Case Study: Intercom achieves up to 86% support resolution with Anthropic's Claude

Intercom provides customer service tech that delivers up to 86% resolution rates with Claude

Intercom, a customer service platform, faced the challenge of scaling high-quality support. Traditional models were inefficient, with stretched teams unable to provide instant, human-quality answers to customers. Choosing Anthropic's Claude platform, Intercom sought to build an AI agent that could truly resolve queries rather than just deflect them.

By implementing Anthropic's Claude, Intercom built its AI agent, Fin, which delivers personalized, conversational support. The solution dramatically reduced response times from 30 minutes to seconds and achieved up to an 86% resolution rate. Claude enabled Fin to provide responses in over 45 languages, allowing Intercom's support to scale effectively for its 25,000 customers while freeing human agents to handle more complex issues.

Intercom

Fergal Reid

Vice President of AI