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AI tools for customer service: how they work and how much they cost

AI tools for customer service answer questions and help agents. How Intercom and Zendesk charge, how much they cost and what to check before using them.

By InfoByData Newsroom

· 2 min read

Paper-cut illustration of chat bubbles between a customer and an artificial intelligence agent, with Intercom Fin's price per resolution
Illustration: InfoByData

AI tools for customer service answer frequent questions 24 hours a day, sort cases and suggest replies to the people who handle them. Their use in companies is rising: according to Eurostat, 6.92% of European companies with 10 or more employees used AI in marketing or sales in 2025, up from 1.63% in 2021.

European companies using AI in marketing or sales (% of companies with 10 or more employees)
0%2%4%6%8%20212023202420256.92%

Source: Eurostat, isoc_eb_ai, European Union (27 countries)

View the data as a table
20211.63%
20231.9%
20244.59%
20256.92%

How AI tools for customer service work

There are two kinds of help:

  • AI agents: they answer the customer directly in chat, email or social media, using the company's help articles and policies. When they do not know, they hand over to a person.
  • Agent copilots: they do not talk to the customer; they suggest replies, summarize the history and look up information for the person handling the case.

How much AI tools for customer service cost

The big difference is how they charge:

Tool How it charges Price What it includes
Intercom Fin Per resolution US$ 0.99 for each case the AI agent resolves Added to Intercom's per-agent plans
Zendesk Support Team Per agent US$ 19 per agent per month, annual billing Email and ticketing, no AI agents
Zendesk Suite Team Per agent US$ 55 per agent per month, annual billing AI agents and AI knowledge base
Zendesk Suite Professional Per agent US$ 115 per agent per month, annual billing Adds an admin copilot and AI writing
Zendesk price per agent per month (US$, annual billing)

Source: Zendesk, pricing, checked on Nov 14, 2026

View the data as a table
Suite Professional115
Suite Team (with AI agents)55
Support Team (no AI)19

Charging per resolution makes the cost depend on volume. With Intercom Fin, 1,000 resolved cases a month means about US$ 990. Before choosing, estimate how many inquiries you receive and how many AI could resolve on its own.

What to check before using them

  1. The knowledge base. AI answers with what it finds in your help articles. If they are outdated, so are its answers.
  2. The way out to a person. Customers should be able to ask to talk to someone.
  3. Consumer rights. What an AI agent says about prices, warranties or returns commits the company. Review it as you would a message from your team.

The other customer service: AI assistants

Many customers no longer ask on your site: they ask ChatGPT or Gemini about your brand, opening hours or policies. If your site blocks their robots or the information is unclear, the answer may be incomplete. Check it with our free AI Checker.

What it means for you

  1. Start with repeated questions. AI tools for customer service answer them best, and they save your team the most time.
  2. Do the math by volume. Charging per resolution or per agent changes the total cost a lot.
  3. Watch what AI says about your brand outside your site. Use the AI visibility checker to see whether assistants can read your information.

Sources

  • AI tools for customer service
  • chatbots
  • Intercom
  • Zendesk
  • AI agents
  • customer support