Case Study: Avetta boosts support productivity with Synthesia AI video

How Avetta is using AI video to boost the productivity of 150 support agents

Avetta, a global leader in supply chain risk management, needed a better way to train and onboard 150 support agents worldwide while keeping content consistent, engaging, and scalable. As the company grew, its training team struggled to keep up with demand using mostly in-person sessions, text-based materials, and static e-learning, while also needing to support just-in-time learning during customer interactions. To address this, Avetta turned to Synthesia’s AI video platform.

Using Synthesia, Avetta transformed instructor guides, knowledge base articles, transcripts, and old presentations into short on-demand training videos for onboarding and support. The results included a 16-second reduction in average call handling time, 20% faster ramp-to-proficiency, 19% better new-hire interaction quality, 60% shorter post-onboarding training time, and an 8% increase in agent retention. Avetta also saved about 1,300 hours over two years and expanded training into three languages.

Avetta

Tyler Urrea

Training and Performance Manager