Case Study: Cloud86 achieves faster, automated support triage with eesel AI

How top web hosting provider Cloud86 taught an AI to fix real-time website issues

Cloud86, a top web hosting provider in the Netherlands, faced a challenge in managing the high volume of support tickets from its 40,000+ customers. Their team of 30 human agents was bogged down by repetitive diagnostic tasks and slow ticket routing, threatening their reputation for fast, expert support and a 2-minute average response time. They partnered with eesel to implement an AI solution within their Zendesk platform.

eesel AI was integrated to do more than just answer questions; it was given custom API actions to run live diagnostics for SSL, DNS, and server checks directly in the chat. The solution automated initial customer interactions, resolved common issues, and smartly escalated complex tickets with full context to human specialists. For Cloud86, this resulted in faster response times, freed-up experts who could focus on difficult problems, and provided 24/7 automated diagnostic support for customers.

Cloud86