See exactly what AI can handle in your environment—before committing

Overwhelmed by Support Tickets? Safely Add AI Instead of More Agents—Without Losing Your Team or Brand Voice.

Can’t justify more hiring but worried AI might break what works? We help mid‐market teams pilot Intercom’s Fin carefully, cutting routine tickets by 50%—all while keeping support personal and team morale high.

Journey Mapper is a Dublin based AI adoption partner recognised by Intercom and trusted by our clients. We offer a safe, pilot-driven approach to train and integrate Fin in your unique environment

Why AI Feels Risky Despite the Hype

You Need More Capacity—But ‘Just Adding Agents’ Isn’t an Option

Your ticket volume keeps climbing, yet hiring more agents isn’t sustainable. Meanwhile, everyone’s talking AI—but you’ve seen horror stories of tone-deaf bots damaging customer trust and team morale. You want to modernise, but not at the expense of your brand reputation or the team you rely on.

Our solution? A safe, phased pilot that shows real results before you commit to a major rollout—keeping your brand voice and team engagement intact.

Here’s how we do it in three straightforward steps…

A Safe Pilot, Not a Big Bang

We start with a slice of your support flow—proving real ticket deflection and quality control before large‐scale rollout. This reduces risk and brand missteps.

Keep Your Brand Voice

We hone your knowledge base and train Fin to echo your voice, style, and escalation rules - so customers still receive your signature support experience - just faster.

Team‐First Mindset

We provide the managerial frameworks for you to lead your team with AI Agents by their side. With routine tickets off their plate, your agents can focus on higher‐value work. AI becomes a helpful teammate, not a threat. Your human agents become the drivers for your superior CX.

Why Not Just Let Intercom or Zendesk AI Do It All?

Yes, Intercom’s Fin (or your current platform) may say it ‘handles everything’ out of the box.

A.I. on its own is indeed very powerful. It can be difficult to tell the difference between A.I. agents on first glance, even with all the groundbreaking statistics and benchmarks. But here’s what they don’t (can't) tell you:

AI isn’t magically brand‐aware. It needs structured training to speak like you, not just a generic script.
A ‘switch‐on’ rollout can backfire with bizarre answers—risking customer trust and your brand reputation.
Teams fear AI if they’re left out. Morale dips when staff feel overshadowed by a bot they never asked for...

We partner with Support Leaders who have real customers at stake - they want to move fast (pilots can be completed in less than 8 weeks) but they still want to be careful.

So why Fin? We’ve found Intercom’s AI handles deeper, more nuanced queries while staying flexible for brand alignment. But it still needs a pilot‐driven rollout that respects your team and your brand. That’s where we come in, bridging vendor promises and your day‐to‐day reality—so AI truly works for you, not the other way around.

Software Partners

Backed by Industry Leaders

We partner with the best A.I. first platforms to deliver comprehensive, cutting-edge solutions. Our carefully selected partnerships provide you with best-in-class tools and support for your entire customer experience.

The Path to a Safe AI Rollout

We treat AI as if you’re standing up a new function in your support org—calibrating brand tone, team roles, and metrics so Fin feels like a trusted teammate.

Pilot & Prove (Weeks 1–2)

Begin with A Safe Slice of Tickets
We isolate a subset of routine queries, train Fin on your brand voice, and track early deflection. Your team sees immediate relief while staying in full control.

Team Alignment
Agents learn to offload mundane tasks, freeing them for higher‐value interactions. AI becomes helpful, not threatening.

Scale Confidently (Weeks 3–4)

Expand Coverage
If results meet your CSAT and deflection goals, we widen Fin’s scope. AI handles more tickets; your support staff focuses on deeper customer needs.

Maintain Brand Integrity
No big‐bang upheaval. We adjust tone or escalation rules as needed so everything stays consistent with your brand promise

Refine & Grow (Weeks 5–8)

Ongoing Feedback
We gather metrics, agent insights, and customer reactions, continuously tuning Fin’s knowledge base for improved performance.

Long‐Term ROI
Think of Fin as a ‘new hire’ in your org—one that never burns out. We help you adapt, optimise, and discover new opportunities for AI to boost CX.

Ask yourself these questions before making your next move in AI...

Our clients know AI is the next step for Customer Support, but they sometimes get stuck in decision paralysis because AI is unpredictable and unknown...

How do I train AI like I train my people?

"I know how to onboard humans to deliver great support..."

Do my skills transfer to training AI agents?

"But how do I onboard an AI agent to deliver that same quality?"

Will AI do what I want it to do, without making mistakes?

"How do I do it without losing what makes us special?
How do I know the AI won't do something completely unexpected?"

Real Results from Mid‐Market CX Leaders

Real Business Outcomes

Let's be honest. Everyone is new to deploying AI Agents in Customer Support. Anyone claiming certainty about the future is probably trying to sell you something.

So who can you trust?

Yes, AI agents are new—but we’ve spent 20 years helping mid‐market companies adapt and thrive when disruptive tech arrives. Partnering with Intercom’s proven Fin AI, we bring both the right tool and the right approach to ensure safe adoption.

"We improved customer acquisition, lead generation and customer success very quickly and significantly."

Tom Ryan

CEO, Swaghut

"We worked with Andrew McAvinchey to develop our Inbound messaging and sales strategy at a key time in our company's global expansion."

Conor O'Loughlin

CEO Glofox

"A comprehensive package of services that allowed us to quickly scale up our sales and create measurable, predictable revenue uplifts that we could easily track. It's taken our business to the next level."

Colin Hickey

CCO, Starcircle

"We expanded our company's global expansion to international markets and we were able to gain clarity on the multitude of directions our business can take to access our global market of customers.”

Mark Nathan

CEO Nathan Trust

Our Value Based Pricing Guarantee

Intercom’s Proven AI Results

“Many Intercom customers report a 50% deflection in routine tickets. Our job is to replicate that success for your team—without risking your brand or morale.”

Journey Mapper’s Track Record

“Over two decades guiding hundreds of EMEA companies through major changes, we know how to keep people engaged, brand consistency intact, and deliver real ROI.”

New Tech, Same Principles

“While AI agents themselves are fresh to the market, the leadership, collaboration, and careful rollout needed are not. We apply our tested frameworks so you see real impact from AI—quickly and safely.”

We offer fixed-price, 8-week pilot engagements with a guarantee that if we don't identify at least 3x our fee in new revenue opportunities or cost savings, we'll work until we do. No long-term commitment – see results first.

Journey Mapper offers a comprehensive solution by combining the strategic expertise from 20 years driving growth at companies like Google, Salesforce, IBM, Segment, Vodafone, HubSpot and multiple scaling startups in Europe.

We leverage AI and our team of specialists to deliver tangible results, all while reducing the effort required from your team.