AI Transformation Stories

For IG Group, a global leader in online trading and investing, every customer service interaction carries weight. Their customers are making decisions about their money, their futures, and their long-term goals.In this video, Hannah Reid, Chief of Staff, and Hayley Gibbs, Head of T&O Transformation Insights, share how IG Group is reimagining the future of client support with Fin, Intercom’s AI Agent.Their goal wasn’t to cut costs, it was to free their human teams to focus on the moments that truly matter. By shifting routine, high-volume queries to AI, they’re enabling their specialists to deliver the kind of support that turns good service into exceptional experiences.Since adopting Fin, IG Group has:→ Delivered CX Scores in the 90s across channels→ Achieved up to 70% deflection on chat→ Scaled AI support across email, chat, WhatsApp, and multiple languages→ Reduced operational load on human teams→ Accelerated automati

Scaling support in real estate is uniquely challenging: millions of residents, time-sensitive requests, and customers that rely on fast, accurate answers. For AppFolio, who supports 20,000+ property management companies, customer service is, "the heartbeat of why customers are actually buying the software itself."In this video, Guneet Singh, Vice President of Customer Experience & Care, shares how his team moved from a fully human support model to one where Fin, their AI Agent, now handles the majority of frontline conversations with remarkable quality and consistency.Since adopting Fin, AppFolio has:✅ Reached 60–70% AI involvement across support✅ Achieved 60–65% end-to-end resolutions✅ Delivered instant, conversational help instead of canned responses✅ Held an industry-leading CX Score of 93%✅ Empowered their teams through no-code AI configuration✅ Begun redefining roles - from agents to AI leaders and supervisors.This is a

Check out the success story driven by our Intercom Community Top Expert ​@Nathan Sudds 🚀                                                           Full Story Here

In trading, every second counts. Customer support has to move just as fast.In this video, Dennis O’Connor, Director of Support at Topstep, shares how his team handles over 150,000 conversations each month across chat, email, WhatsApp, SMS, and phone – and how Fin, Intercom’s AI agent, helped them scale support while improving speed, accuracy, and service quality.With Fin Voice, their AI phone support, Topstep can now resolve customer questions instantly, from account balances to trading performance, even at 2 AM on the other side of the world. Since adopting Fin, Topstep has:✅ Reached 97% AI involvement across support channels✅ Increased resolution rates to 65%✅ Cut resolution times in half (under one hour)✅ Delivered 24/7 multilingual service through chat, voice, and messaging✅ Raised CSAT scores while scaling without extra headcount

 “The confidence in Fin comes from the data. When you look at the numbers, you can’t really deny what’s happening.”At Underdog, one of the fastest-growing fantasy sports gaming companies on the market, major player updates can trigger tens of thousands of customer inquiries within minutes.Customer expectations are high, support has to handle daily volume surges in real time, and compliance isn’t optional. To meet growing demand without sacrificing quality, the team turned to Fin – not to replace their support team, but to help them scale smarter. Andre Gamboa, Director of Customer Support, shares how Fin has helped Underdog:→ Deflect 7,000+ tickets in 48 hours→ Resolve inquiries at 2x the rate of previous workflows→ Automate updates on withdrawals, deposits, and entry status→ Ensure every response meets regulatory requirements→ Reallocate agents to focus on high-

“We’re outperforming our wildest dreams.”When ZayZoon, a Calgary-based fintech on a mission to save 10 million people $10 billion, set out to put AI at the heart of customer service – they aimed high.With Fin, they’ve already gone beyond. Hear Simon Millichip, SVP of Customer & Risk Operations at ZayZoon walk through how they've achieved:→ An 80%+ self-service rate (well ahead of target)→ $ millions saved in operational costs→ 50,000 conversations handled per month→ Automated document reviews & approvals via APIsFrom instant access to funds at gas stations to streamlining risk operations, this is a real-world example of AI transforming customer experience at scale.