Case Study: SWTCH speeds up support and reduces manual triage with eesel AI

Keeping agent energy levels high SWTCH Energy plus eesel into Zendesk

SWTCH Energy, a major EV charging provider, faced a significant challenge due to its rapid growth, which caused a surge of repetitive customer support tickets. Their team was overwhelmed with the slow, manual process of sorting tickets and struggled to provide 24/7 coverage, leading to longer wait times for customers. To address this, they partnered with the vendor eesel to implement an AI solution.

eesel implemented its AI agent directly within SWTCH's existing Zendesk platform. The solution automated responses to common questions, handled ticket sorting and summarization, and significantly reduced manual tasks. The results included dramatically faster first response times, a large percentage of tickets being resolved instantly by the AI, and an overall drop in average resolution time. This allowed human agents to focus on complex issues and enabled SWTCH to scale its operations without a proportional increase in support staff.

SWTCH