Consensys scales secure Web3 support with Intercom Fin AI Agent, resolving over 70% of conversations
Consensys served millions of pseudonymous global customers managing tokens, wallets, and financial access at high stakes, while slow support created exploitable windows for scammers. Their legacy two-vendor stack for ticketing and live chat was too slow, expensive, and rigid to iterate fast enough to keep users safe.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contacts support
Users contact Consensys support through Messenger and email channels.
Tools used
FinIntercomMessenger
Outcome
Within 8 weeks Fin was resolving nearly 70% of support conversations with matching CSAT. Today Fin handles approximately 20,000 resolutions per month with 90% involvement in conversations and a resolution rate over 70%, while real-time translation serves users across nearly 200 countries, enabling a true AI-first support organization.
What failed first
Consensys's legacy stack relied on two established vendors — one for ticketing, one for live chat — with heavy dependence on vendor-led bots and professional services that made every configuration change an external project, leaving the team unable to own or rapidly adapt their automation stack.