Providing support that addressed these challenges was urgent and, while the team’s legacy setup had served them well in the past, it was no longer keeping up with the pace of change.

They relied on two of the most established vendors in the market – one for ticketing, the other for live chat, with heavy reliance on vendor-led bots and professional services. “Every change was a project,” Dror shares. “It was slow, expensive, and rigid. We couldn’t iterate fast enough to keep our users safe.”

The support team wanted to own their automation stack. Not just configure it – own it. So they went looking for a solution that promised consolidation, flexibility, and real-time adaptability. That’s when they found Intercom’s AI Agent, Fin.

Support at Consensys is now designed to be AI-first, with Fin’s AI Agent at the center of their support strategy. They have a dedicated team focused on Fin optimization, while human agents are freed up for high-touch, high-context queries.

“The team isn’t strapped anymore,” says Yair. “They’re doing the complex, valuable work humans are best at. Fin handles the volume.”

The impact has been transformative:

• Performance results: Fin now handles nearly 20,000 monthly resolutions with 90% involvement in conversations and and a resolution rate of over 70% that continues to grow.

• Fraud prevention: Faster, more accurate responses with 24/7 availability help close the critical “window of opportunity” that scammers exploit when legitimate support is unavailable or delayed.

• Strategic support model shift: The team now follows an AI-first support model, with complete control and ownership over automation configuration and workflows.

• Worldwide coverage: Real-time translation capabilities now serve users across nearly 200 countries in dozens of languages, extending high-quality support across Consensys's entire global user base through multiple channels, including Messenger and email.

• Privacy and security: Custom masking, routing controls, and Fin guardrails specifically tailored to Web3 privacy and security risks have been implemented, ensuring anonymous users stay protected while receiving quality support.

• Customer satisfaction: Customers routinely praise Fin in 5-star reviews, often believing they're interacting with human agents due to the quality and personalization of responses.

• Boosted team morale: Support agents now spend their time on high-touch queries that require human expertise and relationship building, dramatically improving job satisfaction.

These gains have been huge. But, for a company built on innovation, solving one challenge only reveals the next opportunity – and Consensys is already setting their sights on new frontiers.

With Fin deployed for core channels like Messenger and email, Consensys is looking toward community support – spaces like Telegram and Discord, where users gather en masse and misinformation can spread fast.

“We’d love to bring Fin into those environments,” Dror says. “Right now, that’s one of the hardest jobs on the team, trying to manage the volume and tone of community conversations in real time.”

They're also exploring where else Fin can drive improvements – whether that's smarter in-product help, better self-serve content, or surfacing insights back to product teams.

“We want Fin wherever it can help,” says Yair. “Not just answering tickets, but improving how users interact with the product, and how we learn from those interactions.”

For a team operating with anonymous users, unpredictable volumes, and strict security requirements, Fin was a fast, effective fit – transforming how support works in one of the most complex environments in tech.

That shift is already underway. And now, they plan to push it further.