# How did Homeworks raise chat resolution with an AI agent?

> Homeworks moved from keyword-rule bots that resolved only 20 to 30% of chats to Intercom's Fin. Intercom reports an 85% Fin resolution rate and 92% involvement.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Homeworks (home services company)
- **Industry:** Consumer Products & Retail — Home services
- **Roles:** Customer Support
- **Tools:** Fin AI Agent (Intercom)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- Fin resolution rate: 85% [1] (self-reported)
- prior bot resolution: 20 to 30% of chats [1] (self-reported)

## How it works
1. Fin answers inbound support conversations using the company's help content.
2. Hands unresolved conversations to human agents.

## Risks & compliance
- Incorrect answers to customers; escalation paths needed
- Vendor-published results; not independently audited

## Sources
1. Intercom (Fin), "Homeworks and Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/homeworks>
   > "every reply had to be built manually with keyword rules, and the bot resolved only 20 to 30% of chats."

Canonical: https://agentcasefile.com/cases/homeworks-fin-ai-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile