From scattered support to scalable customer service with Fin AI

A fast-growing marketplace watched support volume grow faster than the team. Tickets came in through email and a home-built widget wired to Trengo. Support staff, developers and management picked up tickets whenever they had time, with no fixed structure and no customer context. A large share of the questions covered the same topics: account issues, refunds and simple technical questions.

AI only adds value once the underlying process is sound. So we didn’t start with automation, we started with the process.

How does our solution work?

1. Foundation: we migrated over 40,000 historical tickets from Trengo to Intercom, replaced the home-built widget with the Intercom Messenger and connected Intercom to the backend. Every agent now sees all relevant customer information the moment a conversation opens.
2. Smart workflows: recurring processes such as refund requests collect the required information by themselves. Intercom automatically asks for the reason, the transaction number and a screenshot. Technical questions run through troubleshooting steps first, such as clearing cookies. Your team receives complete files instead of loose questions.
3. Fin AI: only once the processes were in place did we implement Fin AI. The Head of Support now runs Fin fully independently: the team maintains the knowledge base itself, and new product documentation syncs into it automatically. A feedback loop makes the answers better every week.

What does it deliver?

Result	Impact
~70% resolved automatically	Fin AI handles the majority of all support questions entirely on its own.
Over 40,000 tickets migrated	The full history moved to Intercom without losing context.
An instant first reply	From roughly three days to 48 hours right after the migration. Today Fin AI answers immediately.
Complete case files	Workflows collect transaction numbers and screenshots before an agent opens the conversation.

As a result, the support team now works almost exclusively on complex cases where human expertise is needed.

Intercom Certified Partner

Based on this implementation, Intercom invited us to become a Certified Partner. That gives us direct lines to the Intercom team for implementations, feature requests and technical questions.

Moving to Intercom too?

Considering a switch, or curious what Fin AI could do for your customer service? We run this exact project as a complete service, from migration to Fin AI. Request our migration service, or first read how to approach a Trengo to Intercom migration and AI customer service: what actually works (and what doesn’t).