How Swyftx provides top-tier support to 800k crypto traders with Fin AI Agent

With Paige Sawatzky, Content & Automation Lead at Swyftx
91%Fin AI Agent answer rate
49%Fin AI Agent resolution rate
40+hours saved weekly for the customer support team
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At a glance

Company

Swyftx is Australia's leading crypto exchange where users can buy, sell, and trade 400+ crypto assets.

https://swyftx.com/

Headquarters

Brisbane, Queensland, Australia


Industry

Cryptocurrency, Financial Services


Key features used

Fin AI Agent
Help Center
Team Inbox

When Australia's leading crypto exchange Swyftx set out to enhance its customer support experience, the team was looking to make more than just incremental improvements – they wanted to completely transform it. With Intercom’s cutting-edge AI agent Fin, they’ve been able to do just that. 

Since implementing Fin, Swyftx has seen a remarkable 48.5% increase in automated resolution rate, saving the team over 40 hours per week.

Let’s see how they did it. 

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Increasing access to Crypto through stellar support

Headquartered in Queensland, Australia, Swyftx serves hundreds of thousands of users navigating the often complex world of digital currencies. Swyftx is focused on providing secure and informed access to cryptocurrency trading and providing top-tier support to its customers along the way.

However, as their user growth surged, so did the volume and complexity of customer inquiries the support team was receiving. Traditional support systems struggled to keep up with the volume, and previous-generation bots based on rigid, rule-based structures often failed to address complex questions – leading to customer frustration.

Swyftx needed a solution that was as fast-moving and adaptable as the crypto market itself, and that would reflect Swyftx’s commitment to innovation and its customers. The team knew that AI would be the key to managing this huge surge in support volume, and would free up their support agents to spend more time focusing on complex queries that need a human touch.

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Unlocking efficient, scalable support with AI

When Swyftx partnered with Intercom to implement Fin, their objective was clear: deliver fast, accurate, and conversational support at scale.

Security was another critical factor in the team’s decision. Intercom’s AI engine was specifically designed to adhere to strict data privacy regulations, ensuring that every interaction is safe and compliant. Swyftx found reassurance in Fin’s inbuilt safety mechanisms, which validate responses before they’re delivered and safeguard sensitive customer data​.

Reflecting on the decision to roll out Fin, Paige Sawatzky, Content & Automation Lead at Swyftx, says, “The implementation of Fin is the first time that we as a business are using AI in a customer-facing setting, and we're glad to be partnering with Intercom and using their industry-leading AI-first customer service software to do this.”​

With Fin, there are no hidden rules or limitations. Fin is helping us increase customer trust around our brand and AI agents, and how they interact.

Now, Fin’s advanced capabilities are enabling the team to:

  • Refine vague customer queries like "It’s not working" by asking clarifying questions.

  • Generate accurate, contextual responses.

  • Ensure compliance and security for every interaction with a robust validation process.

Emphasizing the value Fin AI brought to the table, Paige says, “Most chatbots (pre-AI) are limited to rules, and customers do not know the parameters of these rules. That’s why, traditionally, chatbots get a bad rap. With Fin, there are no hidden rules or limitations.” Swyftx’s customers immediately noticed the difference, with sentiment towards Fin improving dramatically. “Fin is helping us increase customer trust around our brand and AI agents, and how they interact,” she shares​​.

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Building a knowledge base to feed the AI engine

Implementing Fin wasn’t just about flipping a switch; it required strategic preparation. Swyftx’s team took deliberate steps to ensure its success:

  1. Optimizing existing content: By simplifying language and structuring articles into scannable formats, Swyftx made sure its knowledge base was AI-friendly.

  2. Training Fin using multiple sources: The team fed Fin data from support center articles, custom answers, and snippets to ensure it had a wide range of information to work with.

  3. Continuous feedback loop: Regular reviews of Fin’s conversations allowed Swyftx to identify gaps in responses and improve them over time​​.

“Fin is only as good as the information it’s provided, and that’s where we came in,” Paige explains. “We focused on simplifying language, creating scannable support articles, and ensuring key terms and abbreviations are well-explained. Formatting, like numbered and bulleted lists, is also very important when it comes to AI content digestion.”​

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Creating quick impact – and delighting customers

Here are just some of the results the team saw in the early days of using Fin: 

  • 49% Fin AI Agent resolution rate, which is a 48.5% increase in automated resolution compared with the team’s previous solution.

  • 91% Fin AI Agent answer rate, demonstrating Fin’s growing ability to handle customer queries of varying complexity levels on its own.

  • 40+ hours of team time saved weekly: In just 10 weeks, Fin was resolving thousands of customer conversations, saving Swyftx’s customer support team valuable time that they could use to focus on complex queries.

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Expanding AI’s reach

Swyftx has seen impressive results to date, but has no intention of stopping there. The team is exploring ways to further personalize Fin’s tone of voice and extend its capabilities across other channels like email, SMS, and social media. As Swyftx’s customer base grows, Fin will continue to play a key role in delivering seamless, efficient, and secure support. And for Swyftx’s users, that means faster resolutions, greater trust, and a support experience they can rely on.