Case Study: Fundrise resolves 50% of support volume with Intercom Fin AI Agent

How Fundrise resolves 50% of its support volume with Intercom’s Fin

Fundrise, the online investment platform with over 2 million users, was struggling to keep up with growing support demand using email and phone alone. Its Investor Relations team was spending too much time on repetitive, low-complexity questions, while still needing to provide thoughtful answers for more complex financial issues. Fundrise turned to Intercom and its Fin AI Agent to help scale support without sacrificing quality.

Intercom implemented Fin by training it on Fundrise’s help center, investor updates, and marketing content, then rolling it out gradually with performance monitoring. The results were strong: within less than three months, Fin was handling more than 50% of total support cases, cutting year-over-year case volume by nearly 50% during seasonal spikes. Intercom also helped Fundrise improve Fin’s response accuracy from 80% to over 95% without using technical resources.

Fundrise

Luke Ruth

Chief Product Officer