- GroundTruth uses eesel AI to integrate Zendesk with all of their knowledge platforms like Confluence to source information quickly and accurately.
- Their AI is trained on hundreds of Confluence pages and their agents get faster access to answers.
- They’re making use of the multibot feature to help handle customer inquiries as well internal employee questions inside Slack.
GroundTruth is a media platform that helps drive in-store visits and other measurable business results. By gathering, analyzing, and creating plans around real-world consumer behavior, they’re able to create targeted ad campaigns for their clients. With this much data it’s a challenge for their agents to keep track of everything such as finding answers to customer tickets or even to stay updated with company specific information.
eesel AI has been integral in making sure that GroundTruth stays grounded. The extensive integration options allow for GroundTruth to stay organized and access information quickly and from anywhere at any given time.
Staying organized with eesel AI
One of the core challenges a company like GroundTruth faces is the sheer amount of data that they deal with. This large amount of data means wasted time as shifting through the multiple knowledge bases manually is cumbersome and inefficient.
The remedy to this was introducing eesel AI into the workflow. GroundTruth uses multiple bots, specialized in different things to keep everything organized. One such bot, connected directly to their Zendesk, is focused on helping customers manage campaign setups, troubleshoot account issues, and get guidance on targeting strategies within the ad platform. eesel AI responds directly to customers, and assigns and escalates important queries to the right agents.
Another bot they’ve created is strictly for company specific information inside Slack. This allows their employees to access internal policies, employee benefit details, holiday schedules, expense reimbursements, as well as operational procedures at a moments notice and without waiting for a reply or email fr. This bot allows employees to resolve admin tasks more efficiently and comes with the benefit of letting them stay up to day with company news.
Scaling with AI tools
GroundTruth’s integration with eesel AI has all but ensured that they’re able to scale efficiently. With their knowledge base organized and even separated through multiple bots, no one is overloaded with too much information, but everyone has the information they need at a moment’s notice. With client-facing employees able to gain instant access to company policies and even ad campaign information, they’re able to close customer tickets with relative ease. The AI even helps provide data that help to create or revise campaigns, allowing for more data driven decisions to be made. Overall the quality of life for both GroundTruth customers and employees has gone up with the addition of eesel AI.
