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

Table of Contents

• When growth becomes a headache
• Furnishing their Zendesk with eesel AI
• How did it go?

• Swyft Home's support agents were looking for ways to scale their manual triage more efficiently.

• They chose eesel AI to use the power of an LLM to help use ticket context to automatically route, response, close, and sort their tickets inside Zendesk.

• eesel AI is able to clean up their Zendesk inboxes before agents even enter the picture.

You know Swyft Home. They’re the UK company that cracked the code on "sofa in a box" furniture, making stylish stuff that’s easy to get and even easier to assemble. They've delivered to over 500,000 customers, which is a fantastic milestone.

But growth brings new opportunities for optimization.

Delivering items and working in the ecommerce space means that customers need quick answers about their orders, and making sales based on unique customer specifications (like sizing questions, custom orders, or different sofa types) is important to capitalize on.

Swyft Home knew that adding AI to their workflow would give them faster, more reliable support as well as make the most of pre-sales conversations.

When growth becomes a headache

As more and more orders flew out the door, the support team found they needed a more automated approach. Their manual system was ready for an upgrade to match their pace.

• A bottleneck made of tickets: Every single ticket, whether it was a simple "where's my order?" or a major delivery mix-up, had to be read, tagged, and assigned by a human. This manual sorting took time, and it meant response times could be improved.

• The same questions, over and over: A huge chunk of their day was spent answering repetitive questions. Delivery times, discount codes, refund policies… you name it. By automating these, the team can save time for more complex issues that benefit from a human touch, like a damaged item or a tricky delivery.

• Service level consistency: When a team is growing rapidly, maintaining perfect consistency is the goal. They wanted to ensure response times remained top-tier as they scaled, reflecting their reliable brand image.

• A logistical scaling challenge: Hiring more and more support agents is one way to scale, but Swyft Home wanted to find a more efficient way to empower their existing team by refining their support processes.

Furnishing their Zendesk with eesel AI

Swyft Home decided to work smarter by utilizing Zendesk's powerful ecosystem. They brought in eesel AI as a complementary tool to build a specialized AI workflow that lives right inside their Zendesk.

First, they gave the AI the necessary context. They connected eesel AI to all their key info: the website, their internal Notion docs, old support tickets, and macros. This gave the AI a complete picture of how Swyft Home works, powering a two-part automated team.

1. The AI triage agent

Think of this bot as the team's super-efficient front desk. It’s the first to see every new ticket within the Zendesk platform. It instantly reads the ticket, understands what the customer needs (thanks to learning from thousands of past tickets), and gets to work. It uses a couple of simple actions to keep things flowing:

• Zendesk add tag: It applies the right category to the ticket, like 'Delivery Issue' or 'Refund Request'.

• Zendesk assign ticket: It zips the ticket over to the right person or department. No more manual sorting.

1. The AI customer support manager

This is the bot that handles the busywork. When the triage agent spots a common, easy-to-answer question, it assigns the ticket to this manager bot. Using the info from Swyft Home's website and Notion docs, it fires back fast, accurate answers. It can also:

• Zendesk close ticket: If the question is answered, the bot can close the ticket. Done.

• Zendesk leave internal note: If things get a little complicated, it leaves a note for a human agent before handing it off.

• Zendesk update ticket: It keeps all the ticket fields tidy and up-to-date automatically.

• Do not reply: It's also smart enough to spot spam and ignore it, keeping the inbox clean.

How did it go?

eesel AI has enhanced the way that Swyft Home approaches support. With the automated triaging and ticket actions, eesel AI is able to help organize their Zendesk inboxes before agents even enter the picture.

For Swyft Home, categorizing tickets correctly, updating ticket field information, and handing to the right team are all essential components of their support workflow. Now that AI can automate these actions in seconds, the support agents are able to make the most of their time to dive deep into customer queries.

By enabling the 'do not reply' action, Swyft can also ensure that the AI is only handling what they want it to, based on the context of the ticket. No more spam, no more key questions getting left by the wayside - only smart, on-time support within their reliable Zendesk setup.