The use case: how Intercom deploys Claude
Intercom runs Fin 2, its AI customer service agent, on Anthropic's Claude model. It chose Claude after testing models through A/B tests on criteria such as answer accuracy, resolution rate and CSAT.
In the customer’s words
With Claude, Fin answers more questions, more accurately, with more depth, and more speedOther AI tools used by Intercom
Other public relationships recorded on usedby.
AssembledConfirmed
Augment CodeConfirmed
ClayConfirmed
CodaConfirmed
HoneycombConfirmed
IntercomConfirmedClaude users in Sales Tech & CRM
Companies in the same sector, with public evidence.
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Go straight to the source
Based on Intercom’s own page about how it uses Claude. We check the public evidence; the results are reported by the company.
intercom.com- Source published
- Oct 10, 2024
- Last checked
- Nov 11, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 51%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Intercom.
- The numbers in our summaryChecked
Each one is printed on the page.
- The publication dateChecked
Read from the page’s own metadata, never guessed.
- Intercom uses ClaudeChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
With Claude, Fin answers more questions, more accurately, with more depth, and more speed. We’re able to deliver an average resolution rate of 51% across thousands of Intercom customers and millions of conversations, making it the best performing AI agent in the industry.