# How is IG Group using an AI agent for trading customer support?

> IG Group uses Fin for customer support. Intercom quotes IG reporting chat deflection of up to 70%, an 80% Fin resolution rate, and "millions of dollars" in cost savings.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** IG Group (online trading platform)
- **Industry:** Banking & Financial Services — Online trading / brokerage
- **Roles:** Customer Support
- **Tools:** Fin AI Agent (Intercom)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- chat deflection: up to 70% [1] (self-reported)
- Fin resolution rate: 80% [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; human review and escalation paths needed
- Vendor-published results; not independently audited
- Financial-services disclosures and account security

## Sources
1. Intercom (Fin), "IG Group and Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/ig-group>
   > "Some of our deflection rates on chat have reached highs of up to 70%, which is really great for us."

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