# How is Swyftx using an AI agent for crypto exchange support?

> Swyftx, an Australian crypto exchange, uses Fin for support. Intercom reports a 48.5% increase in automated resolution rate and 40+ hours a week saved for the support team.

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

## Reported outcomes
- automated resolution rate: 48.5% increase [1] (self-reported)
- team time saved: over 40 hours per week [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
- Financial-services account security

## Sources
1. Intercom (Fin), "Swyftx and Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/swyftx>
   > "Since implementing Fin, Swyftx has seen a remarkable 48.5% increase in automated resolution rate, saving the team over 40 hours per week."

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