AI Transformational Stories

How Fin's own support team reached 83% automation and rebuilt around AI  Our support team set out to become Fin’s best reference customer. That meant rebuilding our support model around AI, not retrofitting AI onto the operation we had.Here’s what changed: Created dedicated knowledge management and conversation design roles. Established clear ownership across AI Support, Human Support, and Support Operations & Optimization. Made ongoing content improvement part of the team’s work. Shifted human support toward complex technical queries and proactive, consultative support. Today, Fin automates 83% of our total support volume with an 84% CX Score. Support demand has increased by nearly 300%, reaching around 70,000 questions a month, without a corresponding increase in headcount.                                          Read the full story

How Personio achieved their biggest-ever drop in human support contact rate during their busiest month  As one of Europe's leading HR software platforms, Personio supports 16,000 companies and 1.5 million employees. That scale translates into roughly 40,000 support conversations every month. With Fin, Personio:• launched ahead of their busiest month of the year• resolves around 80% of all conversations automatically, which equals to ~30,000 resolutions every month• reduced human support contact rates by 25–30% globally and by 40–50% in the small business segmentBut what stood out beyond the automation was the visibility. Fin helped the team understand where customer experience was breaking down, uncover documentation gaps, identify product limitations driving support demand, and spot opportunities to improve internal processes.                                               Read Full Success Story Here

✏️ New customer story: How Nuuly turned AI savings into higher pay for its support teamBack in 2024, Natalie Hurst joined us on stage at our very first Pioneer to share her story as one of the very first customers to try Fin. Now, nearly two years on, Nuuly is one of the best examples we have of where that journey leads. This is the story to send anyone who hears "AI in customer service" and pictures layoffs.The headline numbers:$359,000 in salary savings in just six months 95% CSAT held steady while subscribers grew 40% in a single year Fin resolves 35% of ~80,000 monthly conversations end to end Team stayed under 80 people against a five-year plan that projected 120+The bits that make this one special:Nuuly took the $359K Fin saved them and put it into higher pay and better career paths for their support team. Fin handles some of their most complex, highest-volume requests end to end. Pauses, cancellations, and refunds used to mean cross-checking multiple systems by hand. Fin now res

“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.  

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 expectationsFor a highly regulated, highl

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 shift toward a future where AI amplifies human capability

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 headcountFor Topstep, AI is about amplifying their human team, turning every channel into a faster, smarter, round-the-clock experience for traders everywhere.Whet

 “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-value conversationsBefore Fin, rapid growth meant hiring and training more agents. Now, Underdog can support their customers