Case Study: Consensys achieves secure, AI-first support at scale with Intercom

How Consensys scaled secure support with Fin AI Agent

ConsenSys, the Web3 company behind MetaMask, needed a faster and more secure way to support millions of pseudonymous users across a global, high-stakes environment. Its legacy ticketing and chat setup was slow, rigid, and difficult to adapt, creating risk when customers needed real-time help managing assets.

Intercom’s Fin AI Agent and Intercom Suite gave ConsenSys an AI-first support model with no-code control, unified messaging, and strong privacy guardrails. Within 8 weeks, Fin was resolving nearly 70% of conversations, and it now handles about 20,000 resolutions per month with a 90% involvement rate, improving CSAT and reducing the time scammers have to exploit delays.

ConsenSys

Dror Avieli

VP Customer Success