--- title: "Mike Heap, co-founder, My AskAI (page 12 of 17)" description: "Learn more about Mike’s role at My AskAI, his previous experience, hobbies and interests, and how you can contact him or read more of his content." url: https://myaskai.com/blog/authors/about-mike-heap-cofounder-my-askai/page/12 --- Author # Mike Heap (page 12 of 17) 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. ## Posts: Mike Heap - Moving to AI First Support ### [How to calculate AI customer service ROI (formula + worked example)](https://myaskai.com/blog/how-to-calculate-ai-customer-service-roi) 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. 14 Jun 2026 15 min read - Gorgias ### [Gorgias AI Agent Pricing Explained: The $0.90 Per-Resolution Math](https://myaskai.com/blog/gorgias-ai-agent-pricing-explained) Gorgias AI Agent is bundled into plans from $40/mo, then $0.85 to $1.00 per extra AI interaction, also billed as a ticket. My AskAI starts at $0.10 a ticket. 13 Jun 2026 17 min read - Moving to AI First Support ### [Why AI Customer Service Projects Fail (and How to Set Yours Up to Succeed)](https://myaskai.com/blog/why-ai-customer-service-projects-fail) 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. 13 Jun 2026 17 min read - Moving to AI First Support ### [How to Reduce WISMO Tickets (Beyond a Tracking Page)](https://myaskai.com/blog/how-to-reduce-wismo-tickets) 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. 12 Jun 2026 15 min read - HubSpot ### [HubSpot Breeze AI Pricing Explained: What Service Hub's AI Agent Really Costs](https://myaskai.com/blog/hubspot-breeze-ai-pricing-explained) HubSpot Breeze AI pricing is $0.50 per resolved conversation, on a $90+/seat Service Hub plan. My AskAI starts at $0.10 a ticket. What 10k tickets cost. 12 Jun 2026 17 min read - Moving to AI First Support ### [AI vs Human Support: When to Use Each (the Decision Framework)](https://myaskai.com/blog/ai-vs-human-support) 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. 11 Jun 2026 17 min read - Moving to AI First Support ### [How to Train AI on Your Knowledge Base (Without "Training" Anything)](https://myaskai.com/blog/training-ai-on-your-knowledge-base) 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. 11 Jun 2026 15 min read - Moving to AI First Support ### [The First 90 Days of AI Customer Service: A 30/60/90 Plan](https://myaskai.com/blog/ai-customer-service-30-60-90-day-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. 10 Jun 2026 19 min read - Intercom ### [Intercom Fin AI Pricing Explained: The $0.99 Per Outcome Math (Plus Seat Fees)](https://myaskai.com/blog/intercom-fin-pricing-explained) Intercom Fin pricing is $0.99 per outcome (on a $49/mo base plan) plus $29-$132 per seat. My AskAI starts at $0.10 a ticket. Real cost at 1k, 10k, 50k tickets. 10 Jun 2026 21 min read - Moving to AI First Support ### [AI Customer Service KPIs That Actually Matter (and the 5 to Stop Leading With)](https://myaskai.com/blog/ai-customer-service-kpis) Most AI support dashboards lead with deflection rate, a proxy. Here are the AI customer service KPIs that actually predict ROI, and 5 to stop tracking. 9 Jun 2026 18 min read - Zendesk ### [Zendesk AI Pricing Explained: AI Agents, Copilot & Advanced AI Cost](https://myaskai.com/blog/zendesk-ai-pricing-explained) Zendesk AI pricing isn't just $50/agent. Add $1.50-$2 per AI resolution on top of a $55-$169 Suite seat. Here's the real cost at 1k, 10k & 50k tickets. 9 Jun 2026 19 min read - SaaS ### [8 Best AI Customer Service Tools for SaaS (2026)](https://myaskai.com/blog/best-ai-customer-service-saas-2026) SaaS support is plan changes, API errors, and an endless "how do I?" tail. We compared the 8 best AI customer service tools for SaaS on what decides a rollout. 8 Jun 2026 34 min read - Moving to AI First Support ### [How to build an AI-first customer support team that scales](https://myaskai.com/blog/building-an-ai-first-support-team) Most teams build a customer support team by hiring agents to match volume. An AI-first team flips that: fewer tier-1 hires, more senior humans, one new role. 8 Jun 2026 18 min read - Moving to AI First Support ### [The Hidden Costs of AI Customer Service (and How to Find Them Before You Sign)](https://myaskai.com/blog/hidden-costs-of-ai-customer-service) The hidden costs of AI customer service never make the pricing page: setup, integrations, escalation, upgrade fees, oversight. Price them before you sign. 8 Jun 2026 18 min read - Moving to AI First Support ### [Resolution-based pricing, explained: what actually counts as a "resolution"](https://myaskai.com/blog/resolution-based-pricing-explained) Resolution-based pricing sounds simple: pay only when the AI resolves a ticket. But the vendor defines "resolved," and that quietly decides your real bill. 7 Jun 2026 17 min read - Moving to AI First Support ### [What is deflection rate? The formula, benchmarks, and what it misses](https://myaskai.com/blog/what-is-deflection-rate) Deflection rate is the % of support contacts handled before they reach a human. Here's the formula, what counts, real benchmarks, and why it isn't resolution. 7 Jun 2026 14 min read - Moving to AI First Support ### [What is an AI Chatbot? Definition, Types, and How It Works](https://myaskai.com/blog/what-is-an-ai-chatbot) An AI chatbot is software that holds a natural-language conversation, using AI to understand and answer. Here's how it works, the types, and chatbot vs agent. 6 Jun 2026 17 min read - Moving to AI First Support ### [What is Time to First Response (TTFR)? Definition, Benchmarks, and How to Measure It](https://myaskai.com/blog/what-is-time-to-first-response) Time to first response (TTFR) is how long a customer waits for a first reply. Here's how to measure it, what good looks like, and why AI is breaking it. 6 Jun 2026 11 min read - Moving to AI First Support ### [What is Containment Rate? Why It's Not the Same as Resolution Rate](https://myaskai.com/blog/what-is-containment-rate) Containment rate is the % of tickets an AI closes without a human, even if the customer gave up. Here's the formula, benchmarks, and what to track instead. 5 Jun 2026 12 min read - Moving to AI First Support ### [What is Ticket Auto-Tagging? Definition and How It Works](https://myaskai.com/blog/what-is-ticket-auto-tagging) Ticket auto-tagging is when AI reads each support ticket and applies the tags automatically. How it works, what good looks like, and what it costs. 5 Jun 2026 12 min read - Moving to AI First Support ### [The AI Customer Service Vendor Selection Checklist](https://myaskai.com/blog/ai-customer-service-vendor-selection-checklist) How do you choose an AI customer service vendor? Not on the demo. Here's the buyer-side scorecard, on cost, security and real-ticket quality, to run first. 4 Jun 2026 19 min read - Moving to AI First Support ### [What is Multi-Brand Customer Support? Definition and How It Works](https://myaskai.com/blog/what-is-multi-brand-customer-support) Multi-brand customer support means handling several brands from one support setup, each with its own voice, knowledge and routing. Here's how it works with AI. 4 Jun 2026 15 min read - Case Study ### [How a consumer AI assistant hit 40% AI resolution on Zendesk](https://myaskai.com/blog/consumer-app-ai-customer-support-case-study) A consumer AI-assistant app resolves 40% of ~1,200 monthly Zendesk tickets at 77% AI CSAT and saves ~41 hours a month. Here's how they set it up. 3 Jun 2026 7 min read - Case Study ### [How a creator-payments platform runs AI copilot inside Zendesk](https://myaskai.com/blog/creator-platform-ai-customer-support-case-study) A creator-monetization platform runs My AskAI as a Zendesk copilot, drafting answers on ~1,400 tickets a month with a human on every single reply. 3 Jun 2026 7 min read ## Start using AI customer service in your business today Set up an AI agent on your helpdesk in minutes. Pay only for the tickets it resolves. [Create AI customer service agent (opens in a new tab)](https://myaskai.com/create-account) [Book a demo (opens in a new tab)](https://myaskai.com/book-a-demo) My AskAI