Service teams that want result-based pricing and a published price per outcome.
ETHORITY analysis
Connects with
Works with other helpdesks: 'Use Fin with your current helpdesk including Salesforce and more'; channels Messenger (web/iOS/Android), Email, WhatsApp, SMS, Facebook, Instagram; hands off to existing helpdesk.
Channels from https://intercom.com/help/en/articles/7837535-fin-faqs. Zendesk not named on pages read.
Limitations
Cannot book/schedule meetings; cannot reliably calculate dates/business days (informational Fin); no access to macros; API conversations only via Workflow; cannot reassign from teammate inbox; unlisted languages 'unpredictable'; no feature to redact personal data before it reaches AI providers; customer responsible for testing before go-live.
Redaction/testing limits from https://www.intercom.com/help/en/articles/10213899-intercom-ai-products-a-guide-for-customer-legal-and-security-teams.
Fit and decision conditions
Less suitable when
Check carefully if your volume is very high: cost scales linearly with outcomes.
ETHORITY analysis
Use case
A software company lets Fin answer password and billing questions and routes contract changes to people.
Scenario
Application scenario, rather than a measured customer result.
Prerequisites
Active subscription or free trial; content sources (public articles, documents, snippets, URLs; external sources capped at 100); multiple Fin versions require Workflows (Starter/Essential: one version live); content in each language or real-time translation enabled.
Language prerequisite from https://intercom.help/fin4all/en/articles/10840651-use-fin-ai-agent-in-multiple-languages.
Cost drivers
Number of outcomes per month times the outcome price; seats only if you also use Intercom’s help desk.
ETHORITY analysis
Decision conditions
Transparent per-outcome pricing and an AI-specific certification (AIUC-1) make Fin easy to compare; clarify how an “outcome” is counted before you budget.
ETHORITY analysis
Technical foundations
Fin AI Agent is Intercom’s AI agent; it can be used with Intercom’s help desk, priced separately from help-desk seats.
From $0.99 per Fin outcome. Help-desk seats if needed: Essential $29, Advanced $85, Expert $132 per seat per month; the billing basis (annual or monthly) of these seat prices is to be confirmed — the page offers both.
Fin CX Models trained on de-identified production Fin conversation logs; opt-out via Settings > Workspace > Security, processed within 30 days. Auto-excluded: BAA, EU/AU hosted workspaces, prior opt-outs, some negotiated contracts, trials. Third-party providers contractually barred from training (security page). Quote: 'used solely to improve model performance for our AI Products.'
Certificates and audit reports
Intercom shows SOC 2 Type II, ISO 27001, ISO 27701 and ISO 42001 badges; Fin AI Agent is described as AIUC-1 certified. HIPAA support is listed for Expert. Confirm each report or certificate's product scope.
Own Fin CX Model Suite (Fin Apex 2.0; based on open-weight models, trained/hosted in Intercom's AWS). Third-party AI sub-processors depending on product/region: AWS Bedrock (Anthropic models), OpenAI, Anthropic, Microsoft Azure OpenAI, Google Vertex; ElevenLabs and Cartesia (Fin Voice TTS). EU regional processing via Azure, AWS, OpenAI.
Third-party AI providers do not persistently store inputs/outputs ('both are deleted' after output); fine-tuning opt-out processed within 30 days. Customer-facing retention periods not stated on pages read.
Self-serve with free trial; seats Essential $29, Advanced $85, Expert $132 per seat/month; Fin from $0.99 per outcome; Expert pitched at 'large support teams' (SSO, HIPAA, SLAs).
Fin answers only in languages configured in the workspace.
Questions for the provider
Ask the provider which retention and deletion terms apply, including when the contract ends.
Cost per accepted outcome
Editable hypothetical example · not provider pricing or measured performance. Use this monthly worksheet to test your own quote and quality assumptions.
/ accepted outcome
accepted outcomes / month
5,000 tasks × 80% = 4,000 accepted outcomes per month. Higher entered costs raise unit cost; more accepted outcomes spread the same cost over more results.
Formula: entered monthly costs ÷ (monthly tasks × acceptance % ÷ 100). The numerator includes only the costs you enter. Add applicable licence, usage, integration, human review and rework costs yourself; this is not automatically a fully loaded estimate or a vendor billing model. Capacity released is not realized financial value.
Inputs stay in this browser tab’s session, including reload and language changes. They are not added to the page URL. Continuing prepares an unsent enquiry draft.
A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
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