customer_support · finance · workflow
Inter manages 60k daily customer conversations with under-1-minute FRT using Intercom
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.
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 virtual assistant
Babi is the first point of contact when customers need help.
Tools used
IntercomIBM WatsonSalesforce · partnerArticles
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.
Results
Time savedless than one minute
Volume60,000
Grounding & classification
Source type: vendor customer story
32 fields verified against source quotes.
chatbotconversational aisupport agentchat transcriptknowledge basehuman review describedmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedbankingfinancial servicescustomer satisfactiondeflection rateresponse time reductionthroughput increasevendor customer storycustomer supportticket triageautonomous resolutionescalation workflow