Case Study: Swyft Home streamlines Zendesk ticket triage and support with eesel AI

Swyft Home delivers great furniture and great support with eesel AI in Zendesk

Swyft Home, a UK-based furniture retailer known for its "sofa in a box" model, faced challenges in scaling its customer support operations to handle a high volume of tickets within Zendesk. Their manual process for reading, tagging, and assigning every single ticket created a bottleneck, leading to slower response times and preventing agents from focusing on complex issues. They sought a more efficient way to manage their rapid growth and turned to the vendor eesel for a solution using eesel AI.

The implemented eesel AI solution integrated directly into Zendesk, creating a two-part automated system. An AI triage agent automatically categorized tickets and assigned them to the correct department, while an AI support manager handled repetitive queries by providing instant answers, closing tickets, and filtering spam. This automated workflow from eesel enabled Swyft Home's human agents to focus on more complex customer needs, significantly improving operational efficiency and maintaining consistent, high-quality support as the company scaled.

Swyft