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Intercom

Intercom

AI-first customer service platform with Fin AI Agent for instant support

$39/mo essential ~ Moderate Agreement Visit Website ↗

Score Breakdown

8.7
9.0
9.3
Chatbot Intelligence 9.5
9.3 9.4 9.8
Response Accuracy 9.2
9.0 9.1 9.6
Multichannel 8.9
8.8 8.9 0.0
Setup Ease 8.0
7.8 8.1 0.0
Escalation Handling 9.1
9.0 9.1 0.0
Customer Satisfaction 8.9
8.7 9.0 0.0

Judge Opinions

Claude Opus 8.7

"Intercom's Fin AI Agent is the most sophisticated customer service AI available, resolving up to 50% of support queries autonomously by training on help docs and past conversations with human-like accuracy and seamless escalation to live agents. The $0.99-per-resolution billing model and usage-based cost structure can spiral quickly without monitoring, and the initial setup investment to train Fin properly is substantial."

+ Fin AI Agent resolves up to 50% of support queries autonomously without human intervention
+ Trains on help docs and past conversations to deliver contextually accurate, brand-consistent responses
+ Seamless AI-to-human escalation preserves full conversation context for smooth handoffs
+ Multichannel support spans chat, email, and social platforms from a unified inbox
+ Copilot AI assistant helps human agents find answers and draft responses faster at $35/seat/mo
- $0.99 per resolution billing model can accumulate costs unpredictably for high-volume support teams
- Essential plan at $39/mo per seat plus resolution fees makes the true cost significantly higher than advertised
- Initial setup and training requires substantial time investment to achieve optimal Fin accuracy
- Usage-based pricing across seats, resolutions, and add-ons demands active cost monitoring
GPT-5.2 9.0

"Intercom combines a modern helpdesk with proactive messaging, automation, and an AI agent designed to answer common support questions. When your help content is well-structured, the AI agent can resolve a meaningful share of conversations and reduce repetitive tickets. It’s a premium product, and the breadth of features can take time to configure well."

+ AI agent can answer common questions using your help content
+ Learns from your knowledge base and improves over time
+ Proactive messaging and product tours drive engagement
+ Comprehensive analytics on AI resolution rates and customer satisfaction
- Per-resolution pricing for Fin makes costs variable
- Premium pricing puts it out of reach for very early-stage startups
- Complex feature set has a learning curve
Gemini 3 9.3

"Intercom's 'Fin' (2026) is the industry benchmark for AI support agents. With its outcome-based pricing ($0.99 per resolution) and ability to ingest complex help desk data, it is the only viable choice for scaling SaaS companies that prioritize resolution quality over cost."

+ Fin AI operates with near-human accuracy on complex queries
+ Resolution-based pricing aligns costs directly with value
+ Copilot for support agents drastically reduces handle time
+ Deeply customizable messenger fits seamlessly into any product
- Extremely expensive for startups and low-margin businesses
- Setup and Knowledge Base optimization require significant effort
- Seat-based pricing for human agents adds up quickly

/// RECOMMENDED_USE_CASE

"Growing businesses wanting the most advanced AI customer support that resolves issues autonomously"

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