Intercom vs - Conversational AI Software Comparison

Post by
Indrek Vainu
June 7, 2021
Intercom vs - Conversational AI Software Comparison

TL;DR - if you are already using Intercom you can try their Resolution Bot here. If you are looking for a comprehensive, easy to use Conversational AI with cutting edge AI that provides deep customization (e.g. authentication) as you scale then go for the AlphaChat Conversational AI platform

1. Chatbot Builder With Conversational AI


  • Build a chatbot (Resolution Bot) on the answers you have in Intercom or add new answers.

  • No-code editor for building intents and workflows. 
  • Intents organized under folders to scale to 1,000+ intents.
  • WYSIWYG chatbot text editor.
  • Add links to other topics, links to URLs, images, carousels.

2. Training Smart AI Bots


  • Train phrases from current chats or insert new ones.

  • Insert phrases under intents.
  • Selection from best deep learning algorithms optimized for training speed and accuracy.
  • Train with one-click.
  • Training data organized under intents. Searchable and modifiable.
  • Multiple intent handling.
  • ReTrain function where AI suggests improvements into training data.
  • Overlap function where AI shows overlap of phrases across intents.

3. Languages Supported By Intelligent Chatbots


  • English, French, German, Italian, Portuguese, Russian, Spanish.

  • All European languages + Russian + Arabic.

4. Chat Widget Functionality For Chatbot To Use


  • Connected to Intercom chat widget.
  • Show emojis, links, GIFs, pictures.

  • Fully configurable widget with customizable colors and logos.
  • Bot can show text, images, videos, buttons, forms, carousels.
  • Automatic customers language detection with URL parameters.
  • Detects whether agents are online or offline.

5. Metrics For Measuring Customer Support Efficiency With AI


  • Impact report on hours saved.
  • Number of conversations resolved.

  • Measure self-service resolution rate.
  • Measure direct costs saved.
  • Customer satisfaction metrics (money saved with bot).

6. Conversational AI Integration To RCS, Apple Business Chat, WhatsApp


  • N/A

  • API available for integration to all channels.

7. Live Chat Availability


  • Connects to Intercom live chat.
  • Agent handover.
  • Routing to queues.

  • Full live chat functionality built-in.
  • Efficient handover from bot to agents with conversation history.
  • Co-pilot mode where AI suggests answers to agents. 
  • Ability to connect to 3rd party customer support platforms (Zendesk, Salesforce).

8. Bot Authenticates Users


  • N/A

  • Available through AlphaOS where custom code can be written into intents.

9. Enterprise Features For Bot


  • SSO.
  • Technical support.

  • SSO. Access Control.
  • Test and deployment environments.
  • SLA. Dedicated support in Slack, Teams.

10. API Connectivity With Conversational AI


  • Connect to Shopify, Mailchimp, Zoom.
  • General API availability for chatbot unclear.

  • APIs for chatbot functionality - logs, statistics, history, sending and receiving messages, testing.

11. Price


  • Bot available only in the Conversational Support package.
  • Price available on request.

  • €399/month
  • 1 NLU chatbot.
  • 1 agent live chat license. 
  • 3,000 chats/month included.
  • Customizable widget.
  • Deflection rate, customer happiness metrics.
  • Enterprise plan for API, AlphaOS, additional bots.