Scaling smarter: How Gamma supports 50M users with 20 agents and Fin
Gamma, an AI-powered presentation app with 50 million users, struggled with surging support volumes, long wait times, and low CSAT. By implementing Fin, an AI customer agent from Intercom, Gamma dramatically reduced manual handling from 94% to 24%, resolving 75% of monthly conversations and improving CSAT from 69% to 84% with a lean team of 20 agents.
The Business
Gamma, an AI-powered presentation app with 50 million users, struggled with surging support volumes, long wait times, and low CSAT. By implementing Fin, an AI customer agent from Intercom, Gamma dramatically reduced manual handling from 94% to 24%, resolving 75% of monthly conversations and improving CSAT from 69% to 84% with a lean team of 20 agents.
Gamma · Global · 50M+ users.
Before AI
As Gamma's user base soared past 50 million, their small support team struggled to keep up with 30,000 inbound conversations per month, across multiple languages and time zones. The team's median first-response time climbed to 90 minutes, CSAT dropped to around 69%, and manual handling was at 94%.
What Changed
Gamma implemented Fin, an AI customer agent, which now handles 100% of inbound support conversations and resolves 75% of them end-to-end. This reduced manual handling from 94% to 24%, increased CSAT to 84%, and enabled a lean team of 20 agents to provide 24/7 global, multilingual support for 50 million users.
The Result
Fin is involved in 100% of inbound support conversations, resolves 75% of them end-to-end, and delivers over 18,000 resolutions monthly. Manual handling was reduced from 94% to 24%, and CSAT improved from 69% to a steady 84%, enabling a team of 20 agents to support 50 million users.
Why this matters
How AI customer agents enable massive scale with minimal human overhead
This case demonstrates how even large, rapidly growing companies can manage immense customer support volumes without proportionally scaling their human teams. By deploying an advanced AI agent, Gamma shifted its support model from reactive, labor-intensive processes to proactive, automated resolutions, freeing human agents for strategic tasks. This approach is highly transferable, especially for startups and SMEs aiming for hyper-growth. It proves that AI isn't just for efficiency gains but can fundamentally reshape service delivery, allowing businesses to maintain high customer satisfaction and global reach with a significantly leaner operational footprint.
Technology Used
Used for:
Source
Results are reported by the identified source/company and have not necessarily been independently verified by AI YAI YAI.
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