Customer stories
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Anthropic
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Lovable
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82 Customer Stories
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AnthropicFrends
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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.
Read full case studyWe 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.
Read full case studyRB2B"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."
Clay
With a rapidly-growing customer base, Clay wanted to scale support without sacrificing quality or its community-led approach. The team needed an AI agent that would give them transparency and control over the customer experience – which led them to Fin.
Read full case studySince 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.
Read full case study
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!"
Anthropic
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.
Read full case studyWith Intercom and Fin, the Birdie team can now confidently support a rapidly growing customer base. The efficiency gains brought about by AI and automation have enabled them to reduce forecasted headcount growth to meet rising demand by 30%.
Read full case study
HoneyBook"Fin AI Agent pulls content from our help center articles and snippets for sensitive issues or short-term updates like promotions, allowing Fin to handle upwards of 40% of tickets and provide the most complete and accurate answers. As a result, we saw a 30% increase in CSAT for self-service support shortly after launching Fin."
Clay
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.
Read full case studyWith Intercom’s automation features, the Smartly team has been able to efficiently meet the needs of a rapidly growing customer base by increasing its overall support capacity by 50%, all while driving operational costs down by an impressive 30%.
Read full case study
Culture Amp"As a team that likes to keep our interactions more personal and a little fun, Fin's 'Tone of Voice' feature has been a game changer. Now Fin's friendly tone aligns perfectly with how our specialists commonly interact which has made the end-to-end experience for users feel seamless and familiar, right from the start!"
Culture Amp
We spoke with Firsty about the challenges the team faced as a new business trying to differentiate itself in the telco space, and their secret to gaining a competitive edge (spoiler alert: it’s best-in-class customer service).
Read full case studyAll-in-one doc software Coda uses Intercom to power communications across the entire user journey and create tailored, in-context experiences to set their customers up for success.
Read full case studySee what customers are sharing on socials
We know, it can be a challenge to scale customer support. Our answer? @Intercom – who has helped us deliver fast response times + maintain that competitive edge with its open platform and collaboration features.
Smartly.io
@smartlyio
Fin AI Agent has been huge for us in scaling our team and providing better service to our clients. We have been able to close of 50% of conversations with AI and keep an 85% CSAT score on those AI conversation.
Barry P.
Director of Customer Success
AI-first support isn’t just a futuristic idea - it’s here now, making our service faster, MORE human, and more scalable than ever. If you don't get on board, you're gonna miss the train.
Danielle Constantine
Head of Experience, myHSA
"Game Changer for our Tech Service Team"
Fin AI agent is helping our team answer questions more efficiently and helping us to take care of more customers with less people.
Eric B.
Director of Customer Accounts
Our Fin AI Agent from Intercom now handles more than 5K conversations a month and completely resolves 50% of them! 🤯 It is an integral part of our strategy to scale our support cost-effectively while continuing to deliver the best customer experience.
Mark Rummel
VP of CX, Givebutter
Thanks to Fin AI Agent and robust Help Centre, 86.7% of support requests are now being resolved through self-serve support. We're really excited to see where the next 12 months will take us!
Christian Osmundsen
Global Head of CX, Deliverect
"Fin is a Win"
We've been using Intercom and Fin, and it's been a lifesaver! Fin has been great at sorting through all the junk and flagging the real issues that only humans can handle.
Rael D.
Head of Support
Using an AI support agent at RB2B has saved us $30k since April. “Is an AI agent worth it?” You bet your ass it is.
Robb Clarke
Head of Tech Ops, RB2B
With Intercom’s Fin, it's $1 per positive interaction — so it's like only paying for the concert if Beyoncé shows up and hits every note. No charge for the off-key stuff. Only for the 'Renaissance experience'
Chris Singh
Customer Success Mgr, SCSS
We are able to provide 24/7 chat support within minutes of our users running into an issue. Because of this we are able to build more meaningful relationships with our users.
Ben P.
Mid-Market (51-1000 emp.)
We know, it can be a challenge to scale customer support. Our answer? @Intercom – who has helped us deliver fast response times + maintain that competitive edge with its open platform and collaboration features.
Smartly.io
@smartlyio
Fin AI Agent has been huge for us in scaling our team and providing better service to our clients. We have been able to close of 50% of conversations with AI and keep an 85% CSAT score on those AI conversation.
Barry P.
Director of Customer Success
AI-first support isn’t just a futuristic idea - it’s here now, making our service faster, MORE human, and more scalable than ever. If you don't get on board, you're gonna miss the train.
Danielle Constantine
Head of Experience, myHSA
"Game Changer for our Tech Service Team"
Fin AI agent is helping our team answer questions more efficiently and helping us to take care of more customers with less people.
Eric B.
Director of Customer Accounts
Our Fin AI Agent from Intercom now handles more than 5K conversations a month and completely resolves 50% of them! 🤯 It is an integral part of our strategy to scale our support cost-effectively while continuing to deliver the best customer experience.
Mark Rummel
VP of CX, Givebutter
Thanks to Fin AI Agent and robust Help Centre, 86.7% of support requests are now being resolved through self-serve support. We're really excited to see where the next 12 months will take us!
Christian Osmundsen
Global Head of CX, Deliverect
"Fin is a Win"
We've been using Intercom and Fin, and it's been a lifesaver! Fin has been great at sorting through all the junk and flagging the real issues that only humans can handle.
Rael D.
Head of Support
Using an AI support agent at RB2B has saved us $30k since April. “Is an AI agent worth it?” You bet your ass it is.
Robb Clarke
Head of Tech Ops, RB2B
With Intercom’s Fin, it's $1 per positive interaction — so it's like only paying for the concert if Beyoncé shows up and hits every note. No charge for the off-key stuff. Only for the 'Renaissance experience'
Chris Singh
Customer Success Mgr, SCSS
We are able to provide 24/7 chat support within minutes of our users running into an issue. Because of this we are able to build more meaningful relationships with our users.
Ben P.
Mid-Market (51-1000 emp.)
At Ninety, we've pushed Fin AI Agent resolution rate beyond 60% — returning countless hours to our incredible chat support team and saving us thousands of dollars.
Thomas Mains
Technical Writer, Ninety
@intercom [...] Would massively recommend Intercom as a support product - great UX for both sides, and very powerful.
accuRx
@accuRx
For our team, Intercom's FIN AI Copilot has changed everything. Our operations and communication quality have significantly improved as a result of our capacity to rapidly access knowledge, automate responses, and provide real-time customer support.
Lisa J.
Customer Success Manager
It's almost like all websites I visit with that @intercom chat button I instantly associate them with great customer service. Just like @Intercom intended. 😀
njooroge
@njooroge
Now enter Intercom — your sleek, smart, AI-powered wonder. It’s like having a personal assistant that’s available 24/7, knows your favourite coffee order, and can predict your next move before you even think it.
Richard Le Bas
Managing Director, SCSS
We've resolved one of our biggest challenges by employing Fin AI Agent to provide quick and accurate responses to all our clients, enhance client satisfaction and streamline our support process.
Onee Yekah
Product Manager, Omnicart
“Installing @intercom when you've tried a lesser platform is like hitting hyperdrive. Or maybe ludicrous speed.”
Markham Nolan
Co-founder of NOAN
"Best Support tool out there"
Fin is a game-changer! We use Intercom every day, and Fin is doing the heavy work for us at the moment. He helped our support team focus on more complex support issues and lifted almost 50% of our day-to-day job.
Kostas S.
Technical Support Manager
We’ve integrated Intercom’s groundbreaking AI tool, Fin, into our team—our version, Billie, has become an invaluable member of the support crew. She’s working 24/7, deflecting and resolving our most common inbound conversations!
Will Patterson
Head of CX, Boulevard
Intercom's Fin AI Copilot is the first highly useful AI feature I've used in SaaS. They nailed the LLM interactions with automated prompts, making our adoption of AI in customer success incredibly seamless.
Filip Mark
Chief of Staff, Passionfroot
At Jobber we've resolved over 5000 customer inquiries through Fin AI Agent helping us deliver quick, efficient solutions while letting customers get the help they need anytime.
Sarah King
Knowledge Base Mgr, Jobber
At Ninety, we've pushed Fin AI Agent resolution rate beyond 60% — returning countless hours to our incredible chat support team and saving us thousands of dollars.
Thomas Mains
Technical Writer, Ninety
@intercom [...] Would massively recommend Intercom as a support product - great UX for both sides, and very powerful.
accuRx
@accuRx
For our team, Intercom's FIN AI Copilot has changed everything. Our operations and communication quality have significantly improved as a result of our capacity to rapidly access knowledge, automate responses, and provide real-time customer support.
Lisa J.
Customer Success Manager
It's almost like all websites I visit with that @intercom chat button I instantly associate them with great customer service. Just like @Intercom intended. 😀
njooroge
@njooroge
Now enter Intercom — your sleek, smart, AI-powered wonder. It’s like having a personal assistant that’s available 24/7, knows your favourite coffee order, and can predict your next move before you even think it.
Richard Le Bas
Managing Director, SCSS
We've resolved one of our biggest challenges by employing Fin AI Agent to provide quick and accurate responses to all our clients, enhance client satisfaction and streamline our support process.
Onee Yekah
Product Manager, Omnicart
“Installing @intercom when you've tried a lesser platform is like hitting hyperdrive. Or maybe ludicrous speed.”
Markham Nolan
Co-founder of NOAN
"Best Support tool out there"
Fin is a game-changer! We use Intercom every day, and Fin is doing the heavy work for us at the moment. He helped our support team focus on more complex support issues and lifted almost 50% of our day-to-day job.
Kostas S.
Technical Support Manager
We’ve integrated Intercom’s groundbreaking AI tool, Fin, into our team—our version, Billie, has become an invaluable member of the support crew. She’s working 24/7, deflecting and resolving our most common inbound conversations!
Will Patterson
Head of CX, Boulevard
Intercom's Fin AI Copilot is the first highly useful AI feature I've used in SaaS. They nailed the LLM interactions with automated prompts, making our adoption of AI in customer success incredibly seamless.
Filip Mark
Chief of Staff, Passionfroot
At Jobber we've resolved over 5000 customer inquiries through Fin AI Agent helping us deliver quick, efficient solutions while letting customers get the help they need anytime.
Sarah King
Knowledge Base Mgr, Jobber