Customer support · Production

Lightspeed Commerce achieves up to 65% AI resolution rate with Intercom Fin AI Agent

The problem

Lightspeed's contact center of hundreds of agents handled high volumes of basic, low-complexity customer support queries across multiple regions and languages, consuming agent time that could be better spent on complex issues.

Workflow diagram · grounded in source
1
Customer conversation arrives
trigger
“triage of a new conversation is being done by Fin”
2
Fin AI triage and answer
ai_action
“Fin is now involved in 99% of our conversations, and is able to provide an answer to 95% of them – even more complex ones”
3
Autonomous resolution by Fin
ai_action
“Fin is currently resolving between 45-65% of our support volume across our workspaces”
4
Route complex queries to human agents
routing
“fewer basic queries reached them, leaving space and time to focus on more complex issues”
5
Agent-assisted handling with Copilot
ai_action
“decided to roll out Copilot which has resulted in their support agents being able to close a whopping 31% more conversations daily”
Reported outcome

Fin AI Agent now resolves between 45–65% of support volume autonomously and is involved in 99% of conversations.
With Copilot, support agents close 31% more conversations daily. Overall AI handling across products reached upwards of 60%, freeing agents to focus on complex issues.

Reported metrics
AI resolution rateup to 65%
agent conversations closed daily with Copilot31% more
Fin resolution rate across workspaces45-65%
AI handling rate across productsupwards of 60%
Show all 10 reported metrics
AI resolution rateup to 65%
agent conversations closed daily with Copilot31% more
Fin resolution rate across workspaces45-65%
AI handling rate across productsupwards of 60%
Fin conversation involvement rate99%
Fin answer rate95%
Day-one AI handling rate35-40%
CSAT stability post-rolloutremained stable
human handling time per casehuman time is being reduced on each case
training time reduction with Copilottraining times are being reduced
Reported stack
Fin AI AgentCopilotIntercomIntercom AcademySlack
Source
https://www.intercom.com/customers/lightspeed
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Fin AI Agent now resolves between 45–65% of support volume autonomously and is involved in 99% of conversations.

What tools did this team use?

Fin AI Agent, Copilot, Intercom, Intercom Academy, Slack.

What results were reported?

AI resolution rate: up to 65%; agent conversations closed daily with Copilot: 31% more; Fin resolution rate across workspaces: 45-65%; AI handling rate across products: upwards of 60% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer conversation arrives → Fin AI triage and answer → Autonomous resolution by Fin → Route complex queries to human agents → Agent-assisted handling with Copilot.

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