{
  "id": "uc_2026_000082",
  "slug": "glean-fin-ai-agent",
  "title": "How is Glean using an AI agent for customer support?",
  "answer": "Glean uses Fin across its help center, developer docs, community, and support portal. Intercom reports Fin handling 100% of chats within three months, resolving 83% without a human, with 95% customer satisfaction.",
  "industry": "software-internet",
  "sub_industry": "SaaS",
  "roles": [
    "customer-support"
  ],
  "function": "support",
  "tasks": [
    "support-resolution",
    "email-and-chat-support"
  ],
  "agent_pattern": "autonomous-agent",
  "autonomy_level": 3,
  "tools": [
    {
      "name": "Fin AI Agent",
      "vendor": "Intercom",
      "url": null,
      "affiliate": false
    }
  ],
  "deployment_status": "production",
  "organization": {
    "name": "Glean",
    "type": "enterprise AI search company",
    "named": true
  },
  "outcomes": [
    {
      "metric": "chat automation rate",
      "value": "83%",
      "source_ref": 1,
      "self_reported": true
    },
    {
      "metric": "customer satisfaction",
      "value": "95%",
      "source_ref": 1,
      "self_reported": true
    }
  ],
  "sources": [
    {
      "url": "https://fin.ai/customers/glean",
      "publisher": "Intercom (Fin)",
      "title": "Glean and Fin",
      "published": null,
      "type": "vendor-customer-story",
      "quote": "83% of these chats were resolved by Fin without a human needing to step in, with a high customer satisfaction rate of 95%.",
      "independent": false,
      "accessed": "2026-10-17",
      "ref": 1
    }
  ],
  "how_it_works": [
    "Fin answers inbound support conversations using the company's help content.",
    "Hands unresolved conversations to human agents."
  ],
  "risks_compliance": [
    "Incorrect answers to customers; human review and escalation paths needed",
    "Vendor-published results; not independently audited"
  ],
  "medtech_relevance": null,
  "notes": [],
  "models": [],
  "integrations": [],
  "related": [],
  "first_seen": "2026-10-17",
  "last_verified": "2026-10-17",
  "sponsored": false,
  "license": "CC BY 4.0 (summary text); quotes and sources belong to their owners",
  "evidence_grade": "B",
  "grade_rationale": "Named organization with a quantified outcome from the vendor or the organization itself (self-reported).",
  "verification": {
    "checked": "2026-10-17",
    "checker": "pipeline.verify (quote match + outcome-number match)",
    "methods": [
      "auto:fetch"
    ],
    "quotes_matched": 1,
    "quotes_total": 1,
    "claims_matched": 2,
    "claims_total": 2,
    "passed": true
  },
  "url": "https://agentcasefile.com/cases/glean-fin-ai-agent/",
  "industry_label": "Software, Internet & Media",
  "role_labels": [
    "Customer Support"
  ],
  "vertical": null
}