Case Study: MONY Group achieves compliant AI-powered customer support at scale with Intercom

Scaling smart in a regulated world Inside MONY Group’s AI transformation

MONY Group, a regulated business facing the challenge of scaling customer support safely and compliantly, needed an AI solution that could handle complexity across channels without sacrificing trust or control. The team evaluated several options, including Zendesk AI, but wanted a stronger, more reliable AI Agent. They chose Intercom and its AI Agent, Fin, to help them deliver support at scale while meeting strict compliance requirements.

Intercom implemented the migration smoothly, including transfer of years of conversation history from Zendesk, so MONY Group retained full context for past customer issues. Fin went live quickly and began solving customer problems within weeks, even with imperfect help content. The rollout also helped shift the support team from queue-handlers to AI copilots, improving adoption and confidence.

MONY Group

Lee Burkhill

Project Executive