AI agent for customer support
Last updated 26 October 2026
The best AI agent for customer support depends on what fills your queue. If most tickets are questions, use a conversation agent such as Intercom Fin or Zendesk AI agents, which answer customers who write in. If most tickets start with “I tried to do X and the app refused”, use a recovery agent such as Scritch, which steps in at the failed action and tries to fix it before the user has to write in.
Scritch is our product. The other agents’ prices come from their own pricing pages, linked below.
Two kinds of AI support agent
| Conversation agent | Recovery agent (Scritch) | |
|---|---|---|
| Starts when | A customer writes in | Your app refuses a request |
| Where it runs | Support channels such as chat and email | Inside your app, where the error was |
| What it reads | Your help content and connected data | The server response, form rules, tools you register |
| Done when | The conversation is resolved | Your verify check passes |
Which one to pick
- Pick a conversation agent when most tickets are questions about how your product, billing or policies work.
- Pick Scritch when you sell B2B software and users write in because a form or request failed with a vague error.
- The two can be used together. Scritch handles the failure in the app and hands what it cannot fix to your helpdesk with the trail attached.
Your first 25 recoveries (fixed failures) cost nothing.
What AI support agents cost
The vendors bill for different events, so the prices do not compare one to one. Fin and Zendesk bill when a conversation counts as resolved. Scritch bills when a fix passes your verify check. A run that only explains the failure, or hands it to your team, is free. Prices as published on each vendor’s pricing page in October 2026.
| Agent | Billing event | Price |
|---|---|---|
| Intercom Fin | A resolved conversation (no further help requested) | From $0.99 per outcome, USD, minimum 50 a month with any helpdesk |
| Zendesk AI agents | An automated resolution | $1.50 per automated resolution committed, $2.00 pay-as-you-go, USD |
| Scritch | A fix that passed your verify check | $0.25 per fixed failure, USD, first 25 free, capped at $50.00 a month by default |
Questions
Is Scritch an AI customer service agent?
For one part of the queue. It handles users blocked by your own app, such as a refused invoice. It does not answer general questions about your product or policies.
Does it replace my helpdesk or chat agent?
No. Your helpdesk keeps the conversations people start. Scritch works on failures inside the app and passes the ones it cannot fix to your team with the cause written down.
Can it change data without asking?
Tools that change data wait for the user's approval by default. A workspace owner or admin can turn a tool off or make a read-only tool ask first, but the settings have no option that lets a data-changing tool skip approval. A run counts as resolved only when your verify check passes. Otherwise it goes to your team.
Compare
Grade the error message your app shows today (free, no sign-up), or compare Scritch with Intercom Fin, support chatbots and ticket systems.