Hi all - I’m curious to know if Fin’s pricing is in line with the expectations that everyone had. Our thoughts are the following:$1.90 per resolution is only slightly better than we achieve with current support stack (custom bots > offshore support > onshore support) The fact that pricing doesn’t scale with volume doesn’t seem aligned with growth and increased adoption of the product.Curious to know what others think, thanks!

Hey there @Neil!Hopping in with a bit of inside info from the Intercom side of things, regarding the pricing of Fin!We are pricing the Fin AI Answers featureat cost in order to empower Intercom customers to be first movers and leaders in AI customer service.We chose for Fin to be powered by GPT-4. While it isn’t the cheapest LLM (Large Language Model) in the market, it is by a margin the most accurate and far less prone to hallucinations compared with its predecessors.This was a conscious choice to choose accuracy, quality, and safety above all.It should also be good to clarify that the $1.90 rate is per resolution.If the Bot delivers an answer thatdoesn't answer your customer’s question, then that $1.90 isn’t charged.Our Custom Answers feature isa great tool to use to help costs scale for your repetitive or more advanced questions as it's priced per seat versus being priced per resolution. You can set your Bot up so it will answer these repetitive questions before the AI Answers Bot kicks in, reducing the volume of questions that are going through that “per resolution” path.One othergreat thing about Fin is that it knows your support content from the get go. There’s no training, no turnover, no downtime -- when compared with human support agents. All you have to do is toggle it on and it’s ready to get to work!I hope the context above helps!

I was extremely dissapointed in the pricing model. Our support team is offshore and, at $12 per hour, is comparable to Fin. I was thinking the pricing would be less than 10 cents per resolution.I’m going through the trial and have other issues. Posted that here (better support for providing answers when your company has multiple products).

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Thoughts on Fin Pricing? | Community

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