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
For Topstep, AI is about amplifying their human team, turning every channel into a faster, smarter, round-the-clock experience for traders everywhere.
Whether you're a startup or an enterprise, if you're exploring AI for support, this story will show you what’s possible when automation meets ambition.