Case Study: Localcoin achieves instant, accurate support with eesel AI

Bitcoin ATM network Localcoin expert AI bots for instant, accurate support in Zendesk

Localcoin, Canada's largest Bitcoin ATM network, faced a significant challenge in managing a high volume of complex and urgent customer support tickets. Handling these inquiries, which often required manually digging through backend systems to find transaction data, was a major time-sink for their human agents and led to customer frustration. To address this, they turned to the vendor eesel for a solution using their AI platform.

The solution from eesel involved creating a team of specialized AI bots integrated directly into Localcoin's existing Zendesk messaging widget. eesel's AI was connected to the company's internal knowledge base, including Zendesk, internal docs, and compliance materials. Crucially, eesel's custom AI actions were used to automate real-time transaction lookups via a connection to Localcoin's backend. This multi-bot system automated ticket sorting, provided accurate and instant answers to customers and internal staff, and successfully eliminated an entire category of support tickets without any human intervention.

Localcoin