The AI Record
[ An independent reference ]

What organizations say they do with AI, in their own words.

An archive of what people at 51 organizations have said and published about how they use AI, why, and with what results. Every passage is word for word, names who said it and where, and says whether it has been checked against the source. It does not rank organizations or tell you what to conclude.

[ 01 ] The archive

Quoted, cited, checked

How a passage gets in →
Organizations51named speakers: 74
Sources178talks, posts, filings and calls
Passages470quoted word for word
Checked443confirmed by a second reader
[ 02 ] Questions

Start with a question

All 23 questions →
Running AI in an organization
01How widely do employees use AI?3202What does AI do across the whole company?5703How autonomous are the agents, and who checks their work?4604Do organizations build their own AI tools or buy them?1205How do leaders push AI adoption?706How do organizations measure AI's impact?3607How do organizations train people to use AI?708Where do agents run?6
People and money
09What does AI cost organizations?1710Does AI change headcount and hiring?2411Does AI raise revenue per employee?4
Customer support
12How much customer support does AI resolve?111
Building software
13How much code does AI write?2314Can AI fix bugs and handle incidents?1315How is AI used in code review?3316How do coding agents open and merge changes?9317Does AI make developers more productive?6218Can AI do large code migrations?719How does AI help keep a product secure?620How is AI used for testing?8
Other functions
21How is AI used in finance, legal and operations?1322How is AI used in product and design?1023How is AI used in sales and marketing?17
[ 03 ] From the archive

Most recent passages

All 470 →
A resolution is a type of outcome that is counted when, following Fin's last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution).

Intercom (renamed Fin in May 2026)Published by the organization itself (post), no named author

Post: Intercom help center (the company's own documentation), Intercom help center (the company's own documentation), October 29, 2026.

Checked against the source [ Grade B ] Said in the last year Sells AI tools Passage page

We've been seeing around 560,000 resolutions a month with Fin, at about a 79% resolution rate,

Isabel LarrowHead of AI Support (title as shown on Intercom's homepage) · Leader, Intercom (renamed Fin in May 2026)

Post: Intercom website (the vendor's own homepage, quoting a customer), Intercom website (the vendor's own homepage, quoting a customer), October 29, 2026.

  • 79% support ai resolution share, monthly, page undated (fetched 2026-10-29). Level not stated
  • 560,000 support ai volume, per month, page undated (fetched 2026-10-29). Level not stated

Checked against the source [ Grade B ] Said in the last year Sells AI tools Passage page

In 2025, Cora handled 12.9m retail banking customer conversations, 50% of which needed no human intervention.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group website (the company's own sustainability page), NatWest Group website (the company's own sustainability page), October 29, 2026.

  • 12.9 million support ai volume, FY2025. Level not stated
  • 50% support ai resolution share, FY2025. No person in the loop

Checked against the source [ Grade B ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

Every passage, strongest evidence first