Intercom monetizes AI through outcome-based (Fin) and seat-based (Co-pilot) add-ons, driving expansion via scalable automation and agent productivity tools.
- Category
Customer Support Platform - Employees
1,000+ - Business Model
Hybrid (PLG + SLG) - Target Market
SMBs and Enterprises
Pricing Model: Pay-per-unit
Primary Value Metrics: Number of users, resolutions, conversations, and usage-based messaging (email, SMS, WhatsApp, Phone)
Freemium: No freemium, but offers a free trial
Discount Strategy: Annual subscription discounts available
Core Pricing Structure
AI capabilities offered as Fin AI Agent (outcome-based) and Co-pilot (seat-based)
Fin AI Agent is charged per resolution and available as a separate add-on or bundled with base plans
Co-pilot, which assists human agents, is charged per agent
Outcome-based pricing enables performance-driven monetization
Add-on model integrates into existing support workflows, driving expansion revenue
Pay-as-you-go pricing for messaging channels adds additional monetization layers
AI features (Fin & Co-pilot) are tiered and usage-priced, creating scalable AI adoption for both automation and agent efficiency.