Imagine a support agent who never sleeps, learns from every ticket, and instantly knows where to find the right answer. That’s what AI copilots bring to the table. They’re changing the way customer support teams work.
Unlike old-school chatbots, AI copilots use advanced natural language processing and deep learning to assist agents in real time. Intercom’s AI copilot, known as Fin AI, has helped teams increase agent efficiency by 31%, while also reducing response times and improving customer satisfaction.
Intercom’s Fin AI Copilot assists agents in real time, helping streamline ticket resolution and improve response consistency.
That said, some teams feel a bit boxed in by Fin’s limitations. For example, it doesn’t let you choose specific ticket types for training, which can result in less relevant answers. It also relies mostly on help center content and crawling past answers, which may not capture the full scope of your support operations. This is where tools like eesel AI stand out. With more flexible training options, deeper integrations, and support for custom API actions, eesel gives you greater control over how your AI assistant learns and supports your team.
Why choose AI copilot over traditional support tools?
Basic chatbots used to be enough. They followed scripts, triggered on keywords, and gave customers a quick reply. But as support needs got more complex, those tools started showing their limits.
AI copilots were built for this next stage of support. Instead of matching keywords, they understand what the customer is asking, and why? They learn from each interaction, pull from multiple sources, and assist agents in real time.
| Feature | Traditional Tools | AI Copilot |
|---|---|---|
| Understanding | Basic keyword matching | Natural language processing with context awareness |
| Learning | Static response database | Continuous learning from each interaction |
| Integration | Limited help center only | Comprehensive connection to multiple knowledge sources |
| Customization | Fixed templates | Dynamic adaptation to conversation context |
| Agent Assistance | Basic macro suggestions | Proactive guidance with real-time coaching |
Solutions like eesel AI take this further by connecting directly to tools your team already uses like Notion, Google Drive, Zendesk, or Slack. That way, support teams don’t waste time switching tabs or digging through documents. The AI surfaces the right answers, handles repeat questions automatically, and helps agents stay focused on conversations that really need a human touch.
What you get with Fin AI copilot
Intercom’s AI copilot, Fin, is built to speed up support by helping agents find the right answers, stay consistent, and reduce repetitive work. Here’s what it brings to the table:
Suggested replies saves time
Fin suggests replies based on help center content, past tickets, and internal documentation. These suggestions show up directly inside the agent workspace, so there’s no need to search manually or switch tools. For busy teams handling high ticket volumes, this helps reduce response time and keeps workflows uninterrupted.
However, the suggestions depend heavily on the quality and structure of your help center. If your content is outdated or incomplete, the AI’s responses may miss the mark.
Built-in tone presets, but limited control
You can choose from preset tone options like friendly or professional, and set the level of detail for each reply. This helps keep responses consistent across your team, especially when agents have different writing styles. But unlike more advanced copilots, Fin does not allow you to write custom prompts or upload tone guidelines, which limits how deeply you can personalize the experience to your brand.
Automated ticket sorting and routing
Fin can automatically tag new tickets and assign them to the right team based on your existing workflows. This helps support teams avoid bottlenecks and keeps conversations moving, especially in shared inboxes or when handling multiple channels. It’s a useful tool for reducing manual sorting and freeing up time for more complex tickets.
Multilingual support
With support for over 45 languages, Fin enables teams to deliver support to international customers without needing separate translation tools. This is helpful for global companies that receive questions in multiple languages every day. Keep in mind, though, that performance can vary depending on how well your knowledge base is localized.
Transparent source links
Every reply suggestion comes with a link to the original source. This allows agents to double-check information before responding. It adds a layer of safety and accountability, especially for newer agents who may not be familiar with all policies or workflows yet.
Available across channels
Fin works across Intercom’s major support channels including live chat, email, WhatsApp, and Messenger. This gives your team a consistent AI experience no matter where customers reach out, and it ensures the same level of assistance across conversations.
AI copilots can automate routine workflows by scanning tickets, suggesting replies, and routing inquiries to the right team member.
How to set up your AI copilot
Getting started with an AI copilot doesn’t have to be complicated. This section covers what you need to set it up properly and how to make sure it fits into your team’s existing workflow.
1. Organize your knowledge base
Before anything else, make sure your help articles are up to date, well-organized, and easy to scan. Fin pulls replies directly from your help center, so if the content is outdated, incomplete, or scattered, the AI won’t be much help.
Think of it this way: garbage in, garbage out.
2. Enable Fin AI Copilot
In your Intercom settings, you can enable Fin for any teammate with a full-seat license. Lite seats don’t get access, so make sure the right people are covered. Once activated, Fin will start suggesting replies and assisting with incoming tickets.
3. Configure tone and length
You can choose how Fin sounds, chooose between friendly or professional, and whether replies should be brief or detailed. It’s a good way to keep things consistent, especially across large teams. Just note that customization is limited. You won’t be able to upload brand voice rules or custom prompts.
4. Test reply suggestions
Before rolling it out to your whole team, run a few common ticket types through Fin and see what it suggests. If the responses feel off, it’s usually a content issue. You might need to revise help articles, adjust tags, or reorganize your documentation.
5. Monitor performance
Once Fin is live, use Intercom’s reporting tools to see how often suggestions are used and where they fall short. The goal isn’t just to track usage but to catch blind spots and improve over time. Teams that treat this as an ongoing process get much better results than those who set it and forget it.
Configure Fin AI in your Intercom workspace by connecting sources and adjusting tone settings to align with your brand before going live.
You may want to consider how your setup can scale across departments. While Intercom’s Fin AI is tightly integrated within its support environment, it is limited to a single assistant. If you need separate bots for different workflows such as sales, support, or HR, third-party tools like eesel AI allow you to deploy multiple assistants across platforms, each with its own tone and data sources tailored to the team it serves.
Intercom AI copilot pricing
Figuring out the right AI assistant isn’t just about what it can do, it’s also about how flexible it is and what it will cost you as your team grows. Intercom and eesel AI both offer strong features, but they take very different approaches when it comes to pricing.
Side-by-side comparison of Intercom and eesel AI.
With Intercom, you’re using a built-in solution that works smoothly if you’re already using their platform. But it also means you’re locked into their pricing structure, which charges per agent. That can add up quickly if your team is growing or if you want more people using the AI.
eesel AI works differently. Instead of charging by seat, it charges based on usage and how often the AI actually helps out. It also works across multiple tools, not just one platform, which can make it easier to scale across departments without juggling separate plans.
In short: if your support team is small and already deep into Intercom, Fin might be a good fit. But if you’re thinking about broader automation, or just want more control over cost as usage grows, eesel AI might give you a little more room to move.
Intercom AI copilot pricing
| Plan | Monthly price per full seat | Included seats |
|---|---|---|
| Essential | $39 | 1 full seat |
| Advanced | $99 | 1 full seat + 20 lite seats |
| Expert | $139 | 1 full seat + 50 lite seats |
Each full seat will have access to Copilot with up to 10 AI conversations per month. If you need more, you can add unlimited usage for $35 per seat, or $29 a month if you choose annual billing. For example, on the Essential plan which is $39 per seat add $35 for unlimited usage, that brings your total to $74 per seat per month.
Only full seats have access to Copilot. A full seat is a paid user license that gives complete access to Intercom features, including the AI assistant and AI-generated replies. Some plans also include lite seats, which are meant for teammates who only need limited access, such as viewing conversations or reports. Lite seats do not include Copilot or other advanced features.
Copilot works only within Intercom. It cannot be used across other platforms or tools.
eesel AI pricing
| Plan | Monthly price | Interactions included | Bot limit | Highlights |
|---|---|---|---|---|
| Starter | $49 | 500 | 1 | Basic public-facing AI chat |
| Team | $299 | 1,000 | 3 | Help desk, Slack integration, reports |
| Business | $799 | 3,000 | Unlimited | Microsoft Teams, API actions, triage |
| Custom | Contact Sales | Unlimited | Unlimited | Custom workflows, advanced security, orchestration |
eesel AI’s pricing is based on AI usage, not number of agents. It allows you to use one or multiple bots across Intercom, Zendesk, Slack, Confluence, Google Drive, and more, making it a more flexible and scalable choice for cross-platform teams.
Is your AI copilot helping?
Once your AI assistant is live, it’s time to ask the obvious question: is it doing what you hoped it would?
The best way to answer that is with a mix of data and real feedback. Start with a few core metrics like how many tickets agents handle per day, how quickly they respond, and how often the AI fully resolves tickets without needing human help.
But it’s not just about speed. A strong AI setup should also lower onboarding time for new hires, reduce the number of repetitive tasks your team has to deal with, and prevent escalations by handling the easy stuff well. The result? Happier agents, faster resolutions, and a support team that scales without burning out.
What to measure and why it matters
There are a few performance metrics worth paying close attention to:
- Agent efficiency: Tracks how many tickets each team member is handling. This helps you see whether the AI is actually lifting the load, or just getting in the way.
- Average response time: A good AI copilot should reduce the time it takes to send a first reply. Even a small drop here can make a noticeable difference in customer satisfaction.
- Automated resolution rate: Tells you how many tickets the AI is resolving on its own. This is where you’ll see the clearest ROI, especially if it means your human agents can focus on the harder stuff.
eesel AI Reports dashboard helps track key metrics like agent efficiency, response time, and automated resolution rate to gauge AI performance over time.
eesel AI makes this kind of tracking straightforward. The Reports dashboard shows exactly how the assistant is performing, from response times to how often it deflects tickets. And if something’s not working, the History tab will point to where the AI struggled often because of missing or outdated knowledge.
eesel AI’s History tab surfaces moments where the assistant struggled, helping teams identify training gaps and improve future response accuracy.
Calculating cost benefits
With Intercom, each full-seat teammate gets 10 Fin AI-assisted conversations per month at no extra cost. But if your team needs more, you’ll need to pay for the unlimited usage add-on, which costs $35/month per seat (or $29/month on annual billing). That’s on top of Intercom’s monthly seat prices, which range from $39 to $139 per agent depending on your plan.
Here’s a quick estimate for a team of 10 agents on the Advanced plan with unlimited Fin AI usage:
- $99/seat × 10 agents = $990/month
- $35/seat for Fin AI unlimited × 10 agents = $350/month
- Total: $1,340/month or $16,080/year
With eesel AI, you pay based on usage (interactions), not seats. The Team plan at $299/month includes up to 1,000 interactions and supports 3 bots. The Business plan at $799/month supports up to 3,000 interactions with unlimited bots. This makes it easier to scale without racking up per-agent charges.
For most mid-size support teams, eesel AI’s usage-based pricing results in more predictable costs, especially when AI handles a large portion of routine queries.
Wrapping up with Fin
Using Intercom’s Fin AI copilot – or exploring flexible options like eesel AI – marks a big step toward smarter, faster support. But it doesn’t have to be overwhelming.Start small. Audit your knowledge base. Choose your most common workflows. Set up a pilot with a small team and measure real results before scaling.
Whether you’re all-in on Fin or just beginning your AI journey, the goal is the same: better support, less manual effort, and happier agents. And if you’re looking for flexibility across platforms, eesel AI offers a simple, powerful way to bring AI copilots into your stack without the seat-based pricing. That’s a Fin-ish worth building toward.
You can start your free trial, book a personalized demo, or reach out directly at hi@eesel.app to get started.
