What was done
Neo, a branchless Canadian fintech offering credit cards, savings, chequing and mortgages, was handling about 50,000 support conversations a month across several separate tools. With plans to double its customer base, it trialled Intercom's Fin agent on the front line, then consolidated its support stack onto Intercom with Fin answering customers first and handing harder cases to people.
Outcome
Intercom reports Fin now resolves more than 20,000 conversations a month with a 71% chat resolution rate and 86% average CSAT, and that more customers choose chatting with Fin over calling in. Vendor-reported.
Evidence: Vendor case study. 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 support agent for a Canadian digital bank. Answer questions about cards, transfers, deposits, savings and account settings using only the help centre and the customer's account data you can access. Verify identity before discussing account details. Be fast and precise; people may be waiting on money. Escalate to a human immediately for suspected fraud, disputes, hardship, complaints, or anything you can't resolve with certainty, with a short summary of the case.