NEW
The 2025 Fintech Customer Service Transformation Report
The 2025 Fintech Customer Service Transformation Report details strategies to scale support during peak demand, stay compliant with evolving regulations, and deliver VIP experiences that drive retention.
What's Inside
01
AI is no longer optional—it’s essential to be competitive
With 93% of fintech support teams investing in AI, delaying adoption risks losing efficiency, compliance, and competitiveness.02
Scale your support to handle unexpected spikes in volume
Fintech companies can now handle surging demand without adding headcount, cutting costs while improving CSAT.03
Customers today expect more, and they're bullish on AI
AI-powered support is becoming the norm, with customers expecting faster, more personalized answers.Fin knows finance—from claims to compliance
With Intercom's AI-first customer service platform, we're now able to provide personalized support at scale, and at a faster pace across all our support channels. We can also anticipate and address customer needs before they even reach out.
Using a combination of Fin AI Agent, help centre and proactive support features, our customers are able to self-serve up to 90% of their queries, leaving our team to focus on the more complex cases.
Less than three months after launching Fin, it now handles more than 50% of our total support cases.
With Intercom's AI-first customer service platform, we're now able to provide personalized support at scale, and at a faster pace across all our support channels. We can also anticipate and address customer needs before they even reach out.
Using a combination of Fin AI Agent, help centre and proactive support features, our customers are able to self-serve up to 90% of their queries, leaving our team to focus on the more complex cases.
Less than three months after launching Fin, it now handles more than 50% of our total support cases.