Sunday Edition #18: The Reality of Scale
Supporting 50M users with Fin, rebuilding for the AI era, and in-person events
This week, we moved past the hype to look at what happens when AI support scales to handle millions of users and global demands. From astronomical resolution rates at Gamma to deep discussions on the ground in NYC and SF, the focus is squarely on how automation is reshaping the standard for customer excellence.
Gamma’s 75% Resolution Revolution
The numbers coming out of Gamma are nothing short of amazing (almost said “Gammazing” but we’re above that, right?).
Before implementing Fin, their lean team of eight agents was drowning in 22,000 tickets with a CSAT struggling at 69%. They needed a lifeline, and Fin didn’t just stop the bleeding; it transformed their entire operation.
Since bringing Fin onboard to support their 50 million+ users, Gamma has achieved:
75% of conversations resolved automatically.
84% CSAT, exceeding their previous human-only baseline.
A massive reduction in manual handling, dropping from 94% down to 25%.
Hillary Dudek, Head of CX at Gamma, noted that the team has moved from viewing Fin as “just another AI solution” to realizing “we’re on to something here.” By letting Fin handle the global, 24/7 volume, the human team now focuses on high-quality troubleshooting and proactive product improvements.
IRL in NYC & SF
AFTAO (apologies for the acronym overload)
We hit the road this week for our Blueprint events in both San Francisco and New York City. In NYC, Paul Adams laid out our mission to make CX perfect, while Declan led a panel. Our friends at Insycle shared their thoughts after the event:
The TLDR: Automation only matters if it genuinely improves outcomes for customers. Most teams are currently in the “explorer/integrator” phase of the AI maturity curve, and that is exactly where they should be. There is no point rushing to the finish line if the quality isn’t there.
Listen: Rebuilding for the AI Era
“We realized we could build something wouldn’t just help the team do their job but actually do the team’s job”
Des recently joined Eléonore on Pigment’s Perspectives podcast for a wide-ranging chat. They discussed how Intercom didn’t just add AI features, but actually rebuilt the company to thrive in this new era. And not to click bait our viewers but “Everyone is lying in the era of AI” may or may not have been said.
Listen to the full episode here
How can we improve?
Whether you’re reading this via email or on Substack, we want to improve your Sunday Edition experience.
Our parting thought
AI support is no longer just about handling overflow. As Gamma proves, it is about fundamentally restructuring how we deliver perfect customer experiences at scale.
Thanks for reading. See you all next week.