Bailey Nelson optical support automation agent

What was done

Bailey Nelson moved customer conversations into Intercom Messenger and Inbox, then used automation, Articles, and Fin Custom Answers to gather details, route inquiries, and answer common optical-retail questions. The workflow supports ecommerce and store coordination, with Shopify connected for online order context and Slack notifications for internal escalation. Intercom reports a 96% first-response-time reduction, average resolution time falling to about four and a half hours, and weekly CSAT rising to roughly 90%-95%.

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