Case Study: Intercom improves Fin’s AI support answers with Apify web crawling

Intercom resolves 18% of support queries with Apify

Intercom, a market leader in customer service solutions, faced the challenge of feeding external web data to its new AI chatbot, Fin, to make its answers more accurate. To avoid building a complex web crawler in-house, which would divert focus from its core mission, the company sought an external vendor and selected Apify for a pilot integration.

Apify provided a production-ready, cloud-based web crawler accessible via API within a month. This solution allowed Fin to ingest data from external sources like documentation websites and blogs. As a result, Fin successfully resolved 18% of all support queries, leading to significant time savings for Intercom's support team and enabling the company to bring its AI-powered chatbot to market faster.

Intercom