Facing a 690% spike in contacts, Synthesia achieved 96% reduction in resolution time — from 5 days 5 hours to just 4 hours 37 minutes — with 98.3% of queries resolved by AI.
07 de janeiro de 2026
8 min read
Source: fin.ai
96%
Faster Resolution
98.3%
Self-Resolved
+33pp
CSAT Improvement
In a detailed analysis of the same Synthesia implementation, Fin.ai's data reveals even more impressive numbers: 96% reduction in resolution time (from 5 days 5 hours to 4 hours 37 minutes), 98.3% of queries self-resolved, and an increase of 33 percentage points in CSAT.
These numbers represent one of the most well-documented cases of AI impact on customer support operations, demonstrating that artificial intelligence can not only maintain but significantly improve the quality of customer experience at exponential scale.
96%
Faster Resolution
98.3%
Self-Resolved
+33pp
CSAT Improvement
The depth of the challenge becomes more apparent when analyzing the specific numbers: Synthesia went from 40,000 to 316,000 monthly contacts — an increase that would traditionally require hiring approximately 150 new agents. The average resolution time of 5 days and 5 hours was unsustainable for a tech platform where users expect quick responses.
Furthermore, CSAT before implementation was below the industry benchmark, indicating that the previous model was already failing even at lower volume.
The implementation of Fin AI focused on three pillars:
Speed: The AI responds instantly to 98.3% of queries, eliminating wait times
Accuracy: Answers based on an optimized knowledge base ensure consistent quality
Escalation Intelligence: The 1.7% of cases that reach human agents arrive with complete context, reducing resolution time even for escalated cases
The system also implements: - Proactive analysis of conversation patterns to identify emerging issues - Automatic updates to the knowledge base based on new types of queries - Real-time dashboard with resolution, CSAT, and escalation metrics
Additionally, AI-powered internal tools were implemented to assist human agents, including conversation summarization, suggested responses, and instant access to relevant documentation.
The detailed results include:
- Resolution time reduced from 5 days 5 hours to 4 hours 37 minutes (96% reduction) - 98.3% of queries self-resolved by AI without human intervention - CSAT increase of 33 percentage points above pre-implementation baseline - 55% resolution rate on AI-handled interactions - 98% answer rate (AI provides a relevant response in virtually all interactions) - Maintained support quality during a 690% volume spike - Estimated savings of 150 hires that would have been needed without AI
Synthesia's CTO highlighted: "Fin is the best-performing AI agent compared to all other large language model-based agents we've tested."
Catalisa offers the infrastructure to build AI agents that deliver similar results in terms of resolution speed and self-service rate.
With Catalisa's AI Agents, it's possible to create intelligent agents that combine instant response with accuracy, using RAG to access updated knowledge bases and deep learning to understand the context of each request.
The platform includes built-in metrics for monitoring CSAT, resolution time, self-service rate, and other critical KPIs — enabling continuous, data-driven optimization of the support experience.
FIN.AI. “Synthesia customer story”. fin.ai. Disponível em: https://fin.ai/customers/synthesia. Acesso em: 27 fev. 2026.
Schedule a demo and see how Catalisa can transform your business
The AI video platform went from 40K to 316K monthly contacts and achieved 87% self-service resolution with Intercom's Fin AI, saving 1,300 hours in 6 months.
09 de fev. de 2026
·
8 min read
·
Source: intercom.com
How Synthesia, Lotte, and Carrefour absorbed exponential growth in service demands without proportional hires, using AI as a force multiplier.
04 de fev. de 2026
·
9 min read
Analysis of how companies like Carrefour, Boticário, and Synthesia found the ideal balance between automated efficiency and human empathy in customer experience.
29 de nov. de 2025
·
9 min read
© 2026 Catalisa. Todos os direitos reservados.
Conforme LGPD
Meta WhatsApp Business
Dados no Brasil
We use cookies for analytics and load external resources (images) to improve your experience. By clicking "Accept", you consent to the use of cookies and third-party resources in accordance with our Privacy Policy.