Case Study: Road achieves 150% ROI and smarter scaling with Intercom

How Fin delivered 150% ROI for Road’s lean support team

Road needed a way to scale support without sacrificing accuracy or trust, and its lean support team relied on Intercom’s Fin AI agent to help handle conversations. The challenge was making sure Fin consistently used the right sources and answered clearly, while keeping the team’s workflow efficient.

With Intercom, Road built a tight feedback loop to review flagged Fin conversations, quickly update help articles, Snippets, and Guidance rules, and improve response quality. Road is also creating a custom Intercom view so agents can flag inaccurate answers in one click. This all-in-one setup gave the team better visibility and faster iteration, and Fin delivered a reported 150% ROI for Road.

Road

Gina Ter Heide

Chief Product Officer and Co-Founder