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 feature at 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 that doesn't answer your customer’s question, then that $1.90 isn’t charged.
Our Custom Answers feature is a 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 other great 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!