Case Study: Lightspeed achieves up to 65% resolution rate with Intercom's Fin AI Agent

How Lightspeed achieves up to 65% resolution rate with Fin AI Agent

LightSpeed needed a smooth, well-coordinated AI rollout across a large, multilingual, geographically distributed support organization. To prepare, the company worked with Intercom and used Intercom Academy for foundational training as part of its adoption of Fin AI Agent.

Intercom supported LightSpeed with training, enablement, testing, and a post-launch hypercare model that included dedicated Slack channels and forums. This approach helped the rollout go live successfully and contributed to up to a 65% resolution rate with Fin AI Agent, while keeping teams aligned and able to resolve issues quickly.

LightSpeed

Angelo Livanos

Senior Director of Global Support