AI customer support agent features & capabilities compared: Zendesk AI vs. Tidio
Zendesk AI and Tidio are both AI customer support platforms designed to help businesses deflect support tickets through automation and intelligent assistance. Zendesk AI offers a comprehensive suite of features, including human handover, analytics/insights, an AI email assistant, and email lead capture. Its pricing model is based on usage tiers and costs $495 per 1,000 tickets or chats, making it a cost-effective option for businesses looking for a robust AI-driven support solution.
On the other hand, Tidio provides similar core functionalities with human handover, analytics/insights, and email lead capture. However, it lacks an AI email assistant. Tidio's pricing starts at $749+ per 1,000 tickets or chats, with different usage tiers ranging from a free plan with 50 conversations to custom plans under Tidio+. While Tidio offers flexible conversation limits, its higher starting price may be a consideration for businesses evaluating cost-efficiency alongside feature sets. Both platforms aim to enhance customer support efficiency, but their pricing and specific feature offerings cater to different business needs and budgets.
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Full breakdown: All available features and pricing
| Feature | Zendesk AI | Tidio | + 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 | $749+ | $99 |
| Usage Tiers | Based on features | Free - 50 conversations Lyrio AI - 200 conversations Tidio+ - custom conversation |
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 | Tidio 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 | No | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Help Center | Websites Add Manually Files (only available for Tidio+) |
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 | Tidio 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 | Free - email, help desk Lyrio AI - email, live chat (24/5) Tidio+ - email, live chat (24/5), Flows building and strategy assistance, Dedicated Success Manager, Training sessions, Account reviews |
Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | GPT-4o | Free - Claude (Anthropic AI)/in-house models Lyrio AI - Claude (Anthropic AI)/in-house models Tidio+ - Claude (Anthropic AI)/in-house models |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Zendesk AI vs. Tidio vs. My AskAI
Overview
Zendesk AI, Tidio, and My AskAI are AI customer support platforms designed to enhance customer service by deflecting support tickets. Each offers a range of features aimed at improving the efficiency and effectiveness of customer interactions.
AI Customer Support Features
All three platforms—Zendesk AI, Tidio, and My AskAI—offer AI customer support features. These include capabilities such as automated responses, chatbots, and conversation analytics.
AI Features for Support Agents
Zendesk AI, Tidio, and My AskAI all provide AI features specifically designed for support agents. These features help agents manage customer queries more efficiently, utilizing AI to suggest responses and automate repetitive tasks.
Pricing
When comparing the cost per 1,000 tickets or chats, My AskAI is the most affordable option at $99, followed by Zendesk AI at $495, and Tidio at $749+. This makes My AskAI a cost-effective choice for businesses looking to deploy AI customer support.
Usage Tiers
Zendesk AI’s pricing is based on features, while Tidio offers three tiers: Free (50 conversations), Lyrio AI (200 conversations), and Tidio+ (custom conversations). My AskAI also provides three tiers: Essentials (200 conversations/mo), Pro (1,000 conversations/mo), and Enterprise (Unlimited). My AskAI charges $0.10 per conversation beyond the limits, offering a clear and scalable pricing structure.
Human Handover
All three platforms—Zendesk AI, Tidio, and My AskAI—support human handover, enabling seamless transitions from AI to human agents when necessary.
Conversation Analytics/Insights
Zendesk AI, Tidio, and My AskAI each offer conversation analytics and insights, helping businesses understand customer interactions and improve service quality.
AI Email Assistant
Zendesk AI and My AskAI both offer an AI email assistant, which Tidio lacks. This feature can significantly enhance email management and customer response times.
Email Lead Capture
All three platforms—Zendesk AI, Tidio, and My AskAI—support email lead capture, aiding in the collection of customer information for follow-up and marketing purposes.
Content Limits
My AskAI provides unlimited webpages and documents across all tiers, with automatic updates. Zendesk AI's content limits are to be confirmed, while Tidio does not provide specific information on content limits.
Number of Chatbots/Agents
Zendesk AI and Tidio each offer one chatbot/agent. My AskAI offers more flexibility with one chatbot/agent in Essentials and Pro tiers (with two modes: public and private) and unlimited chatbots/agents in the Enterprise tier.
Hosted Help Centre
Zendesk AI offers a hosted help center, while Tidio and My AskAI do not provide this feature.
Chatbot Flow Builder
Both Zendesk AI and Tidio include a chatbot flow builder, which My AskAI lacks. This feature helps businesses design and customize chatbot interactions.
Integrations (Content/Knowledge)
Zendesk AI integrates with its Help Center, while Tidio allows integration with websites, manual additions, and files (for Tidio+ only). My AskAI supports a wide range of integrations, including websites, files (PDF, Docx, txt, CSV, pptx, mp3, mp4), Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce.
Integrations (End Users)
Zendesk AI and Tidio offer various integrations through their respective marketplaces. My AskAI provides extensive integration options, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, WhatsApp, Instagram, Messenger, and X/Twitter.
Compliance
All three platforms are GDPR compliant. Zendesk AI is also SOC-2 compliant, whereas Tidio and My AskAI are not.
Support
Zendesk AI does not specify its support options. Tidio offers varying levels of support across its tiers, including email, live chat, and dedicated success managers for higher tiers. My AskAI provides web and email support for Essentials, priority web, email, and video support for Pro, and Slack and a success manager for Enterprise.
AI Models Available
Zendesk AI and My AskAI both use GPT-4o. Tidio uses Claude (Anthropic AI) and in-house models across its tiers. My AskAI offers additional flexibility in its Enterprise tier, supporting GPT-4o, Claude, and Gemini.
API Access
All three platforms—Zendesk AI, Tidio, and My AskAI—offer API access, enabling businesses to integrate and extend their AI capabilities.
Conclusion
Zendesk AI, Tidio, and My AskAI each offer robust AI customer support features, but My AskAI stands out for its affordability, extensive integration options, and flexible pricing tiers.
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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