LiveChat Review: AI Agents for Customer Service, Tested

LiveChat and CoSupport AI are two customer service platforms that use AI agents to handle routine inquiries and escalate complex issues to human agents. Both promise quick setup, customization, and cost-effective pricing, but they cater to different needs.

Key Takeaways:

• LiveChat AI: Best for small teams managing simple queries. Setup takes under 10 minutes, and it uses public data like website content for training. Pricing starts with a free plan and scales to $39/month for 4,000 messages. However, it operates separately from your main support system, which may fragment conversation history.
• CoSupport AI: Ideal for larger teams handling complex queries. It integrates with tools like Zendesk and learns from internal data, offering 99% accuracy and 90% automation. Pricing starts at $0.59 per resolved ticket, ensuring you only pay for successful outcomes.

Quick Comparison Table:

Feature	LiveChat AI	CoSupport AI
Setup Time	Under 10 minutes	Under 10 minutes
Training Data	Public content	Internal data
Accuracy	70% automation	99% accuracy, 90% automation
Integration	Separate dashboard	Direct with Zendesk, Salesforce, etc.
Pricing	Free plan, $39/month	$0.59 per resolution

Both platforms are easy to deploy and offer free trials, but your choice depends on your team's size, support volume, and the complexity of customer inquiries.

AI features in LiveChat, HelpDesk, ChatBot, and KnowledgeBase

1. LiveChat AI Agents

LiveChat provides AI-powered customer service agents designed to tackle routine support inquiries while seamlessly transferring more complex issues to human team members. The platform is geared toward helping support teams respond faster and more efficiently.

Setup Time

LiveChat AI agents are built for speed and simplicity, with deployment taking less than 10 minutes - no coding skills required. The process involves just three steps: adding the AI to your website, entering your domain URL, and letting the automated setup wizard handle the rest.

"No. The setup allows for a seamless integration - add the LiveChat AI to your website, enter your domain URL, and the AI sign-up wizard does the rest. Most teams go live in under ten minutes, and there's a free 14-day trial to test all product features without extra code."
– LiveChat.com

For users of platforms like WordPress and Shopify, LiveChat offers direct integrations to make the process even smoother. The AI automatically scans your website to learn from its content, eliminating the need for manual data uploads.

Once the AI is live, you can customize its responses to align with your brand's tone and style.

Customization Options

LiveChat AI agents are highly customizable, allowing you to fine-tune their voice to match your brand. You can also set escalation rules to define when conversations should shift from AI to human agents. The system integrates with your documentation, FAQs, and other resources to enhance response accuracy. A unified dashboard lets you manage multiple websites and communication channels, simplifying operations for teams handling diverse customer interactions.

The configuration process is straightforward, with five key steps: importing data sources, setting brand voice preferences, defining response styles, establishing escalation rules, and finalizing adjustments. Once you're done, updates can be published in under 30 seconds.

Pricing Models

LiveChat offers a 14-day free trial - no credit card required - so teams can explore all the features before deciding on a paid plan. There’s also a free plan available, giving teams the chance to evaluate how well the AI agent meets their needs. This flexible pricing approach allows businesses to test setup ease, integration options, and response quality without risk.

2. CoSupport AI

CoSupport AI brings AI-powered agents into your customer support system, using your existing support data to provide tailored responses. It pulls information from your helpdesk, documentation, FAQs, and past conversations, ensuring the AI understands your business and its unique needs.

Setup Time

Getting started with CoSupport AI is quick and hassle-free - most setups take less than 10 minutes. The platform seamlessly connects to tools like Zendesk, Intercom, and Slack without requiring any coding. The process involves linking your data sources, letting the AI analyze your content, and defining your response preferences.

Once integrated, CoSupport AI immediately begins learning from new tickets and conversations. It supports over 40 languages, making it a great option for businesses with a global customer base. This streamlined setup ensures the AI is ready to deliver accurate and efficient customer interactions from the start.

Accuracy and Performance

CoSupport AI uses a patented AI system designed to avoid "hallucinations", a problem where AI generates incorrect or fabricated information. By combining reinforcement learning with detailed analytics, the platform continually improves its responses based on customer feedback and outcomes.

The system tracks resolution rates and provides in-depth analytics, helping teams identify where the AI excels and where human assistance might still be needed. This data-driven approach allows for ongoing refinement and boosts the AI's effectiveness over time.

Customizing and fine-tuning the AI's responses is easy, thanks to the platform's flexible tools.

Customization Options

CoSupport AI offers a range of customization features to ensure the AI aligns with your brand and support standards. You can tweak the AI’s tone, response style, and decision-making processes to reflect your company’s voice.

The platform allows unlimited user access, making it scalable for teams of any size. It also supports multiple AI agent configurations, which can be tailored for different departments or product lines. Additionally, CoSupport AI enables custom workflows and automated actions based on factors like ticket content, customer history, or resolution patterns.

Pricing Models

CoSupport AI provides three pricing options tailored to different business needs and usage levels:

Plan Type	Price	Best For
Resolution-Based	$0.59 per resolution	Teams that prefer paying only for successful outcomes
Server-Based	$190 per month	High-volume teams needing unlimited responses
Response-Based	$0.10 per response	Businesses with fluctuating support volumes

The resolution-based model is particularly appealing for teams new to AI, as you only pay when the AI successfully resolves a customer issue. Tickets requiring human intervention don’t incur charges. All plans include the same core features, and costs decrease as your resolution rates or response volumes grow - rewarding teams that invest in training their AI agents effectively.

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Pros and Cons

LiveChat AI Agents and CoSupport AI each bring their own strengths and challenges to the table, which can influence your support strategy in different ways.

Side-by-Side Comparison

Feature	LiveChat AI Agents	CoSupport AI
Setup Time	Under 10 minutes	Under 10 minutes
Training Data	Public content (website and help center)	Internal data including past tickets and CRM notes
Accuracy Rate	Handles up to 70% of customer questions	99% accuracy with 90% automation
Integration	Operates on a separate dashboard	Integrates directly with Zendesk, Salesforce, and Intercom
Pricing	Higher-tier "unlimited" plans require your own OpenAI API key	Flat-rate pricing
Workflow	Use of a separate tool may split conversation history	Works within your existing support workflow

This comparison highlights how each platform caters to different needs and priorities.

LiveChat AI: Strengths and Weaknesses

LiveChat AI stands out for its simplicity and affordability for small teams. It’s quick to set up and offers a free tier with 250 messages, while the $39 basic plan covers 4,000 monthly messages - ideal for those testing AI-driven support.

However, it’s not without drawbacks. Because it operates separately from your main support system, conversation histories can become fragmented, potentially slowing down response times. Additionally, while the higher-tier "unlimited" plans sound appealing, they require you to connect your own OpenAI API key, which could lead to unpredictable costs depending on usage.

CoSupport AI: Strengths and Weaknesses

CoSupport AI takes a deeper dive into your internal data, learning from sources like helpdesk tickets, CRM notes, and past conversations. This allows it to handle more nuanced and complex queries compared to LiveChat AI.

Its cost benefits are also noteworthy. For instance, SupportYourApp reported saving $14,000 per month by using CoSupport AI to manage 80% of customer queries. With resolution-based pricing at $0.59 per successful resolution, you’re only charged when the AI successfully resolves an issue - a model that can be highly efficient for scaling support.

Performance Reality Check

When comparing automation capabilities, CoSupport AI shines in real-world scenarios. One implementation resolved over 89% of inquiries without needing escalation, cutting average handle times by 42%. On the other hand, LiveChat AI’s 70% automation rate may fall short for complex questions, as its reliance on public content limits its ability to address more specific or detailed customer needs.

Final Thoughts

Both LiveChat AI and CoSupport AI can be up and running in under 10 minutes, but they cater to different support needs. LiveChat AI is ideal for teams managing a high volume of straightforward questions, while CoSupport AI is designed for handling more detailed and complex inquiries.

LiveChat AI shines by instantly resolving about 70% of basic inquiries, making it a great fit for smaller teams focused on routine support tasks. On the other hand, CoSupport AI is better suited for larger teams or operations, offering precise handling of intricate issues. Its pricing model - $0.59 per resolved ticket - lets you train the AI using your own support content, ensuring it aligns with your specific needs.

CoSupport AI excels at tackling detailed queries, resolving nearly 90% of complex issues with consistent, transparent pricing. Choosing between these tools comes down to evaluating your support volume and the complexity of the questions your team handles.

Ready to see the difference AI can make in your customer service? Try CoSupport free for 14 days - no coding required, no hidden surprises.

FAQs

What’s the difference between LiveChat AI and CoSupport AI when it comes to integration, and how does it affect support teams?

CoSupport AI stands out with its quick, no-code setup, allowing you to get your AI agents up and running in less than 10 minutes - no technical expertise required. On the other hand, LiveChat AI often demands a manual setup process, which can be time-consuming and require more technical effort.

With CoSupport AI’s streamlined integration, your support team can start automating tasks without delays, ensuring minimal disruption to daily operations. This means you’ll see efficiency improvements almost immediately, freeing up your team to concentrate on creating better customer experiences.

How much could it cost to use LiveChat AI's higher-tier plans with an OpenAI API key?

Using LiveChat AI's higher-tier plans along with an OpenAI API key can increase costs, as API usage is billed separately based on token consumption. OpenAI's pricing ranges from about $0.02 to $0.06 per 1,000 tokens, depending on the model you choose. For instance, the $389/month 'Expert' plan includes a set number of GPT-4 messages, but if you exceed this limit, you'll incur additional API fees. For businesses with high chat volumes, these extra charges can add up fast.

To keep expenses under control, it’s essential to track your token usage closely and account for any potential overages when planning your support budget.

How does CoSupport AI deliver accurate responses and prevent errors like AI 'hallucinations'?

CoSupport AI delivers highly accurate responses by leveraging a specialized multi-model system tailored to ensure factual correctness. It’s trained using your specific content - such as FAQs, documentation, and past interactions - allowing it to provide precise, contextually relevant answers.

To minimize the risk of AI 'hallucinations' (incorrect or fabricated responses), CoSupport AI operates within a tightly controlled framework. This system ensures that answers are based solely on verified information, maintaining reliability even when addressing complex or nuanced customer inquiries.