Help Scout and Intercom Fin AI are two prominent AI customer support platforms designed to deflect support tickets and streamline customer service operations. Help Scout positions itself with a pricing model of $765 per 1,000 tickets or chats and offers three usage tiers—Standard, Plus, and Pro—all of which have no usage limits. However, Help Scout lacks certain advanced features such as human handover and analytics/insights, and it does not include an AI email assistant. It does, however, provide email lead capture capabilities, which can be useful for generating new customer leads.
On the other hand, Intercom Fin AI is priced at $495 per 1,000 tickets or chats and structures its usage tiers based on features rather than a flat rate. It includes several advanced capabilities that Help Scout does not offer, such as human handover and robust analytics/insights, which can provide deeper insights into customer interactions and support performance. Like Help Scout, Intercom Fin AI also offers email lead capture but does not include an AI email assistant. Overall, Intercom Fin AI provides a more feature-rich offering at a lower price point compared to Help Scout, making it a potentially more attractive option for businesses looking for comprehensive AI customer support solutions.
| Feature | Help Scout | Intercom Fin AI | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | No | Yes | Yes |
| Offers AI Features for Support Agents? | No | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $765 | $495 | $99 |
| Usage Tiers | Standard - no usage limit Plus - no usage limit Pro - no usage limit | Based on features | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | No | Yes | Yes |
| Conversation Analytics/Insights | No | Yes | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Help Scout pricing page | Intercom Fin AI pricing page | My AskAI pricing page |
| Content Limits | Standard - no content limit Plus - no content limit Pro - no content limit | Not provided | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | 1 | 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 | No | Yes | No |
| Integrations (Content/Knowledge) | Not provided | Websites (public and private) Help Center Files (PDF) | 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) | Shopify Weebly Squarespace Wix Webflow | https://www.intercom.com/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 | Yes | No |
| Support | Support levels are consistent across plans, with all customers receiving timely and effective assistance. | Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | AI Assist and AI Answers are powered by OpenAI's API service | GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
This analysis focuses on the AI customer support features ofHelp Scout,Intercom Fin AI, andMy AskAI. The goal is to highlight each product's ability to deflect support tickets through AI capabilities and compare their respective features, pricing, and integrations.
Help Scoutdoes not offer AI customer support features, positioning it differently fromIntercom Fin AIandMy AskAI, both of which provide robust AI functionalities aimed at enhancing customer support and deflecting tickets.
Intercom Fin AIandMy AskAIboth offer AI features designed to assist support agents, whereasHelp Scoutlacks these capabilities. This makes Intercom and My AskAI more suitable for companies looking to augment their support teams with AI-driven tools.
The cost per 1,000 tickets/chats is significantly different among the three.Help Scoutdoes not have a specific AI pricing model, whileIntercom Fin AIcharges $495, andMy AskAIoffers the most cost-effective solution at $99 per 1,000 tickets/chats.
Help Scoutoffers plans without usage limits, whereasIntercom Fin AIandMy AskAIhave tiered pricing based on usage.My AskAIprovides three tiers: Essentials, Pro, and Enterprise, with additional costs for exceeding conversation limits, making it flexible for various business sizes.
BothIntercom Fin AIandMy AskAIsupport human handover, allowing seamless transitions from AI to human agents.Help Scoutdoes not offer this feature, which could be a limitation for businesses requiring smooth handovers.
Intercom Fin AIandMy AskAIprovide detailed conversation analytics and insights, aiding in performance monitoring and continuous improvement.Help Scoutlacks these analytics capabilities.
My AskAIstands out by offering an AI email assistant, a feature not available inHelp ScoutorIntercom Fin AI. This can be particularly useful for automating and enhancing email support.
All three platforms support email lead capture, ensuring that potential customer inquiries are efficiently captured and managed.
Help ScoutandIntercom Fin AIdo not impose content limits, whileMy AskAIoffers unlimited content limits across all its plans, including automatic updates, providing a competitive edge in content management.
Intercom Fin AIallows only one chatbot, whileMy AskAIoffers more flexibility with one chatbot in Essentials and Pro plans, and unlimited chatbots in the Enterprise plan.Help Scoutdoes not specify the number of chatbots.
BothHelp ScoutandIntercom Fin AIoffer hosted help centers, whereasMy AskAIdoes not. This could be a consideration for businesses that prefer integrated help centers.
Intercom Fin AIincludes a chatbot flow builder, a feature not available inHelp ScoutorMy AskAI. This tool is useful for creating customized chatbot interactions.
Intercom Fin AIsupports integrations with websites, help centers, and PDF files.My AskAIoffers extensive integrations, including websites, various file types, Google Drive, Notion, Confluence, and many more, making it highly versatile.Help Scoutdoes not provide specific information on content integrations.
Help Scoutintegrates with platforms like Shopify and Weebly.Intercom Fin AIprovides a comprehensive app store for integrations.My AskAIsupports a wide range of integrations, including Zendesk, Intercom, HubSpot, Slack, and more, offering extensive connectivity options.
All three platforms are GDPR compliant.Help ScoutandIntercom Fin AIare SOC-2 compliant, whileMy AskAIis not, which may be a factor for businesses with strict compliance requirements.
Help Scoutoffers consistent support across all plans.My AskAIprovides tiered support, including priority and dedicated success managers for higher plans.Intercom Fin AIdoes not specify its support levels.
Help Scoutuses OpenAI's API service for its AI models.Intercom Fin AIandMy AskAIuse GPT-4o, withMy AskAIalso offering Claude and Gemini models in its Enterprise plan, providing more options for advanced AI capabilities.
All three platforms offer API access, allowing for custom integrations and extended functionalities.
In summary,Help Scoutlacks AI customer support features, making it less competitive in this specific area compared toIntercom Fin AIandMy AskAI.Intercom Fin AIoffers comprehensive AI features but at a higher cost.My AskAIprovides a cost-effective and versatile solution with extensive integrations, making it a strong contender for businesses looking to enhance their customer support with AI.
