Gamma scales to 50M users with 20 agents using Intercom Fin AI
As Gamma's user base surpassed 50 million, their lean support team faced inbound volumes regularly hitting 30,000 conversations per month, a median first-response time that had climbed to 90 minutes, CSAT that had dropped to around 69%, and no practical path to 24/7 multilingual coverage without dramatically growing headcount.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Inbound conversation arrives
Support conversations arrive at volumes regularly hitting 30,000 per month across multiple time zones and languages.
Tools used
IntercomFinSlack
Outcome
Fin now handles 100% of inbound conversations, resolves 75% end-to-end, and delivers over 18,000 resolutions each month, reducing manual handling from 94% to just 24% while holding CSAT steady at 84% — all with a team of only 20 outsourced agents supporting 50 million users.
What failed first
An initial trial of Fin in early 2024 did not deliver the expected results and was deferred; a subsequent attempt to migrate to a different vendor stalled due to roadblocks around support and transparency.