FundedNext and Intercom Team Up to Advance Fin AI for Customer Support
On May 7–8, 2025, FundedNext hosted a senior delegation from Intercom, including Phil Moore, Head of Sales Engineering, and Ciaran Nolan, Senior Director for EMEA, at their Operations & Support Hub in Ajman, UAE. This two-day collaboration focused on enhancing Fin AI, Intercom’s next-generation AI support assistant, by developing advanced agentic layers capable of managing personalized, high-volume customer support queries at scale.
FundedNext has partnered with Intercom since Fin AI’s early development nearly a year ago. They’ve integrated and tested Fin AI extensively, pushing its limits through hands-on use. This close collaboration has granted FundedNext early access to upcoming features, dedicated engineering support, and participation in focused development sprints to continuously improve the product.
Workshop Highlights
The workshop spanned two intensive days of joint strategy and development. On the first day, the teams reviewed Fin AI’s impact on FundedNext’s operations, highlighting noticeable improvements in productivity and customer satisfaction. Live demonstrations of advanced features followed, with FundedNext’s leadership sharing critical insights on security, regulatory compliance, and integration priorities based on their operational experience.
Day two involved direct collaboration between Intercom’s delegation and FundedNext’s Client Experience team. Together, they examined a wide range of customer scenarios—from simple informational requests to complex, high-volume cases requiring precise human oversight. These sessions are shaping Fin AI’s ability to deliver automated and semi-automated workflows that fit FundedNext’s scale and complexity. Both teams emphasized adherence to strict AI safety protocols and regulatory compliance, ensuring all automated decisions remain transparent, auditable, and secure.
Phil Moore, Head of Sales Engineering at Intercom, said: “Workshops like these deliver results that months of Slack messages or video calls simply can’t. When we collaborate side by side, ideas flow instantly, alignment happens naturally, and we leave with a shared vision that drives real progress.”
Why FundedNext is Ideal for Testing Fin AI
FundedNext serves retail traders worldwide, managing diverse and complex trading programs that generate a large volume of data. This environment offers a challenging testbed for Fin AI, helping it improve predictive capabilities rapidly. Successfully meeting FundedNext’s demanding requirements positions Fin AI to excel in any global customer support setting.
Tanzim Hasan Fahim, VP of Technology at FundedNext, noted: “At FundedNext, we operate some of the most demanding environments in the industry. Integrating Fin AI requires careful execution, especially around security and compliance. Our close collaboration ensures we’re not just adopting technology, but setting standards for how AI transforms customer support.”
Syed Abdullah Galib, Chief Strategy Officer at FundedNext, added: “Our partnership with Intercom is strong, and this workshop advances it further. We are co-shaping AI support that can handle hundreds of thousands of complex, personalized interactions efficiently and securely.”
A New Model for AI-Powered Customer Support
This collaboration marks a shift in AI-driven customer service, combining technology leaders and enterprise innovators to build intelligent, agentic support systems. By merging AI efficiency, human insight, and strict security standards, FundedNext and Intercom are setting new expectations for customer interactions that are precise, empathetic, and reliable.
About the Partners
- Intercom: Serving over 30,000 businesses, Intercom offers a unified customer engagement platform that blends chat, automation, and AI workflows. Its latest features include AI agents that combine automated support with expert human handoffs.
- FundedNext: Based in the UAE, FundedNext is a global proprietary trading platform supporting traders in over 180 countries. It provides simulated funding, educational resources, a vibrant trading community, strategic networking, and advanced analytics. FundedNext recently launched a futures prop firm and is expanding with a new brokerage division.
For customer support professionals interested in AI tools and automation, exploring training in AI-driven workflows can be valuable. Check out relevant courses and certifications at Complete AI Training.
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