- Soliduct AB has created 2 specially trained AI bots to handle different brands.
- With eesel AI’s ability to integrate with multiple sources, Soliduct has added hundreds of web pages and integrated them with their Zendesk.
- They’ve created custom prompts that have been tailored to the different brand tone and needs.
Soliduct AB aka Ventilation.se was founded in 2006 and manufactures, imports, and sells ventilation and chimney products. They offer a wide variety of ventilation and chimney options and sell to consumers directly from their site, allowing them to provide competitive prices. With the removal of an intermediary, they increase their availability. However, they also increase the number of inquiries they have, meaning a bigger workload for their agents.
Challenges and solutions
With the challenge of a large number of inquiries and two brands to juggle, Soliduct AB trained two bots, one for each brand. They also took advantage of the multilingual capabilities of eesel AI, to cater to both their primary language (German) and languages outside of this.
Integrated within Zendesk, each AI knows about different products, orders, return policies, technical guidance, and even product recommendations. They’ve trained their bots to learn from past tickets, allowing them to properly solve, suggest solutions, or escalate specific tickets to the right people.
In addition to all of this, the bot even helps the internal team with administrative tasks like providing invoices, checking stock availability, and advising on delivery questions. All of this has allowed for faster response times, the reduction of manual support work, and has improved the overall customer experience for their brand.
Reaping the benefits of the AI investment
With the introduction of eesel AI into Soliduct AB’s workflow, they were able to lessen the downward pressure of a large number of support tickets across 2 different brands. The AI was trained on brand specific topics (through hundreds of web pages) and can handle easier FAQ style questions while escalating more complex issues to the appropriate agents.
Their support agents can quickly ask the AI to look up several things such as product availability and other policies, allowing for resolutions to happen much quicker than before. Overall the implementation of eesel AI into their workflow has seen several benefits and will allow them to scale their operations without a big price tag as their company continues to grow.
