- Picnic chose eesel AI as it allows them to connect their documents, website, and Notion together in one easy knowledge base.
- eesel AI gives Picnic the ability to draft quick responses to their support tickets without needing to waste time searching for answers.
- Picnic supports multilingual customer service using eesel AI to easily respond with the right language and maintain brand consistency.
Picnic is a blockchain-based decentralized investment platform. Their goal is to allow their users to invest digital assets in a simple yet secure manner, without the need for a third party.
As their business deals with finances, accurate and secure customer service is of utmost importance. A fast turnaround time for account issues or any sort of error is paramount to the success of the platform. This is why the folks over at Picnic chose eesel AI as their AI customer support solution.
The balance of features and price
Picnic was in need of a way to manage their entire knowledge base, which was spread out over website help center pages, offline documents, and Notion – and they needed to do it without going over budget. That’s where eesel AI came in.
Their goal was to streamline their customer service process, essentially making their agents more productive as they were being held down by a torrent of tickets. By using eesel AI’s extension, they’re able to have AI draft accurate responses to their tickets without having to spend any considerable amount of time searching through their extensive database for answers.
Zendesk’s AI drafting comes at a high price – and setting up intents and macros for each possible answer to make sure it’s accurate is a big upfront investment for something that oftentimes isn’t accurate.
With eesel, Picnic was able to simply set up the prompt description in a way that matched their brand and allowed them to start drafting replies straight away.
But why stick to one language? Picnic is able to serve a global audience thanks to the multilingual capabilities of eesel AI. This allows their agents the ability to communicate with people speaking a multitude of languages without the need to translate manually, while still promptly resolving ticket issues.
Work on what’s most important
Picnic is successfully using eesel AI to increase their agents’ productivity. Instead of being forced to work on tickets for the bulk of their day, they leverage AI to draft replies for them in different languages, allowing them to tackle other tasks. “They have more time to focus on something else than the tickets,” Elaine says.
With a quick set up, Picnic appreciates that eesel is able to learn quickly from any source they give it and immediately boost their productivity. By using the extension in the browser, Picnic’s agents can answer any question they want without even leaving the page. We’re looking forward to continuing to work with Elaine and Picnic streamline their support with Zendesk.
