MONY Group scales AI-powered customer support with Intercom Fin, resolving 64% of queries across chat and email
MONY Group's support team was handling more than 25,000 conversations a month in a tightly regulated environment, creating burnout risk and an ever-present queue. Customer expectations had shifted toward real-time answers, and their existing Zendesk setup lacked the automation and flexibility to keep pace.
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
Fin is the first point of contact in 98% of conversations across MoneySuperMarket and Quidco.
Fin now resolves 64% of queries across chat and email, including complex cashback and reward eligibility questions, and is the first point of contact in 98% of conversations across MoneySuperMarket and Quidco, transforming the most common query type from a manual team effort into an instant, frictionless experience.
What failed first
MONY Group evaluated Zendesk's own AI offering but found it insufficiently reliable and compliant for a regulated financial services environment; it was described as not 'bulletproof' and not built for real-time conversations.