Case Study: Gamma scales support for 50M users with Intercom's Fin

How Gamma supports 50M users with 20 agents and Fin

Gamma, the AI-powered presentations and websites company, saw its user base surge past 50 million, while its small support team was overwhelmed by up to 30,000 inbound conversations per month across multiple languages and time zones. Gamma needed a scalable way to support customers without massively growing headcount, and turned to Intercom’s AI Agent, Fin, for help.

Intercom implemented Fin as an always-on, multilingual support layer that now participates in 100% of inbound conversations and resolves 75% end to end. The results include more than 18,000 resolutions per month, a drop in manual handling from 94% to 24%, and steady CSAT at 84%, freeing Gamma’s team to focus on higher-value work.

Gamma

Hilary Dudek

Head of Customer Experience