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 fevereiro de 2026
8 min read
Source: intercom.com
87%
Self-Service
1,300h
Hours Saved
35K
Monthly Interactions
Synthesia, the AI-powered video creation platform, experienced explosive growth that brought a 690% increase in support contacts — from 40,000 to 316,000 interactions per month. Without budget to hire 150 additional agents, the company turned to Intercom's Fin AI to build an intelligent self-service system.
In 6 months, the solution achieved 87% self-service resolution, saved over 1,300 agent hours, and handled 35,000 monthly interactions with 6,000+ resolved entirely by AI — all while maintaining customer satisfaction levels.
87%
Self-Service
1,300h
Hours Saved
35K
Monthly Interactions
Synthesia's rapid growth created an unsustainable situation: the support volume grew 690% while the budget for new hires remained constrained. The company needed to serve an increasingly larger and more diverse user base without compromising the quality of support that had contributed to its growth.
Traditional approaches — hiring proportionally to volume, outsourcing to BPOs — were not viable due to budget constraints and the technical complexity of Synthesia's product, which requires specialized knowledge about AI, video production, and integrations.
Synthesia implemented Intercom's Fin AI with a knowledge-base-first strategy:
Knowledge Base Optimization: Before activating the AI, the team invested in structuring and expanding the knowledge base, ensuring comprehensive and up-to-date coverage
Progressive Activation: Fin AI was activated gradually, starting with the simplest and most frequent categories
Continuous Monitoring: Each AI interaction was monitored for accuracy and customer satisfaction
Intelligent Escalation: Complex or sensitive cases were automatically routed to human specialists
The AI learns from each interaction, continuously refining its responses and expanding the range of cases it can handle autonomously.
The Intercom platform provides real-time dashboards that allow the support team to identify trends, gaps in the knowledge base, and improvement opportunities.
In 6 months of operation, the results were:
- 87% self-service resolution rate — the vast majority of customers get answers without human intervention - 1,300+ agent hours saved — equivalent to approximately 8 full-time agents - 35,000 monthly interactions handled by the AI system - 6,000+ interactions resolved entirely by Fin AI each month - Maintained CSAT levels despite the dramatic increase in volume - Zero additional hires needed to handle the 690% volume spike
Catalisa enables the creation of self-service AI agents with integrated knowledge bases — agents that learn from the documentation, FAQs, and support history to automatically resolve the most common requests.
With Catalisa's AI Agents and RAG (Retrieval-Augmented Generation), it's possible to build systems that combine deep knowledge of the product with the ability to understand the specific context of each request.
Catalisa's Building Blocks facilitate integration with knowledge base systems, CRMs, and support platforms, while Workflows orchestrate the complete flow from reception to resolution or escalation.
INTERCOM. “Synthesia customer story”. intercom.com. Disponível em: https://www.intercom.com/customers/synthesia. Acesso em: 27 fev. 2026.
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Source: fin.ai
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