On June 15, 2026, Salesforce announced a definitive agreement to acquire Fin — formerly Intercom — for about $3.6 billion (Salesforce press release, TechCrunch). We won't speculate about what Salesforce does with roadmaps or pricing — nobody outside the deal knows. But if the news has you comparing options, compare on the dimension that actually moves your costs: does the AI finish the job, or just answer and hand off?
Or size it for your own volume first.
Fin charges per resolution — and the billed definition includes assumed resolutions and handoffs, not only confirmed fixes. A public teardown works a five-seat team with 2,000 monthly AI outcomes out to roughly $2,700/month before channel fees. ClearFeed's breakdown, as of July 2026.
Per-resolution pricing means the better the AI performs, the more you pay — users publicly describe bills jumping from $4k to $9k/month after enabling it. Pricing is the most-cited complaint about the model online. Aimdoc's analysis, as of July 2026.
A reply bot resolves the tickets that only needed an answer. The expensive tickets — refunds, cancellations, account changes, bugs — still cross to finance, billing admins and engineering. That queue-hopping is why support cost scales with headcount, and no reply-only AI touches it.
PilotPM looks the customer up in your systems before it answers — real plan, real renewal date, real sign-in methods — then prepares the actual resolution: the refund on the exact charge, the cancellation on the exact subscription, the engineering ticket with reproduction context. Each sensitive action parks behind a one-click human approval, with dry-run defaults, live switches and a full audit trail. The cross-department handoff becomes a button.
AI inference included. Past your allowance, overage bills at a flat rate from $0.10/conversation — never a per-resolution surprise. The bill doesn't grow because the AI got better.
Everything starts as a draft a human approves. Auto-send unlocks per channel only as the acceptance track record justifies it — you watch the numbers and turn the dial, not us.
One platform, one contract — see the feature-by-feature comparison for what maps where.
Send us your conversation export — we load your historical tickets so the AI starts warm, grounded on how your team actually answers, not on a blank knowledge base.
Connectors are configuration, not consulting projects — most take minutes. The AI data-coverage panel then shows exactly which data the AI is using and which missing connection is limiting accuracy, so onboarding is a visible checklist.
Your team approves drafts from day one and watches acceptance per channel. Autonomy expands where it's earned. Nothing sensitive ever executes without a named human's click.
Competitor facts above are public information as of July 2026, linked to their sources. Intercom and Fin are trademarks of their owner; PilotPM is not affiliated with Intercom, Fin or Salesforce.