How Jukebox delivers instant buyer support at scale with Fin

Jukebox, a fast-growing global ecommerce printing company, struggled to keep up with surging customer support volumes during peak seasons using their legacy system. By implementing Intercom's AI agent Fin, they transformed their customer service, automating a significant portion of queries and improving overall customer experience.

Jukebox, a global ecommerce printing company, faced escalating customer support demands due to rapid growth (80% more orders, 83% increase in support volume). Their legacy platform, Zendesk, lacked live chat, customization, and struggled to keep pace, leading to thousands of urgent queries and long queues during peak seasons, compromising their promise of speed and quality.

Jukebox migrated to the Intercom Helpdesk and implemented Fin, an AI Agent for customer service. Fin was trained on their knowledge base and product catalog, taught to navigate nuanced scenarios, and connected via API to Jukebox’s custom backend for real-time access to order details, shipping status, and pricing. This enabled Fin to handle complex queries, including instant order cancellations and multi-lingual support.

Fin now handles 50% of Jukebox’s support queries, achieving an up to 65% resolution rate. It manages 90% of peak-season sales queries, enabling the human team to take time off. The AI delivers instant, detailed responses that customers often mistake for human interaction, leading to a more seamless experience and facilitating quick re-purchases after cancellations.