Why This Comparison?

Intercom is the most recognized name in customer messaging. Over 25,000 businesses use the platform. But recognition doesn't automatically mean it's the best fit — especially for AI-powered customer support. This comparison is based on publicly available pricing, documented features, and the architecture of both platforms.

Pricing: Intercom's Hidden Costs

Intercom's $74/month entry price sounds reasonable — but add $0.65 per resolved conversation. At 1,000 conversations per month, that's $724. With AI (Fin), costs climb further: $0.99 per AI resolution. Reaktly costs €49/month on the Starter plan with included credits. The Professional plan at €99/month includes white-label and advanced orchestration. No hidden per-conversation fees.

AI Capabilities: Architecture Matters

Intercom added AI (Fin) in 2022 as a bolt-on module — AI resolution rate is around 40-50%. Reaktly was built AI-native from day one. The IQ engine continuously scores knowledge base quality, detects gaps, and suggests improvements. AI resolution rate exceeds 70%. That's the difference between a bolt-on feature and an architectural decision.

Which Platform for Which Team?

Intercom excels at marketing automation, product tours, and integrations. For pure support teams, it's often overkill. Reaktly is the better choice for AI-powered support with high resolution rates, predictable costs, and white-label capabilities — especially for agencies serving multiple clients.