Build vs. buy AI agents: when each makes sense
Off-the-shelf vs custom. The five questions that decide it.
The five questions that decide it
1. Is your use case generic or proprietary? Off-the-shelf AI tools work for generic tasks (basic FAQs, simple booking). Custom agents win when your workflow is unique to your business. 2. How many system integrations do you need? SaaS AI tools support common integrations. Custom agents can connect to anything via API. 3. What's your interaction volume? Under 1,000/month, SaaS is probably cheaper. Over 5,000/month, custom pays back in 6–12 months.
When to buy (off-the-shelf)
Use off-the-shelf AI tools when: your use case is standard (support FAQ, simple scheduling); you need to launch in days, not weeks; your interaction volume is under 2,000/month; you don't need proprietary integrations; you're validating a hypothesis before committing budget. Good options: Intercom Fin, Zendesk AI, HubSpot AI agents, Drift.
When to build (custom)
Build a custom agent when: your workflow is proprietary (connects to your ERP, CRM, custom database); you need compliance controls (HIPAA, SOC 2, PCI); interaction volume exceeds 5,000/month; you want to own the IP; you need agents to take real actions, not just answer questions. Custom agents from Skylink start at $8,000 for a 2-week pilot.
The hybrid approach
Most mature AI setups use both: off-the-shelf for simple, high-volume tasks (basic support FAQ → Intercom); custom agents for complex, high-value workflows (returns processing, lead qualification, document analysis). We help you figure out the right split.
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