Cable & Internet Provider Improves Service Reliability and Support Efficiency with Zendesk AI Solutions
Project Details 📄
With thousands of tickets per day and slow field escalations, the provider worked with Valuehub to implement Zendesk AI, boosting response consistency and support efficiency across 300+ agents.
Challenges ⚠️
✅ High ticket volume across phone, email, and social channels created fragmented support with no centralized visibility for agents.
✅ Slow, manual escalations to field teams caused delays in resolving outage-related issues and customer frustration.
✅ Inconsistent response quality and limited proactive customer communication led to poor overall service experience.
The Results 📊
Average resolution time
-40%
QA coverage
Manual sampling → 100% automated
Repeat outage calls
–20% (due to proactive updates)
Outage acknowledgment time
3 hours → 30 minutes
Solutions 💡
✅ Omnichannel Workspace unified all customer contact channels.
✅ AI Agent and Copilot answered routine questions, reducing load.
✅ Side Conversations enabled real-time field engineer coordination.
✅ Auto QA and Custom SLAs prioritized urgent cases and quality.
