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The Three Decisions a Machine Can’t Make for You
Go to Intercom’s pricing page and you will find the same company selling customer service two different ways. Human agents are priced the old way: $29 to $132 per seat, per month. Its AI agent, Fin, costs $0.99 per outcome, with no seats required.
That page is a small picture of a large shift. When software does the work, the seat stops measuring the value, and the price has to find a new unit. The number on the page is the easy part. The unit underneath it is where the business gets decided.
Here is the pattern I see across B2B information, marketing and technology companies right now. The…
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