Reduce response time in customer support by up to 95%
Target Audience
SaaS companies, customer support managers, hospitality technology providers
Challenge
Hospitable (formerly Smartbnb), a San Francisco-based SaaS company under 100 employees serving property hosts, faced a backlog of 500+ support queries overwhelming their team. Property hosts frequently needed support outside business hours, and the company was facing pressure to increase support headcount dramatically.
Solution Approach
s one of the first beta customers, Hospitable deployed Intercom's Fin AI-powered chatbot in 2023-2024. The system provides 24/7 automated support coverage, resolving queries without human intervention.
Value Add
Fin resolved 30% of all inbound queries automatically with 95% reduction in response times. The system instantly cleared the 500+ query backlog upon deployment. A company poll found 61% of new customers prefer AI over waiting for human agents.
Image credentials: Petr Macháček/ Unsplash
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