AI customer support agent features & capabilities compared:Zendesk AIvs. Salesforce AI
Zendesk AI and Salesforce AI are prominent AI customer support platforms designed to enhance customer service by deflecting support tickets. Zendesk AI offers a comprehensive suite of features including human handover, analytics and insights, an AI email assistant, and email lead capture. These features are priced at $495 per 1,000 tickets or chats, with pricing tiers based on the features included. This positions Zendesk AI as a versatile and cost-effective solution for businesses looking to integrate AI into their customer support operations.
In contrast, Salesforce AI comes at a significantly higher price point of $2,000 per 1,000 tickets or chats. The available information does not specify additional features such as human handover, analytics and insights, AI email assistant, or email lead capture. This lack of detailed feature information makes it difficult to compare the two platforms comprehensively. However, Salesforce's higher pricing suggests a premium offering, potentially tailored for larger enterprises with complex customer support needs. Both platforms aim to streamline customer support through AI, but Zendesk AI's detailed feature set and lower cost may appeal to a broader range of businesses.
You can integrate My AskAI directly within Zendesk AI, so that you can have powerful AI customer support within the support tool your team is already using.
You can get setup in under 30 mins, and start deflecting over 70% of your support tickets overnight.
Try our 30 free trial (with no credit card) to put us to the test.
Full breakdown: All available features and pricing
| Feature | Zendesk AI | Salesforce 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 | $2,000 | $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 | Not provided | Yes |
| Conversation Analytics/Insights | Yes | Not provided | Yes |
| AI Email Assistant | Yes | Not provided | Yes |
| Email Lead Capture | Yes | Not provided | Yes |
| Pricing Page | Zendesk AI pricing page | Salesforce 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 | Not provided | 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 | Not provided | 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 | Not provided | Yes |
| SOC-2 Compliant | Yes | Not provided | No |
| Support | Not provided | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | IBM Watson | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Not provided | Yes |
AI Customer Support Platforms Overview
This analysis focuses on the AI customer support features of Zendesk AI, Salesforce AI, and My AskAI, emphasizing their capabilities in deflecting support tickets.
AI Customer Support Features
All three platforms, Zendesk AI, Salesforce AI, and My AskAI, offer robust AI customer support features. These include AI-driven responses to customer inquiries and automated ticket deflection to reduce the load on human agents.
AI Features for Support Agents
Zendesk AI, Salesforce AI, and My AskAI all provide AI features designed to assist support agents. These features typically include automated ticket categorization, response suggestions, and workflow optimization to enhance agent productivity.
Pricing Comparison
Zendesk AI charges $495 per 1,000 tickets/chats, while Salesforce AI is significantly more expensive at $2,000 for the same volume. My AskAI offers a more affordable pricing model at $99 per 1,000 tickets/chats, making it a cost-effective option.
Usage Tiers
Zendesk AI's pricing is based on the features included in different plans. Salesforce AI does not provide clear usage tiers. My AskAI offers transparent usage tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional cost of $0.10 per conversation beyond these limits.
Human Handover
Both Zendesk AI and My AskAI support human handover, allowing seamless transition from AI to human agents when necessary. Salesforce AI does not provide explicit information on this feature.
Conversation Analytics/Insights
Zendesk AI and My AskAI offer conversation analytics and insights, enabling businesses to monitor and improve their customer support interactions. Salesforce AI does not provide specific details on this feature.
AI Email Assistant and Lead Capture
Zendesk AI and My AskAI include AI email assistant and email lead capture functionalities, enhancing their capabilities in managing customer communications. Salesforce AI does not specify these features.
Content Limits
My AskAI provides unlimited webpages and documents across all its tiers, with automatic updates. Zendesk AI's content limits are to be confirmed, and Salesforce AI does not provide information on this aspect.
Number of Chatbots/Agents
My AskAI offers flexibility in the number of chatbots/agents: Essentials and Pro tiers include one chatbot with two modes (public and private), while the Enterprise tier offers unlimited chatbots. Zendesk AI allows one chatbot, and Salesforce AI does not specify this feature.
Hosted Help Centre and Chatbot Flow Builder
Zendesk AI includes a hosted help center and a chatbot flow builder. My AskAI does not offer these features, focusing instead on integrations and flexibility. Salesforce AI does not provide details on these features.
Integrations
My AskAI excels in integration options, supporting a wide range of content/knowledge platforms (e.g., Google Drive, Notion, Confluence) and end-user integrations (e.g., Slack, Teams, WhatsApp). Zendesk AI integrates with its own Help Center and offers a marketplace/app store for additional integrations. Salesforce AI's integration details are not provided.
Compliance and Support
Zendesk AI and My AskAI are GDPR compliant. Zendesk AI is also SOC-2 compliant, whereas My AskAI is not. My AskAI provides tiered support: Essentials (web, email), Pro (priority web, email, video), and Enterprise (Slack, success manager). Zendesk AI and Salesforce AI do not specify their support options.
AI Models and API Access
Zendesk AI uses GPT-4o, while Salesforce AI leverages IBM Watson. My AskAI offers GPT-4o across all tiers, with the Enterprise tier also providing access to Claude and Gemini models. Both Zendesk AI and My AskAI offer API access, whereas Salesforce AI does not specify this feature.
Conclusion
Zendesk AI and Salesforce AI offer comprehensive AI customer support features, but My AskAI stands out for its affordability, extensive integrations, and flexible usage tiers. My AskAI's competitive pricing and diverse AI models make it an attractive option for businesses looking to enhance their customer support capabilities.
CompareZendesk AIwith other AI support agents
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“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