Software, Internet & MediaHow much of Airbnb's customer support is handled by AI agents?
Airbnb says its custom-built AI agent handles roughly a third of customer support issues in the U.S.
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AI agent use cases in Software, Internet & Media
Software, AI, internet, e-commerce, and publishing companies.
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Software, Internet & Media
Software, Internet & MediaDoes ServiceNow use its own AI agents for customer, IT, and HR service?
ServiceNow CEO Bill McDermott said AI agents now handle 90% of the company's customer service, IT service, and HR service, according to CX Foundation, which notes the company had not made layoffs.
Software, Internet & MediaDid Wiley's AI service agent beat its old chatbot?
Publisher Wiley piloted Salesforce Agentforce during back-to-school peak to resolve account-access and password issues and triage registration and payment questions.
Software, Internet & MediaHow 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.
Software, Internet & MediaHow is Teachable using an AI agent for creator and student support?
Teachable (100,000 creators, nearly 40 million students) uses Fin for round-the-clock support.
Software, Internet & MediaHow did Synthesia handle a 690% spike in support contacts with an AI agent?
Synthesia's monthly support-seeking customers rose from 40,000 to 316,000 in four months.
Software, Internet & MediaHow is Substack using AI agents for user support?
Substack (35 million+ active subscriptions) uses a Decagon AI agent for user support.
Software, Internet & MediaHow is SimplePractice using AI agents for clinician-customer support?
SimplePractice, practice-management software used by therapists and other clinicians, uses Decagon AI agents for support.
Software, Internet & MediaHow did SafetyCulture triple meetings booked with an AI BDR agent?
SafetyCulture (75,000+ customers) deployed a Relevance AI agent that answers customer questions and books meetings on autopilot.
Software, Internet & MediaHow did SaaStr turn warm leads into sales with AI outreach agents?
SaaStr uses Salesforce Agentforce to send personalized outreach to previously overlooked leads, follow up, and hand them to a rep when ready.
Software, Internet & MediaHow is Rippling using AI agents for customer support?
Rippling added Decagon AI agents to chat and email.
Software, Internet & MediaHow is Redfin using an AI agent for home search?
Redfin built a conversational home-search agent with Sierra.
Software, Internet & MediaHow did Rakuten speed up feature delivery with a coding agent?
Rakuten uses Anthropic's Claude Code, an agentic coding tool, across engineering; in one test it worked autonomously for seven hours on a complex vLLM implementation and achieved 99.9% numerical accuracy versus the reference method.
Software, Internet & MediaHow did Qualified generate pipeline with 35+ AI agents?
Qualified built 35+ specialized AI agents with Relevance AI across its revenue operations.
Software, Internet & MediaHow is Personio using an AI agent for customer support?
Personio (16,000 customer companies) uses Fin for support.
Software, Internet & MediaHow did Palo Alto Networks automate demo provisioning with an AI Slack bot?
A Palo Alto Networks solutions architect built AI Zap workflows in Slack that interpret plain-language requests for demo accounts, provision them across systems, assign licenses, and route approvals.
Software, Internet & MediaHow is Notion using AI agents for customer support?
Notion uses Decagon AI agents across about one million customer inquiries a year.
Software, Internet & MediaHow much of League's code is written by AI agents?
League, which builds software for health plans and providers, went company-wide on Claude.
Software, Internet & MediaHow is Impel using Claude agents to ramp sales reps and prep business reviews?
Impel, which builds AI for auto dealers, uses Claude-based agent workflows for rep training and account work.
Software, Internet & MediaHow is HubSpot using Claude agents in engineering and support?
HubSpot uses Claude, including Claude Code, across engineering and customer success.
Software, Internet & MediaHow is GoFundMe using an AI agent to coach fundraisers?
GoFundMe built a Sierra AI agent that coaches fundraising organizers.
Software, Internet & MediaHow is Glean using an AI agent for customer support?
Glean uses Fin across its help center, developer docs, community, and support portal.
Software, Internet & MediaHow is Gamma using an AI agent for support at 50 million users?
Gamma, with a user base past 50 million, uses Fin on all inbound support.
Software, Internet & MediaHow did FIFA use an AI agent to support media at the World Cup 2026?
FIFA deployed an Agentforce FAQ agent for journalists, broadcasters, and photographers at the FIFA World Cup 2026.
Software, Internet & MediaHow is DaySmart using an AI agent for after-hours support?
DaySmart added Fin to cover support outside fixed hours.
Software, Internet & MediaHow did Databox use an AI agent to support revenue growth?
Databox uses Fin for customer support.
Software, Internet & MediaHow is Consensys (MetaMask) using an AI agent for support?
Consensys, maker of MetaMask, uses Fin for support.
Software, Internet & MediaHow is Clay using an AI agent for support?
Clay uses Fin across multiple support channels.
Software, Internet & MediaHow is Bloomerang using an AI agent for support?
Bloomerang uses Fin on all support conversations.
Software, Internet & MediaHow is AppFolio using an AI agent for customer support?
AppFolio (20,000+ customers) uses Fin for support.
Software, Internet & MediaHow did Anthropic use an AI agent for its own customer support?
Anthropic chose to buy rather than build, deploying Intercom's Fin (powered by Claude) for customer support.
Software, Internet & MediaHow is Airtable using AI agents for customer support?
Airtable launched a Sierra agent on chat within four weeks and on email seven days later.
Software, Internet & MediaHow does Airbyte use Devin to triage and fix engineering issues?
Airbyte runs Devin on triage-and-fix workflows.
Software, Internet & MediaHow did The Access Group increase engineering output with Devin?
The Access Group (250 products, 2,000+ engineers) adopted Devin.
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Tools mentioned & how to build it
Disclosure: Some links may earn us a commission; it never affects grades. Tools are listed by fit to Software, Internet & Media cases, never by payment.
Tools mentioned
- Fin AI Agent (Intercom · 13 cases)
Intercom's customer-service AI agent; the most-documented tool in the casefile. - Decagon (Decagon · 4 cases)
AI customer-support agents for chat, email and voice. - Claude & Claude Code (Anthropic · 4 cases)
Anthropic's models, Claude Code and enterprise plans. - Agentforce (Salesforce · 3 cases)
Salesforce's agent platform across service, sales and field service. - Sierra (Sierra · 3 cases)
Conversational AI agents for customer service, chat and voice. - Relevance AI (Relevance AI · 2 cases)
Build an 'AI workforce' of agents, e.g. BDR agents that research and book meetings.
Build a version yourself
- n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support. - Lindy
No-code AI agents for inbox, scheduling and sales admin. - Attio
AI-native CRM for go-to-market teams.
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