Case Study: Underdog achieves instant, scalable player support with Intercom

How Underdog uses AI to scale player experience

Underdog, one of the fastest-growing names in fantasy sports, needed a better way to handle surges in customer support during live events, where conversations could spike by more than 7,000 in 48 hours. With real money, fast-moving game action, and high customer expectations, the team turned to Intercom’s Fin AI Agent to help scale support and deliver instant answers.

Intercom implemented Fin AI Agent to deflect repetitive queries while keeping agents in control and meeting regulatory guardrails during live events. The result was nearly 80% of peak-volume questions handled instantly, helping Underdog deliver faster, more consistent, and trusted support at scale.

Underdog

Andre Gamboa

Director of Customer Support