- Rice University connects Slack, Salesforce Service Cloud, and email with eesel AI.
- With multiple chatbots, Rice University is able to handle provide the right set of knowledge to the right people.
- Smart escalations allow humans to handle the important tasks, while AI handles the repetitive inquiries.
Rice University needed a better way to handle the growing demands of incoming students, current enrollees, and alumni. They managed support questions using Slack, Salesforce Service Cloud, and email, but none of these tools worked together seamlessly. After testing basic chatbots like Zapier, they turned to eesel AI for a more flexible, cost effective solution.
A unified AI solution
Using eesel AI, Rice created multiple chatbots that tap directly into both their Salesforce knowledge base and internal support documents. Now, routine inquiries such as enrollment requirements or alumni event details receive instant AI generated responses. More complex issues trigger real time Slack notifications so human agents can step in. eesel also manages automated ticket creation, routing potential high priority concerns to the right staff. As a result, manual effort has dropped and response times have improved.
What makes eesel AI different?
eesel has better integrations from help desk providers, eesel plugs into Slack, email, Google Drive, and more. Smarter escalations occur when the AI encounters a tricky question, it flags the conversation for human agents. Lastly, our AI is learning continuously by analyzing past tickets, refining its replies, and tagging, boosting accuracy over time.
Key highlights since adopting eesel AI
- Less manual escalation: Rice now automatically tags and routes critical tickets so agents can jump in right away.
- Unified knowledge retrieval: eesel taps into Salesforce Service Cloud and internal docs, serving up relevant info on the fly.
- Quicker response times: Slack notifications alert the team in real time, improving visibility and collaboration.
- Built-in flexibility: The university is exploring deeper integrations, like post-chat email summaries, to further streamline support.
Results and next steps
Rice University has already seen faster response times, fewer repetitive tasks, and improved knowledge base usage. They are exploring post chat email summaries and deeper Slack integrations to further streamline their workflow, and marking eesel’s potential has made it the frontrunner for a permanent AI chat solution on campus.
Sign up for a free trial or drop us a line at hi@eesel.app to see how eesel AI can integrate with your help desk and transform the way you handle inquiries.
