Case Study: Synthesia boosts self-serve support and reduces human requests with Intercom's Fin

How Synthesia meets the needs of a fast-growing customer base with Intercom's AI-powered chatbot, Fin

Synthesia, an AI-first company with a fast-growing customer base, needed a better way to scale customer support without overloading its team. The company integrated Intercom’s Fin, but initially found performance depended heavily on the quality of its help content.

Intercom’s Fin helped Synthesia refine its content and automate more support queries, leading to an immediate 7% reduction in human-supported requests. Within six months, Fin resolved over 6,000 conversations, saved more than 1,300 hours, and drove self-serve support rates up to 87%, freeing the team to focus on more complex issues.

Synthesia

David Morgan

Revenue Operations Manager