The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom AI, psychology, and the future of customer support: Insights from Synthesia's Head of Support
Feb 6, 2025
Constantina Samara, Head of Customer Support at Synthesia, dives into how her psychology background shapes AI-driven customer service. She shares her journey into support and highlights AI's transformative role in enhancing efficiency and customer experience. Constantina discusses the challenges and opportunities of integrating AI, the importance of knowledge content in support, and how user advocacy informs better content management. She emphasizes empowering support teams to focus on impactful interactions, making customer engagement more meaningful.
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Synthesia's Growth
- Synthesia saw a 690% increase in customer contact between April and August.
- This massive surge was driven by product releases, but their support team size remained constant.
Scaling with AI
- Scaling support affordably is achievable with AI without sacrificing customer experience.
- Synthesia maintained high customer satisfaction while using AI to handle increased volume.
Knowledge Base Consistency
- Ensure your knowledge base is consistent and accurate before implementing AI.
- Inconsistent information will lead to the AI contradicting itself and providing poor service.