Case Study: Birdie Care achieves higher CSAT and support automation with Intercom

Soaring satisfaction Birdie Care’s support automation success

Birdie Care, a healthtech company, was exploring AI-powered support but faced significant concerns about data privacy and the risk of customers sharing personal information in chat. The team was especially cautious about using Intercom’s AI chatbot, Fin, because their product involves sensitive user data and they needed confidence that the solution would be safe and effective for complex support queries.

Intercom helped Birdie Care validate the risk and value of Fin by testing 500 historical queries and then trialing the chatbot with 100 partners. After reviewing privacy concerns and narrowing to low-risk queries, Birdie Care expanded usage and boosted auto-resolution to 22%, while also maintaining about 90% CSAT for the last 12 months.

Birdie Care

Luke Cullimore

Senior Revenue Operations Lead