Customer Service
Synthesia support spike automation agent
Synthesia uses Fin and Intercom automation to handle a large increase in support demand without adding headcount.
Author: Fin
What was done
Synthesia adopted Fin AI Agent while rebuilding its help content so the agent could answer consistently from an accurate knowledge base. The support team used the agent to handle repetitive questions, reduce pressure on human agents, and keep customer service available as monthly support-seeking users rose sharply. Fin reports a 55% AI resolution rate, more than 275,000 additional monthly queries handled with the same headcount, and a 96% reduction in resolution time.
Stack
Fin AI Agent
Intercom Suite
Knowledge Base Automation