Intro
Intercom built its reputation on conversational, messenger-style support, and its Fin AI product is genuinely capable at handling first-line conversations. Fin is billed per resolution on top of your seat cost, so your monthly total depends on how much of your volume the AI ends up handling. Gruvi takes a different approach on both pricing and continuity: one flat monthly rate, and an AI that carries a customer's history forward from one conversation to the next rather than starting fresh each time.
Meet the Human Empathy Engine
With over 20 years of customer support experience, we know that AI annoys people when it just doesn't "get" them. That time they had a bad experience last week? AI doesn't care. That time when they stayed a loyal customer 10 years ago? AI doesn't know.
Our empathy engine changes that. By plotting historical data, Gruvi gives both human and AI support agents a new superpower: predicting your customer's response based on their experiences. This means fewer irritated customers, and AI that will genuinely help them.
"The only helpdesk that remembers how your customer feels, not just what they typed."
Remembers
Every interaction a customer has ever had is logged and carried forward, not siloed per ticket.
Predicts
The engine flags likely emotional responses before an agent or AI even replies.
Responds
Human and AI agents alike get a prompt that adjusts tone based on that customer's history.
A few reasons teams consider switching
Fin's per-resolution billing means a spike in support volume translates directly into a spike in your bill, which makes forecasting harder for growing teams; Gruvi's flat-rate plans mean your cost stays the same whether it's a slow month or your busiest one yet. Intercom's Fin evaluates each conversation on its own, without carrying context from a customer's prior conversations into the next one; Gruvi's Human Empathy Engine is built specifically to close that gap, using a customer's full history to shape how both AI and human agents respond. And Intercom charges per seat on top of any AI usage, while Gruvi includes unlimited seats on every paid plan.
Pricing side by side (10-agent team, ~1,000 AI-assisted tickets/month)
Source: intercom.com/pricing, accessed July 2026.
Feature comparison
(i) Human Empathy Engine: Gruvi tracks a customer's emotional history across every interaction and uses it to predict how they're likely to respond, so both human and AI agents can adjust tone accordingly.
Pricing shown reflects Gruvi's $249/mo Scale plan, which supports up to 1,200 AI-assisted tickets/month; see our pricing page for the full tier breakdown, including our $49 Starter and $99 Grow plans.
The 1,000-ticket, 10-agent scenario is an estimate meant to represent a mid-sized support team; your actual volume may differ.
If you exceed your plan's ticket allowance, manual (non-AI) ticket handling is never capped, and we offer a one-month grace period before requiring an upgrade.
Competitor pricing is drawn from publicly published rates as of the date noted and may change; confirm current pricing directly with the vendor.
Both built for conversational support. Try Gruvi and be surprised today.