# How is Glean using an AI agent for customer support?

> Glean uses Fin across its help center, developer docs, community, and support portal. Intercom reports Fin handling 100% of chats within three months, resolving 83% without a human, with 95% customer satisfaction.

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

## Reported outcomes
- chat automation rate: 83% [1] (self-reported)
- customer satisfaction: 95% [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

## Sources
1. Intercom (Fin), "Glean and Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/glean>
   > "83% of these chats were resolved by Fin without a human needing to step in, with a high customer satisfaction rate of 95%."

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