# How does Underdog handle game-day support spikes with an AI agent?

> Underdog, a sports gaming company, faced support spikes of 7,000+ conversations in 48 hours on big game weekends. Intercom reports Fin deflects nearly 80% of peak-volume queries while meeting regulatory guardrails.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Underdog (sports gaming company)
- **Industry:** Consumer Products & Retail — Fantasy sports & betting
- **Roles:** Customer Support
- **Tools:** Fin AI Agent (Intercom)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- peak deflection: nearly 80% of peak-volume queries [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; escalation paths needed
- Vendor-published results; not independently audited
- Gaming regulation and responsible-gambling rules

## Sources
1. Intercom (Fin), "Underdog and Fin" (undated; accessed 2026-10-17) <https://fin.ai/customers/underdog>
   > "Today, Fin deflects nearly 80% of peak-volume queries instantly, while still ensuring the team has real-time control during live events and regulatory guardrails are met every time."

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