- GENERAL BYTES integrates eesel AI with Confluence and Telegram, providing customers with real-time access to product documentation.
- By leveraging a knowledge base of 329 articles, PDFs on EU directives, and a 72-page website, eesel AI delivers fast, relevant answers to customer queries.
- Since implementation, the company has seen a reduction in simple tech support inquiries, allowing the team to focus on complex cases.
GENERAL BYTES is a leading Bitcoin ATM manufacturer, offering one-way and two-way cryptocurrency kiosks to customers worldwide. With over 12,000 Bitcoin ATMs deployed in more than 60 countries, the company provides a cloud-based management system that enables operators to remotely monitor, update, and maintain their fleets.
As the company grew, it became clear that efficient access to information was essential for both customers and internal teams. Searching for specific information in their large database was time-consuming, especially for technicians working in the field. Customers needed a faster way to find answers, and when they couldn’t, they would reach out to tech support often with simple, repetitive questions.
This resulted in:
- Time wasted searching for documentation instead of solving issues
- Increased tech support emails for basic inquiries
- A growing workload for the support team, preventing them from focusing on complex cases
Why GENERAL BYTES chose eesel AI
GENERAL BYTES maintains an extensive knowledge base in Confluence, containing over 300 articles covering configuration, installation, and servicing of their Bitcoin ATMs. In addition, their documentation includes EU directives PDFs and a 72-page website with product details and features.
The company explored several options, including developing an in-house AI solution, but quickly realized that maintaining a custom AI chatbot would require significant ongoing resources. Instead, GENERAL BYTES searched for a ChatGPT-like assistant for Confluence and decided on eesel AI. They found that eesel was easy to set up, affordable, and were continuously adding and improving features.
“We could try to write our own LLM application but we didn’t want to invest our time into that. We wanted something that we would not have to maintain and something that somebody else will work on improving,” says Karel.
GENERAL BYTES found that their key reasons for choosing eesel AI above other alternatives were:
- Fast, AI-powered search: Customers can now ask configuration and troubleshooting questions and receive immediate, accurate guidance without manually searching documentation.
- Seamless integration with Telegram: GENERAL BYTES developed a custom Telegram bot that interacts with eesel AI via its REST API, allowing customers to get answers instantly from any location.
- The AI assistant pulls from the latest documentation, ensuring that customers always receive accurate, real-time information as updates are made.
- Cost-effectiveness: eesel AI provided a scalable, AI-powered solution at a lower cost than hiring additional support staff, with clear, upfront pricing and no surprise overage charges or per agent fees.
The solution
GENERAL BYTES integrated eesel AI across two main channels:
Embedded iframe on Confluence: Customers browsing documentation can interact with “Julia”, their eesel AI bot, eliminating the need to manually search multiple pages.
Telegram integration: Julia is also connected to Telegram, to help field technicians and operators to retrieve knowledge base information quickly, without opening a browser or navigating through complex documentation.
This multi-channel approach ensures that customers receive fast, contextual, and actionable responses whether they are on-site troubleshooting an ATM or looking for compliance-related information.
The results
The impact of eesel AI on GENERAL BYTES’ support operations has been significant:
- Reduction in routine tech support tickets: Customers now find answers instantly, reducing the volume of basic email support requests and freeing up support agents for more complex cases.
- Faster problem resolution: Instead of navigating through multiple pages, users receive AI-powered guidance in seconds, improving efficiency and customer satisfaction.
- More focus on critical support issues: By automating responses to repetitive inquiries, GENERAL BYTES’ support team can now dedicate more time to intricate technical issues requiring human expertise.
Looking ahead with eesel AI
Beyond the technology itself, GENERAL BYTES has been particularly impressed with eesel AI’s responsive support team. When the company needed REST API access for their Telegram integration, eesel AI’s team, particularly Amogh, was quick to assist.
“Amogh was very responsive when it came to our request towards the REST API for Telegram. He also helped with the technical issues we had with the service. We understand that no product is perfect and we value the effort to fix things quickly,” says Karel.
As GENERAL BYTES continues to expand its global footprint, eesel AI remains a crucial part of its strategy for streamlining customer support and reducing operational overhead. By leveraging AI for knowledge retrieval, the company has created a more efficient, scalable support system that benefits both customers and internal teams.
For businesses looking to enhance knowledge management, optimize self-service, and reduce tech support overhead, GENERAL BYTES’ experience with eesel AI highlights how the right tools can make support more efficient and scalable.
