Transparency and trust: Why Clay chose Fin

With a rapidly-growing customer base, Clay wanted to scale support without sacrificing quality or their community-led approach. The team needed an AI agent that would give them transparency and control over the customer experience – which led them to Fin. Now, Fin is enabling Clay to support customers on multiple channels, is involved in 90% of support conversations – and resolving up to 50% of them. Jess Bergson Head of CX Having started out with a three-person support team, each answering upwards of 200 tickets per week, Clay needed a more scalable way to offer personalized support to its customers.

Agent or tool: Fin
Topic: Customer Support
Reported on: Case study (Fin)
Added: 2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 10 by interest), and one of 7 involving Fin.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Fin or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Intercom Fin.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Fin): https://fin.ai/customers/clay. Our summary is a paraphrase; details are in the source.

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