Mike Heap

Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.

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Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.

Previous experience

He previously built and sold No Code AI Model Builder, UCAS Statement Generator (both with his co-founder Alex) and Tweetstreak.
Before that, he worked at tech scale-ups, Limejump and Ki Insurance and spent 9 years at Ernst & Young in Banking and Capital Markets, first as an auditor (and chartered accountant) and then as an Innovation Lead focusing on applications of AI and RPA in audit.

Education

He holds a 1st class BSc in Maths and Physics from the University of Bath.

Hobbies and interests

An on-and-off fitness enthusiast, he has completed several marathons, an Ironman and the Dragon Ride and is currently just getting into indoor rowing and looking for new challenges.
His passion away from AI lies with food, cooking most days and eating out at new restaurants most weekends.

Contact Mike

You can find him on LinkedIn and Twitter or email him here.

Learn more

You can learn more about Mike’s background and story by visiting these links:
Interviews
Podcasts
When Should AI Escalate to a Human? A Confidence-Threshold Framework

When Should AI Escalate to a Human? A Confidence-Threshold Framework

Most teams set one confidence threshold and escalate below it. That's the wrong model. Here's the two-threshold, four-trigger framework we'd use instead.

7 Best AI Customer Service Tools for E-commerce on Zendesk (2026)

7 Best AI Customer Service Tools for E-commerce on Zendesk (2026)

Ecommerce on Zendesk means WISMO, returns and order lookups. These 7 AI agents (incl. Zendesk's own Advanced AI) ranked for what actually works in 2026.

Freshdesk Freddy AI Pricing Explained: The $0.49 Per Session Math

Freshdesk Freddy AI Pricing Explained: The $0.49 Per Session Math

Freshdesk Freddy AI pricing looks simple at $0.49 a session, but you pay whether it resolves or not, plus $55+ seats. Here's what 10k tickets really costs.

How to calculate AI customer service ROI (formula + worked example)

How to calculate AI customer service ROI (formula + worked example)

Most AI customer service ROI math counts deflected tickets and sticker prices. Here's the formula that uses cost per resolved ticket, with a worked example.

Gorgias AI Agent Pricing Explained: The $0.90 Per-Resolution Math

Gorgias AI Agent Pricing Explained: The $0.90 Per-Resolution Math

Gorgias AI Agent pricing is $0.90 per resolved conversation, but its own docs confirm AI tickets get billed twice. Here's what 10k Shopify tickets cost.

Why AI Customer Service Projects Fail (and How to Set Yours Up to Succeed)

Why AI Customer Service Projects Fail (and How to Set Yours Up to Succeed)

Why do AI customer service projects fail? Almost never the AI. They fail on four setup decisions made before it answers a ticket. The operator's autopsy.

HubSpot Breeze AI Pricing Explained: What Service Hub's AI Agent Really Costs

HubSpot Breeze AI Pricing Explained: What Service Hub's AI Agent Really Costs

HubSpot Breeze AI pricing is $0.50 per resolved conversation, but only on a $90+/seat Service Hub plan, plus onboarding. Here's what 10k tickets really costs.

How to Reduce WISMO Tickets (Beyond a Tracking Page)

How to Reduce WISMO Tickets (Beyond a Tracking Page)

Most teams "reduce" WISMO tickets with a branded tracking page and keep the hard half. Here's the WISMO Ladder we use to actually resolve them.

How to Train AI on Your Knowledge Base (Without "Training" Anything)

How to Train AI on Your Knowledge Base (Without "Training" Anything)

Most teams think training an AI on their knowledge base means fine-tuning a model. It doesn't. Here's what it actually takes to get good answers.

AI vs Human Support: When to Use Each (the Decision Framework)

AI vs Human Support: When to Use Each (the Decision Framework)

Most teams treat AI vs human customer service as one switch, the wrong question. Here's the three-mode framework we use to route each ticket to a real answer.

The First 90 Days of AI Customer Service: A 30/60/90 Plan

The First 90 Days of AI Customer Service: A 30/60/90 Plan

AI customer service goes live in minutes; a real resolution rate takes a quarter. Here's the 30/60/90-day plan: what to do, measure and expect each month.

Intercom Fin AI Pricing Explained: The $0.99 Per Outcome Math (Plus Seat Fees)

Intercom Fin AI Pricing Explained: The $0.99 Per Outcome Math (Plus Seat Fees)

Intercom Fin pricing is $0.99 per outcome (~$49.50/mo min) plus seats from $29 to $139 per agent. Here's the real cost at 1k, 10k and 50k tickets.