IslandRemit is a remittance operator — moving money across borders for customers who send cash home to family and friends.
The queue doesn't have to stay stuck.
A working support assistant that answers the repeat questions instantly — and makes sure fraud & security cases never wait behind them.
Founded 2018 · 42 staff · international money transfer
Source: internal ticket sample & support-lead email, 8 June 2026
A normal day in the queue — click a ticket
Every question gets classified first — click a step to see what it does.
Routine questions get an instant answer. Risk gets a human.
A fixed suite of real-shaped questions runs through the actual interface before anything ships — the security cases are zero-tolerance.
Types into the actual input, clicks the actual chips — not a mocked function call.
Any edit to the FAQ or the interface re-runs the full suite automatically.
Broken layouts, silent failures, and mis-routed fraud cases get caught pre-release.
Same pattern — answer the safe stuff, hand off the rest — at the companies IslandRemit actually competes with.
Runs a Messenger-based support bot for routine functions — sending money, checking transfer status — so human agents are freed up for what actually needs a person.
Partnered with Oscilar in Nov 2025 on AI risk decisioning — fast-tracking trusted transactions automatically while flagging suspicious ones for a person, in real time.
Built its own transfer bot on Messenger using its API — guiding customers through sends and rate alerts, then stepping aside the moment someone needs more help.
The more the assistant handles on its own, the fewer tickets ever need a person to look at them.
62% repeat-question share: IslandRemit's own ticket sample. Resolution-rate range: Intercom Fin production data (45–53%) and vendor benchmark (67%), and Anthropic's own real Fin deployment (50.8%). Applied only to the repeat-pattern share — not a promise, a way to size the opportunity.
Every question it can't answer gets logged. The team reviews, adds the answer to the FAQ — no retraining, just a text edit — and it's grounded from that moment on.
A question the FAQ can't cover gets flagged automatically, not guessed at.
The support team writes the real answer once, the way they already do today.
No model retraining. The next customer who asks it gets the answer immediately.
Illustrative trajectory, not a forecast — modeled as gradually approaching Intercom Fin's published resolution-rate ceiling (67%) as FAQ coverage grows. Actual pace depends on how often the team reviews escalated tickets.
Thank you.