My AskAI vs Intercom Fin AI agent: Features, Pricing, and Results (2026)

My AskAI wrote this comparison. Fin's prices come from Intercom's public pricing page.

You're thinking about using Intercom's Fin AI agent, but trying to work out if it's worth all that money.

And, if it's not, whether something like My AskAI might be a good alternative.

No judgment here, if money were no object, we'd probably recommend you use Fin too.

But it is.

So here we are.

I'm going to break down your options as simply as possible so you can make the right decision for your AI customer service needs.

Let’s begin.

My AskAI vs Intercom Fin at a glance

What AI can I use to reply in Intercom?

Unless you have been hiding under an AI rock you will be aware that since early 2023, Intercom has provided customers with the ability to use AI to automatically reply to conversations, emails and tickets using their AI agent, Fin AI.

What you might not have been aware of, is that, for almost as long, there have been approved 3rd party apps (live in Intercom’s app store) that you can use to replace (most of) Fin AI functionality, all without moving from your Intercom helpdesk.

In fact here are 10 top Intercom Fin alternatives if you want to learn more.

How does an AI customer service agent work in Intercom?

Principally, all AI customer service helpdesk apps for Intercom work in a similar way, whether they are Fin AI or 3rd party:

1. Train the AI agent with your company or product knowledge.
2. Turn it on - replying to customers (generally as a ‘tier 1’ agent).
3. If the AI can’t answer, or if the customer wants to speak to a person, it will hand over the conversation (or ticket) to a human agent to respond so the customer can get the support they need.

That is the 10,000ft explanation.

There are, however, many variations on how all of that is done.

So let’s get into the comparison:

What are the different ways I can use an AI agent in Intercom?

Direct replies

The main way people use AI agents (both Fin AI and My AskAI) is to directly reply to customers within the chat, conversation or ticket itself.

However, this isn’t the only way AI customer service can be used or tested.

Copilot replies

Both Fin and My AskAI have ‘Copilot’ options for their AI agents.

These allow you to use your AI agent to reply behind-the-scenes.

The Fin AI agent copilot is embedded into the Intercom helpdesk, whereas My AskAI’s is injected into the Intercom helpdesk via a Chrome Extension.

In both cases, as a message comes in, you can just click a button to generate a response.

Also, in both cases, you can choose for content to be used that is internal-only, so your human agents can use more knowledge than your AI agent uses for direct replies to users.

Internal note replies

This one is exclusive to My AskAI (with no Fin AI equivalent).

It allows you to run the My AskAI AI agent as if it were responding to all the messages in a conversation or ticket BUT only via internal notes, so only the human agent can see them. Here's the draft-reply workflow in action inside a helpdesk:

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This is a great way to see how the AI agent will behave in a real conversation before putting it live.

A lot of our users start with this (plus the Copilot replies) so they can get a feel for things and check they are ready to go-live.

Which is easier to setup, Intercom Fin AI or My AskAI?

As Fin is Intercom’s own AI agent (and their big new bet for revenue in their business), it goes without saying that it is very easy to turn on, especially if you primarily want to train on an existing Intercom Help Center or website.

My AskAI’s Intercom integration, being a 3rd party app, is marginally more work (we’re talking an extra 5-10 mins) as you need to:

• Sign up for a My AskAI account.
• Connect your Intercom Help Center and/or website.
• Install the My AskAI Intercom AI agent app.

However, all of this can be done without having any specialized technical knowledge.

After the initial setup is where things differ.

Because Intercom has a legacy helpdesk product that their Fin AI agent has been “added to”, it isn’t always the easiest to find features within Fin.

Combining this with Fin’s rich feature set (more on this later), means that it can be a little overwhelming if you aren’t already an Intercom power-user.

Play video

My AskAI, on the other hand was built from the ground up as an AI customer service agent.

Therefore, it has a simpler menu and navigation with fewer opportunities for confusion.

This makes it a lot easier to explore and get your head around the capabilities of your new AI agent.

How do My AskAI and Fin differ in what they can be trained on?

The first thing you need to do with an AI customer service agent (much like with a human) is train it - give it the information and content so it can answer questions.

Fin and My AskAI can both be trained on a variety of different sources - here’s how they compare:

‘Static’ content

So, My AskAI has many more ways you can bring more static content (help center articles or SOPs) into your AI agent.

There are also a couple of sources, macros and past conversations, that Fin only allows agents to use when using "Copilot" mode (this is where an agent can click a button in Intercom to generate an answer and edit before sending).

In My AskAI, all “internal” sources. e.g. Google Drive, Notion et al, can be set to only be used in its Copilot mode, so you get the best of both worlds.

In addition to these 3rd party sources of information, both Fin AI agent and My AskAI allow you to add content and answers directly into their respective AI agents, via Custom Answers and Knowledge Snippets.

‘Dynamic’ content

Where Intercom’s Fin stands apart from most AI customer service agents on the market today is its ability to connect to dynamic data sources via its “Actions” and “Data Connector” features.

These utilize MCPs to enable connections to almost any service.

In Fin’s own words (slightly edited for readability…):

“Fin integrates with dynamic data sources through features called Data connectors and MCP connectors.

These allow Fin to connect to any external system that has an API, including custom internal tools or third-party platforms like Shopify, Salesforce, Stripe, and Jira.

You can set up these integrations to let Fin access real-time information, retrieve customer-specific data, or even perform actions in those systems.

Data connectors support both JSON and XML responses, and you can configure them to pass dynamic attributes or transform data as needed. MCP connectors further expand these capabilities, enabling Fin to interact with a wide range of business tools for more complete and efficient customer resolutions”

That is all to say - you could technically connect your Fin AI agent to pretty much anything in your company that you can expose via API.

The same is true for My AskAI, although currently this can only be done via custom Actions/Tools (not via MCPs).

Either way, if you are going beyond the ‘out of the box’ Stripe and Shopify actions or tools, you will need a developer on your team involved (or you’ll need to spend a hefty amount of time with ChatGPT…).

Which has better answer quality, Intercom Fin AI or My AskAI?

I would love to categorically show you some data that showed this either way, however, there isn’t really any simple, real-world test that can show this.

So, we will compare based on real-world data that is out there and let you be the judge.

As of the time of writing, Fin AI had resolved 36,088,817 conversations, with a last 30-day resolution rate of 65%. Fin's own pages have since moved on: by August 2026 one quoted an average of 71% across 7,000+ customers and another 76%.

My AskAI, on the other hand, had resolved 1,170,303 conversations, with a last 30-day resolution rate of 74.9%.

Not much in it.

To give another real-world example:

One of our customers, a high-volume B2C company on Intercom, was offered a free 30-day trial of Fin on over 50,000 conversations.

After Intercom threw their finest support engineers at it, 30 days later they were only able to show a 1% improvement in resolution rate over My AskAI (not ideal when Fin costs over 4x as much!).

See more My AskAI case studies.

Both tools also have “Test” features that allow you to try out your AI agent on a batch of your historic tickets, so you can see exactly how questions would have been answered.

At the end of the day, the only way you can really get a feel for answer quality is by testing out for yourself and seeing which you prefer; sometimes it just comes down to preference!

Which AI agent is easier to improve over time: Fin or My AskAI?

Training your AI customer service agent is only the first step in the process.

To improve your AI resolution (deflection) rate (aside from overall model improvements by Intercom and My AskAI), you need to monitor how your agent is responding, identify areas it can’t answer and update your knowledge base to address these gaps.

Both Fin and My AskAI have features that help with this. Here’s an overview:

Both agents will show you which conversations and tickets are resulting in human handovers, and both have tools that will help you identify where you have missing knowledge in your help centers.

Both tools will also let you generate a new knowledge snippet or custom answer from your human agents’ responses.

With Fin this is done directly from the ticket itself, and with My AskAI this is done from a linked note that takes you to your Dashboard.

You can also set up tests based on historic tickets in Intercom to see how your AI agent is performing at any time too, so you can review the impact your new knowledge or guidance has had on responses.

Where the Fin AI agent separates itself is through allowing you to improve your existing articles and create articles in full from Intercom itself, this is a feature My AskAI doesn’t have.

Also, Fin’s Optimize Dashboard can be useful for super detailed debugging, owing to their deeper integration of Fin within the Intercom platform.

These are, however, more advanced features, and the bulk of your improvements will come from filling the gaps in your knowledge base, inspecting answers and testing. In My AskAI, Self-Learning drafts the missing articles for you from the replies your human agents send on handed-over tickets.

Which has more features, Intercom Fin AI or My AskAI?

The short answer is: Intercom Fin has a few more features.

But the longer answer is more interesting (and probably more useful).

Intercom are at a unique point in history where they are able to move like a startup, despite being a unicorn ($1bn+ company).

This has meant they are able to be truly innovative and first-to-market with a lot of features in their Fin AI agent.

However, it doesn’t mean, that you need them all, or that My AskAI can’t follow very quickly behind.

Here’s a quick summary of their current features at the time of writing:

As you can see, both AI customer service agents are pretty closely matched in terms of features.

Fin AI has a few additional advanced features, like voice support and audience testing, but My AskAI has more extensive reply and translation features. Both read images that customers send. Fin uses Fin Vision, and My AskAI uses Image Reading, at $0.02 for each reply that processes an image.

One of the more powerful features of both products are there features that allows the completion of complex, multi-step processes.

Think things like: transaction disputes, account updates and refunds, where you need a combination of decisions, data collection, lookups and actions.

Fin AI uses “Procedures” to do this (replacing “Tasks”).

These allow you to write instructions in natural language and tag tools (data connectors) and update tags.

My AskAI has a similar feature in “Tasks”, which allow you to wrap multiple API (or tool) calls in one task so your agent can autonomously complete actions for you.

My AskAI also has a few integrations with other tools that Fin currently does not have, including native Microsoft Teams and Zapier integrations.

So it really will depend here what is important for your use case.

If most of your tickets arrive as voice calls, Fin may suit you better. Otherwise, price is likely to decide it.

Is it easy to customize My AskAI and Intercom Fin?

Both Fin AI and My AskAI have extensive customization options.

Fin has more in-product customization - as it has more features and can build on the base on their Intercom helpdesk platform, however, almost every Fin feature can be replicated by My AskAI.

You can use My AskAI in workflows, you can trigger for certain users, or on certain conversations.

If you have a custom set-up you are trying to replicate with My AskAI, get in touch because there is a good chance we have either seen it before or can come up with something to fit.

Where My AskAI stands out from Fin AI (and Intercom), is our ability to fit the product around your use case.

We can work with you to get set up and even develop custom features that may not be available in Fin or Intercom.

This is something you will struggle to get Intercom to do, unless you have a very large number of tickets and a big budget.

What about vendor lock-in?

Moving helpdesks is a big deal.

It’s not a decision anyone takes lightly and is only usually done as a last resort.

So knowing whether you are going to have to move is often an important consideration.

Both My AskAI and Fin AI can be used on platforms apart from Intercom, however some integrations are easier than others.

The easiest type of integration is an approved, native marketplace app, meaning you can use the AI agent without having to spend any money on expensive developers or agencies.

Not every integration, however, will be native, and so this is when the API integrations can be useful, however, this can be complex, time-consuming and expensive to set-up, so be warned.

Here’s a full list of vendors compatible (where you can use their AI agents) with Fin AI and My AskAI:

So both AI agents can follow you to another helpdesk. My AskAI is a self-serve app install on each one, while Fin's pricing page asks teams on other helpdesks to contact sales.

This means you can move to another helpdesk (or stay with your existing) by just installing an app, rather than having to hire an agency for a migration or engaging a sales team.

Does Fin or My AskAI have any other AI features?

In addition to their core AI agent reply features, both AI agents have adjacent AI features that can help with your helpdesk management and agent replies.

Tagging

Currently in beta for Fin AI and already live in My AskAI, AI tagging removes the monotony of agents having to classify tickets manually.

Instead, based on a category name and short description, the AI will automatically tag conversations and tickets as they are raised.

This not only removes the manual reporting burden from people, but also can be used as a way to triage tickets or route to certain workflows more intelligently.

Agent translation

While both AI agents are multilingual (My AskAI in 95 languages, Fin in more than 45), when the conversation is passed over to a member of your human team it isn’t always the case that they are fluent.

Both Fin AI and My AskAI can offer options to translate all messages in the conversation to a default language, in line, so the agent can understand what is going on.

Fin AI does this by changing the message itself, whereas My AskAI does this by adding a note reply subsequent to each message.

Where the two agents differ is in replies.

My AskAI also has a feature that allows the agent to type their response in their own language, before sending their response in the customer’s (with both languages visible).

This makes it much easier for the human agent to respond in more languages.

Intercom has a comparable feature in AI Inbox Translation, which translates a teammate's reply into the customer's language, but unlimited use needs the paid Copilot add-on (without it, each teammate gets 10 translated conversations a month).

What about security, is Fin AI more secure than My AskAI?

As a large business, with over $240m in funding, that has been around for almost 15 years, unsurprisingly, Intercom’s Fin has a few more security certifications than My AskAI.

This doesn’t mean that My AskAI is not secure though, far from it, you can read more about our security practices here.

We do know that some businesses have certification requirements though, so here are the two AI agents compared for the most popular certifications:

HIPAA support with a signed BAA is on our Enterprise plan, for teams that handle patient health data. If you need one of the missing ISO certifications, get in touch via our chat, as we may already be working towards it.

Which costs more, Intercom Fin or My AskAI?

This is where we see the biggest difference between the two AI agents: Price.

There are 2 big differences here:

The pricing model

The Fin AI agent ushered in a new form of pricing, called ‘outcome-based’ pricing, aka ‘resolution’ pricing.

This means that Intercom essentially decides whether or not you should be charged for their service on each conversation or ticket.

Fin AI charges $0.99 per outcome. Most outcomes are resolutions, but a handoff from one of Fin's Procedures also counts.

So, if either of the following happens, you will be charged for the conversation:

• The user asks a question, gets a response and doesn’t get transferred to a human agent in a 24-hour window
• The user asks a question, gets a response and confirms that the response helped or resolved their question

But this also means if the user asks a question, gets a response that doesn’t answer their question, goes away frustrated or distracted, then you also get charged.

This hasn’t gone down well with all Intercom users:

“Intercom charges $1 per “AI resolution” 💀 basically a customer asking something the AI & getting an answer, gets you charged a whole Dollar 💀 Not 0.001$, we are talking about $1”
@OliverStanTravel

It also means that as the AI improves, both from Fin AI getting better but also from you doing the work to improve its knowledge, you will pay more, and that amount can vary considerably each month.

In fact, pricing is the number #1 complaint we saw online about Fin:

“but yeah it gets real expensive fast”
@blasian_jedi

Reiterated by this support manager:

“Intercom gets very expensive once you expand your channels or use more of their AI.”
@perplexed_intuition

And again here:

“Oh god, we just got rid of Fin. Cost way too much and didn't even work the way we needed it to.”
@Dull-Acanthaceae4601

My AskAI charges for every ticket its AI agent is involved in, but at a much, much lower rate (see plans and pricing here).

Apart from the cost (more on that in a second), it also means:

• You can easily predict your costs as you know how many tickets you get
• As you improve the AI’s agent’s responses and as we improve our service, the cost per ticket overall decreases (as the AI resolves more tickets autonomously, without a person).

They are very different models of pricing: in theory, outcome-based pricing sounds fair, but the unpredictability and high per ticket cost can quickly mean you are facing very large bills.

The overall cost

The other important consideration is the absolute cost of each AI agent.

Let’s do a quick comparison example:

In this scenario, My AskAI is over 4x cheaper than Fin AI! Both totals leave out usage add-ons. On My AskAI, features like AI Tagging and Image Reading are charged per use on top of the plan.

If we increase the resolution rate to around 70%, the midpoint of the two AI agents' current resolution rates, My AskAI becomes about 5.9x cheaper than Fin AI.

You can see what this would look like for your business and calculate your savings vs Intercom Fin here.

Conclusion - should I choose Fin or My AskAI?

For most Intercom teams, My AskAI is the better pick, because the scorecard scores answer quality as a tie and My AskAI costs a fraction of Fin's price. If you need voice support or MCP connectors from day one, go with Fin.

Let’s start by summarizing our categories so far:

Each agent wins five categories, with answer quality tied. The widest gaps are on price, where My AskAI scores 9 to Fin's 4, and on security, where Fin scores 10 to our 7.

My AskAI installs into Intercom as an app and charges per ticket, resolved or not, so the bill doesn't climb as the AI gets better. Setup takes about 5 to 10 minutes more than Fin, and you don't need any technical skills.

And if you are not yet using Intercom and wondering if you should make the move from Zendesk, see how Zendesk AI compares to Intercom Fin.

FAQs