Case Study: Babbel scales multilingual support and automates over 50% of tickets with Zendesk AI

Babbel automates 50%+ of support tickets with Zendesk

Babbel, a language learning app with over 25 million subscriptions, faced the challenge of managing high volumes of global, multilingual support tickets without sacrificing personalized service, especially during seasonal peaks that doubled their ticket volume. To address this, they turned to their vendor, Zendesk, and implemented its AI agents and Copilot tools to automate responses and enhance agent efficiency.

By implementing Zendesk's AI solution, Babbel automated over 50% of its support inquiries. Zendesk's AI agents handled routine questions, while Copilot provided intelligent ticket triage, language routing, and agent assistance tools. This resulted in a 67% decrease in agent onboarding time, allowed the team to handle peak periods without adding staff, and shifted 45% of inbound requests to the messaging channel, all while maintaining their quality KPIs.

Babbel