Case Study: Hospitable.com achieves faster, always-on customer support with Intercom

Hospitable uses Intercom’s AI-powered chatbot Fin to delight customers with lightning-fast support

Hospitable.com, a short-term rental management automation company, had been facing a growing backlog of support requests from hosts who often needed help outside normal business hours. The team had used Intercom for more than six years and turned to Intercom’s AI-powered chatbot, Fin, to provide faster, always-on support without significantly increasing headcount.

Intercom implemented Fin alongside Hospitable’s Team Inbox and knowledge base content to answer common questions and seamlessly hand off complex cases to human agents. The results were strong: Fin cleared 500 backlog queries, now resolves 30% of inbound queries it handles, and helped Hospitable reduce response times by 95%, while 61% of new customers said they preferred faster AI responses over waiting for an agent.

Hospitable.com

Pierre-Camille Hamana

Chief Executive Officer and Founder