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
What are Agentic Workflows? A Plain-English Definition + Examples

What are Agentic Workflows? A Plain-English Definition + Examples

An agentic workflow is a multi-step procedure an AI runs end-to-end: picking tools, asking the right questions, finishing the job. Here's what good looks like.

AI customer service pricing models: how 20 vendors actually charge

AI customer service pricing models: how 20 vendors actually charge

Every vendor quotes a per-resolution rate, the least useful number on the page. How 20 AI customer service pricing models really work, and what each counts.

Per-conversation vs per-resolution: AI pricing models compared

Per-conversation vs per-resolution: AI pricing models compared

Per-conversation or per-resolution? Both AI pricing models look similar, until your resolution rate climbs. Here's which one favours which buyer.

Containment vs deflection vs resolution: three metrics, decoded

Containment vs deflection vs resolution: three metrics, decoded

Containment, deflection, and resolution aren't the same metric. Here's the decoder: what each measures, the formulas, and the one number to report on.

What is AI-to-human handoff? Definition, triggers, and what "good" looks like

What is AI-to-human handoff? Definition, triggers, and what "good" looks like

AI-to-human handoff is the structured transfer of a conversation from an AI agent to a human. Here's when it fires, how it works, and how to spot a bad one.

What is Outcome-Based Pricing? Definition, Examples, and How AI Vendors Bill For It

What is Outcome-Based Pricing? Definition, Examples, and How AI Vendors Bill For It

Outcome-based pricing charges for results, not seats. Here's how AI vendors count outcomes, where the model breaks, and the usage-based alternative.

How to Optimize Your Knowledge Base for AI Agents (12 Writing Patterns That Lift Resolution Rate)

How to Optimize Your Knowledge Base for AI Agents (12 Writing Patterns That Lift Resolution Rate)

AI agent knowledge base writing decides your resolution rate more than your AI vendor. 12 patterns across 3 layers, and every one helps humans too.

What are AI hallucinations? Definition, causes, and how to spot them

What are AI hallucinations? Definition, causes, and how to spot them

AI hallucination is when an AI states something false with confidence. Here's why it happens, real examples, and how customer-support AI prevents it.

What is Self-Learning AI? A Plain-English Definition for Customer Service

What is Self-Learning AI? A Plain-English Definition for Customer Service

Self-learning AI is an AI agent that updates its own knowledge from new tickets and human replies. How it works in customer service, and what good looks like.

12 Best AI Customer Service Agents (2026)

12 Best AI Customer Service Agents (2026)

Most "best AI agent" lists are vendor fluff. Here are the 12 AI customer service agents that actually ship, scored honestly on cost, integration, and accuracy.

What is Historical Ticket Training? Definition, How It Works, and What to Avoid

What is Historical Ticket Training? Definition, How It Works, and What to Avoid

Historical ticket training teaches AI support agents from past resolved tickets. How it works, vendor differences, benchmarks, and what most guides get wrong.

8 Best Fini AI Alternatives (2026)

8 Best Fini AI Alternatives (2026)

Fini AI charges $0.69/resolution with a $1,799/mo Growth minimum. Here are 8 alternatives ranked on integrations, pricing & action depth.