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

> Vanta replaced an AI tool that deflected around 45% of chats with Intercom's Fin, which resolved roughly 73% of cases in testing. Intercom reports a 71% Fin resolution rate.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Vanta (compliance automation software company)
- **Industry:** Software, Internet & Media — SaaS (security compliance)
- **Roles:** Customer Support
- **Tools:** Fin AI Agent (Intercom)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- Fin resolution rate: 71% [1] (self-reported)
- prior AI deflection: around 45% of chat conversations [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), "Vanta and Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/vanta>
   > "Fin was tested against their existing AI on resolution rate, accuracy, and answer quality, and resolved roughly 73% of cases."

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