AI customer support agent features & capabilities compared:Zendesk AIvs. Tawk
Zendesk AI and Tawk are AI customer support platforms designed to help businesses manage and deflect support tickets efficiently. Zendesk AI offers a comprehensive suite of features, including human handover, analytics and insights, an AI email assistant, and email lead capture. It is priced at $495 per 1,000 tickets or chats, with usage tiers based on the features included in each tier. This positions Zendesk AI as a premium solution, likely targeting larger enterprises that require robust and integrated customer support capabilities.
In contrast, Tawk provides a more cost-effective solution at $20 per 1,000 tickets or chats, with distinct usage tiers tailored to different business sizes: Hobby, Growth, and Enterprise. Like Zendesk AI, Tawk includes human handover, analytics and insights, and email lead capture, but it does not offer an AI email assistant. This makes Tawk a suitable option for smaller businesses or those with less complex customer support needs, offering essential features at a significantly lower price point.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Tawk | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | Yes | No | Yes |
| AI Price Per 1,000 tickets/chats | $495 | $20 | $99 |
| Usage Tiers | Based on features | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo | 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 | Tawk pricing page | My AskAI pricing page |
| Content Limits | TBC | Based on features | 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 | Yes | No |
| Integrations (Content/Knowledge) | Help Center | Your website Shortcuts Documents Knowledge Base Plain text | 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 | Tawk 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 | Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis compares the AI customer support offerings ofZendesk AI,Tawk, andMy AskAI. The focus is on their respective AI features aimed at deflecting support tickets and enhancing customer support efficiency.
AI Customer Support Features
All three platforms—Zendesk AI, Tawk, and My AskAI—offer AI customer support features designed to deflect support tickets. Zendesk AI and My AskAI also provide AI features specifically for support agents, which Tawk does not.
Pricing
Zendesk AI is priced at $495 per 1,000 tickets/chats, making it the most expensive option. Tawk is significantly cheaper at $20 per 1,000 tickets/chats, while My AskAI is priced at $99 per 1,000 conversations, offering a middle ground between the two.
Usage Tiers
Zendesk AI's pricing is based on features rather than specific usage tiers. Tawk offers three tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). My AskAI also has three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise (unlimited conversations), with an additional cost of $0.10 per conversation beyond limits.
Human Handover and Analytics
All three platforms support human handover and conversation analytics/insights, ensuring seamless transitions and valuable insights into customer interactions.
AI Email Assistant and Lead Capture
Zendesk AI and My AskAI offer AI email assistants, a feature absent in Tawk. All three platforms support email lead capture, helping businesses gather potential customer information effectively.
Content Limits and Chatbots
Zendesk AI's content limits are not clearly defined. Tawk's limits are based on features, while My AskAI offers unlimited webpages and documents across all tiers. My AskAI also allows for more chatbots/agents in its Enterprise tier, compared to one chatbot/agent in the Essentials and Pro tiers.
Hosted Help Centre and Chatbot Flow Builder
Both Zendesk AI and Tawk offer a hosted help center and a chatbot flow builder, features not available in My AskAI.
Integrations
Zendesk AI integrates with its Help Center, while Tawk integrates with your website, shortcuts, documents, and knowledge bases. My AskAI offers the most extensive integration options, including websites, various file types, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, Salesforce, and more.
Compliance and Support
All three platforms are GDPR compliant. Zendesk AI is also SOC-2 compliant, a feature not available in Tawk or My AskAI. Support options vary, with Tawk offering different levels of support based on the tier, and My AskAI providing priority support and a success manager for its Enterprise tier.
AI Models and API Access
Zendesk AI and My AskAI utilize GPT-4o models, with My AskAI also offering Claude and Gemini models in its Enterprise tier. Tawk uses the Apollo AI Bot across all its tiers. API access is available across all three platforms.
Conclusion
In summary, Zendesk AI positions itself as a premium option with comprehensive features and higher pricing. Tawk offers a budget-friendly solution with basic AI capabilities. My AskAI provides a balanced approach, with competitive pricing, extensive integrations, and advanced features, making it a versatile choice for businesses looking to enhance their customer support capabilities.
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