Underdog, a sports gaming company, faced support spikes of 7,000+ conversations in 48 hours on big game weekends. Intercom reports Fin deflects nearly 80% of peak-volume queries while meeting regulatory guardrails.
Reported outcomes
Outcomes are reported exactly as stated by the source; we have not independently audited them.
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; escalation paths needed
- Vendor-published results; not independently audited
- Gaming regulation and responsible-gambling rules
Tools mentioned & how to build it
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Tools mentioned
- Fin AI Agent (Intercom)
Intercom's customer-service AI agent; the most-documented tool in the casefile.
Build a version yourself
- HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support. - n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - Relevance AI
Build an 'AI workforce' of agents, e.g. BDR agents that research and book meetings.
Sources
“Today, Fin deflects nearly 80% of peak-volume queries instantly, while still ensuring the team has real-time control during live events and regulatory guardrails are met every time.”Underdog and Fin
Grade rationale: Named organization with a quantified outcome from the vendor or the organization itself (self-reported). Automated check on Oct 17, 2026: 1/1 quotes and 1/1 outcome claims matched the source. Compiled by the Agent Casefile research desk (AI-assisted; see methodology). Spot an error? Request a correction.
