Hey everyone, new here and hoping for some advice. I’ve been lurking for a bit and finally have something to post about.
My team (about 15 people) just finished migrating our support from Freshdesk to Intercom. We were really excited about the AI features, especially the automated answers and deflection. And honestly, it worked! Our deflection rate for common questions is way up, which is great.
But here’s the confusing part: even with more questions being answered automatically, our overall cost for Intercom is more than double what we were paying with Freshdesk. I thought the whole point was that AI would help us scale support without scaling costs? We’re now on a “per-seat” model and the AI features are an add-on, which seems to have wiped out any savings.
Has anyone else experienced this? I feel like I’m missing something. Is the increased deflection supposed to let you have fewer agents, so the per-seat cost balances out? That feels risky for customer satisfaction. 😅
Maybe we just configured something wrong? Would love to hear from others who’ve made a similar switch or who are using Intercom’s AI features heavily. How do you justify the cost if deflection goes up but the bill does too?