# How is Consensys (MetaMask) using an AI agent for support?

> Consensys, maker of MetaMask, uses Fin for support. Intercom reports Fin resolving nearly 70% of support conversations within 8 weeks, with 90% involvement.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Consensys (Web3 software company (MetaMask))
- **Industry:** Software, Internet & Media — Web3 / crypto wallets
- **Roles:** Customer Support
- **Tools:** Fin AI Agent (Intercom)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- resolution within 8 weeks: nearly 70% [1] (self-reported)
- Fin involvement rate: 90% [1] (self-reported)

## How it works
1. Fin answers inbound support conversations using the company's help content.
2. Hands unresolved conversations to human agents.

## Risks & compliance
- Incorrect answers to customers; human review and escalation paths needed
- Vendor-published results; not independently audited
- Financial-services disclosures and account security

## Sources
1. Intercom (Fin), "Consensys and Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/consensys>
   > "Within 8 weeks, Fin was resolving nearly 70% of support conversations, with the CSAT to match."

Canonical: https://agentcasefile.com/cases/consensys-fin-ai-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile