Lightspeed lets AI solve up to 65% of support for shops and restaurants
In plain words
Lightspeed rolled out Fin across products all at once instead of slow tests, then tuned it.
What happened: AI solves 45–65% of questions, and staff close 31% more chats a day with AI help.
Source: fin.ai ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Pick one product line and list its top questions; plan to turn AI on for all of it at once, not a 5% test.
- 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 support [product] merchants (retail and hospitality). Ask which product and plan they use first. Give step-by-step fixes from the docs. If their store is down or payments are failing, treat it as urgent and hand to a human right away.
[Highlighted] = replace with your own details before you run it.
What you should get back: "For Retail POS: go to Settings > Taxes > Add rate. If payments are failing right now, I'm getting a person."
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.
Similar cases
CMA CGM's AI voice agents resolve 46% of cargo release calls
More than 46% of cargo release enquiries are resolved by the AI agents, and about a third of 4,000 customers called by the sales agent moved on to active discussions.
ElevenLabs' own AI support agent resolves 65% of its tickets
65% of tickets resolved end to end, first reply in about 60 seconds instead of hours, and 70% positive ratings.
Telstra lets an AI agent sort refunds while customers wait for repairs
Refunds are worked out and paid automatically once service is back, which takes admin off 1,000+ staff.