Case Study: Breathe achieves a 5-star customer experience with Intercom

How Breathe delivers a 5-star customer experience with Fin

Breathe, a customer support team, wanted to deliver fast, empathetic service while reducing repetitive work and improving the accuracy of its AI support. Working with Intercom and its AI agent Fin, the team needed a way to handle common queries well, stay on-brand in tone, and escalate sensitive issues to humans when needed.

Intercom helped Breathe optimize Fin with custom Snippets, clear Fin Guidance rules, and a carefully defined tone of voice so the AI could respond more accurately and humanely. As a result, Breathe improved resolution quality, freed up agents for more complex and proactive support, and even created a new full-time Knowledge Base Manager role to continue scaling its AI strategy.

Breathe

Russell North

Knowledge Base Manager