Fundrise resolves 50% of support volume with Intercom's Fin AI agent
Fundrise's Investor Relations team handled all support via email and phone with no chat capability, fielding questions ranging from basic account issues to complex investment inquiries. Routine low-complexity questions consumed resources that should have been spent on high-value cases, creating an unsustainable load and forcing trade-offs between response speed, quality, and team size.
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 submits support question
Customers submit questions ranging from high-level inquiries to complex questions around investment strategy and property underwriting.
Tools used
IntercomFin
Outcome
Less than three months after launching Fin, more than 50% of Fundrise's total support cases are handled by AI. During the seasonal tax spike Fin fielded almost the entirety of the volume, yielding a nearly 50% year-over-year reduction in cases. Fin's response accuracy improved from 80% to north of 95% without any technical resources, and the tool reshaped Fundrise's hiring roadmap for the Investor Relations team.