Case Study: Gcore tames global support and speeds agent responses with eesel AI

How Gcore tamed global hosting and cloud services support with two AI bots

Gcore, a major provider of cloud and AI infrastructure, faced significant challenges in managing 24/7 global support for its diverse and technically complex product suite. Their support team was struggling with a high volume of detailed customer inquiries, leading to agent burnout and difficulty maintaining consistent, accurate answers across a global scale. To address this, they partnered with the vendor eesel.

The solution implemented by eesel was a two-bot AI system. A public-facing chatbot on Gcore's website provided customers with instant answers to common questions, deflecting tickets. A second, internal AI assistant within Zendesk helped support agents quickly find information and draft responses. This solution from eesel successfully reduced the number of common support tickets, enabled round-the-clock customer support, and significantly increased the speed at which agents could resolve complex issues.

Gcore