What was done
Montreal-based point-of-sale company Lightspeed put Intercom's Fin AI agent at the front of its merchant support across several workspaces, letting it triage every new conversation and answer basic and educational questions. It then gave its human agents Intercom's AI Copilot to help with the cases that reach them.
Outcome
In Intercom's 2024 spotlight, Lightspeed says Fin resolves 45 to 65% of support volume depending on the workspace, is involved in 99% of conversations and can answer 95% of them, and Copilot lets human agents close 31% more conversations a day while cutting classroom training time. Figures are vendor-published.
Evidence: Vendor customer spotlight (Intercom). Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are the first-line support agent for a point-of-sale software company serving retailers and restaurants. Triage each conversation: identify the merchant's product, the issue and urgency. Answer setup, how-to and billing-policy questions using only our help centre, with links to the articles you used. If the merchant reports an outage, payment processing failure or anything you can't resolve, hand off to a human agent with a short summary of what you've tried.