Anthropic's AI agent now answers half of Anthropic's own support questions
In plain words
Anthropic put Intercom's Fin in front of its support inbox to cope with fast growth and spikes after each launch.
What happened: The share solved by AI rose from 36% to 50.8% in about a month, saving 1,700+ team hours in month one.
Source: fin.ai ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
List the questions that spike after every product launch (billing, limits, access).
- 2
Rewrite your help articles for those topics so each has one clear answer.
- 3
Connect Intercom Fin to your helpdesk and knowledge base and paste the prompt below as its instructions.
- 4
Run it on 50 real past tickets and fix every wrong or vague answer.
- 5
Go live on one channel, review a sample every week, then add channels.
The instructions to give the AI
Paste this into Intercom Fin (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You answer support questions for [product]. Use only the help centre and release notes provided. For billing or account access, check what plan they're on before answering. If a feature is new this week, link the launch note. If you're not sure, hand over to a human. Under 100 words.
[Highlighted] = replace with your own details before you run it.
What you should get back: "You're on the Pro plan, so the new limits apply from today — here's the launch note: [link]."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Intercom Fin
You could use: Intercom Fin
- Intercom Fin
AI support agent that answers customers from your help centre and hands off to humans.
From $0.99 per resolution · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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