Case Study: Vanta reaches a 71% Fin resolution rate after migrating to Intercom
Key results
The challenge
Vanta, a security and compliance automation company, ran a dual-stack setup of a ticketing system with a bolted-on AI chatbot that deflected around 45% of chat conversations, had stopped improving, and offered no coverage of email, its highest-volume channel. Three separate tools created fragmentation that made a consistent omnichannel experience hard to deliver.
The solution
After a structured head-to-head evaluation on 400 real customer conversations, Vanta migrated fully to Intercom with Fin as its front-line AI Agent, rebuilding routing logic for its multi-organization model, migrating 700+ help center articles, and deploying Procedures for complex, lower-resolution areas.
“We are shifting from AI adoption to AI orchestration. AI becomes the core infrastructure that resolves, routes, and learns – not just an add-on.”
MWMargarita WilshireDirector of Customer Support, Vanta
The results, in context
Vanta reported that Fin fully resolves 71% of the chat conversations it handles - nearly 2,500 each month - against a 50% target it had set, running about 40% above its deflection target. In the evaluation Fin resolved roughly 73% of cases versus about 49% for the incumbent, and Vanta held a 96.7% CSAT year to date, with Procedures lifting deflection in two complex areas from near 0 to 55% at 94.1% CSAT on handed-off conversations.