My AskAI offers one chatbot/agent in its Essentials and Pro plans, with the Enterprise plan supporting unlimited chatbots/agents. The chatbots in My AskAI can operate in two modes: public and private. Netomi's offering is based on consumption.
Hosted Help Centre and Chatbot Flow Builder
Zendesk AI provides a hosted help center and a chatbot flow builder, whereas My AskAI does not offer these features. Information on these features is not provided for Netomi.
Integrations
My AskAI supports a wide range of content and knowledge integrations, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, and more. Zendesk AI integrates with its Help Center, while Netomi does not provide detailed information on content integrations.
For end-user integrations, My AskAI supports a variety of platforms such as websites, Zendesk, Intercom, HubSpot, Slack, Teams, and more. Zendesk AI and Netomi also offer integrations through their respective marketplaces/app stores.
Compliance and Support
All three platforms are GDPR compliant. Zendesk AI and Netomi are SOC-2 compliant, while My AskAI is not. My AskAI provides different levels of support based on the plan, including web, email, video, Slack, and a success manager for Enterprise users. Support information for Zendesk AI and Netomi is not provided.
AI Models and API Access
My AskAI offers GPT-4o across all plans, with additional AI models like Claude and Gemini available for Enterprise users. Zendesk AI also uses GPT-4o, while Netomi does not specify the AI models used. Both Zendesk AI and My AskAI provide API access; Netomi's API access information is not provided.
Conclusion
In summary, My AskAI stands out with its transparent and competitive pricing, extensive integrations, and flexible usage tiers. While Zendesk AI and Netomi offer robust features, My AskAI provides a cost-effective and versatile solution for businesses looking to enhance their AI customer support capabilities.
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