David Morgan, Senior Revenue Operations Manager at Synthesia, knows a thing or two about rapid growth. As an AI video generation platform, Synthesia has been on the frontlines of the AI revolution that has been unfolding over the past year – and has gained a ton of new customers along the way.

"We were one of the first companies to build a video creation platform powered by generative AI, and, as a result, were also an early adopter of AI throughout our entire business,” says David. “Our goal is to radically change the process of content creation and unleash human creativity for good."

Working with iconic brands, Synthesia’s customer base has high expectations when it comes to customer service. When David and his team decided to embrace Intercom and its AI-powered chatbot, Fin, they weren’t just looking for a quick fix to help them manage rising support volume. Their goal is to provide the fastest possible service to their customers, so they wanted a long-term solution that would enable them to streamline operations and elevate the entire support experience by providing personal and efficient support.

As trailblazers in the AI space, Synthesia understands the huge potential AI tools offer when it comes to making support more efficient. They decided to roll out Fin, Intercom’s AI-powered chatbot, to take advantage of the new opportunity. "Intercom has been very useful for us," says David. "On a monthly basis, we have 35,000 interactions coming to the support team. Without Intercom and Fin, there's no way we'd be able to maintain or monitor that level of traffic."

David explains that Intercom is helping to bridge the gap between human and AI-driven support, which has been a game-changer for both Synthesia’s team and customers. “Now, we’re able to offer a great self-service experience to our customers and have our human agents jump in to help with more complex issues. It’s the best of both worlds,” he says. “We can also track our customers’ most common issues in Intercom and use those insights to train our support reps, which has been a big help and saved us a lot of time.”

For customer support leaders who are tasked with balancing rapid growth with efficient, scalable support, there’s a clear message to be taken away from Synthesia’s experience: the right technology can make all the difference. “Intercom is an innovator in the support space. When it comes to product releases, we hear tickets, we hear Fin – we jump on it,” says David. “Without Intercom or the type of technology they provide, it'd be challenging to manage your business.”