# What share of support volume does Intercom's Fin resolve at Lightspeed?

> Point-of-sale company Lightspeed rolled out Intercom's Fin AI agent across a multi-region, multilingual contact center. Lightspeed reports Fin resolves 45–65% of support volume across its workspaces and is involved in 99% of conversations.

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

## Reported outcomes
- resolution rate: 45–65% of support volume [1] (self-reported)
- involvement: Fin involved in 99% of conversations [1] (self-reported)

## How it works
1. Fin answers inbound conversations first across products and languages.
2. Unresolved conversations go to human agents, who use Intercom's Copilot.

## Risks & compliance
- New human agents see fewer basic queries, which affects training (noted by Lightspeed)

## Notes
- Source page is undated; accessed 2026-10-17.

## Sources
1. Intercom (Fin), "How Lightspeed achieves up to 65% resolution rate with Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/lightspeed>
   > "Fin is currently resolving between 45-65% of our support volume across our workspaces."

Canonical: https://agentcasefile.com/cases/lightspeed-fin-support-automation/ · License: CC BY 4.0 (summary) · Source: Agent Casefile