"I’m a big fan of utilizing technology, because you can hire more people to answer customers’ questions, but it’s expensive and unscalable."

“Fin is only as good as the information it’s provided, and that’s where we came in, We focused on simplifying language, creating scannable support articles, and ensuring key terms and abbreviations are well-explained. Formatting, like numbered and bulleted lists, is also very important when it comes to AI content digestion.”​

“Intercom’s workflows make our team more productive, and our customers like how easy it is to get an answer from us.”

“There’s still skepticism in healthcare around AI, and that’s understandable as healthcare is held to a higher standard, But with the right safeguards and the right partner, it’s absolutely possible to scale safely and deliver better experiences.”

"With Fin, we saw an AI agent that could give customers accurate answers quickly – and crucially, escalate to a teammate when needed, whether that’s a member of the customer team, a clinician, or a health coach, That was key for us."

“We’d love to bring Fin into those environments, Right now, that’s one of the hardest jobs on the team, trying to manage the volume and tone of community conversations in real time.”

“We want Fin wherever it can help, Not just answering tickets, but improving how users interact with the product, and how we learn from those interactions.”

“AI isn’t replacing people, It’s giving people the space to do more meaningful work. That’s the future we’re building toward.”

“I’ve always pushed our team to proactively reach out to users when they’re in the app with suggestions on how to better use our product. By automating inbound chats, we were able to drastically increase the amount of proactive outreach to in-app users. This resulted in more booked calls for …

“It’s an ongoing initiative. We’re constantly creating Snippets based on chats that land in the support inbox when Fin misunderstood a query, It was very rewarding seeing the results improve as we optimised our knowledge base for Fin.”

“Unlike many of our competitors, customer service is central to our product.”

“Instead of spending their days handling frustrated customers, our team is now focused on solving meaningful problems and genuinely helping people. That changes everything,”

"We wanted a system that could support customers reliably, at scale, and still feel personal because we recognize our customers’ financial journeys are deeply personal.”

"My perception of what Fin could do completely changed. It went from being just another bot to something we could trust – smart enough to learn fast, pick up nuance, and deliver accurate answers.”

“We’re the middleman between real-time game chaos and customer clarity, If a player gets injured or a withdrawal is delayed, support is where customers turn first and they expect instant answers.”