Hospitable uses Intercom’s AI-powered chatbot Fin to delight customers with lightning-fast support

Short-term rental management automation software Hospitable has been using Intercom to support its customers for more than six years. With a customer base of hosts who often need to contact support outside of business hours, the Hospitable team was excited to leverage AI to offer around-the-clock support – which is what brought them to Intercom’s new AI-powered chatbot, Fin.

Providing fast, always-on support

“What drew us to Fin was simply the pain we were experiencing. We had a big backlog of support queries and were going to need to increase support team headcount to meet the demand,” says Pierre-Camille Hamana, CEO and Founder of Hospitable. “Fin provided us with an alternative solution to this problem. It instantly resolved the 500 support queries that were in the backlog.”

Hospitable was among the first Intercom customers to join the Fin beta. Since then, the team has seen impressive results. Fin is already resolving 30% of all inbound queries it interacts with, saving the Hospitable team valuable time and enabling them to create stand-out support experiences.

“We chose Fin over other solutions because in testing, it consistently outperformed others on both speed and accuracy, which were incredibly important to us and our customers,” says Pierre-Camille. “Fin uses information from our comprehensive knowledge base to provide customers with solutions to commonly asked questions. If a question is not covered in our knowledge base, it routes the customer to one of our support agents so they can easily take over and provide further assistance. The handovers between Fin and our support team feel very natural and seamless for our customers, which is a great experience for them. In fact, in a recent poll of new customers, we found that 61% preferred to opt for the faster responses of AI vs waiting to speak with a customer support agent.”

Going from strength to strength with AI

With Fin resolving a large portion of inbound queries, Hospitable has been able to keep up with support demand – and even scale its operations – without having to dramatically increase headcount, as well as empower the support team to help customers with queries that require a human touch. These efficiency gains have already resulted in the team reducing response times by 95%.

“Collaborating with Intercom and using Fin have allowed us to free up time for our support team to focus on other areas that are impactful for the business and offer a better experience for our customers,” says Pierre-Camille. “I’m excited for the future of our partnership with Intercom as we continue to adopt more of the platform’s AI-powered solutions across our entire support organization.”