{"id":11866,"date":"2025-12-19T10:00:23","date_gmt":"2025-12-19T02:00:23","guid":{"rendered":"https:\/\/www.dkmeco.com\/en\/?p=11866"},"modified":"2025-12-19T10:13:35","modified_gmt":"2025-12-19T02:13:35","slug":"australia-%c2%b7-intercom-customer-story-swyftx-serves-800000-traders-with-fin-achieving-a-91-ai-agent-response-rate","status":"publish","type":"post","link":"https:\/\/www.dkmeco.com\/en\/australia-%c2%b7-intercom-customer-story-swyftx-serves-800000-traders-with-fin-achieving-a-91-ai-agent-response-rate\/","title":{"rendered":"Australia \u00b7 Intercom Customer Story | Swyftx serves 800,000 traders with Fin, achieving a 91% AI agent response rate."},"content":{"rendered":"

As one of Australia\u2019s 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 \u201cmaking crypto finance safer and more accessible,\u201d placing customer experience, security, and long-term value at the core of its growth strategy.<\/p>\n

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\u2014while maintaining security and trust\u2014and deliver faster, smarter service experiences to more users?<\/p>\n

With this goal in mind, Swyftx turned its attention to Intercom<\/strong><\/a>\u2019s Fin AI Agent.<\/p>\n

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Support challenges: managing rapid user growth and increasing complexity<\/strong><\/p>\n

As the user base continued to expand, Swyftx\u2019s support team faced unprecedented challenges. Inquiries from hundreds of thousands of users kept rising, and issues became increasingly complex\u2014often 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.<\/p>\n

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.<\/p>\n

To maintain service quality in the fast-moving crypto market, Swyftx needed a more flexible, scalable, and continuously learning solution\u2014one 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.<\/p>\n

Deploying intelligent support: partnering with Fin to deliver fast, secure, and trusted experiences<\/strong><\/p>\n

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

Security was also a central consideration in the decision. Intercom\u2019s 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\u2019s built-in security mechanisms, which laid the foundation for supporting users in high-volume scenarios.<\/p>\n

Reflecting on the decision, Paige Sawatzky, Head of Content & Automation at Swyftx, said: \u201cFin 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.\u201d<\/p>\n

Fin\u2019s advanced capabilities helped the team significantly improve efficiency and quality in day-to-day operations:<\/p>\n