Case Study: Intercom reduces support costs and migrates off Fin with My AskAI

Intercom migrates off Fin in 2 weeks with My AskAI

The customer, Intercom, was facing a challenge with the rising cost of its own AI support product, Fin. The per-outcome pricing model meant their bill increased as the AI became more effective, and they were even charged for instances where customers disengaged without a true resolution. They wanted to migrate away from this AI layer without disrupting their existing Intercom helpdesk, inbox, or conversation history.

The vendor, My AskAI, implemented its AI agent as a replacement layer within the existing Intercom workspace. The solution involved a meticulous process of copying and rebuilding Fin's behavioral rules using My AskAI's tools, followed by a two-week parallel run where both systems operated. This allowed Intercom to maintain service continuity while verifying performance. The migration was successful, enabling Intercom to control costs with My AskAI's per-ticket pricing and retain all its historical data and workflows.

Intercom