Case Study: RecordPoint cuts support response times with eesel AI

Data lifecycle experts RecordPoint use eesel to connect Zendesk and Confluence

RecordPoint, a data lifecycle and AI governance company, faced a challenge with its support team drowning in complex technical questions. Their valuable answers were scattered across multiple platforms like Zendesk, Confluence, and old tickets, leading to slow response times and senior staff being pulled into routine work. This issue also affected their internal IT support team.

To solve this, RecordPoint implemented eesel to connect their existing knowledge sources without moving any data. The eesel AI integrated with Zendesk to instantly draft accurate response replies, automatically tag and triage tickets, and answer questions by drawing from Confluence, Zendesk, and past tickets. The results were significant: customer first-response times were cut in half, the number of tickets solved in a single touch doubled, and the support teams were freed up to focus on more complex issues.

RecordPoint