Customer support · Production

Inter manages 60k daily customer conversations with under-1-minute FRT using Intercom

The problem

Inter's previous support setup required humans to answer every inbound query and phone call, making it expensive and not scalable. Unexpected volume surges easily overwhelmed the team, and without a centralized platform, customer calls outside business hours could get lost with no way to track who was calling or why.

Workflow diagram · grounded in source

Customer contacts virtual assistant

trigger

“Babi is our virtual customer support assistant and the first point of contact with our team when they need help”

Babi resolves support requests

ai_action

“Using Babi integrated with Intercom to resolve 60% of support requests”

Complex issues routed to agents

routing

“the team can be freed up to focus on complex or urgent issues”

Agents access CRM context

integration

“Inter also integrates Intercom with its CRM system, Salesforce. With these two platforms integrated, Inter's support agents can quickly get all the context they need to resolve customers' queries, such as their account information, conve…”

Trend analysis for proactive support

feedback_loop

“By being able to keyword search in Intercom, the Inter team can analyze trends in customer conversations and take measures to proactively support them in order to drive down support conversation volume over time”

Self-serve help center

output

“The team leverages Intercom's self-serve support capabilities, such as Articles, to power their help center”

Reported outcome

Inter now manages 60,000 customer conversations daily with a first response time of less than one minute.
Babi resolves 60% of support requests, freeing agents for complex issues, and Inter maintains an NPS score of 81.

Reported metrics

Daily customer conversations60,000

First response timeless than one minute

chatbot (Babi) resolution rate60%

NPS score81

Show all 5 reported metrics

daily customer conversations60,000

first response timeless than one minute

chatbot (Babi) resolution rate60%

NPS score81

initial daily conversations (baseline)11,000

Reported stack

IntercomIBM WatsonSalesforceArticles

Source

https://www.intercom.com/customers/inter

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Inter now manages 60,000 customer conversations daily with a first response time of less than one minute.

What tools did this team use?

Intercom, IBM Watson, Salesforce, Articles.

What results were reported?

Daily customer conversations: 60,000; First response time: less than one minute; chatbot (Babi) resolution rate: 60%; NPS score: 81 (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer contacts virtual assistant → Babi resolves support requests → Complex issues routed to agents → Agents access CRM context → Trend analysis for proactive support → Self-serve help center.

Inter now manages 60,000 customer conversations daily with a first response time of less than one minute.Babi resolves 60% of support requests, freeing agents for complex issues, and Inter maintains an NPS score of 81.