Keeping agent energy levels high: SWTCH Energy plus eesel into Zendesk

Table of Contents

• Keeping the network lit up
• eesel’s AI Agent: automatic replies for fast responses
  • Getting all their knowledge in one place
  • Putting the bot on the front lines
  • Automating the boring stuff
  • Helping the internal team, too
• Keeping customers charged
• So, what's the takeaway?

• SWTCH Energy is a major EV charging provider across North America

• They manage tens of thousands of charge ports and over 2,000 public stations

• Rapid growth created a surge of repetitive support tickets

• The support team struggled with slow, manual ticket sorting and 24/7 coverage

• They added an eesel AI bot inside Zendesk to handle routine questions

• The result was faster responses, fewer manual tasks, and better support for drivers

Keeping the network lit up

As SWTCH kept expanding, so did their support inbox. The team found themselves spending most of their day answering the same questions about refunds, charger settings, and basic troubleshooting. It was a grind.

This created a few headaches:

• The dreaded manual ticket sort: Agents were spending precious time just reading new tickets to figure out what they were about and who should handle them - billing, tech support, etc. This meant customers were left waiting longer for a real answer.

• All the answers were everywhere: The info needed to solve a problem could be anywhere - a Zendesk Help Center article, an old ticket, an internal doc on Google Drive, or a pre-written macro. Agents had to go on a treasure hunt for every other ticket, which made it tough to give quick, consistent answers.

• Being on call 24/7 is tough: EV chargers don’t stick to a 9-to-5 schedule, and neither do the drivers who use them. Providing good, immediate support around the clock was a huge challenge when everything was so manual.

eesel’s AI Agent: automatic replies for fast responses

SWTCH used eesel AI to build an automated support system that lived right inside the Zendesk they were already using. No complicated switch to a new platform.

Getting all their knowledge in one place

First things first, eesel connected to all of SWTCH’s key info sources. It hoovered up knowledge from their Google Drive, Zendesk Help Center, macros, and, most importantly, the thousands of past Zendesk tickets. All that scattered information was finally pulled into one place, giving the AI bot everything it needed to answer questions accurately.

Putting the bot on the front lines

Now, when a customer reaches out, the AI agent is the first to respond. It uses all that knowledge to give instant answers to common questions about refunds or configurations. A good chunk of tickets get resolved right then and there, without a human ever touching them.

Automating the boring stuff

If a problem is too tricky for the bot, it doesn't just give up. It uses eesel’s Zendesk actions to handle all the prep work for the human agent:

• Sorting: It automatically uses the Assign ticket tool to send the right ticket to the right team or person. No more manual triage.

• Summarizing: It drops an internal note with a quick summary and drafted reply so the human agent has all the context they need the second they open the ticket.

• Admin: It can close a ticket it’s solved, or create new tickets if needed.

Helping the internal team, too

SWTCH even set up a second eesel bot just for their own internal teams. It uses the same pool of knowledge to answer questions for employees, making it easier for everyone to find what they need and get work done.

Keeping customers charged

By letting a bot handle the frontline support and ticket sorting, SWTCH saw some big changes.

Customers weren't left waiting anymore; first response times dropped pretty dramatically. A huge percentage of the most common questions were answered instantly by the AI. This meant the average time it took to solve any ticket-big or small-went down. And with the bots handling the repetitive stuff, the human agents were way more productive.

But it wasn’t just about the numbers:

• A better experience for drivers: EV drivers started getting faster, more accurate help 24/7. That kind of reliability builds a lot of trust.

• Agents could focus on the tricky problems: With the simple questions out of the way, the support team could use their expertise to solve the really complex issues that actually required a human brain.

• They could grow without a hiring frenzy: SWTCH can now keep expanding its network across North America without worrying that they'll have to double their support team to keep up.

So, what's the takeaway?

By putting an eesel AI bot inside Zendesk, SWTCH turned their support from a manual headache into a smooth, automated system. They’re now set up to handle their rapid growth and give their customers the top-notch service they expect.

Think your Zendesk could use a hand? Book a demo with eesel AI.