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 automation far beyond initial expectations
For a highly regulated, highly emotive industry, Fin’s integrated front end, multi-brand configuration, and roadmap alignment were critical in helping IG Group deploy AI safely and confidently, without heavy development work.
As Hannah and Hayley put it, the future of personalized and predictive support is going to be “completely transformed.” And IG Group is already moving toward that future today.