Real-World Case Studies and Customer Success Stories with Intercom

Fin AI Agent helped Breathe, an HR SaaS platform, handle a high volume of repetitive support queries. Breathe improved Fin’s resolution rate from 56% to 80% in less than a year. The team restructured... their knowledge base and created custom Snippets to boost AI accuracy. Fin enabled Breathe to scale support without losing quality or warmth. The efficiency gains led to new roles and allowed agents to focus on complex issues.
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Fin AI Agent helped Clay scale customer support as their user base grew. Clay moved from manual Slack-based support to using Fin and Intercom, enabling support across multiple channels. Fin now parti...cipates in 90% of support conversations and resolves up to 50% of them. The support team can now focus on complex queries and build stronger customer relationships. Response times improved, and team stress levels dropped.
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Synthesia used Intercom's Fin AI Agent and Help Center to handle a 690% increase in customer support requests. The number of customers seeking support jumped from 40,000 to 316,000 in four months. Wi...th Intercom, Synthesia managed this spike without hiring more staff. They reduced resolution time by 96% and kept customer satisfaction high. The team improved their knowledge base and reassured staff about AI's role.
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Fin AI Agent helps Nuuly resolve 38% of customer queries instantly. Nuuly uses Fin to make support faster and more efficient. The team reduced response times by 20%. They keep a 95% customer satisfac...tion score. Fin also helped lower the contact rate by 11%. Support associates now focus on complex issues and build better customer relationships.
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Intercom's Fin AI Agent helped MONY Group, a leading UK financial services platform, handle over 25,000 monthly support conversations. The team faced high volumes and strict compliance needs. Zendesk... could not keep up with automation or real-time support. After switching to Intercom and Fin, Fin resolved 64% of queries across chat and email, including complex reward and cashback questions. The solution improved accuracy, control, and team capacity in a regulated environment.
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Intercom’s Fin AI Agent helped Anthropic improve customer service. Anthropic needed to support a wide range of customers and manage spikes in support volume. They chose Fin to scale personalized supp...ort and handle complex queries. In just over a month, Fin resolved 50.8% of queries and tens of thousands of customer questions. This allowed Anthropic to focus on building safe, reliable AI while delivering better user experiences.
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Fin AI Agent from Intercom helped Peddle cut chat volume by 64.1% in Peddler Support. The company saved 899.63 hours per month across Seller and Peddler workspaces. Peddle avoided $163,800 in annual ...costs, eliminating the need for 2.5 new hires. The Seller Support team saw a 58.5% resolution rate, up 6%. Fin improved efficiency and empowered the support team.
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Intercom's Fin AI Agent helped Frends improve customer support. Frends used Fin to handle most support requests, reaching a 90% resolution rate in the last 30 days and peaking at 94%. Fin now resolve...s over 90% of all support requests without human help. This let the human team focus on complex issues. Customer satisfaction rose, with Frends earning a 4.2 out of 5 in surveys. The blend of AI and human support made Frends' service faster and more reliable.
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Fin AI Agent helped Lightspeed improve customer service. The team saw up to a 65% AI resolution rate after using Fin AI Agent. They also rolled out Fin AI Copilot, which let support agents close 31% ...more conversations each day. Lightspeed used Intercom Academy and in-house training to prepare staff. The company managed change by focusing on training and ongoing support for a smooth rollout.
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Fin AI Agent helped Road scale customer support without losing their culture. Road used Fin and Intercom to handle 10,000 monthly conversations with a 20-person team. They improved resolution rates b...y optimizing their knowledge base for Fin. Fin Guidance let them route phone requests to human agents, reducing customer frustration. Road achieved a 150% ROI, cut support costs, and kept customer satisfaction high.
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Fin AI Agent helped Consensys scale secure customer support for millions of global, pseudonymous users. Consensys faced high support volumes, no KYC, and urgent security needs. Their legacy system wa...s slow and rigid. Fin resolved nearly 70% of support conversations within 8 weeks. It now handles about 20,000 resolutions a month. Customer satisfaction stayed high while support became faster and safer.
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Fin AI Agent from Intercom helps MPB handle nearly 10,000 customer conversations each month. MPB uses Fin to deliver fast, personal answers for buyers and sellers of used photo and video gear. The AI... Agent supports multiple languages, letting MPB expand without hiring more staff. MPB maintains an 83% Customer Experience Score while scaling globally. Fin enables MPB to keep high customer satisfaction and efficiency as they grow.
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