How Lightspeed handled most of its support volume with Fin
Lightspeed, a commerce platform for merchants in more than 100 countries, put Fin in front of its multi-region, multilingual support queue and gave its human agents Copilot. Intercom reports that Fin now resolves a large share of conversations and CSAT held steady.
The problem
Lightspeed's contact center had hundreds of agents handling high volumes across several regions and languages. The support team wanted to handle that volume more efficiently without lowering service quality.
How they did it
- Trained the team with Fin Academy and added in-house modules built around Lightspeed's own processes.
- Ran A/B tests across several product workspaces, then moved to full deployment instead of a slow phased rollout.
- Ran a 'hypercare' period after launch, with dedicated Slack channels for fixing issues in real time.
- Told agents and nearby teams about the change early and agreed shared goals with leadership.
Results
- Intercom reports a Fin resolution rate of 65% and a Fin involvement rate of 99%.
- On launch day, 35-40% of conversations didn't need a team member. This later rose to upwards of 60% AI handling across most products.
- Agents using Copilot closed 31% more conversations per day.
As reported by the source (Fin (Intercom) customer story); AgentGid did not measure these figures.
This suits a support organization with large, multilingual volume, a dedicated rollout team and an existing help desk, not a small team wanting a quick install. Watch the pricing: Fin charges $0.99 per outcome, plus $29 per seat per month on the Intercom helpdesk, so cost scales with resolutions. The 65% resolution rate is Intercom-reported. Rasa (Free) is an open-source option for smaller volumes, but it needs developer effort.
The agents used here
AI customer agent that answers and resolves support conversations over chat, email, voice and messaging channels, either natively inside the Intercom…
- Price
- $0.99/outcome
- Gid Score
- 36 #9 in Support
AI coding assistant from GitHub offering completions, chat and agent mode in IDEs, a terminal CLI, a desktop app and a cloud agent that works on assi…
- Price
- Free + $10/mo
- Gid Score
- 71 #2 in IDEs
Similar use cases
JustHTML: a Python HTML5 parser built with coding agents that passes html5lib tests
A developer spent his off-hours using Copilot agent mode with several models to build a dependency-free HTML5 parser, and wrote up every stage, including a full restart.
JustHTML is about 3,000 lines of Python with 8,500+ tests passing.
Generate unit and integration tests with GitHub Copilot
GitHub's tutorial uses Copilot Chat to write a unit test suite for a class, then integration tests that mock an external notification service, and then asks what coverage is still…
A unit test suite that covers edge cases, exceptions and data validation.
Assign a GitHub issue to Copilot and get back a pull request
You assign an issue to Copilot just like a teammate. It works in the background, pushes its changes to a pull request and asks you to review it.
Copilot investigates the task, pushes its changes to a pull request and then requests your review.
Guides
What Is an AI Agent? A Practical Explanation With Real Examples
What makes software an AI agent, how agents differ from chatbots and plain language models, the main types in use today and how to judge one.
AI Customer Support Agents: Pricing Models and What They Cost
How AI agents for customer and technical support are priced: per resolution, per conversation, credits or seats, with the listed prices of the main products and what to check before you commit.
Best AI Agents in 2026: Live Rankings by Category
The leading AI agents for coding, design, research, data, marketing, sales, support, HR, finance, legal, DevOps and security, ranked by public usage data that refreshes daily, with prices and free options.
AI Agent Statistics 2026: Live Usage, Growth and Activity Data
Current statistics on AI agents from public data: package downloads, editor installs, GitHub stars, pull requests opened by coding agents, release pace and benchmark results. Updated daily.