# How is MPB using an AI agent for customer support?

> MPB, a used camera gear marketplace, uses Fin globally. Intercom reports Fin resolving nearly 10,000 conversations a month, resolution rising from 25-30% to 40-50%, and an 83% Customer Experience Score.

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

## Reported outcomes
- monthly conversations resolved: nearly 10,000 [1] (self-reported)
- resolution rate: from 25-30% to a consistent 40-50% [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

## Sources
1. Intercom (Fin), "MPB and Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/mpb>
   > "Since launch, MPB has doubled its resolution rate, rising from 25-30% to a consistent 40-50%."

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