# How did Synthesia handle a 690% spike in support contacts with an AI agent?

> Synthesia's monthly support-seeking customers rose from 40,000 to 316,000 in four months. Intercom reports it absorbed the 690% increase without adding headcount, with a 55% Fin resolution rate.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Synthesia (AI video software company)
- **Industry:** Software, Internet & Media — SaaS
- **Roles:** Customer Support
- **Tools:** Fin AI Agent (Intercom)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- support demand growth absorbed: 40,000 to 316,000 monthly (690%) without adding headcount [1] (self-reported)
- Fin resolution rate: 55% [1] (self-reported)

## How it works
1. Fin answers inbound support conversations using the company's help content.
2. Hands unresolved conversations to human agents.

## Risks & compliance
- Incorrect answers to customers; human review and escalation paths needed
- Vendor-published results; not independently audited

## Sources
1. Intercom (Fin), "How Synthesia managed a 690% spike in customer contact" (undated; accessed 2026-10-17) <https://fin.ai/customers/synthesia>
   > "In just four months, the number of Synthesia’s customers seeking support on a monthly basis rose from 40,000 to 316,000 – a 690% increase."

Canonical: https://agentcasefile.com/cases/synthesia-fin-ai-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile