Case Study: Intercom achieves up to 86% support resolution with 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 its support operations to meet modern customer demands for instant, human-quality answers without unsustainable costs or sacrificing the personal touch. Their support teams were stretched thin, and traditional models were failing under the pressure.

By implementing the Claude Platform, Intercom created its AI agent, Fin. The solution from Claude delivers instant, accurate support in over 45 languages, resolving up to 86% of customer queries and reducing response times from 30 minutes to seconds. This has enabled Intercom's customers to handle millions of support queries automatically, allowing human agents to focus on more complex and strategic work.

Intercom

Fergal Reid

Vice President of AI