Customer stories

Success stories from companies like yours

Filter to find the most relevant examples from over 100 companies around the world.

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Anthropic
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Lightspeed
Amazon
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Anthropic
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Lightspeed
Amazon
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Anthropic
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Lightspeed
Amazon
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Anthropic
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Lightspeed
Amazon
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Zapiet
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Nuuly
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Zapiet
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Nuuly
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Zapiet
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Nuuly
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Zapiet
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Nuuly
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Medallia
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monday.com
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Medallia
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monday.com
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Medallia
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monday.com
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Medallia
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monday.com
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Atlassian
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Coda
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Atlassian
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Coda
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Atlassian
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Atlassian
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Coda

112 Customer Stories

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How Lightspeed achieves up to 65% resolution rate with Fin AI Agent

We spoke with Lightspeed Commerce about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction.

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Fin AI Agent involvement rate Fin AI Agent resolution rate 
Nuuly

Nuuly makes CX smoother and faster – and support roles more fulfilling and exciting – with Fin AI Agent. This human-AI approach led to 38% of queries being resolved instantly, a 20% reduction in response times, and an impressive CSAT score of 95%.

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RB2B

"We doubled our user base, but we're fielding 45% less inquiries thanks to Fin AI Agent over email. The efficiency and time savings are game changers."

Robb ClarkeHead of Technical Operations
 
"Intercom is a complete customer service solution. Its modern interface makes delivering exceptional support seamless, and ongoing product innovation keeps us ahead of the curve. Their AI assistant, Fin, has transformed our operations and since implementing the service we’ve seen improvements across our support metrics."
Lee BurkhillProject Executive, MONY Group
MONY Group
mony-group-lee-burkhill
 

How Synthesia managed a 690% spike in customer contact without increasing headcount using AI and automation

We spoke with Synthesia about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI.

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Additional monthly queries handled with same headcount Fin AI Agent resolution rate 
tado°

Since implementing Intercom in 2019, tado° has evolved from specializing in smart thermostats to entering the energy provider market. Fin AI Agent has been critical in empowering the team to extend fast, tailored support to new, distinct customer bases.

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Eleos

"Intercom's AI bot, Fin, is one of the best solutions I have ever come across."

Kiruba Shankar EswaranCEO & Co-Founder
 
"The results we have seen with Fin are groundbreaking, double-digit gains in engagement and resolution rates. Never have I seen a piece of technology so seamless to integrate, just a few clicks and you suddenly have a 24/7 new teammate!"
Sam FordeMerchant Support Manager, Zapiet
Zapiet
zapiet-sam-forde
 

No more compromises: How Firsty delivers fast, high-quality support while keeping costs low with Intercom’s AI-first platform

We spoke with Firsty about the challenges the team faced as a new business trying to differentiate itself in the telco space, and their secret to gaining a competitive edge (spoiler alert: it’s best-in-class customer service).

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Salary costs saved per month Automated resolution rate 
Birdie

With Intercom and Fin, the Birdie team can now confidently support a rapidly growing customer base. The efficiency gains brought about by AI and automation have enabled them to reduce forecasted headcount growth to meet rising demand by 30%.

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Tibber

"Fin AI Agent's new personalized answers feature has been a game changer for us. In just one week, it resolved over half of the queries we received that previously required manual intervention – questions like 'What's the due date of my invoice?' It's brilliant, and we're super happy about it!"

Jens NäsholmHead of Automated Support and Tooling
 
"Our Lightspeed customer service agents are dramatically more efficient when using Fin AI Copilot. In testing, agents using Fin AI Copilot were able to close 31% more customer conversations daily, compared to agents not using Fin AI Copilot."
Angelo LivanosSenior Director, Global Support, Lightspeed
Lightspeed
Angelo Livanos, Senior Director, Global Support - Lightspeed