AI at enterprise scale: How Lightspeed rewired support with Fin

Fin's customer story describes Lightspeed's support transformation using Fin AI Agent.

Reported headline metrics:

• More than 43,000 Fin resolutions per month.
• 88% Fin involvement rate.
• 72% Fin resolution rate.
• Support delivered in 12+ languages across more than 100 countries.

The case describes Lightspeed as a global commerce platform serving about 145,000 retail and restaurant locations. Its support environment spans products, regions, languages, and legacy tools shaped by acquisitions.

Fin says Lightspeed became an early adopter in early 2023. The article frames Fin as designed to plug into existing systems, work with diverse data, and deliver results quickly.

Operational details reported:

• Fin went live within weeks.
• Lightspeed did not need to rip out or replace existing systems.
• Fin worked across Zendesk for ticketing, multiple Salesforce instances for CRM, overlapping ERPs, and siloed knowledge bases.
• Fin used Salesforce entitlements, internal APIs, and custom logic to segment users and handle support needs across products, regions, tiers, and languages.

The case also says Lightspeed created a dedicated Digital Engagement team to manage Fin optimization and formalized a model combining technical teams, frontline experts, and content specialists.