Australia · Intercom Customer Story | Swyftx serves 800,000 traders with Fin, achieving a 91% AI agent response rate.

As one of Australia’s leading cryptocurrency exchanges, Swyftx is headquartered in Brisbane, Queensland, and provides hundreds of thousands of users with the ability to buy, sell, and trade more than 400 crypto assets. Since its founding in 2019, Swyftx has remained committed to its mission of “making crypto finance safer and more accessible,” placing customer experience, security, and long-term value at the core of its growth strategy.

As the company expanded rapidly and its user base continued to grow, Swyftx realized that relying solely on traditional support models was no longer sufficient to meet rising service expectations. The team began asking a critical question: how could they further improve support efficiency through technological innovation—while maintaining security and trust—and deliver faster, smarter service experiences to more users?

With this goal in mind, Swyftx turned its attention to Intercom’s Fin AI Agent.

Support challenges: managing rapid user growth and increasing complexity

As the user base continued to expand, Swyftx’s support team faced unprecedented challenges. Inquiries from hundreds of thousands of users kept rising, and issues became increasingly complex—often related to account security, trade execution, and the unique characteristics of crypto assets. Traditional support systems struggled to keep up with the volume, depth, and diversity of these requests.

At the same time, legacy rule-based chatbots proved limited when handling ambiguous or multi-step questions. They lacked contextual understanding and were unable to deliver truly valuable solutions. This not only extended response times but also impacted user trust and overall experience.

To maintain service quality in the fast-moving crypto market, Swyftx needed a more flexible, scalable, and continuously learning solution—one that could free the team from repetitive tasks and allow them to focus on higher-complexity customer issues. It was in this context that artificial intelligence emerged as a critical breakthrough in advancing their support capabilities.

Deploying intelligent support: partnering with Fin to deliver fast, secure, and trusted experiences

When Swyftx decided to implement Fin with Intercom, the goal was clear: deliver fast, accurate, and conversational customer support at scale.

Security was also a central consideration in the decision. Intercom’s AI engine is designed to meet strict data privacy regulations, with every interaction verified to ensure sensitive information remains protected. Swyftx felt confident in Fin’s built-in security mechanisms, which laid the foundation for supporting users in high-volume scenarios.

Reflecting on the decision, Paige Sawatzky, Head of Content & Automation at Swyftx, said: “Fin was our first time using AI in a customer-facing environment, and we were excited to partner with Intercom to achieve this with a market-leading AI support platform.”

Fin’s advanced capabilities helped the team significantly improve efficiency and quality in day-to-day operations:

• Clarifying ambiguous queries: Asking targeted follow-up questions to accurately understand unclear customer requests.
• Generating context-aware responses: Ensuring every reply aligns with the customer’s specific needs.
• Ensuring compliance and security: Strictly validating each interaction to protect sensitive data.

“Most traditional chatbots are constrained by rules that customers don’t understand, which is why they’re often poorly rated. Fin, on the other hand, has no hidden rules or limitations.” — Paige Sawatzky, Head of Content & Automation, Swyftx

Customers quickly noticed the difference, with trust and satisfaction in Fin rising significantly. Fin not only strengthened confidence in the Swyftx brand, but also reshaped how users interacted with AI agents.

Knowledge-driven intelligence: building high-quality content to train Fin AI

Implementing Fin was not a one-click process—it required careful planning and ongoing investment. The Swyftx team took a series of deliberate steps to ensure the AI could support users efficiently and accurately:

• Optimizing existing content: Simplifying language and structuring articles to make the knowledge base more AI-friendly and easier to understand and retrieve.
• Training Fin from multiple sources: Combining help center articles, custom answers, and snippet data to provide the AI with a broad range of information.
• Continuous feedback loops: Regularly reviewing Fin’s conversations, identifying gaps, and making ongoing improvements so the AI becomes smarter over time.

As Paige Sawatzky explained: “Fin’s performance is directly tied to the quality of the information you give it—that’s where we focused our efforts. We made sure our support articles were concise, easy to scan, and that key terms and acronyms were clearly explained, using numbered steps and bullet points to help the AI better understand the content.”

Through these initiatives, Swyftx built an intelligent support system capable of continuous learning and optimization—allowing Fin to deliver fast, accurate assistance while steadily improving its own performance.

Rapid results: Fin AI Agent boosts efficiency and customer satisfaction

Once the knowledge base optimization and training were complete, Fin quickly demonstrated tangible results, delivering clear improvements for the Swyftx support team.

• Significant increase in resolution rates: Fin AI Agent achieved a 49% automated resolution rate—an improvement of 48.5% compared to previous solutions—handling more complex queries independently.
• High response coverage: Fin reached a 91% response rate, proving its reliability and consistency in addressing a wide range of customer questions.
• Meaningful time savings: In just 10 weeks, Fin resolved thousands of customer conversations, saving the team over 40 hours per week and enabling agents to focus on higher-value, complex tasks.

These outcomes not only improved operational efficiency but also delivered a smoother, more satisfying customer experience—clearly demonstrating the value of AI in large-scale support environments.

Scaling intelligent service: Fin helps Swyftx build an efficient, omnichannel customer experience

While Swyftx has already achieved strong results, the team continues to push forward. They are further personalizing Fin’s brand tone and plan to extend its capabilities across additional channels, including email, SMS, and social media.

As the user base continues to grow, Fin will remain central to delivering seamless, efficient, and secure service experiences. For Swyftx customers, this means faster resolutions, greater confidence, and the assurance that every interaction can be trusted.

By continuously expanding the impact of AI, Swyftx is evolving intelligent support from a single channel into a truly omnichannel experience—bringing its long-term vision of technology-driven customer excellence to life.