Peddle Automates 70% of Support Queries Using Intercom's Fin AI Agent.

Peddle, an online marketplace for end-of-life vehicles, has automated roughly 70 percent of its support queries using Intercom's Fin AI Agent, the company shared in a new case study. The deployment comes as Peddle's chat volume climbed into the tens of thousands each month, pulling team leads and managers away from strategic work and into frontline support.

Jaymee Krauchick, Assistant General Manager at Peddle, said the company's support operation sits at the center of a complex, multi-sided marketplace serving sellers, carriers, and buyers across four distinct divisions. As volume grew, supervisors and managers found themselves answering routine queries instead of focusing on training, quality assurance, and CX improvement.

Peddle deployed Fin across multiple support workspaces to handle common questions about vehicle damage, offer changes, and pickup scheduling. These queries, while repetitive, are critical to keeping the marketplace running smoothly. Automating them freed up human agents to handle exceptions and edge cases that require judgment.

The results have been significant. Peddle reports resolution rates of about 70 percent across its support workspaces, meaning the majority of incoming chats are now handled end-to-end by Fin without human intervention. That shift has reduced operational pressure on team leads and managers, allowing them to focus on enablement and process improvement rather than answering the same questions repeatedly.

Krauchick noted that the change has also created opportunities to "repurpose the people we have into more unique newer roles that really help them grow and expand their own knowledge within the world of CX." In other words, automation is not just about efficiency; it is also about creating space for human agents to do higher-value work.

Peddle's deployment comes as Intercom continues to expand Fin's capabilities and integrate AI across its platform. The company launched Intercom 2 with over 60 updates focused on AI-first customer support, and recently introduced Fin for Sales, extending the AI agent beyond support into revenue-generating conversations.

For Peddle, the next phase of their CX transformation is already in motion. Krauchick said Fin's reach goes far beyond what the team is using today, suggesting the company plans to expand its use of AI agents as the technology matures.

The case highlights a broader shift in customer support: as AI agents become more capable, they are moving from handling simple FAQs to managing entire workflows. Companies like Peddle are betting that automation will not only absorb volume but also unlock new ways of organizing support teams and developing talent.