Customer stories

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115 Customer Stories

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Build vs buy: Why Anthropic chose Intercom’s Fin

Pioneering AI research lab Anthropic could have easily chosen to build an in-house AI agent to power its customer service. But the team saw a greater opportunity to partner with a company with deep expertise in the CS space – which led them to Intercom.

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Fin AI Agent resolution rate achieved in just over a month Hours saved in first month 
Frends

We spoke with the Frends team about their impactful journey with Fin AI Agent and how they built a human+AI support experience. Fin is now involved in 98% of their support conversations and independently resolving more than half of all requests.

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RB2B

"We doubled our user base, but we're fielding 45% less inquiries thanks to Fin AI Agent over email. The efficiency and time savings are game changers."

Robb ClarkeHead of Technical Operations
 
"Intercom is a complete customer service solution. Its modern interface makes delivering exceptional support seamless, and ongoing product innovation keeps us ahead of the curve. Their AI assistant, Fin, has transformed our operations and since implementing the service we’ve seen improvements across our support metrics."
Lee BurkhillProject Executive, MONY Group
MONY Group
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How Lightspeed achieves up to 65% resolution rate with Fin AI Agent

We spoke with Lightspeed Commerce about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction.

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Fin AI Agent involvement rate Fin AI Agent resolution rate 
Nuuly

Nuuly makes CX smoother and faster – and support roles more fulfilling and exciting – with Fin AI Agent. This human-AI approach led to 38% of queries being resolved instantly, a 20% reduction in response times, and an impressive CSAT score of 95%.

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Eleos

"Intercom's AI bot, Fin, is one of the best solutions I have ever come across."

Kiruba Shankar EswaranCEO & Co-Founder
 
"Intercom has been a game-changer for us at Azazie! With their powerful AI, workflows, and tools, we've seamlessly scaled our operations without the need to double our team size. Meeting customer demand has never been smoother, leading to an impressive 98% CSAT score year to date."
Jeff CardosoVice President Operations, Azazie, Azazie
Azazie
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How Synthesia managed a 690% spike in customer contact without increasing headcount using AI and automation

We spoke with Synthesia about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI.

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Additional monthly queries handled with same headcount Fin AI Agent resolution rate 
tado°

Since implementing Intercom in 2019, tado° has evolved from specializing in smart thermostats to entering the energy provider market. Fin AI Agent has been critical in empowering the team to extend fast, tailored support to new, distinct customer bases.

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Tibber

"Fin AI Agent's new personalized answers feature has been a game changer for us. In just one week, it resolved over half of the queries we received that previously required manual intervention – questions like 'What's the due date of my invoice?' It's brilliant, and we're super happy about it!"

Jens NäsholmHead of Automated Support and Tooling
 
"The time savings have been huge – in the first month, we'd already saved over 1,700 hours of our team's time. Without Fin, it would have taken us months to work through that volume. And our users appreciate the instant, accurate answers."
Emily LampertHead of Product Support, Anthropic
Anthropic
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